CV/Mission d'Expert ULLINK freelance

Exemple de missions de Jean-Luc,
Expert ULLINK habitant les Hauts-de-Seine (92)

Expérience professionnelle

SUEZ — Octobre 2019 - Aujourd’hui
Consultant Service Delivery : 2 ans
- Pilotage du prestataire Service Desk : 16000 tickets par mois. 500 appels/jours. 20 000 utilisateurs
- Maintenance/Evolution des process, SLA, KPI, evol Service Now
- Projet de Transition du Help Desk et Projet de Carvout Suez/Veolia

NEPTUNE ENERGY — Avril 2018 - Aujourd’hui
Consultant Service Delivery
En charge de la transition du département IT service delivery France : support utilisateur et gestion de la production.
Refonte des process et organisation. formalisation et documentation des procédures, Migration vers ServiceNow, Management du Service Desk ;
Gestion des contrats fournisseurs, control du budget.

NEPTUNE ENERGY — April 2018 - To date Service Delivery Manager France : 8 months -Manage IT support Delivery Transition. Move to an industrialized model by setting up organization, process and IT Support team. Involved in Service Now deployment. -Control IT Budget for France and manage suppliers contract.

PROSODIE / CAP GEMINI — October 2017 - March 2018 Transition Manager- Freelance : 6 months -Design of the transition process between build and production for a PRM (Patient Relationship Management) Program for the client SANOFI. The solution was based on Pega a digital process automation software.

ECONOCOM — November 2016 - October 2017 ITSM Project Director - Freelance : 1 year -Management of 2 sensitive ITSM projects for clients : Ministères sociaux and ATB (Toulouse-Blagnac Airport) -Redesign of the ticketing tool (Heat) and processes. Coordination of Service Delivery, customers, Service Desk, software provider and production. Go live in June. -Change management, leading workshops, project committee and stressing committee. -Achievements : restore confidence, support team performances improvements, ITSM tool scalable.

EXANE — May 2014 - September 2016 Service Desk Director / Consultant - Freelance : 2 years and 4 months -Management of 15 support engineers to handle 900 users working in 5 regions : management of service supplier. ITSM tool (Jira Service Desk) deployment. Support globalization with process alignment. => Achievement : user survey score : 91% satisfied -ITIL process deployment : Set up KPI, Set up SLA/OLA, set up production support process24/5. SDM role creation and recruitment.

SUNGARD — Sept 2008 - Nov 2013 : 5 years and 2 monthsHosted Service Product Manager : 1 year and 2 months-Study of a new solution package service oriented to host market access, Fix order routing and OMS systems.: Proposal of a SAS model service oriented solution where software features would be hosted on a private cloud. Head of hosted Services : 2 years and 7 months-IT Operation manager for Hosted Services including orders market access, FIX routing and OMS). Manage a team of 35 engineers dedicated in solution production deployment, monitoring and support level 1 and 2. -Redesign the production team organization for a reactivity and service oriented support model, based on ITIL best practices. Review roles and processes: incidents, problems, changesmanagement. -Industrialize IT operations : deploying Nagios, UAT environments, migration tools, KPI setup (solution availability rate, migration achievement rate)

Production team operational management (operation engineers, tools developers, project manager, SDM (Service Delivery Managers): setup stand up meeting, project tracking follow up, action plan communication, problems follow up, incident reporting, setup product meeting with R&D and QA, setup production rules. -Point of contact for client escalation. Client Services Director : 1 year and 5 months-Transversal coordination of comprehensive client service (200+ engineers and consultants based on 15 operational units in Europe, Asia and US). -ITSM tool deployment (Salesforce). Set up a new organization. Defining the role of Customer Service Executive and distributed Service Desk, set up new processes. Worldwide deployment (250 users) to manage ticketing of incidents, problemschanges and requests: managing workshop with users, leading steering committees, reporting to global Trading Department VP. As a result, it has improved significantly troubleshooting deadlines and client communication.

ULLINK — March 2002 - June 2008 : 6 years and 3 monthsClient Services Director : 4 years -In a Startup environment, I was member of the management committee, in charge of the global management of Client Services which includes project management, on site software integration and deployment into production, technical support, management of hosted solutions, pre sales technical support. -Creation of the client services department in charge of client project management, software integration, production deployment and client technical support. I achieve to make a well recognized client service, in line with an annual growth of 100% ( from 5 to 100 employees in 6 years) -Operational management, recruitment and people development towards a technical expert role, SDM, or manager role within a multi-cultural and international environment. Starts Client Service in London, New-York and Hong-Kong. Coordination of regional Services customer located in EU, US and Asia. Leading project committee with SDM to follow up clients projects. -Client Service department industrialization: ITSM, creation of a SLA, creation of a web based information system to track projects, clients, release notes and deliveries. Setup of a client alerting process and dashboards. -Industrialization of the production service : ITIL/Devops process deployment in line with the SLAin order to administrate, monitor and support order routing solutions on a 24/5 basis. -Point of contact for client escalation. Project Manager : 2 years and 3 months-Client project management/ Recruitment and training of
projects manager / Product strategy

ANTHIUM FINANCE — Sept 2000 - Feb 2002 : 1 year and 5 monthsProject manager : 1 year and 5 months-In a startup environment, specification and acceptance of a trading platform for the listing of the CAC40 stocks outside regular market trading hours (from 6PM to 10PM). Follow up of software provider and Software integration. Set up and run production environment.

GL TRADE — Sept 1995 - Sept 2000 : 5 yearsHead of SLE development team: 1 year and 9 months-Development team manager: 8 developers. In charge of software server delivery. Servers were used to connect 38 financial electronic trading places in Europe, America and Asia. Software Engineer: 3 years and 3 months-Order routing servers software development to connect various trading places (Paris, Frankfurt, Brussels, Geneva, Madrid, Lisboa ,...)