Alexandre Herrero Email & Phone Number

Switzerland

2016 Senior Business Consultant: Advise and drive evolution of the ServiceNow platform for several clients, mainly ITSM, lots of Service Portal built, SAMPro...2014 Customer Service Specialist: Acting first as a Technical consultant, I moved then to a Customer Service Specialist position handling all Run & Support activities for a major Aspediens client. In parallel, I've continued to work as Technical consultant. Now I've moved to a more general position: Professional Services, as I'm acting as Technical Consultant, Support, and also handling the Smart Tasking activities for two Aspediens clients.Technical Consultant: Configuration and implementation of ServiceNow for various major swiss & european companies, including at least the following ITIL processes:- Event Management- Incident Management- Problem Management- Request Fulfillment- Release Management- Change Management- Knowledge Management- Service Configuration Management- Service Catalogue Management- Service Level Management Customer Service Specialist:- Handling all Run & Support activities (support, small implementations, bug fixing…) for an international major Tabaco Company during 2 years, including most interfaces between client and Service-now, interactions with end users, on-premise Service-now installation management...Smart Tasking activities:- help client with Service-now implementations (Technical and Solution), bug fixing...Other activities:- Creation and reviewing of documentation, both technical and for end-users, in English and French. (All Starter Pack V2 English and French documentations were mostly done/adapted by me)

Quality Assurance for the iDTV application (TV numeric application): Implementation and drafting of test plans in parallel with iDTV application tests (unitary, charge, usability...), adaptation of these tests to the client needs and/or to the versions of the application, integration tests with external systems (Content supplier or other...), bug tracking (IST, Mantis), releases validation (before they go to the client), Software acceptance Tests document revision, Tests bed installation (AIX Server).Project management: management of all QA aspects of a big project of migration from iDTV2 to iDTV3 (1 year of work).Releases management: releases packages creation: application code, Oracle DB updates (via SQL scripts), update procedure, help given to the site engineers for the application and databases updates.Technical Writer: Document drafting (description, maintenance, troubleshooting) for a N-Tiers project.

Support: Excel Support for top management people (in parallel with Hyperion Essbase addon).User manual drafting.Technology watch in the EIS field.Drafting, running and results analyses of a satisfaction user survey.

Master, Informatique De Gestion

Itil V3 Foundation Examination, Itsm, Passed