Freelancer profile translated to English.
Back to original languageAbout David
IT Project Manager and certified ITIL ITSM consultant.
I help companies implement and optimize their ITSM tools to improve the performance and quality of their IT services.
My approach is based on comprehensive project management: initiation, design, execution, testing, deployment, training, support, and evolution. I place particular importance on clarity, communication, and user support throughout the project.
Committed to the human dimension of the profession, I enjoy building trust with teams, understanding their concrete needs, and sharing my knowledge to empower them.
Areas of expertise:
Integration and configuration of ITSM tools (Freshservice, ServiceNow, EasyVista)
Structuring and optimization of ITIL processes
Cross-functional IT project management
Training and change management
French
Native or bilingual
Can work on-site
Lyon (up to 50km)
Experience
- itamsysITSM Technical and Functional ConsultantDIGITAL AND ITDecember 2022 - Today (3 years and 6 months)Lyon, FranceConsultant integrating EASYVISTA and FRESHSERVICE ITSM solutions:- Requirement gathering, technical documentation writing- Facilitating technical and functional workshops- Configuring, parameterizing, customizing the application- Assisting the client during project acceptance testing- Training on solution usage or administration- Technical support and Third-party application maintenanceCertifications:-Easyvista Service Manager Foundation-Easysvista Service Apps-Freshservice Foundation-Freshservice Expert-ITIL 4 Foundation
- SNCF (Lyon)Project ManagerTRANSPORTATIONSeptember 2022 - December 2022 (3 months)Oullins, FranceClient Operational Manager (ROC):- Single point of contact for Business IT Directors and representative for the Run aspect- Ensuring commitments are met for activities performed (skills, resources, results)- Participation in client meetings and co-facilitation of complex or sensitive discussions- Contribution to defining the strategic orientations of the operational unit- Ensuring prioritization of requests and incidents- Contribution to the incident management process- Resolving non-compliance issues, producing reports, and managing the "incidents" aspect.#ITIL #Service #Client #Coordination #Reporting #Management #ITD #SNCF #Management #Incident #Improvement #Change
- Avaso technologieField Support Technician – Freelance at Avaso TechnologyDIGITAL AND ITJanuary 2020 - January 2024 (4 years)Lyon, FranceAs a freelance field support technician for Avaso Technology, I performed on-site interventions for major Japanese corporations such as Yamaha, Canon, and Mitsubishi.My responsibilities included:✔ Troubleshooting and replacing IT equipment (workstations, printers, servers, network devices)✔ Providing on-site maintenance and technical support✔ Responding quickly to client sites to minimize downtime✔ Managing interventions autonomously and ensuring client satisfactionThrough this field experience, I developed a strong ability to react effectively to IT incidents, work with multicultural teams, and provide quality service to key accounts.
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Education
- Information Systems Manager, Security Option (MSI SECU BAC+5)CESI2022Manager les aspects humains, économiques et organisationnels du support informatique de l’entreprise ; Gérer et manager le système d’information en intégrant les enjeux et la stratégie de l’entreprise ; Piloter un projet de conception ou d’évolution du système d’information de l’entreprise ; Mettre en œuvre l’expertise technique en informatique au service du système d’information.
- Head of Systems and Networks Engineering (RISR BAC+4)CESI2020Gestion de projet: -PCA/PRA -SLA -Plan de management des risques -Gestion des Budgets et du temps