Alain T. Email & Phone Number

San Jose, California, United States

San Francisco, California, Us

Lead a talented group of engineers and world class operation support engineers under Twitch CIO and CTO leadership. Oversee the following teams and functions:1) Global End User Services: IT Service Desk, AV and Event production with a presence in US, EMEA, and APAC.2) Enterprise Applications: Service Management with ServiceNow for HR, Workplace, IT, Procurement, Finance; Atlassan Jira & Confluence; Productivity tools: G-workspace, Slack, Asana, Moveworks, Productiv, etc. Identity and Access Management with Okta3) Enterprise Systems Engineering, supporting various on-prem solution, deploy infrastructure as code, and automationObjectives: Provide a world class internal/external customer support, advocate for Engineering excellence, reduce toil, and drive operational cost efficiency

San Francisco, Ca, Us

1) Platform owner: ServiceNow, G-suite, Slack, Atlassian: Jira and Confluence, and tools2) Worked directly with business leaders, focusing on organization projects and goals, delivering IT solutions to successfully meet business requirements3) Key business partners: Legal, Finance, Workplace resource management, HR4) Lead 3 major programs: Employee Experience, Productivity, and Innovation5) Managed the Business Operations Support and Services (BOSS) Team

1) ATConcept LLC & Control Bias LLC - Co-Founder and Managing Partner. Deliver IT solutions - ServiceNow and Salesforce partner. Delivered projects for Fortune 500 companies in the US. Large scale implementation. 2) Startup Advisor

Austin, Texas, Us

Cloud Change Manager for Oracle OCI organizationITIL Change Management process owner

Milpitas, California, Us

Responsible for thought leadership on Service Management and lead the creation of strategic road maps, including implementation, improvement and management of multiple ITIL processes.Responsible to set the vision and strategy for maturing core ITSM processes.Drove the efficiency and effectiveness of the incident management process - and recommended improvements.Responsible for ensuring organizational readiness for new and/or matured processes and services with full oversight of Incident, Change, Problem, Release, SLA, Service Asset and Configuration and Service Request Management.Ensured QA practices were developed, maintained and enforced.

Foster City, California, Us

Stanford, Ca, Us

Migrated to ServiceNow ITSM solutionIntegrated all Stanford ServiceNow instances

Palo Alto, California, Us

Established ITSM office with ITIL Incident, Problem, Change, CMDB and Service CatalogTransitioned IT outsourced services to internal resources

San Francisco, California, Us

* ITIL Process Manager and ServiceNow Platform PM/administrator* Create ITSM and ServiceNow vision and road map* SOX compliance* Scrum/Agile development methodology * New Technology and Process discovery in order to improve productivity and add value to business * Meet 100% project deadline within budget allocation:- Self-Service : bankwide deployment.- Orchestration implementation- Design and deploy 30 service catalog items within 3months.- Improve incident management- Improve Change Management- CMDB with Discovery tool. accuracy > 90%- Integration with Sailpoint, AWS, VMWare and Apptio. Vmware, SCCM- Upgrade To Eureka from Calgary, End to End QA testing.

• Expert in the use of incident, problem and change management processes according to the ITIL frameworkRoles & Responsibilities as Incident and Problem Manager: Incident Coordination – manage all severity 1&2 incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific Business Unit, Owner(s) and engaging the appropriate resolver group. Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure.Coordinate resolution efforts across multiple applications and groups.Submit recommendations to the application and infrastructure teams in order to prevent future incidents and improve overall system stability.Assist with Change Management as needed.Assist in building and maintaining the configuration management database (CMDB)Provide metrics and participate in weekly post Incident Review Analysis meetings, detailing failings or concerns experienced during incident handling that will feed into continual service improvement plans, process and training.Provide input into the Incident and Problem Management Process, further defining the process flow, documenting expectations and assist in training and guiding impacted parties to adhere to the process.Technical Support Skills- Installation and management of Windows 2003/2008 server Infrastructure- Installation and management of Netscreen Juniper 5GT and ASTARO Firewall ( Rules , VPN IPSEC site-to-site and Dial-UP )- Knowledge in VMWARE INFRASTRUCTURE 3 , VSphere 4 ( ESX , VICLIENT , VREPLICATOR )- Installation and management of an Internet Backup Solution- PC Standardization and deployment with GHOST and Acronis- Mcafee Antivirus Software ( Epolicy Orchestrator 4.0 , VirusScan 8.7 , Groupshield 7 )- Sophos Endpoint Solution 9.5 & 9.7-Scripting (VBS ,PowerShell) for task automating , logging and reporting

• Gap analysis and Integrate acquisition companies to comply with Corporate Office process • Knowledge transfer between Corporate office and newly acquired company• Windows Servers and Exchange administration: reduce mailbox storage by 40% by applying mailbox quota and archiving policies• Helpdesk support closed about 15 tickets a day.

• Introduce IT and Internet awareness to public.• Provide IT support to home customers, gain average 20h work after school and during weekend.• Promote Association to cover 50% of city and recruit students

Executive Leadership Certificate

Bts (French Degree), Management Information Systems And Services

Education record

Education record

Education record

Digital Tranformation, Digital Transformation: Leading People, Data & Technology