Alexis A.
IT Service Delivery, Unilever
With a background in Information Technology for over 7 years, my career has allowed me to gain expertise in IT support and coordination, combining both technical issues and customer relations.
Through project management, support and user training, team leadership and negotiation with providers, I acquired a real ability to listen and management. My involvement during the past 7 years to complete outsourcing of an IT department within an international group put forward my view of ongoing service development. My responsiveness, accuracy and flexibility allowed me to complete all projects entrusted to me.
66 contacts-Involve all resolution areas needed to deliver the service with an end-to-end approach.
-Assist in guaranteeing SLA and OLA are delivered as agreed, and provide action plan to address issues encountered to achieve them.
-Assist in managing major incidents.
-Work with business to prioritize problem resolution and resource allocation.
-Assist in reporting needs
-Assist in preparation of Service Design Packages to address new service demands requested by the business.
-Prioritize incident resolution upon business needs driven by BP.
-Communicate business partners of major incident resolution status and progress.
-Coordinate or assist in activities related to RCA and SIP management.
-Assist in liaising between business partners and service quality manager.
-Maintaining accurate Service Description in service catalogue.
-Representation on the CAB for Changes to Services under their ownership, when required.
-Participate in all Transition to Service activities.
-Maintain communication with business partners regarding upcoming events like maintenance windows, system refreshes,etc.
2004 - 2010At the headquater of SKF company, (mechanical bearing). Business Support - Coordination Support - Project Manager.
-Coordination and assistance to international technical team.
-in charge of mobile management Orange
-Technology watch
-In charge of deployement (OCM, upgrade, change).
-Coordination, management of technical field service.
-reporting of activitys
-In charge of stock and order IT (renewal of Park, inventory, standardisation, managing licences...)
-Managing video conference system tandberg (installation and training)
-optimisation of the incident resolution (RCA Training)
-in charge of SKF Solution Factory It part Project (specification, details,design,installation of showroom equipment touch, wireless, conference system..)
-Folllowed of SLA.
-Support to disaster Recovery Plan.
-Support to PABX environment.
-Support to Subsidiary integration.
2004 - 2008System Support Engineer - Training & Communication
-Installation and configuration of mobile mail (iphone, wmobile,blackberry).
-user training
-Restructuration of the local it support (training new ressources internal and external)
-in charge of Wireless hotspot solution
-Management and support for AD Installation (Corp environment)
-Migration lotus notes
-In charge of outsourcing of hypervision client deployement.
-Administration of windows 2000/2003/2008R2 Servers.
-Manage local printer solution.
2003 - 2004Systems Administrator, Technical Support Engineer N3 in an environment of industrial production.
-Support Production site
-Helpdesk with incidents managing
-Process writing
-In charge of AS400 Printing
-In charge of Backup