
Experienced IT professional with manager experience
Geneva Area, Switzerland

Experienced IT professional with manager experience
Geneva Area, Switzerland
Service oriented, ITIL certified generalist with an evolution of 8 years in IT support including 5 years in international and multicultural environments. Team coordination and work follow up for up to 30 people, including off-shore team members. Experienced in linking IT with users and users with IT.
SKILLS:
IT support
Team coordination
Projects
Communication & training
Multitask, trustworthy, proactive and adpatable.
CERTIFICATIONS:
EXIN ITSM: ITIL Foundation (2006)
Help Desk Institute: Help Desk Analyst (2006) includes Customer Service
Microsoft 2261A: Supporting users running Windows XP (2004)
Crystal Report (2004)
Cambridge: Proficiency (1998), Advanced (1997), First (1994)
(Privately Held; Pharmaceuticals industry)
September 2009 — Present (3 months)
(Privately Held; Pharmaceuticals industry)
May 2009 — September 2009 (5 months)
Quality and Process Control
Post Implementation Review
CAB chair
Crystal to Cognos reports migration project
Technology: HP Service Manager 7, MS Visio, Lotus Notes
(Information Technology and Services industry)
March 2009 — May 2009 (3 months)
Translate official documents and letters to/from the Ambassador office and other diplomatic staff from French to English and English to French.
Provide interpreter services for meetings.
PA to the Head of Chancery.
(Non-Profit Organization Management industry)
July 2008 — January 2009 (7 months)
Mandate from the SECO (Swiss State Secretariat for Economic Affairs).
Create and lead a survey project on IT in international companies based in French-speaking Switzerland about the following themes:
- Helpdesk and Support
- Services and Outsourcing
- Standards and Procedures
Technology: LimeSurvey, LiquidPlanner.com
(Public Company; MPI.L; Staffing and Recruiting industry)
April 2007 — January 2008 (10 months)
Lead & coordinate all projects with the IT Direction and development teams in Paris
Document all projects implying Switzerland
Business analysis, functional and technical specifications
Organize implementation changes of the systems to minimize business impact
Administrate minor changes in the main system (Profile)
Organize, supervise & analyze key user acceptance tests
Build and manage the new intranet website
IT manager tasks
Manage IT support, telecommunication and installations for Michael Page and Page Personnel in Switzerland (all locations)
Handle contacts with service providers and order telecom and IT equipment
Manage requests for improvement & new applications, research and advice on the possible choices
Main achievements: implementation of a new HR Management system; finalization of the workflow and interview web interface project
Technology: Microdec Profile, Polycom visio, Xerox web interface, OpenCMS, Blackberry
(Public Company; 201-500 employees; Information Technology and Services industry)
December 2004 — March 2007 (2 years 4 months)
Provide IS/IT services and consultancy
(Public Company; MO; Consumer Goods industry)
April 2006 — December 2006 (9 months)
Administrate HP Service Desk (Accounts, Person records, Templates, Configuration Items, Roles…)
Coordinate the Corporate Service Management SD4.5 Group, about 6 analysts
Participate to a few Service Management deployment projects & Kraft sourcing project
Work on procedures implementation based on ITIL principles
Be proactive on possible improvement changes
Perform QA activities and update documentation and training material
Train new key users and administrators within the system
Support SD4.5 key users and administrators and provide them with 2nd level support
Create BO reports according to CSM needs
Technology: HP Openview Service Desk 4.5, Business Objects 5.2
(Public Company; PM; Tobacco industry)
December 2004 — February 2006 (1 year 3 months)
Coordinate the support for SAP Project and help during the first go live
Coordinate the implementation of the new SAP support organization (CCC Europe)
Coordinate the support for the Continental Competency Center Europe
Organize and dispatch the work for a team of about 30 consultants, key users and specialists
Responsible for communication with customers, affiliates, support groups and SAP key users
Document support processes, user management, service desk management, coordination
