Freelancer profile translated to English.

Description

TEAM LEAD SPECIALIZING IN REORGANIZATION AND MOTIVATION

INFRASTRUCTURE AND SERVICE DESK MANAGER FOR 17 YEARS, ITIL FOUNDATION CERTIFIED IN IT SERVICE MANAGEMENT

Experienced team manager with particular expertise in managing employees facing personal and professional challenges impacting their performance. I am capable of restoring order within teams by creating a positive and productive work environment. My approach involves quickly identifying sources of demotivation and implementing effective solutions to address them. Thanks to my strong leadership and ability to inspire teams, I transform difficult situations into growth opportunities, thereby ensuring better cohesion and optimal performance.

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Villeneuve-d'Ascq (up to 50km)

ESM CONSEILS Freelance
Incident manager as a service provider
TECH
January 2025 - December 2025 (11 months)
Villeneuve-d'Ascq, France
➢ Incident manager as a service provider
➢ Change management across the entire customer service operation
➢ Monitoring of KPIs and SLAs
➢ Monitoring of incident response times
➢ Incident management and rapid service restoration
➢ Organization of crisis management teams for major incidents
➢ Monitoring of the incident portfolio and leading review meetings
Econocom
Service Desk Operations Manager
TECH
April 2024 - January 2025 (9 months)
Villeneuve-d'Ascq, France
Operations Manager – Econocom
2024 – 2025 | Villeneuve-d’Ascq
• Management of 40 employees in a multi-site environment
• Quality monitoring, SLA management, complaint handling
• Implementation of continuous improvement actions
• Coordination with internal teams and key account clients
PICTIME-CLARANET
Infrastructure Team Manager
June 2019 - March 2024 (4 years and 9 months)
Villeneuve-d'Ascq, France
• Management and leadership of 12 employees (DevOps Engineer, Network Engineer, Infrastructure ASSR, Public and Private Cloud, System and Network Security Architects, virtualization, storage, network, firewall, containerization, automation, etc.).
• Lean working mode: visual management and continuous improvement.
• Recruitment for the Technical Directorate team.
• Management of products and infrastructures spread across 3 datacenters (Paris and Lille).
• Leading the implementation of technical offers for clients.
• Participation in defining the strategy and steering the annual roadmap.
• Definition of the workload plan for the technical directorate team.
• Management and monitoring of internal projects and project management with coordination of stakeholders.
• Participation in change validation (CAB).
• Definition and implementation of training programs covering the entire scope of the Cloud & Security technical directorate.
• Monitoring of MCO (Maintenance in Operational Condition) tasks from Run (L1, L2, L3).
• Outsourcing management: implementation, definition of follow-up and 24/7 supervision strategies.
• Maintenance in operational condition with high SLAs (up to 99.99%).
• Budget and supplier management: annual definition, cost optimization, expense tracking, invoicing, schedule management, and team and skill organization.
• Monitoring consumption, supplier invoices, and managing purchase requests.
• Implementation of training plans aimed at developing employee skills.