Bulle, Fribourg, Switzerland
I am a highly effective, adaptive and dynamic IT Support Lead with over 15+ years of experience servicing multinational multicultural organizations. In my current role I successfully lead a global team in a highly complex and dynamic workplace often requiring bespoke IT solutions and significant IT infrastructure maintenance and evolution.
Leading a team of direct reports in Australia, India, Netherlands, England, Scotland and Brazil providing high quality proactive and reactive support in the APAC and EMEA region. Collaborating with the leadership of different workgroups, Network, Desktop Architecture, Cybersecurity, AIM, Access administration, Collaboration Tools, ensuring the seamless evolution of services and technology across the organization. Offering insight on the end user experience to inform key decision making. Coaching and mentoring staff to evolve their development and impact to the business. Monitoring all key KPIs and operational metrics taking prompt action in the event of deviations. Collaborating on the integration of a recent acquired company (Inmarsat) with a significant footprint internationally including the efficient migration of systems and team members with no reduction in service.
Operating in a dynamic and advanced R&D environment servicing highly skilled professionals with complex IT requirements often requiring bespoke solutions Servicing offices across Continental Europe and the US managing the time zones as required Building and servicing bespoke High Performance Computing Simulation Workstations Collaborating and negotiating with various venders to ensure their products meet the highly specific requirements needed by our business Managing the budgeting of IT procurement operating across various cost centres of key local IT infrastructures Contributing to the deployment and development of Jira as ITSM tool using ITIL and Agile methodologies Collaborating with the internal End User Solution, a Global Technologies Group, supporting and influencing their thinking on key IT infrastructure decisions trough a Corporate DevOps transformation Onboarding and IT mentoring new people to the EU company locations (Lausanne, Amsterdam, Tel Aviv and Turin) and European remote users to ensure their effective integration Providing 2nd Level support for On-site and Remote users in Europe Resolving issues in various languages promptly and effectively Evolving my skillset to aid the impact I can have for the company in my work
Team member of the IT department; ensure the IT Support and multimedia to students, professors, and other staff in different schools and departments: • Maintenance, updates, and configurations (PC, Mac, iPad, peripherals, and other equipment) • Network – Installation, patching et configuration of routers and switches. • Support end-user • Ticket management: Ensure the priority of the request and response to the SLA Analyze the incidents to minimize the number of issues Follow the incidents until their resolution
Team member of the IT department; ensure the IT Support to Vodafone stores in Algarve region Portugal Maintenance, updates, and configuration Technical support (computers, smartphones, and tablets) • End-User support • Ticket management: Ensure the priority of requests, and respond to SLA Follow the incidents until their final resolution
Short-term informatics courses - Office Suite (Word, Excel, and PowerPoint)
Member of the Business Intelligence consulting team, responsible for need analysis, development of Business Intelligence solutions: dimensional modeling, ETL, and reports. Oracle SAS SQL Server Business Objects Informatica Powercenter