High availability support first and second line

Total Treasury manage the treasury of Total S.A. and of all subsidiaries among the group in more than 130 countries. My role is to provide application support and parameter for the front, middle and back office dedicated software. I also support users using QUANTUM in the finance department of 200 remotes entitiesThe team also provide some proximity support and handle relations with internal and external help-desks for the 70+ members of the Treasury competence center.

At Accenture for Total S.A.Total Treasury manage the treasury of Total S.A. and of all subsidiaries among the group in more than 130 countries. My role is to provide application support and parameter for the front, middle and back office dedicated software. The team also provide proximity support and handle relations with internal and external help-desks for the 70+ members of the Treasury competence center.

Seattle based Tableau provide the market leading big data analysis and visualisation software, with Amazon, eBay and Apple among their clients. My role was to deal quickly and accurately with customer problems communicated in both English and French. Working briefly in the USA and then London, my achievements included:Swiftly resolving issues with clients based all the way from the USA to France, communicating with them directly and providing clear and effective pathways to solve their problems.Handling multiple enquiries at any one time, prioritising responses, ensuring SLA deadlines were met.Achieving a “Good” performance rating for the quality of my customer service and solution provision, winning plaudits from my London based colleagues.

ING Belgium is an international retail and commercial bank which also provides insurance and asset management services. My role was to co-ordinate the performance of three externally provided help desks in Luxembourg and the Netherlands. These desks provided support to ING globally, everywhere except the Netherlands. My achievements included:Monitoring and improving the outcome of around 4000 incidents per month from 1100 employees in Belgium and around 1000 in the rest of Europe, generating up to 9,000 requests.Personally intervening in a number of ITIL priority 1-4 incidents to ensure a SLA compliant resolution.Delivering cleaner, more accurate performance data, undertaking statistical analysis to depict a true picture of the performance of ING’s outsourced providers and internal services.Identifying areas for continuous service improvement, working diplomatically with the internal politics of the organisation to deliver these changes, including solving a problem with “more than30 day stuck” requests.Translating technical information on security incidents, including denial of service attacks, allowing clear communications by the internal communications team.

This demanding and extremely fast paced role was in the bank’s dealing room, delivering problem solutions to several hundred traders operating under immense time and managerial pressure. My achievements included:Earning, through exemplary service delivery, the trust of an initially skeptical dealing room Chief Executive Officer and up to 8000 commercial and investment banking staff, and keeping it.Ensuring, regardless of barriers, that the diverse hardware and software was supported at all times, working with a challenging procurement system to maintain equipment stocks.Solving a wide range of issues with 245 separate software systems including Citrix, Reuters, Bloomberg, Eikon, Cisco Webex, as well as Excel and its numerous “add-in” tools.Delivering continuity of service during the height of the financial crisis when the strains on the dealing room were at their height, keeping the confidence of the traders in very fraught circumstances.Coaching and developing new members of the dealing room support team, building their interpersonal in additional to technical skills, and allocating work in a shift system.Project managing two location moves for the dealing, a highly complex technical challenge of multi-screen, multi-server systems, with no interruption of service, each with a six-figure budget.Meeting the support requirements of around 2,000 bankers in 25 offices from Philadelphia to Hong Kong for complex problem solution.

Computer, server and network support and consulting (Apple Macintosh and PC) for small companies. Helping the client to define his needs in IT, choosing the matching hardware and calculating the real ownership cost of his technical investment (IT, telecom, copy) with a major emphasis on the reliability, flexibility and remote access and in some cases on the redundancy of the equipments. Managing incidents and solving problems. Implementation of realistic backup policies.

EUROCONTROL is a pan-European organisation with 40 member state members. It plans and coordinates the safe movement of civil and military flights across the entire continent, improving the safety of air traffic management. I was hired as an English speaking problem solver, working with air-traffic controllers to meet their IT needs. My achievements, operating in an ITIL environment, included:Building effective working relationships with member organisations outside the European Union, including Israel, Iceland, Turkey, the Ukraine and several North African states. Aided the accurate and timely filing of flight plans electronically from all over the world.Validating the air flight slot allocation system for use on the Windows 7 operating system, ensuring the safe operation of the programme in both English and French versions.Delivering assistance using Altris, Carbon Copy, Remedy, RSA Authentication Manager and Reflexion X systems to every air traffic control organization across Europe and its surrounding area.

Single point of contact for Essilor in flexible shift. Monitoring of UNIX, Windows and AS400 servers.Remote support and troubleshooting of the office automation systems.Used tools: Unicenter, Worldview, C.A.Rco, Humgbird, Remote Desktop Connection, NT Admin Tools: User Manager, In-House tools.

IT responsible for the computer-to-plate, studio and composition departments, as well as for the network, servers, Internet and firewall. Incident management, problem management, system definition and supervision of the settings of new IT systems.

Head of Support of Pacifik Concept, Apple distributor for professional users.