Gestion performances, risques, relations fournisseurs et contrats)

Gestion en gouvernance commerciale (Enjeux, Plan d'actions , SLA-SLO, KPI, Facturation et budget Capex-Opex ) Gestion contrats maintenances (TI-STI) comptes majeurs, KPI, rendements SLA-SLO, Renouvellement contrats - Gestion SAPGestion des renouvellements des licences TI-STI Gestion des paiements et crédits factures TI/STI Conseiller dotation et onboarding pour consultantsGestion (Projets vs OPS) vélocité Gestion des feuilles de temps des ressources consultantes multi-firmes

Gestion des changements Coorpo Dev/QA/Val/Prod et planification des activités Cut-Over. ChaRm ITSM SAP Safe Agiles. DevOps

Gestion RH/Projets/Fournisseurs et évolutions TIo Gestion du budget informatique Capex/Opex ($ millions).o Participe aux rencontres internes avec la Direction et apporte des suggestions/recommandations. o Détermine les fournisseurs qui seront les joueurs clefs pour la réussite suivant l’analyse des propositions contractuelles, approuve et gère les facturations.o Gestion RH d’employés et de l’équipe TI : Administrateur / Sécurité / PCO / Analyste ainsi que des consultants chargés projets. o Gestion des multiples fournisseurs qui touche la portion TI.o Gestion des projets stratégiques Finance/Web/Marketing/Achat et Approvisionnement/Informatique.o Améliorer les processus internes (meilleur efficacité) inter-équipes.

o Supervise les clients qui me sont assignés, valide la qualité d’implantation et assurer la satisfaction.o Identifie des initiatives concrètes pour soutenir les stratégies TI.o Accompagne la direction de l’entreprise dans la transformation de leurs TI.o Gestion des multiprojets clients durant l’année qui seront supportés par nos équipes de soutien technique. o Participe à l’intégration des nouveaux clients aux différents services offerts. o Recommande des projets aux clients et participe aux investissements pour l’évolution TI. o Aide à la sélection et des choix de fournisseurs (matériels, logiciels, techniques) et l’étude des opportunités d’affaires.o Supervise les activités d’exploitation bureautique et réseautique chez nos clients.o Faire le suivi des billets journaliers suivant l’intervention technique livrer par notre support Niveau 1-2-3.o Présenter les rapports de gestion aux clients et offrir des conseils d’amélioration.o Responsable de mettre en place des processus d’amélioration pour nos clients.o Rédaction du plan directeur pour nos clients. o Gestion des facturations mensuelles hors contrats, services gérés et l’infonuagique.

Champs d’expertises;• Administrateur de contrat maintenance et en gestion multi-fournisseurs• Analyste en solutions d’affaires et d’impacts• Conseiller en Gestion des changements et Coordination des problèmes TI en Infra• Conseiller et Support Technique TI• Contrôleur de Projets (PCO)• Directeur de comptes bancaires pour la livraison des services Domaines d’affaires : Bancaire / Commercial / Gouvernemental

( Switch to IBMer in Costa Rica )Change Management Committee Permanent (Banking/ Business Operations/ Corporate / Wealth and Financial Markets) business towers.Manage problem and change request from customer and IBM;Primary contact between the Delivery Project Executive and Delivery Support Organization;Integral part of the account planning and delivery support strategy;Support the DPE as the service delivery advocate/manager;Ensure positive customer satisfaction and customer relationship is maintained Provide Client specific technical requirements and support appropriate Drive/Manage service quality and improvement of service delivery processes;Drive/Participate/Coordinate crisis managementValidate if the change info are complete and respects the NBFGstandards;Validate the implementation plan; Validate that the missing certifiers / approvers should be added to the list (cat 1, cat 2 and cat 3 (in moratorium);Notify the change manager if the information in the change ticket is incomplete or does not respect the BNGF standards;Cancel the change subsequent to the failure or refusal of an exemption;Notify the Change Coordinator if a presentation to the Technical CGC is necessary;Distribute the implementation plan to the Change Coordinator, approvers and certifiers;Participate in the CGC / Urgent and Technical;Initiate the escalation procedure subsequent to a refusal of the certification or approval;Cancel the change subsequent to a refusal of the change ticket by the certifiers or the approvers or subsequent to the failure of the escalation procedure;

( Switch to IBMer in Costa Rica )- Handle all change requests for that are submitted through HPSM -MAXIMO tool whether it is Project related, Operational and Maintenance or Bug Fixes Changes. - Evaluate each change to check it respects all the pre-requisites depending the environment impacted : Implementation Schedule and Plan, Configuration Items (CI) targeted, Rollback Plan, Pre and Post Implementation Tests, Risk Evaluation, Projected Service Outage, Priority, Impact ...etc.- Submit changes to be approved or return them if they don't comply with the process (ITIL based). Once approved by all the concerned teams, submit the change to be implemented.- Participate in several meetings : Technical Change Advisory Boards TCAB, Change Management Comitee, Weekly reviews etc. that allow change management team to liaise with PMs, Integrators, Business Managers and other stakeholders and review the list of changes that were implemented and those to come.

Specialist in Maintenance Contract for Quebec, Montreal and the Atlantic Regions. Build an HW and/or SW maintenance contracts solutions. From IBM machines and/or other products such Cisco, Motorola, Wincor, HP, Dell, etc. Manage the customers billing, the annual reconciliation $ for any add-removed during the amendment and update the inventory in our system. Provide a budgetary pricing on demand and deal with local/international RFP's. Working with Procurement team when vendors is require to build the perfect customers solutions. On charge of Millions $ per year.

Manage the maintenance contracts on Automatic Teller Machines (ATM) such Desjardins (CPOP) and Laurentian Bank (BLC) accounts in Quebec-Toronto-Ottawa areas. On charge of the service calls to minimise the rpt calls, running montly Service Level Agreement (SLA) or Service Level Objective (SLO) report, responsible of all the out of scope activities and billing process , participate on the monthly/weekly customers meetings and providing many reports. Products: Wincor-Nixdorf & NCR ATM's machines. My goals was to ensure that machines was up-running 7/24 as much as possible to reduce the downtime of the customer and obtain there satisfaction of our services.

Supporting multi-customers within IBM-TS Team Quebec. Crisis management and\or customer escalation, manage the customer agreements service, traking and monitor hold for parts calls, repeats calls, out of scope activities. Make sure that we don't have HW or SW repetitive problem that affects the performance of the machine to please customers and gain there satisfaction of our services.

National Bank of Canada --- Preparing and running weekly report to determine outgoing issues on ATMs machines into the network and performance, was assign on Y2K project for any possible issues and responsable of the IMAC request Support Level 3 for controller MT 47xx to assist Ingenior/Regional Support/Country Support

National Bank of Canada ---Customer representative for Automatics Banking Machines to diagnostic various problems ; networking, communication, problem determination if it's hardware or software issues. Than refer the case to the properly person than resolving the problem.

National Bank of Canada and Alberta Treasory Bank-- Customer representative for Automatics Banking Machines for Supporting the NCR 50XX,56XX, IBM 3624,47XX for BNC Bank account and Alberta Treasory Bank account.

Security guard allocated to the transport of money for banking (Central Bank of Canada, Casino of Montreal, Counters and Safes hardly for BNC) Quarter of 12hrs shift day / evening / night rotation..

On charge of the Customer Services @ Bell-Mobility Cellular division, Responsable of the training of our Sales Representatives, Manage the Inventory and Coordonate the installations.