
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)
May 2009 — Present (3 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
(Non-Profit Organization Management industry)
July 2008 — Present (1 year 1 month)
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
(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.
(Information Technology and Services 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
(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; 1001-5000 employees; Information Technology and Services 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
(Public Company; 10,001 or more employees; 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
(Public Company; 51-200 employees; International Trade and Development 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
(Public Company; 1-10 employees; 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
(Public Company; 51-200 employees; Information Technology and Services 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
(Educational Institution; 201-500 employees; 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...
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".