Provide and update training documentation to the local support groups worldwide
HP Service Desk 4.5: register and deal with issues, manage Groups, Services, SLAs…
SAP: create/manage users, super users and user groups, assign roles and profiles, SUIM
Deliver reports and statistics using Business Objects
Technology: SAP release 4.7 and 5.0, HP Openview Service Desk 4.5, Business Objects 5.1
(Privately Held; Retail industry)
February 2004 — October 2004 (9 months)
1st and 2nd level support for all computer, printer, network and phone problems
Install PCs and applications manually or via RIS, work with Win 2000/2003 servers
Manage user network accounts and accesses with Ikea Management Utility tool (AD)
Participate to the implementation project of the new trading and administration system KIT
Participate to the migration project (Win 98 to Win XP and Win NT to Win 2003 server)
Implement the new server file structure
Reorganize and document the office universal cabling (IT and VoIP telephony)
Create IT user procedures and trainings
Act as a backup for the IT manager and for Ramses (AS400) super user
Technology: Ramses AS400, IMU (AD), IDEM (RIS), Snapware, TwixTel, Snagit, Crystal Report
(Information Technology and Services industry)
May 2003 — January 2004 (9 months)
Document website building and search engine optimization (SEO)
Show the 2 associates how internet works and what can be done
Create, edit and design websites for SME
Handle client meetings and requests
MS Office super user, Outlook and internet specialist
Technology: Dreamweaver MX, Photoshop 6, CPanel
(Privately Held; Computer Software industry)
December 2002 — January 2003 (2 months)
Specialize in Bandit (in-house developed application)
Document the system
Create the tutorial of Bandit
Test and evaluate the systems and bugs of Bandit
Support Bandit and MS Office 97/2000 users
(Events Services industry)
August 2001 — October 2002 (1 year 3 months)
Support up to 8000 users at 2nd level on MS Office, Windows and other applications
Act as a dedicated support contact for Managers and VIPs
Create, organize and give IT courses matching Expo.02 needs
Coordinate communication between users and managers and across departments
Configure special user accounts and manage the file server cleaning project
Participate to the migration of over 500 PCs and laptops from Window 98 to Windows 2000
Organize the coordination for on-site support on 5 locations with the service provider
Main achievement: train over 1200 Expo.02 managers & users on Windows and Outlook in 3 months
Technology: Docushare, DCL (helpdesk software), DameWare, Trivia VNC, TwixTel, TwixRoute, MS Frontpage 2002, Abex Visual Address, IT Base (MS Access application), Swix, Infopool
(Higher Education industry)
January 1999 — July 2001 (2 years 7 months)
(former Ecole Supérieure de Commerce de Neuchâtel)
Create lessons according to the teacher's suggestions/program,
Teach with student's books,
Prepare and correct dictactions, tests, vocabulary exercises, fill in the blanks,...
(Events Services industry)
August 1998 — October 1998 (3 months)
Reorganize and manage the office
Coordinate the team of 4 secretaries
Communicate with international delegations and other parties
Inform the medias
Act as an interpreter for the committee
Organize VIP stays
Main achievement: manage to finalize all last minute details on the deadline, like change of participants, new vendor booth, belated VIP arrival transport
ITIL 2006 — 2006
English, Journalism & Media 1996 — 2001
I started with English, French & German and ended up with only 6 months of German and one year of French.
Alltogether: 5 years of English and 2 years of Journalism and Media studies.
Some poetry I wrote while studying there was published by The International Library of Poetry and on their website www.poetry.com.
Federal Maturity E , Commercial - Economics , 1992 — 1996
communication, PR, media, coordination, computers, internet, photography, art, travelling, ice-skating, horse back riding, dancing, singing, acting, reading...
Member of the Committee of the Association des Anciens d'Expo.02 (www.ex-expo.ch), Imbewu (www.imbewu.org), WWF (www.wwf.ch), France Loisirs Suisse (www.fls.ch)
I have published some poetry at the International Society of Poetry (www.poetry.com), just search for my name.
Received the Editor's Choice Award 2007.
Elected as a member of the group "Best Poets of 2007".