User Support Manager (IT) Resume

SUMMARY

Actually I am an IT Service Manager in France.
I choose to work in teh IT area 5 years ago.
Teh teams I usually manage are sized between 10 to 40 people and deal wif up to 2000 incident or request by month.
I began to build my career on management in Lisbon (Portugal). On each mission, I always found teh opportunity to improve my competences, create a successful dynamic to drive and success my goals, TEMPthanks' to teh win - win collaboration.
I am a challenger and hard worker, always wif implication and positive state of mind. I believe all situations can be turned in positive to create added value.
My previous experiences show me how client's satisfaction is teh most important concern regardless teh business field.
dat's why optimization and good team spirit are real preoccupation to me in order to create a productivity and a healthy business. Business has no frontier, dat's why I aim to continue my development to service delivery and project management in an international environment, wif teh same curiosity and always discovering.
My life-motive: Sky is teh limit.

TECHNICAL SKILLS

Office Suite (proficient) / GanttProject ITSM / PRCM application customers managing / GLPI CMS / CCMS / VNC / CONFLUENCE USER Active Directory / SCCM / HP service manager/ others it supervision tools

PROFESSIONAL EXPERIENCE

User Support Manager (IT)

Confidential

Responsibilities:

Managing Front Office Team Activities -I- Preparing / giving presentation of Steering comities and fallow-up / weekly operational meeting -I- Monitoring and drive KPI / SLA indicators, building compilation of indicators -I- Production of performance analysis and reports
Planning management, building matrix of skills 4- Follow-up of teh progress plan / Proposal force -I- improvement wif individual feedback, establishing mission order, guiding new employee integration -I- Driving and monitoring new activities for teh front office (service desk/ VM creatio

IT Service Manager

Confidential

Responsibilities:

Responsible for organizing teh service of supervision and in particular. On site in teh client’s office. Overseeing teh day-to-day management of teh service area, and face to face
Driving goals Taking corrective action where inadequate performance is suspected Ensuring contract documentations details are up to date
Managing capacity planning for teh project Ensuring teh installation of teh expert pilot on teh technical referral position Collecting, analyzing data / Confidential: return operating experience
Management of Confidential employee and subcontractors (12 supervisors, day shift and night shift) Preparing and giving project committee and punctual workshop, steering comities and fallow-up Instauring weekly, daily, operational comities wif client
Instauring quality workflow and process Production of indicator about specific request (new activity)
Seeking out, establishing and maintaining relationships wif operational contact and clients developments
Investigating technical issues / Escalating operational issues to senior management Instoring and Follow-up action plans, Continuous Improvement
Participating to teh success of contractual evolutions and transition of teh project by actively accompanying teh transition team as part of teh transition to Confidential Toulouse, teh supervision activity (3-month mission) / Active and proactive participation
Working of costing for teh new contract wif this client
Transfering skills to teh new service manager Recruitment
Establishing mission order employee

Sales Team Leader

Confidential

Responsibilities:

Leading a team of 10 teleprospectors 4- Driving and Achieving goals (Kpi / SLA)
Coaching / team meeting -I- Meeting clients (monthly, weekly) / presentation client (kpi) / clients visit / reporting
Validation of activity for payroll service 4- Building process training -I- Recruitment
Monitoring activity (Productivity/Quality) 4- client visits -I- Recruitment
Leading a team of 20 to 40 customer care advisors Bouygues Telecom hotline 4- Goal setting (Kpi / SLA)

Computer systems technician (LI)

Confidential

Responsibilities:

Troubleshooting and incident solving for halpdesk users Total SA
General incident management, crisis alert by sites and countries Total SA

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship