Patrick Bertone Email & Phone Number

Barcelona, Catalonia, Spain

Barcelona Area, Spain

As leader of the Global Service Desk function globally, my role is to ensure that processes and organization is correctly set for success.This highly strategic role provides me the opportunity to develop an action plan and use my ITIL knowledge as well as my years managing a regional Service Desk and an Operations team to extend it to a global organization in 4 regions (LA/NA/APAC/EU).After the first concluded phase of reorganizing the global team (7 direct reports, 75+ indirects), I am… Show more As leader of the Global Service Desk function globally, my role is to ensure that processes and organization is correctly set for success.This highly strategic role provides me the opportunity to develop an action plan and use my ITIL knowledge as well as my years managing a regional Service Desk and an Operations team to extend it to a global organization in 4 regions (LA/NA/APAC/EU).After the first concluded phase of reorganizing the global team (7 direct reports, 75+ indirects), I am now in charge of modernizing and reviewing our internal process with a single objective which is to increase the quality of service provided to our internal customers.To achieve that we will focus on making sure the work and scope is standard across the regions by documenting processes, implementing ITIL further, automating low added value tasks, changing and renewing our communication channels, empowering Self Service etc... Show less

Barcelona Area, Spain

This position is accountable for leading regional EU IT Teams and supervise Regional Operations. The position is accountable for end user devices, problem management, incident management and escalation to Global IT partners as well as being the regional sponsor toward the global IT Team for all IT related problem and changes. This role is accountable for delivering core IT services within the EU Region and define IT Strategy and standard with global peers in alignment with the Global… Show more This position is accountable for leading regional EU IT Teams and supervise Regional Operations. The position is accountable for end user devices, problem management, incident management and escalation to Global IT partners as well as being the regional sponsor toward the global IT Team for all IT related problem and changes. This role is accountable for delivering core IT services within the EU Region and define IT Strategy and standard with global peers in alignment with the Global company one. • Manage the regional IT Team• Develop and execute Operations and Investments budgets for Europe (OpEx and CapEx).• Propose and redact new processes to improve quality of service.• Identify and automatize services/request that can be beneficial to “Business” activities• Interact with Global Technology Team on a daily basis, being the principal contact point for the Region• Optimize total cost of ownership while providing information technology service management.• Develop and maintain relationships with local information technology partners including providers of hardware, software, and IT services (based upon global standards and agreements). • Aligns and deploys resources according to priorities to meet business requirements• Participate in global work teams, to support initiatives• Manage end user devices as well as infrastructure hardware deployment based on LifeCycle• Sponsor Key IT initiatives within the region as well as Manage key ones• Administer regional personnel activities – vacations, work schedules, salary, benefits, personnel reviews, etc for European IT personnel Show less

Barcelona Area, Spain

• Manage the regional Service Desk team. (4 Team Leads, 20 analysts)• Administer regional personnel activities – vacations, work schedules, salary, benefits, personnel reviews, etc for European GSD personnel• Optimize total cost of ownership while providing information technology service management and delivery which meet or exceed customer expectations within the region.• Develop and maintain relationships with local information technology partners including providers of hardware… Show more • Manage the regional Service Desk team. (4 Team Leads, 20 analysts)• Administer regional personnel activities – vacations, work schedules, salary, benefits, personnel reviews, etc for European GSD personnel• Optimize total cost of ownership while providing information technology service management and delivery which meet or exceed customer expectations within the region.• Develop and maintain relationships with local information technology partners including providers of hardware, software, and IT services (based upon global standards and agreements). • Negotiate and manage agreements with vendors for information technology products and services to ensure the company realizes the best value for the investment • Develop and execute Operations budgets for Europe. • Aligns and deploys resources according to priorities to meet business requirements• Participate in global work teams, to support initiatives• Project manager for all EU IT related projects.• Manage end user devices deployment• Manage fixed and mobile telephony vendors• Sponsor Key IT initiatives within the region to improve End user experience as well as Manage key ones Show less

Barcelona Area, Spain

As IT manager for the country group (France, Spain, Switzerland) my responsibilities are to ensure that all IT services are running 24/7, including manufacturing process computers. I have at charge, 11 glass fabrication plants, French HQ and European HQ in Switzerland and 20 sales offices. To help me in the task, I have as direct reports 3 IT analysts and 3 Senior IT analysts located all over the country group locations.My main achievements in terms of project realized as IT manager… Show more As IT manager for the country group (France, Spain, Switzerland) my responsibilities are to ensure that all IT services are running 24/7, including manufacturing process computers. I have at charge, 11 glass fabrication plants, French HQ and European HQ in Switzerland and 20 sales offices. To help me in the task, I have as direct reports 3 IT analysts and 3 Senior IT analysts located all over the country group locations.My main achievements in terms of project realized as IT manager are :- Incident management tool migration.- LAN Refresh (active and passive components).- Email migration (Notes to Office365).- SCCM migration (Win XP to Win 7 under SCCM for 2000+ users).- Printer replacement (450+ printers).- Service Desk internalization.- Video Conference system (Polycom).- PBX Replacement.As Global Service Desk manager, my duties are to lead my team members to achieve the best quality of service towards customers.I act as escalation manager for any high priority incident and ensure that SLA’s are not breached.Another responsibility is budget for both OPEX and CAPEX for my countries, ensuring forecast and financial acumen.Due to my involvement with our Global organization and with the Incident Tool Management Team, I have achieved changes into our processes and services to the users :- Automated workflow for Onboarding and off boarded employees.- Asset optimization (phones, computers, servers) as part of our asset map.- Software request form and it’s approval workflow within Service Now. Show less

Barcelona Area, Spain

As lone IT representative in Spain, I had two main responsibilities, giving IT support to the business for two glass fabrication plant and 2 sales offices (support and administration of all IT related matters) and being the IT manager for the country.During those three years, I contributed to the IT change with several projects : - End of life computer renewal- Change in mobile telephony provider- Server Renewal- Badging system changeFor all this projects, and many more,… Show more As lone IT representative in Spain, I had two main responsibilities, giving IT support to the business for two glass fabrication plant and 2 sales offices (support and administration of all IT related matters) and being the IT manager for the country.During those three years, I contributed to the IT change with several projects : - End of life computer renewal- Change in mobile telephony provider- Server Renewal- Badging system changeFor all this projects, and many more, I lead the financial and contract negotiation and acted as both Project Manager and executioner.During this time under my supervision, the IT budget reduction reached 50% achieving an high increase of service and technology updates. Show less

Barcelona Area, Spain

Software Engineer with 8 years of experience in IT support inworld wide companies. Working in French, Spanish, Italian and English. High level support for backup solution for Enterprise customers. Providing solutions of backup for databases Exchanges, SQL, Lotus Notes, Oracle, SAP/R3. Configuration of large scale environment of backup. Resolution of issues.

Hardware technical support for France and Spain front line in Barcelona.Enterprise support for all server of Compaq and HP.Troubleshoot of hardware issues and OEM OS of Windows 2000 server and Windows 2003 server

Paris Area, France

Help Desk technician for Renault Cars for France and Spain and Italy. More than 60000 users across Europe.Domain Administration, resolution of all issues who can be opened by phone or remote control.TCP/IP, SMTP, Activ Directory.OS : Windows 95/98/XP/2000OS Server : Windows 2000 server/ Windows 2003 serverOffice, anti virus softwares....