Damien Wendlinger Email & Phone Number

Lausanne, Vaud, Suisse

Lausanne

Manage the Swiss IT Infrastructure and Service Desk to the internal customers across sites and brands. Liase with the other IT Departments and on the DACH, Nordics and EMEA levels.Reporting to the Swiss and Group LevelsSwiss Head of IT backup

Région De Lausanne, Suisse

• Management du Service Desk Mutualisé pour une dizaine de Clients grands-compteset une centaine de PME dans toute la Suisse, en 3 langues (FR, DE, EN)• Garant des engagements de Service et de Qualité• Mise en place d’une politique cohérente de gestion des Clients (Processus, Services, Reporting,Connaissances) et des ressources (skills techniques et linguistiques)• Coordination avec les prestations fournies par les autres entités de l’Entreprise• Suivi budgétaire de l’entité• Participation aux réponses à RFP (cotation, services à fournir, etc.)• Gestion des recrutements

Région De Lausanne, Suisse

• Management du Service Desk Mutualisé pour une dizaine de Clients grands-compteset une centaine de PME dans toute la Suisse, en 3 langues (FR, DE, EN)• Garant des engagements de Service et de Qualité• Mise en place d’une politique cohérente de gestion des Clients (Processus, Services, Reporting,Connaissances) et des ressources (skills techniques et linguistiques)• Coordination avec les prestations fournies par les autres entités de l’Entreprise• Suivi budgétaire de l’entité• Participation aux réponses à RFP (cotation, services à fournir, etc.)• Gestion des recrutements

Paris

Customer Confidential. Big International Bank (CIB Branch)-Accompaniment to take the French subsidiary to the Group’s Standard, for Tier1 applications,on ITIL Processes: Incidents, Problems, Changes-Continuous Improvement & Processes consistency-Coordination: Inter-Dpt. (DEV/APS/INFRA/USERS) & cross-sites (Paris, London, New-York, Singapore, Mumbai)-Set up of an Applicative Capacity Management (Murex, Transcom, Calypso, FXO)-Set up of an Operational Acceptance Checklist for Releases-Tickets Quality Follow-up (PIR for P1 tickets, saved data, relationship, consistency)-Knowledge Management, BCP/DRP ManagementUse of ServiceNow, Jira, Clarity, Sailpoint

France - Switzerland

Consulting on ITIL Solutions, strategic alignment, Service Catalogue, Processes, Support Functions.E-Learning:- Functional admin, configuration (Moodle)- SCORM Packages (Adobe Captivate) productionWeb Development (Joomla!)ITSM tools:- Implementation- Technical & Functional admin (EasyVista 2013, HP AssetCenter)- Developments- Service Catalogue

Arcueil

• Member of Executive Committee• Definition and follow-up of associated budgets• Definition of costs to re-invoice to subsidiaries• Support & Asset Teams Management (9+1)• Accountable for Quality of Service agreements to the Subsidiaries• New processes definition & existing processes re-engineering (software orders & licensing, internet access, etc.)• Steering & monitoring of the related projects• SLA & associated reporting reshaping for both internal & external purposes [VBA Excel]• Coordination of French & corporate teams

Paris- Valenciennes

In charge of 2 Customer accounts (French Agency for Development, Paris - Hospital of Valenciennes)Design, Implementation & contract Monitoring, at contractual, financial & operational levels. Customer relationship.• Accountable for Contractual Service Agreements, through SLA implementation & monitoring• Design, Implementation & follow-up of Quality improvement action plans• Delivery optimization & rationalization• Change management: contract renewal in operational continutity• New ITIL processes creation, existing processes reengineering• Technical & Functional Administration of AssetCenter: Definition of changes, developments, set-up, workflows implementation, migration & interfacing Projects• Service Catalogue creation• Support & training to VIPs• Support Groups (L1 to L3) coordination• Development of an internal software, dedicated to ease data extraction, consolidation & production of KPIs (for both internal operational monitoring & external reporting and steering committees). Made possible to reduce the necessary time from 5 days down to a 2-hours charge [VBA Excel]

Paris

Operational Management of Helpdesk and on-Site Teams (Customer: French Agency for Development)• Set-up and management of operational KPI and SLA.• Development of consolidated daily, weekly and monthly reports, for both internal & customer needs [VBA Office]• Operational Contract follow-up• VIP Support & Training• Interface with other Support Teams (Administrators, Infrastructure, etc.)• Project of internal Knowledge Management Database [Lotus Notes]

La Défense

Follow-up, Coordination, Communication and Management of Major Incidents (Customer: Air Liquide)• Validation (urgency, priority, impact) of Major Incidents after screening and escalation from Helpdesk• Information / Activation of L2/L3 Teams for resolution• Lead on situation points and reactivation of technical teams (both internal & external)• Writing of Information bulletins dedicated to users, and direct communication withBusiness Department’s Directors• Incidents backlog follow-up & reduction• Operational Procedures writing• Reporting automation on Major Incidents scope (Data acquisition & validation underMS Excel, Formatting with MS Word)

Neuilly Sur Seine

Helpdesk and on-Site Support Management for IT & Telecom (2,000 users)• Set-Up and Follow-up of Service Levels for activity & budgets [VBA Office]• Team Management (both internal & external) and Suppliers relationship (Assets and Services).• Accountable for Processes and Quality of Service (SLA)• Hardware Asset Management: Business Departments Procurement requests validation, Budget,Supply & Delivery Management. Hardware Assets Replacement Plans.• Planning & organization of internal moves & relocations.• VIP Support.• Technical acknowledgment and Training of new technicians to internal Processes & Tools.• Creation of Training sessions about Group’s IT-Solutions for new Subsidiaries integration.

Cergy Pontoise

Interface & coordination between Repair Centers & Facilities, Telecom Carriers and Sagem• Repair Centers Management through the 4 concerned countries.• In charge of Repairs (Process and Quality) made by the Repair Centers.• Seeking & opening of new Repair Centers, Technical actions, Training, follow-up, andcollaborative work with sales Teams.• Customer follow-up (Monthly reviews, Quality Plan, Process enhancement), inan ISO 9001/2000 point of view.• Contracts & litigation management

Paris

Microsoft Office Support Management for French-speaking Europe (France, Belgium, Switzerland)• Operational follow-up, Resources Management.• Accountable for Quality of Service.• Tools development for Activity Management, basedon MS Office [VBA Excel, Word, Outlook]• Communication vector and Training leader according to technical updates; incharge of Knowledge Management.• Direct relationship with Microsoft Monthly reviews, Quality Measurement, Target achievement.• L2 Support for Key-Account Contracts.

Paris

Operational Support Management, Customer Litigation management• Writing & validation of technical Knowledge-Base Articles (published on Microsoft Website).• Internal Escalation Point (L2).• Internal Trainer on new MS Office Products & Technologies.• Recrtuitment in coordination with HR Dpt (Technical analysis).• Technical Support for Key Account Customers.• Deployment, installation and support of proprietary Incident & Knowledge Management Softwares.• Technical Relationship with Microsoft.