• Responsible for the overall Program and all Projects within the Call Center / Maintenance Operations IT Project portfolio. Co-ordinate resources, priorities and development plan with Solution Design Owner and key business stakeholders.• Manage individual projects to implement the Call Center and Field Mobility solutions in new countries• Manage a team of 2 Project Managers directly and 4 other PMs and Application Specialists indirectly• Participated in new Field Service Management (FSM) Program to plan rollouts of a new Call Center / Field Service solution (based on Salesforce) once development Project terminated.• Managed a Project for KONE Way Harmonization to prepare all countries for implementation of FSM. Organizational structure changes, Contract and service order harmonization and data harmonization / cleanup.• Implemented a Mobile Device Management solution (SOTI) for the 40k+ mobile phones used by Kone Field Technicians around the world (25+ countries in Europe, Asia and Middle East)

• Worked with a team of PMs and Application Specialist who implemented Konect (Call Center Incident tracking solution based on Remedy) and Kone Field Mobility (KFM) in 25+ countries worldwide (Europe, Asia and Middle East)• Collaborated with Solution Developers to plan version upgrades implement new business requirements• Responsible for training and coaching for new hires into the Project Managers and Application Specialists• 3rd Level Support for Konect (Remedy) and KFM

• Remedy Support and Development (KONECT - Call Center incident tracking solution)• Implement KONECT and KFM (Field Mobility tool) in multiple European countries

Contractor at IBM in La Guade, FRANCE• Supervision of IBM’s international client’s network and server infrastructure using Tivoli • WinNT and UNIX servers: Exchange, Oracle, SAP and BAAN • Validation, troubleshooting and resolution of incidents, escalation to Tier 2 administrators when necessary• Incident and outage management coordination between Administrators and IBM and client management teams

• Administrate NT Servers; NT workstation, Win 2000 Pro, Win 95/98 clients• TCP/IP LAN and WAN infrastructure; PBX Administration• Prepare and rollout client images of NT, Win2000, Win 95/98 using GHOST• Support Exchange/Outlook, Lotus Notes and MS Office applications• CRM Support and Administration – Clarify and Remedy

• Implemented Call Center for Lucent’s EMEA Data Network products• Hired and trained staff for 24*7 operation handling call receipt

• Train and develop new employees over 8 week course to effectively process customer calls regarding Amadeus travel agency network• Develop hardware troubleshooting and customer satisfaction techniques• Network consisted of UNIX, DOS and Windows OS, LAN networks, analog and frame relay communication networks, printers• Tested Amadeus Beta products and acted as 3rd level of escalation• Develop and supervise a team of 1st level technicians