Abdelhani Kissoum

Managing Infrastructure and Entreprise Client Services, including Workplace, Visio conference meeting rooms, VIP services, at the Company's headquarters as well as operations/projects at factories, Distributed Centres (DCs) and remote sites

As a Service Delivery Manager, Ensuring Service Continuity while the IT Services were going through process transformation. Managing the transition issues related to the change of the Outsourcing Service Provider. Liaising between Corporate IT Service Owners, IT Operations & Infrastructure and the Outsourcing Delivery Management as well as Technical Support Teams.

As a consultant in a major transformation project of the ITSM processes including the migration of the ITSM tool from HPSM to ServiceNow, my role is to: • Define the Change Management and Request Fulfillment processes workflow • Validate user requirements and test acceptance criteria • Drive the process stream and participate in the ITSM project committee • Promote the standardization and propagation of ITSM processes and related methodologies, organization and tools • Facilitate and lead various processes workshops to gather and validate technical and functional specifications and requirements in order to implement related decisions in the tool

As SDM BackOffice, my mission is to handle the Problem Management Process, to prepare and animate OPCOs meetings, and to manage Disaster Recovery Tests preps and plannings for Market Finance Services (MFS) Business Line Applications and Clusters.

Consultant for a Global XP to WIN7 Migration Programme, migrating around 100000 PCs worldwide (over 60 countries) from Win XP to WIN7 which is facing numerous challenges and issues: I'm in charge of Incident Management and Reporting SLA Management, Process Improvement Management

Managing daily IT production and ensuring the Sevice Level expected by the the critical Just in Time Supply Chain department, in charge of coordinating between, internal IT, the business client and the outsourcer (Technical and infrastructure services are outsourced), using ITIL/ITSM processes and tools. Ensuring that terms and conditions of the outsourced service contract are well respected Negotiated SLAs with the internal client based on the outsourced service contracts terms Performed monthly service reviews with both the business client and the service supplier Managing IT infrastructure and technical projects and coordinating with different groups and stakeholder to meet the project goals within time and budget

Maintained the reliability, availability, and security of the trading floor desktop and servers Created and updated user accounts on User Manager for NT Domains, Microsoft Exchange Administrator, and Novell’s NW Admin. Supported several Market Data applications, such as MarketWatch, Reuters, Open Bloomberg Managed multiple migration projects

Started as a Field Engineer, break and fix technician, dispatched to various clients to install and configure hardware or to troubleshoot/repair computers, printers and hubs. I became Systems Engineer taking over projects to install Netware Servers and Networks and troubleshoot issues related to LAN/WAN.