Customer Service Center Manager
Dell
Total years of experience :22 years, 1 Months
Senior Manager of the Enterprise ProSupport EMEA Service | Spanish Market (Servers & Storage) :
> Managing teams (20 engineers and technicians), career development, certifications strategy.
> Driving call center performance : customer satisfaction, cost control, productivity, revenue.
> Leading transformation : strategic business development, BPI continuous improvement projects.
Head of process organization and information systems, in the frame of a new operations center opening and development in Ireland :
> Managing teams, head of Information System Support France / Ireland. Call center sourcing strategy.
> Designing processes for project management & bid management. Training and assisting project teams.
> Leading major IT transformation projects, quality audit and documentation, monitoring improvement.
Director of the technological solution, in the frame of the infrastructures virtualisation and outsourcing for the Cantonal Bank of Geneva :
> Managing teams as the Solution Manager, lead of all technical projects, implementation follow-up.
> Rationalizing IS cartography, decommissioning plan, technical workshops, concepts validation.
> Reviewing service desk, hosting and outsourcing contracts, financial optimization of related projects.
Responsible for managing the IT monitoring room of Renault’s worldwide infrastructures, in the frame of a nearshoring to Spain:
> Managing teams (50 engineers and technicians), planning 24/7, sourcing of the project resources.
> Coordinating incidents for the 5 WW monitoring platforms (Unix/Windows, Network, AS400, MVS).
> Leading the nearshoring project, driving management meetings, reporting Quality RCA, monthly DRP.
Head of IT responsible for building and delivering the European IS strategy for the Bakkavör group :
> Setting up the IT master plan, alignment with global IT vs European standards and budget constraints.
> Managing IT Europe teams (30 engineers and technicians) : multilingual support, projects management.
> Implementing pilot ERP in France Spain Czech Republic, upgrade of WAN MPLS WW infrastructures.
Responsible for providing and maintaining in conditions the company systems and network resources :
> Managing IT resources, setting up solutions : intranet, crm, groupware, messaging, telephony, hotline.
> Ensuring security, monitoring of production platform, partners relationship, certification iso 9001:2000.
> Contributing to R&D, industrialization of versioning, bug tracking, testing, continuous integration.
Responsible for providing IT services, systems administration, and developing tools for research purpose :
> Managing IT, procurement, support and training delivery for the network users, central CRI contact.
> Developing tools in C (NCP library) of several tools for statistic treatment of climatic data provided by the national meteorology center Meteo France, schedules of weekly batches on calculations.