Mouna - Chef de projet ITSM

Ref : 200312M002
Photo de Mouna, Chef de projet ITSM
Compétences
ITSM
HP SERVICE MANAGER
HP SERVICE ANYWHERE
CLEARCASE
GIT
Expériences professionnelles
  • Role : ITSM Onboarding Manager

    MANPOWER Tunisia in mission at Hewlett-Packard Inc
    Jan 2019 - aujourd'hui

    Activities : Own and lead all the phases of a customer on-boarding on the ITSM platform:
    • Lead onboarding plan with internal Project Manager and Customer
    • Collect Requirements from Customer Account team
    • Configuration of the ITSM ServiceNow platform per requirements-Workflows adaptations
    • UAT-Support into production phase
    Establishing and ensuring that appropriate Client On-boarding processes on HP ITSM tool are
    used/followed.
    ATF Testing using ServiceNow
    Customers : Upfield/Wipro, Teledirect

  • Role : Operation Manager

    ENVOL Tunisia
    Jan 2017 - Jan 2019

    Activities : Manage project delivery and delivery teams.
    Reduce employee turnover by 50%.
    Analyze/Elicit Customer requirements; design project delivery processes in an Agile mindset. Act as
    scrum Master for Mobile & Web dev project:
    • Coach teams in Agile adoption
    • Increase Team Velocity (Value Delivery) by 150%
    • Analyze and prioritize the backlog items (change requests and developments) with customer.
    • Deliver functional and technical specification documents.
    Have wide range of experience with IT tools and server platforms that I leveraged to define and
    maintain process rules and tools for Envol Projects:
    • Adopt and setup projects under GITLab as configuration management tool. Migrate old
    projects from SVN to GIT.
    • Analyze Redmine platform versus Tuleap as Project Management Information System with
    Agile/Scrum framework support for Envol projects workflows. Adopt Redmine with
    Agile/scrum plugin.
    • Migrate VMs from AWS to OVH.
    Implement and deliver a customized open source ITSM Solution ITOP for accounting firm:
    • Implement Service Management module and define Customer Portal Service catalog with
    predefined SLA’s.
    • Implement Configuration Management module. Define reports and dashboards.
    • Implement Service Desk module and customize business workflow and transactions.
    • Add Custom extensions: Time tracking module, redefinition of delivery Model, FAQs,
    surveys….
    • Obtain highest customer satisfaction net promoter score (NPS) for the project in
    Envol.
    Customize ITOP for internal use:
    • Implement and customize Configuration management, Service Desk and incident
    management modules.
    • Integrate ITOP with OCS inventory for asset synchronization.
    • Integrate ITOP with Nagios and Check MK. Write custom Python script for automatic ticket
    creation from check_MK alerts.

  • Role : Technology Consultant Specialist HP Software Products

    HPE Tunis (organization HP software PS)
    Jan 2013 - Jan 2017

    Service Anywhere(SAW), Service Manager (SM), Project and Portfolio Management Center (PPM),
    Service Center(SC)
    Activities : Société-Générale SIOP France – Implementation project Service Anywhere
    • Act as the first point of contact for customer requests regarding implemented solution.
    • Assist the SMS (Solution Management Services) team with work prioritization and problem
    analysis.
    • Help on “PAQ” (Quality Assurance Plan) setup, KPI configuration in delivered solution and
    reports.
    • Customize modules (Support request / Incident /Notifications) in SAW
    • Set up Test Plans and validations
    Carrefour France – Implementation project Service Anywhere
    • Customize Change module: access rights (on standard, emergency and normal change types),
    workflow transitions, business rules and Notifications
    • Setup Test Plans and validation
    Danish Police – SM Upgrade (from SM 9.34 to SM 9.41)
    • Upgrade customized SM solution.
    • Assist customer with Package deployment and fixing defects.
    Shell (UK)– Part of Enhancement Release Project : SM 7.1
    • Debug and fix SM library for webservices integration with UCMDB
    • Implement solution (javascript library) for generating reports of impacted CI's
    GDF-Suez (Brussels, Belgium) - Project Falcon : SC 6.2/PPM 7.5
    • Provide request-based assistance and support Level 2 with incidents and issues for the in-scope
    solution components in Falcon Project.
    • Define the activities to help Customer to operate and administer both Supported Solution and the
    underlying Infrastructure (Operating System) on an ongoing basis
    • Participate and provide support for planned and emergency changes as part of the Customer’s
    established change management process (Change Management Evaluation and Implementation)
    • Participate and provide support for the System Archiving process
    • Generate and provide data extracts and reports as per requirement such us but not limited to
    (Support Level 2 case volume, Resolution time by severity and category, etc)

