A highly experienced bilingual IT Director with a proven track record of providing outstanding service to both internal and external clients, I have over 15 years’ experience demonstrating strong and varied hands-on technical skills, coupled with excellent leadership, organisational and communication skills.
Management of a team of six application support analysts in three different countries: France, India and Singapore. Optimisation of the application support chain by creating new and modifying existing support processes. Significant reduction in support ticket backlog. Fostered a productive and efficient team spirit in a geographically disparate team.
Company Description
FASTBOOKING provides leading-edge products and solutions to the hospitality industry to increase profits by maximizing direct bookings and brand visibility in the digital distribution environment.
I currently manage a team of 3 technicians handling: • Internal IT support for approximately 250 users, including a 24/7 Call Centre handling medical assistance cases. • Data centre operations for a site hosting resources (mainly email & BES services) for users in the Europe\Central Asia region. • Asset management (inventory & ageing hardware tracking & upgrading) Projects overseen: • Exchange 2003 to 2010 • Call centre Telco upgrade (PABX, ACD upgrade, voicemail & call recording). • Backup upgrade to BE2012 & EMC Datadomain integration. • SAN VNX5300 installation for Exchange 2010 & VM infrastructure. • SAN VNX5200 planned installation. • WAN upgrade. • Internet Upgrade. • Wifi Infrastructure Implementation. • Mobile phone migration to a new operator. • Migration from Blackberry to IOS • CAPEX\OPEX budget management.
Debevoise & Plimpton is a New York-based international corporate law firm.
Principal Responsibilities:
Manage a team of 3 people as well as internal Helpdesk for 140 users.
Implement Global IS strategy in the Paris Office.
Local datacenter\network infrastructure management (servers, WAN\LAN switches and routers, cabling, backup infrastructure).
Budget Management
Define and implement IT training requirements for non-technical office staff.
Projects overseen: WAN upgrade; Upgrade from Backup Exec 10 to 12; CallPilot voicemail system upgrade and rollout of desktop messaging client; Videoconference system installation; UPS upgrade; Exchange server upgrade; Blackberry Server Installation.
Develop and conduct Bloomberg technical courses to train client IT staff in troubleshooting and maintaining Bloomberg systems.
Internal Support:
IT support in a Windows 2000\XP Active Directory environment (approximately 70 people: Technical staff, TV\print journalists, PR staff and international office administration staff).
Manage IT spares inventory for Paris office.
Vendor Relations
Manage resources for rapidly changing daily priorities.
Paris Air Show temporary newsroom planning and set-up 2001, 2003, 2005.
Organisation and supervision of office relocations (internal and external).
Liaison with EMEA headquarters (London) for large projects and logistical requirements.
External clients
Pre-install planning, installation and maintenance in liaison with client IT.
Post-installation introduction of new users to system.
Support and maintenance of Bloomberg hardware and software for end users.
Presentation of new technology to clients - both end users and IT.
Manage Client spares inventory.
Telephone support for clients.
Sales technical support with prospects or existing clients.