Sébastien Pladys

For the Ministry of Justice, Ministry of Agriculture and Food Sovereignty, and Directorate General of Public Finance.

Within the Digital Services department, Technologies and Operations division, Collaborative Users office, Technical Support unit:

I provide visibility to all support actions for ITDs and business departments. I improve service quality and end-user satisfaction.

Supervision of field teams, inter-departmental coordination, and management of relationships with outsourced service providers (managerial oversight). 2 employees, 6 on-site subcontractors, and 20 remote.

Operational monitoring of telephony infrastructure and user support (technical support).

Review of procedures, implementation of continuous improvement actions, and support for organizational changes (change management).

Liaison between technical teams and business departments; facilitation of technical meetings and board meetings (client satisfaction and communication).

Monitoring of key performance indicators (KPIs) and service level agreements (SLAs), preparation of strategic reports, and implementation of corrective action plans (performance management).

Coordination of business continuity plans and response to high-pressure situations to ensure service continuity (crisis management).

Active contribution to internal digital projects, ensuring alignment with operational and business needs (support for cross-functional projects).

Achievements: Implementation of a Cisco call center and reduction of the backlog of incidents (-60% on telephony and videoconferencing).

Skills: Management · Telecommunications · UCC (Unified Communications and Collaboration) · Change Management · Cross-functional Management · Technical Support · Customer Complaint Management · Project Management · Steering

As an engineer, I played a facilitator role by reducing my superior's workload through proactive management of time-consuming tasks.

In particular, I optimized the morning checkpoint and the daily system status report, which led to significant time savings and improved overall responsiveness.

This efficiency allowed me more latitude to supervise technicians, ensure their skill development, and intervene directly on-site in case of complex incidents, which helped reduce operational tension and reassure users.

Foliateam (400 people), service provider, mid-sized company.

Skills: Management · Telecommunications · Technical Support · Outsourcing · Team Management

As a systems architect for a centralized telephony solution (Alcatel), I led my projects autonomously while fully integrating into the team.

I optimized system resources, simplified programming, reduced costs by rationalizing subcontracting and internalizing certain tasks.

Thanks to my expertise, I bridged the gap between sales teams, pre-sales, and client needs, proposing realistic, effective, and infrastructure-efficient technical solutions.

Present throughout the entire chain, I contributed to improving the user experience while ensuring technical consistency and resource optimization.

Architect of the Alcatel OmniPCX Enterprise solution based on client needs (3 systems in spatial redundancy, 46 cells), feasibility verification, Actis costing, data collection writing, infrastructure request processing, subcontractor monitoring, PBX deployment (Media Gateway and Crystal), network setup, PBX programming, subcontractor management (cabling and phone installation), client training, client satisfaction (correction and evolution based on collection), functional validation and acceptance.

Deployment of OmniPCX Office solution.

Deployment of Mitel VoIP solution (on virtual platform) and Centile.

Operator activity: line production, SIP trunk, and portability on Alcatel e10 then IMS Alcatel MGC10 and Italtel.

Deployment of simple Data networks (Cisco and Alcatel-Lucent). Interconnecting Cisco Networking Devices (ICND 1 and 2).

Hub One (640 employees) is a strategic subsidiary of the ADP Group.

Skills: Systems Architecture · Engineering · Project Management · Telecommunications · UCC (Unified Communications and Collaboration) · Alcatel · Mitel