Edson Kwamet Email & Phone Number

Ville De Paris, Île-De-France, France

Ville De Paris, Île-De-France, France

Managing day-to-day performance of external vendors to ensure compliance with contractual SLAsMonitoring and analyze SLAs and KPIsParticipating in steering committees with suppliers and propose service improvementsManaging within Cloud Services in a transversal manner any escalations to deliver and maintain a nominal level of qualityInvolved in the resolution of critical incidents (coordination with the various support teams)Analyzing the indicators and propose improvements and help in decision-making to improve performances Acting as Transition Manager to prepare a proper handover from Build to Run

Île-De-France

Managing high value and complex IT outsourcing contract for a Network Operation Center Driving synergy across platforms and service towers through implementation of streamlined processes, methods, tools and best practicesDeveloping standards and practices for onboarding new platforms and servicesTracking vendor engagements (both support and projects)

Région De Paris, France

Assisting the technical teams to restore critical service operations as quickly as possibleMonitoring Service Level Agreements (SLAs) of incident ticketsOptimising support processesManaging Incidents and Major IncidentsReporting to the business

Paris Area, France

Managing the daily operations of ENGIE IT Service DeskProviding ongoing monitoring of IT production systems including identification, resolution and escalation to proper servicesReviewing incident tickets for content, proper routing, first-call resolution, opportunities for first-call resolution and timely closure

Paris Area, France

Building, updating and maintaining a knowledge baseInterviewing technical experts and documenting information (workarounds, dependencies, non-standard or unusual solutions, etc.)Managing a team of 10 multilingual IT Helpdesk operators specialized in incident and request management

Paris Area, France

Market research and business development for an e-commerce website

Abuja, Nigeria

Initiating, planning, executing and monitoring projects in accordance with specifications set by international organizationsBudget management of annual work planIncreasing media visibility of a UNIDO programme

Kampala And Vienna

Technical and financial monitoring of crime related projects in African countries Compiling information and writing progress and narrative reports of a UNODC’s programme

Paris, France

Executing a benchmarking project, whose results were implemented in the 6,000 branches of the client. Developing various communication tools and promotional materials for clients from private sector and civil society organizations.

Vienna

Conducting research and drafting parts of a project document, which was successfully funded by the Economic and social council of the United Nations.

Postgraduate, International Relations And Affairs

Political Science