France
I now work for Elexo for 10years, a company which is a distributor of high technology electronic equipements in areas such as test and measurment, rugged PC, tablet and PDA, IP network and telecom test equipments, RF and microwave components and sub-systems. I am dealing with Order management, client and suppliers, supplier management supplies, Coordination and preparation of shipments as well as billing on both sides...
I now work for Elexo, a company which is a distributor of high technology electronic equipements in areas such as test and measurment, rugged PC, tablet and PDA, IP network and telecom test equipments, RF and microwave components and sub-systems. I am dealing with Order management (client and suppliers), Supplier management supplies, Coordination and preparation of shipments, Support sales engineers (price offers...)
Dispatch of new requests to on-site technicians Processing mails Treatment and monitoring of incidents Data Center Monitoring of pending requests and identification of blocking points Update stored on the intranet repositories customer Project management on DATA Center Establishment of process monitoring and perimeter reporting via BO Operational and hierarchical tracking 9 technicians (planning, leave, production, SLAs, etc ...) Adaptation to customer needs Implementation of the Incident Management process and continuous improvement (ITIL) Implementation of SOX standard 4 DATACENTRE managed
TOTAL account 1st line support for incidents and service requests, worldwide users Management of French petrol stations' network Creation of service requests for support teams such as LAN/WAN/Phone /Messaging/Network Security To be the entry point for requests and incidents to the customer Centralize and harmonize the operating flow of customers. Provide input incidents and requests directly to the IT technical areas Ensure communication to the penalties, and hierarchical escalations Interface with communications between Supervision and who speak only French Participate in crisis management, and other Incident P1 Enter and follow to the end, the changes in the TOIP. Enter and track up to the closing scheduled jobs Wan operators Management of billing and tracking into production Total WAN links
Rhodia account Handling French and UK calls Windows account creation/unlock/deletion Software/Applications installation via TDU system Escalation to other support teams Support in Poland for the go live of the servicedesk
Amongst world leaders in Packaging manufacturing; Maintenance and support for various reporting systems and databases such as JD Edwards and Intranet applications Account creation/unlock/deletion Set people up in various part of the systems Administration of Intranet sites Sending update to sites contact Responsible for ensuring Quality assurance processes in order to meet end users requirements across EMEA manufacturing sites Testing in Rollout applications developed internally before production Finding Bugs post "go live" Logging calls in the tool so that issues are tracked. Follow escalation procedure by redirecting calls to appropriate developer Propose enhancements to systems to improve effectiveness and efficiency Establishment of documentation relating to the finished product and addressing the most frequent issues encountered by the users once systems set up Creation/Amendments of Applications User Guides Coordination of translations for quarterly JDE Releases Train so called 'focus experts' on intranet publications 10 sessions in one year 94% of satisfaction Technologies used: Operating systems: Windows XP, Windows 2000, Windows 98 Networking/Security: Citrix, Active Directory Desktop applications: MS Office Professional, Lotus Notes, Norton Anti Virus Networking applications: MS Exchange