Managing a team of remote account managers located in Romania. Egypt and Hungary (service delivery managers) - delivering governance and service delivery management for cloud services across Europe, Middle East and Africa

Main point of contact between Oracle Managed Cloud Services and customer, coordinating projects according to customer’s specific requirements and business growth, coordinating technical resources in both proactive and reactive projects/actions meant to add value to customers. The type of job is project management, specifically in the Business Process Outsourcing services area. Main responsibilities include customer service level management within the ITIL framework, P&L analysis and management on the accounts portfolio within Managed Cloud Services

Amongst daily tasks:• Deliver cost effective results in line with contracted commitments;• In charge with Security and Audit compliance – in charge of reviews and actions;• Providing input to and help delivering transition plans (from a customer deliverable point of view);• Manage baselines according to the service plans;• Manage overall contract costs and provide input to budgets;• Provide leadership and direction to service delivery teams;• Owner of the service level quality and service delivery performance working with the Delivery Project Executive;• Continuous identification of opportunities to reduce costs of delivering the services;• Owner of Disaster Recovery Plan;• Monitor and manage the service delivery performance of IBM’s subcontractors and third party providers;• Manage the service according to the contract (Service Level Agreements, data and performance measures);• Support contract development / documents of understanding with service providers • Make recommendations for areas of contract changes that can improve service, can lower costs or can improve customer satisfaction;• Provide input to customer communication plan;• In charge of Alert notifications: explanations / clarifications to customer and IBM Global Services Personnel (i.e. Executives);• Communicate service interruption, root cause analysis, action plans, capacity / performance trend analysis and issues to agreed IBM and business contacts (as agreed with the Delivery Project Executive and with Project Executive);• Delivery of communications on day-to-day service operations to appropriate customer personnel;• Provide direction and input to strategy goal setting and prioritization for Service Delivery team;• Support accurate asset management accounting and control;

• Management of the Knowledge databases and coordinated the Knowledge processes;• Writing of documentation for various delivery teams/sectors within the accounts;• Training of Subject Matter Experts (creators of documentation)• Training of Knowledge Engineers (reviewers of documentation created by SMEs);• Training on the use of Knowledge databases (author + searchable);• Performing assessments of Knowledge databases as requested by project members;• Performing regular quality audits to ensure database quality;• Organization of Knowledge Management for the customers – assistance in the creation of knowledge databases;• Approval of access requests for Service Desk, Delivery teams and customers;• Creation and maintenance of Knowledge / Content processes and work instructions related to Knowledge Management

2nd Level engineer (customer facing via telephone and remote control tools) for app 40,000 users worldwide with the following tasks:Acting as a second line layer for issues escalated by both helpdesk and customer’s IT people;Performing troubleshooting via telephone and using remote control tools on end user’s workstations – Windows XP, Windows 7, Linux RHEL 6; Linux Ubuntu (10.04 LTS Lucid Lynx and 10.10 Maverick Meercat) – performing diagnostic and troubleshooting of network activities (TCP/IP network protocol, NetBios network protocol (for accessing Intel based servers)proxy servers (setting up and modifying as needed proxy packs); troubleshooting VPN tunnels (protocols used by Dial-In 2.5 and Dial-In 3 – authentication via IPass Connect infrastructure);Troubleshooting locally deployed applications: Lotus Notes (issues of replication local databases – Domino servers; LDAP authentication issues; scripts of extraction from X500 servers);1st and 2nd Level Server System Ops – Novell Netware and Windows servers (using Netware Administrator and Active Directory – managing users’ accounts, logon scripts, domain controllers, OUs); setting up and maintaining Tivoli Monitoring and Nagios monitoring systems on Citrix farms (both PS4 and XenApp5 architectures;Managing patches (APAR management) both on local workstations and on Citrix servers – pushing security patches and other requested patches onto workstations in Europe and North America using Novel Console One, Novell Zenworks ;First level troubleshooting issues with IBM Https webservers and Apache HTTPs webservers;Troubleshoot issues with SQL servers using MySQL and PHPand ASP scripting languagesMaintenance and update of the virus definition databases on Parent servers for Symantec Anti Virus running on Michelin workstations;

Coordinating of all IBM HelpDesk (23 people) in providing the agreed levels of service for Euromaster. Answering to all escalations from the customer or other IBM competencies regarding the End User service. Approver for all changes carried out on Euromaster IT infrastructure for EUS (End User Services). Ensuring procedural updates are made, all documentation is current and compliant. Ensuring the Help Desk knowledgeable (HDI) is up to date with current information, is functioning and available to all users. Ensuring a set number of calls and tickets are monitored according to the CSC call quality checks and results feedback to leadership Route cause analysis, using data available e.g. Scheduling, ACD, Call records, Stats data, call monitoring to identify areas for improvement the Total Quality Management Representative will make recommendations to the delivery teams and track the progress and results of these actions. Providing reports to CSC leadership on current improvement plans. Provides training based on center wide need / account need on general technology and account specific technologies as required to deliver premium customer service and quality

Having the lead of a team of 7 people - responsible with the technical quality of the solutions provided over the phone by the Helpdesk agents; respinsible for quality coaching (checking the quality of the tickets as well as the quality of the calls); approver for changes involving the team.

Worked as a first level IT analyst for France Helpdesk.Among tasks: taking calls for end users;resolving at least 65% of the calls on the first call;assigning requests and incidents to the right resolution group;follow up on the incidents and service requestsAchievements: declared the best IT Analyst from a team of 30 people in 2007.

Coordinated the logistics park for company's operations in North Africa (Libya, Tunisia, Nigeria)

designer and developer for web sites and promotional media for small businesses. Utilized contemporary design to create concise web sites for specific client needs. Site creation included use of CSS, HTML, JavaScript, MySQL, Adobe Flash, Swish Max, PHP, online payment features, and form processing. Created and assembled web graphics, including logos and advertisements. Designed email blasts and newsletters for site launches and event announcements.

Primary technical contact for critical issues for a global Intranet application used for opportunity management and global sales forecasting. Tasks included resolving technical failures in a timely manner, automating application monitoring tools, and providing technical expertise for application upgrades. Prepared technical training and process documentation for teams, to aid with day-to-day support issues.

Assisted with critical system outages, software upgrades, and capacity planning. Coordinated with business executives, software experts, help desks, and data source teams in a 24x6 availability