Clovis Zopoula

Cloud optimisation from both cost and delivery of uptime and availability Best practices for Cloud operations using cloud tools for automation and orchestration of the compute environment. Deliver service level agreements (SLA) with Service providers as well as 3rd party support providers Dealing with budget development/management and the ability to forecast budgets Building / maintaining partnerships and relationships with stakeholders, business users & 3rd parties Delivering operational excellent Operating a multisite and multi Cloud, group wide, pro-active support service Innovation, service improvement & ownership Designing the future support models, structure and deliverables, working with managed service partners/third parties Driving operational efficiencies and service improvement initiatives across internal teams and managed service partners Engaging with local business contacts around service, customer satisfaction and service improvement Credibly communicating challenges, plans and progress Team engagement and development Defining/continual development team/business roadmap, complementing the wider plans as well as coordinating team specific service/technical improvement plans

- Lead, manage, guide and supervise 4 teams (End to end support of various services) (Iteration managers and Technical engineers ) Data Center , Mainframes and distrubuted systems.... - Ensuring that work is carried out to a high standard and complies with all IBM polices and guidelines, specifically IT and Health & Safety policies/guidelines. - The coordination of trouble tickets and change management to strict Service Level Agreements (SLAs). - Managing projects to support technical task execution and full ownership to ensure reporting and customer satisfaction. - The development, ownership and management of the Department budget through it’s full life-cycle. - Ensuring that the IT team is focused on their customers and delivers an outstanding level of 24*7 service. - The development of staff in soft and technical IT skills. - The management and implementation of Standard Operating Procedures (SOPs). - The management of continuous improvement and driving towards operational excellence. - Inventory and procurement management of IT equipment and services. - The representation of Support domain and Department in local, regional and global meetings. - Manage 3rd Party Vendors and Contractors - Lead multiple transformation and various operational projects

- Lead, manage, guide and supervise 19 FTE employees in 3 geographic locations (Budapest, India and Argentina) per company rules and regulations - Design escalation paths, Handle and Manage escalations. - Train and educate the workforce regarding proper work completion and adherence to company standards. - Monitor the timely performance of employees in the workforce and motivate them to accomplish more. - Assign duties/shifts to different employees per their areas of expertise. - Coordinate with human resources department in hiring the appropriate ressources and design appropriate training programs. - Conduct briefings and meetings before and after work sessions, which included praising individuals as well as clarifying areas of improvements. - Present regular report to higher management and stakeholders - Set team goals and set priorities - Maintain direct accountability of work scope and resources. - Prepare Project blueprints and manage projects throughout project life cycles. - Negotiate, Maintain and Own SLA’s performance - ETC.... more details

SharePoint Analyst - Developing and providing various SharePoint elements like Web Parts, workflows, master pages etc. - Support and design SharePoint Applications Services like build custom Workflows, InfoPath forms, User Interfaces (look and feel)… - 1st point of contact for SharePoint related issues - Lead Application Migration/Retirement Projects (Lotus Notes based applications to SharePoint 2010, SharePoint 2007 to SharePoint 2010. - Manage and analyse SharePoint related consults requests - Providing support and expertise to other teams and to end-users - Site Collector Administrator for various sites - Provide bi-weekly SharePoint training to Users Record Information Management - Perform assigned data entry to populate RIM software according to established procedures - Perform assigned tasks supporting the implementation of the organization’s approved data and record retention procedure and schedule - Information security risk assessments - Application Security and Control Advisor for KM team Business Line Application Support Engineer - Support SAP, GEMS, and BMC Remedy ITSM systems - Support in reviewing application operational risks - Identify deficiencies against information security standards - Testing of custom solutions - Gather business process requirement and propose solutions - 2Nd line support for Intranet and business Line applications - Take ownership, resolve and document Critical IT tickets. Projects: Took part of the implementation of “Enjoy IT” concept, create session of training in daily usage of IT tools/applications (SharePoint, Microsoft office, InfoPath, Outlook tips and tricks…) by business to enhance productivity of Business and less IT tickets for the IT department.

Customer Service Representative -Technical Support IOS (Apple) customers . - Resolve technical issue with IOS devices - Follow up issues till resolution or escalate IT Procurement - IT sourcing buyer - Handle strategic customers - Process orders and make sure we got the best deal