Eric Cisternas Email & Phone Number

Danemark

Nouméa, Nouvelle-Calédonie

Aubervilliers

In my role as Head of Infrastructure and Support:I manage infrastructure relating to on-premises and cloud solution on over 80 sites and more than five data centres.I monitor budget utilisation of at three million euro.I formulate IT infrastructure strategy and manage SAP basis infrastructure.I also set infrastructure for over five production units worldwide.I direct a team of over 20 personnel to ensure seamless project operations for robust portfolio management.For successful implementation as per clients' specifications, I define disaster recovery plan and provide guidance to the team.I manage suppliers and contracts along, while negotiating and setting SLA and provision of implementation support.My key contributions include:• Managed data centre optimisation project with a focus on cost, architecture, and functions.• Defined, set, and implemented service level agreements (SLA) and metrics to maintain excellent service delivery.• Initiated and completed infrastructure and support team restructuring.• Implemented ITIL processes across the organisation globally to standardise the planning, delivery, and maintenance of IT services.

Mantes La Jolie

In my role as Information Systems Director:I managed budget of three million euro and headed IT team of 20 members, streamlining day-to-day operational activities of data centre.I devised and executed IT policy while managing infrastructure for 80 sites with administration of 1000 telephone system users and 80 applications.I also directed the team for web development as per clients' specifications.To achieve set objectives, I implemented ITIL principles and GDPR.I oversaw information system transformation programme.My key contributions include:• Developed and introduced service catalogue along with setting and ensuring compliance with SLA and SOPs.• Defined and implemented IT strategy to over all designated sites.

Guyancourt

In my role as Global IT Infrastructure and Support Manager:I directed an IT team of 40 members in 54 various locations worldwide and managed project portfolio.As an information system transformation program manager, I established a new information system.I also served as an infrastructure manager for over 54 sites worldwide.I supervised SAP basis team and data centre with associated requirements and processes.My key contributions include:• Implemented ITIL processes relating to incident, problems, and release across the organisation.• Created and integrated central service desk.• Established a dedicated operations team and delivered monitoring and supervision.

Paris Area, France

In my role as Production Director:To ensure seamless day-to-day operational activities at the data centre, I led a team of systems engineers, DBA, Telco, and office technicians.I managed information system sizing, performance, availability, security, information system architecture.My key contributions include:• Incorporated ITIL process and restructured support and release management.• Provided support for processes and business intelligence refunding.

Paris Area La Défense, France

In my role as Worldwide Product Support Manager:I supervised a product support of team engineers across Paris, Montreal, and Hong-Kong.I facilitated customer support, professional support, presale team on ORSYP product line.For comprehension and timely resolution of customers' problems relating to infrastructure and software, I reproduced and assigned the issues to R&D with proper business priority.I played a vital as management escalation point internally and externally as well as coordinator of relations with R&D department.My key contributions include:• Enabled the product support team in becoming product expertise centre for ORSYP technical support.• Initiated delivery of ITIL based support for the organisation and facilitated processes refunding.

In my role as Software Development and Services Director:I headed a development team of four members and improved the actual solution with added features and fixed mal-functioning.I maintained robust management of infrastructure and telephone system (Alcatel).I also administered support team of three personnel to ensure seamless service delivery.My key contributions include:• Standardized software development and support processes, while implementing software roadmap.• Secured and virtualized the information system, combining five physical servers into one using Hyper-V.

In my role as Senior IT Manager:I directed integration and support team of 16 people over Europe, USA, China, and Germany.I ensured timely implementation of Auralog's solutions to large companies.I also delivered support to worldwide end users and hosted information system while managing data centre operations.My key contributions include:• Built a dedicated implementation team as well as worldwide support team of 16 members at three different levels.• Reviewed and defined processes for application maintenance and ends-user support.• Improved productivity output and SLA by developing productivity tools.

In charge of the IT team (12 people).In charge of the Information systems Department.In charge of the Infrastructure of the University.Main Achievements• Creation of the Information Technology Services (12 people).• New architecture of the Information system (new architecture L2/L3, new Enterprise Directory, new operations procedures).• ERP Oracle implementation.• Security enhancement of the Information system.• Helpdesk Creation.• Implementation of a campus wide Wireless Network (802.11 b and g).• Portal creation (uPortal)• Renegotiation of all the information technology contracts.• Creation of an Electronic Main Board reporting.• Reallocation of Finance resources.• Unification of 2 e-mail systems into a single one (Exchange 2003, 1800 mailboxes).• Migration of 350 Workstations from 2000 to XP.• Budget Management (2 M €).

In charge of the information & Technology department for EuropeIn charge of the infrastructure over EuropeIn charge of the European Team (5 people)Main Achievements• Standardization of IT Infrastructure over Europe (following US CTO standards).• Europe Wide Projects management (Systems, Networks, Telecom, Audiovisuals, Events).• Workstations Migration.• Creation of a centralized European Monitoring center.• Creation of a Multi usage VPN (Data, VoIP and Video).• Systems Administration across Europe (Systems, Network and telephone).• IT Team Management (5 people).• Budget Management for Europe (6 000 000 €).

In charge of the NT Server infrastructure.In charge of the monitoring plat-formMain Achievements• System Administration of 50 NT4 servers.• Active participation (NT server part) to a project which goal was the creation of a automated warehouse.• Implementation of the Patrol multi OS Monitoring platform.• Migration of the e-mail system from Exchange 4.0 to Exchange 5.5 whitout any disruptions.• E-mail system Administration (650 users).

In charge of the support for huge companies (more than 500 people), LAN Administration, Development of internal usage applications, Pre-sales.Main Achievements• Implementation of a centralized helpdesk system (home made).• LAN Administration.• Development of internal usage applications (Statistics, Data analysis).• Development of Statistics applications

Master’S Degree In Engineering, Information Technology

Master, Micro Electronics Micro Computing