Paul Chhean Email & Phone Number

Neuchâtel, Suisse

I am currently leading a team of 16 people, split across different countries and locations, providing a wide range of services:- GxP support and documentation for factory and laboratory computers.- Multiple tech bars including device delivery, repair, and technical support.- Over 60 Microsoft Teams Rooms which are checked based on alerts received in the Logitech Hub console.- IT support provided during internal and on-demand external events.- Local asset management including order, inventory, registry, configuration, and disposal.- First line for the configuration and support of Digital Signage.In addition to guiding the team in their daily activities I also spend time leading and organizing:- Local projects such as computers and mobile phones replacement.- Resource management and planning.- Information management through weekly meetings with the client, my management, and the team.- Performance management through one-one sessions and performance reviews.

Neuchâtel, Suisse

I acted as a relay between the customer and our team composed of 21 people. I ensured that any changes to the service were followed and implemented in our country, and that the service provided was in line with the contract by: - measuring KPIs - performing sporadic controls - implementing new processes or ideas - providing guidance and support to the other 3 team leaders I frequently created reports, in service-now or excel, and analyzed the data to identify trends and bottlenecks to propose solutions or escalate the issue if necessary. I also coordinated local projects by providing the team the necessary data, tools, and the plan to action it. The data was frequently used to provide status updates to the project managers or any key stakeholder.

Neuchatel / Lausanne

After 3 years as a coordinator, which consisted of being a SPOC between our local support delivery teams and our level one helpdesk located in Poland, I was promoted as a lead consultant for the IT asset management group. During this time, I managed and led a team of 12 people across different sites and countries. We were responsible of purchases, CMDB relations, hardware configuration, upgrades and retirements of all IT assets purchased by the customer services department (Computers, Software, Accessories…). We also ensured that an accurate and up-to-date log of assets, containing multiple data fields, was kept at any given time. The overall service was monitored by implementing KPIs and ensuring that they were met. In addition, on a quarterly basis, I prepared and provided an extract and analysis of equipment usage and cost trends and past vs. current expenditures for the preparation of the customer services financial planning.

Switzerland

- Service request queue coordinator with our service management tool: ServiceNow.com. Multiple assignment groups across multiple locations, in a complex environment including Factory, Laboratory, and “classic office”. An average of 1000 requests is reviewed every month.- SPOC between our local support delivery teams and our level 1 helpdesk located in Poland to discuss any urgent topics, to organize a specific task, and to review the quality of the requests created in our system by the helpdesk agents.- Monitor the incoming requests sent by our helpdesk to our local support team to identify any inconsistencies within these requests.- Dispatch the tasks to our support technicians, depending on the skills needed, and continuously monitoring the workload ensuring it is fair and shared.- Monitoring the overall quality of our support requests to allow us delivering a high service quality. Information such as the completion remarks are constantly reviewed ensuring all relevant information is entered, as it could be used for future reference / training opportunities.- Monitoring the timeliness of our service requests to meet the KPI’s established by our customer.- Informing stakeholders, service providers, service partners in case of outages.- To ensure that Service Management best practices are followed quick user guides are created, quality control checks are regularly performed, and aligned with our continual service improvement measures.- Following up on any complaints, face-to-face with customers to understand their concerns and work on ways to improve the services provided.- Mastered report creation in ServiceNow.com (using the existing SQL tables) in order to measure the performance/quality/efficiency of each team or for a specific service offered. - Knowledge Management: Coordinator role ensuring that any data kept is useful, relevant, reusable, clear, centralized. If not, they are adapted to the new context or archived.

Neuchatel

Neuchatel