Belgium
• 12 years experience in information and knowledge management • Excellent analytical, organizational, written and verbal communication skills • Objective-oriented with positive attitude and attention to detail and deadline • Able to work autonomously and as a co-operative team member in a multicultural environment Specialties: • KPIs management and process improvement • Change management and Business Analysis for the implementation of SharePoint at company level • Working experience with Microsoft Office, SharePoint 2010 and 2013 • Proficient in Italian and English with good knowledge of French and Spanish; basic knowledge of German
Sales and Aftersales workbench
Responsible for TME helpdesk, with 6000 customers every month (internal and suppliers). Focus on process efficiency and customer satisfaction; supported by: established KPIs, problem management and continuous improvement. IT service management framework and ticketing system used: ServiceNow - based on the ITIL service delivery model.
Project management for the implementation, promotion and support of the following IT processes and Tools, aiming at improving member efficiency, knowledge management and collaboration: • Social Collaboration and Knowledge Management tool • Web, telephone and video conferencing solutions • E-mail system Responsible for driving the change in several business unit to use collaboration tools by conducting business analysis, project and change management. Responsible for ensuring compliance of IT systems and processes with corporate governance. Developed, organized and delivered training to 1000+ members across the company.
• Reorganized and expanded the ITU-T directory of security standards and the electronic identity management wiki