Paul Tran

Transition manager, specialized in IT project and operation management. focused on customer satisfaction, innovation and continuous improvement.

Provide Operational Contract Management for major accounts with :

- contract industrialization

- service improvement

- cost avoidance

Feel free to contact me

Support on ITIL IT production process management

- Measurement: positioning of KPIs on processes (ServiceNow, PowerBI)

- Process Improvement

- monitoring of implementations in ServiceNow

- control of expected results

- Monitoring of indicators with outsourcing providers to improve operations

- implementation of intermediate CABs through CAB Workbench

Project Management:

- Implementation of "operational readiness" streams for private cloud projects, including the implementation of processes, indicators, service catalog, and automations in ServiceNow, SLA monitoring.

- RFP for outsourcing of industrial IT security elements

Support on the IT Business Continuity Plan (BCP)

- definition of risks to cover

- review of the inventory of foundational service components

- monitoring of critical applications and dependencies

- implementation of tabletop exercises

- monitoring of backups and restoration tests

Management of the application and infrastructure outsourcing service center

- Monitoring of service delivery managers

- Implementation of production KPIs

- reorganization of the service center

- Client follow-up with SDMs

- on x86 technologies, virtualization, storage, applications, middleware, Oracle, SQL Server, network and security, ITSM (iTop), Centreon monitoring, and Dynatrace.

Results:

- shift from 0% margin to 20%

- project completion and return to SLA achievement

- notably improved customer satisfaction