Curriculum Vitae

 

Born tVarious 077he 14/03/1975
Spanish
Rue Frans Léonstraat 30
1140 Evere
Phone: 0477/77.32.61
Mail: Cette adresse e-mail est protégée contre les robots spammeurs. Vous devez activer le JavaScript pour la visualiser.Cette adresse e-mail est protégée contre les robots spammeurs. Vous devez activer le JavaScript pour la visualiser.

URL:  http://www.iglesias.be

Professional Objective

Searching for a function of IT Business Analyst, Project Leader or Project Manager

Certifications

 

  • 10/2013: ITIL V3 Service Strategy
  • 11/2012: ITIL V3 Service Design
  • 10/2012: ITIL V3 Continual Service Improvement
  • 04/2012: ITIL V3 Service Transition
  • 12/2011: ITIL V3 Service Operation
  • 12/2010: ITIL V3 Foundation
  • 01/2009: Prince2 Practitioner - P2R/NLPB077609
  • 09/2008: Prince2 Foundation - P2R/NLPB087128
  • 07/2008: ITIL V2 Foundation – 1059897
  • 05/2004: MCSE Windows 2000
  • 03/2003: CCNA  

Management Trainings

  • 11/2012: ITIL V3 Service Design
  • 10/2012: ITIL V3 Continual Service Improvement
  • 04/2012: ITIL V3 Service Transition
  • 12/2011: ITIL V3 Service Operation
  • 12/2010: ITIL V3 Foundation
  • 03/2009: PMI Project Management Methodology
  • 01/2009: Prince2 Practitioner
  • 11/2008: Assertiveness
  • 10/2008: Solving Problems in a Creative Way
  • 09/2008: Prince2 Foundation
  • 07/2008: ITIL V2 Foundation

Professional Experience

Projects experience

  • 01/10/2006-01/07/2008: Visio Conference deployment within EU buildings and offices worldwide: Planning and managing technicians, reporting to officials, respect of targets and creation of procedure for deployment.
  • 03/01/2003-30/06/2006: Cisco System office migrations: Mini projects (one by offices) planning setups, ordering, budgeting, preparing following established standards, requesting approval for the deployment, delivering and finally implementing till project closure.

FROM 12/09/2012 TILL NOW: CUSTOMER SERVICE MANAGER AT ORANGE BUSINESS SERVICES

Coucil of Europe Customer Service Manager and Etex Group Service level Manager, Change Manager, Financial Manager, Incident Manager, Problem Manager, Handover from delivery to OPS.

Reporting to the Customer Service Director of the European institutions

Duties:

·Producing the SLA reports
·Negotiating the SLAs and penalties
·SLA sanity check and align the contract the KPIs that can be really provided
·Documentation creation: SLA Templates, Technical templates, Standard changes, Change Management Process, CSI Process, Standard RFCs forms,
·Ensuring that SLAs can be provided
·Negotiating solutions with the customer
·Incident Manager: First level of escalation for all incidents (24x7), tracking and analyzing incidents to have proactive problem finding.
·Managing the European Service Desk in Antwerp and also responsible of the OBS L2 Support in Cairo
·Continual Service improvement

FROM 01/01/2010 TILL 09/09/2012: Service Manager & Infrastructure Ops AT SITA SC

Eurocontrol: Service Manager, Financial Manager, Continuous Service Improvement 

Duties:

  • Service Management: Producing SLAs on time, Reducing penalties.
  • Availability Management: Improving Service Availabilities
  • Incident Management: Managing the Service Desk and L2 Support, reporting and improving communication and SLAs
  • Service and relationship Improvement
  • Implementing new reporting tool.
  • Standardizing reporting

FROM 01/01/2010 TILL 09/09/2012: Change Lead Service & Infrastructure Ops AT SITA SC

Eurocontrol: Change Manager, Financial Manager 

Duties:

  • Document and assist in the development and publication of Change Management standards and develop, document and publish Change Management plans and procedures, ensuring these documents are updated as required.
  • Identify and monitor the CMDB and related improvement plans
  • Produce Schedules of requests for changes for managing changes to the live structure
  • Chair, when required, meeting tat review the changes within area of responsibility
  • Provide service & Infrastructure Operations support to internal and external customers in accordance with the terms of the customer contract and SLA
  • Act as the Change Single Point Of Contact, when required and co-ordinate the scheduling of intervention with customer and internal resolver groups ensuring the highest level of customer service and communications are maintained to deliver change according to the appropriate time scales and identified quality standards
  • Adhere t installation guidelines and industry best practices in order to deliver quality service & Infrastructure Operations
  • Report on the monthly performance of the team and provide feedback to the management team.
  • Coordinate and plan change management, configuration, design and implementation of the supported products and systems
  • Manage local suppliers in the provision of services for the SITA Service & Infrastructure Operations centers and report on services provided to management
  • Develop and/or maintain knowledge and configuration databases by providing accurate information for the IT management disciplines when required

From 01/10/2006 till 10/2009: Network Engineer at DIDATA

European Commission: Network infrastructure management 

Current duties:

  • IT Procedures creation according to investigated needs,
  • Standard procedure creation in order to make the handover of IT systems smooth.
  • SNET Wintel servers alignment management, planning and new solution discovery in order to improve team work,
  • IT network infrastructure management through incidents and change management.

From 01/07/1998 till 30/09/2006: System Engineer at Skillteam SA (Various projects)

General duties:

  • IT infrastructures management (Wintel Servers),
  • CISCO systems infrastructure management,
  • Customers support,
  • Procedures creation,
  • IT department management (Edelman and BC Components).

Held positions specification:

  • From 01/10/2005 till 30/09/2007: GSD WIntel team engineer at IBM for INBEV: Managing and maintaining Inbev infrastructure.
  • From 03/01/2003 till 30/06/2005: PM & IT Field implementation Engineer at Cisco Systems EMEA: Member of the EMEA team. Installation in Cisco Internal and at Cisco customer of the connectivity: Designing, ordering, configuring, planning and implementing. I passed 50% leading the projects.
  • From 27/05/2002 till 02/01/2003: Migration administrator at Totalfinaelf Belgium: Migration management.
  • From 01/11/2001 till 26/05/2002: Responsible for the following of Edelman Public Relations and assigned at the IT-Support and administration of BC Components.
  • From 01/11/2000 till 01/11/2001: IT Administrator (Support and network admin of Edelman Public relations, preparing budgeting, investigating needs, planning improvements. Administration -> creation of new standards and procedures.
  • From 01/09/2000 till 1/11/2001: Support Team: installation, intervention and repairing for Portima customers
  • From 01/09/1999 till 31/08/2000: DSS IBM Luxemburg (Hespérange, Colmar Berg): IT Manager of the IBM Colmar Berg (Goodyear) and Hespérange office.
  • From 01/07/1998 till 09/08/1999: AXA - Royale Belge : Installation of brokers and IPPA bank

From 05/05/1997 till 30/06/1998: Employed by M-A Group SA

  • Installation and support IT solutions WINNT/NOVELL

Technical Trainings

  • 07/2007: MPLS
  • 03/2004: BCSI
  • 10/2002: AIX 5L Basic Course
  • 04/2002: Administrating Win2KActive Directory
  • 02/2002: Cisco ICND
  • 03/2000: Condensed course of Notes 5.0
  • 02/2000: Lotus notes System Administration 1 (for Lotus Notes 4.5)
  • 02/2000: Lotus Notes Development 1 (for Lotus Notes 4.5)

Languages

  • French: mother language
  • Spanish: very good knowledge
  • Dutch: speaking usage
  • English: writing and speaking usage
  • Polish: good knowledge

Education

  • 1994-1996: ICHEC: Commercial sciences
  • 1994: High School ISND

References

  • David Faucon, Account Manager at the European Commission (Belgacom) 0478 33 91 15
  • Eric Goffin, Administrator of SLGI SA and PM at the European Commission 0475 66 56 70
  • Real Life (Customer since 2004) : Vincent Biron, Administrator 0475 82 75 15
  • Itelco SA: Philippe Houtteman, Management Consultant. 0478 27 75 90
  • Skillteam SA: Catherine Depreitere, Human Resource Manager. 02 743 49 00
  • Skillteam SA: Jeroen Geerts, People Manager. 0478 977 918
  • Edelman Public Relation (Customer of Skillteam SA): Karina Volkhemer, HR Director Europe Continent. 02 227 61 70
  • Edelman Public Relation: Jean-Francois Burguet, European IT DIrector. +39 0348 711 5623

 

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