Operations Management

30 years of IT Service - Account Management experience for fortune 100 corporations. Focussing on Customer Satisfaction through Qualitive Services.

ITIL Certified Manager with proven qualifications in production support management, data center operations, application management, and project management. Top performer who consistenly seeks new challenges and opportunities and successfully exceeds goals and objectives. Extensive qualifications in resource management, with an in-depth knowledge of technology infrastructure operations services within the financial services industry. Proven project management skills in data gathering, prioritization, communication, testing, and implementation. Effective customer and inter-departmental liaison with outstanding troubleshooting, and relationship management skills. Currently seeking new opportunities/challenges in IT Management/Project Management.

More than 9 years experience in multilingual IT SPOC (Single Point Of Contact) HelpDesks for car, bank, domestic appliances and electronic industry. Management of IT outsourcing of world wide operating companies. Analysing the IT situation at client sites in Germany, Norway, Sweden, Netherlands, UK, France, Spain, development of IT HelpDesks implementation projects and IT solutions. Implementation of IT HelpDesk projects. SLA management, IMAC and process management, statistics, HelpDesk database administration, phone concepts, call distribution.

Applying analytical and quantitative skills, exceptional leadership and strategic thinking ability, creatively solving unstructured business problems, strong executive maturity, and a demonstrated capacity to drive results. Advanced operations analysis skills and experience in ITIL, MOF, MSF, Six Sigma, ISO15504, ISO20K, and CMMI. My role requires deep MOF/ITIL IT process knowledge, broad and deep technology knowledge and the ability to architect solutions by mapping customer business problems to process-combined-with-technology solutions. I have a passion for the customer, demonstrated through professionalism and striving for excellence in all aspects of the customer experience. I have been able to deliver articulate and effective strategic presentations to audiences of all sizes, resourceful and confident under pressure. Objectives include: Big Deal Support - Successful Deployments; Business Value and Customer Partner Experience; IT Operations and Management Architectural Guidance; Business Strategy and Solutions; Develop IT Operations Architect/Consulting Talent Pipeline and Community Worldwide Services and Business Group liaison

Director of Service Management - Arista Service Management Ltd

Technical excellence in enterprise management, Cross-technology knowledge in systems, storage and telecom infrastructure, 9+ years of hands-on and technology management experience at Goldman Sachs the top Wall Street firm, 18+ years of industry experience, Analytical and creative, Systems design and architecture expertise, Excellent engineering skills, Process oriented, Experienced in working in and managing multicultural global teams.

Level 3 Application Support Expert (Orange Business Services)