  • Mission : Clearcase administrator in BDDF team of Société Générale

    Vision IT (Paris, France)
    Jan 2008 - Jan 2011

    Responsibilities : Clearcase administrator (Base, UCM and Multisite), Clearcase trainer
    Clearcase support
    Activities : Project implementation under Clearcase
    Definition of delivery process
    Monitor product performance
    Process automation, product customization
    Clearcase upgrade

  • ST Microelectronics (Tunis, Tunisia)
    Jan 2006 - Jan 2007

    Mission : Configuration management expert, member of Software Engineering and Process Group (SEPG),
    Tunisia
    Responsibilities : Clearcase administrator (Base, UCM and Multisite), Clearcase , Subversion trainer, Clearcase,
    ClearDDTS, Subversion support
    Activities : Upgrade Servers and clients to Clearcase V7.0.1
    Installation and deployment of LSF in Tunis site
    Developing Perl scripts to customize Clearcase use
    Backup of Grenoble site Clearcase administrator
    Responsible of Clearcase Disaster Recovery Plan in Tunis site
    Manage License maintenance and purchase, First contact with IBM for support
    Responsible of Clearcase monitoring performance tool

  • Unix and Linux,

    High Institute of Technologic Studies –ISET (Nabeul-Tunisia) Mission : Technologies Assistant (university trainer) Training Modules : Security in networks, Computer architecture, Algorithmic (Level 1
    Jan 2003 - Jan 2006

    High flow networks and
    Introduction to computer sciences/Microsoft Office software’s (Level 1 and 3)

Études et formations
  • EDUCATION & QUALIFICATIONS
    Degree : Computer Engineer
    National School of Computer Sciences (ENSI)
    Domain : Technology Engineering
    Attended Courses : Consultative Process (HP-Tunis)
    ITIL V3 Foundation (HP-Tunis)
    Service Broker Bootcamp (HPE-Rome)
    Administration of Clearcase Windows (IBM-Paris)
    Managing Software Projects with Rational Clearcase and UCM (IBM-Paris)
    Facilitation skills (STUniversisty-tunis)
    Move Improve Master Module1(STUniversisty-tunis)
    Certifications : AIS – Service Manager 9 (HP ExpertOne)
    ITILV3 Foundation (CSME)
    Languages : French (Proficient)
    English (Fluent)
    Arabic (Native language)

Autres compétences
EDUCATION & QUALIFICATIONS
Degree : Computer Engineer
National School of Computer Sciences (ENSI)
Domain : Technology Engineering
Attended Courses : Consultative Process (HP-Tunis)
ITIL V3 Foundation (HP-Tunis)
Service Broker Bootcamp (HPE-Rome)
Administration of Clearcase Windows (IBM-Paris)
Managing Software Projects with Rational Clearcase and UCM (IBM-Paris)
Facilitation skills (STUniversisty-tunis)
Move Improve Master Module1(STUniversisty-tunis)
Certifications : AIS – Service Manager 9 (HP ExpertOne)
ITILV3 Foundation (CSME)
Languages : French (Proficient)
English (Fluent)
Arabic (Native language)

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