Eloi david Kouadio yao

Attend operational telephone conferences/meetings Ticket analysis and reporting (quality, SLA compliance) Recruit and retain a committed team Develop through training plans, 1-to-1 coaching and regular appraisals Work closely with internal and external clients, suppliers and additional stakeholders to deliver requirements. Perform regular quality control checks on the service provided by the client Produce and maintain documentation detailing all systems. Keep SLA’s and help the team to achieve the target KPI’s Consult the SD Analysts with regards to particular tickets Handle escalations of particular tickets Run & analyze operational reports Support the Project Leader with data/inputs for resource planning and shifting management (in line with: language coverage, backlog handling, aged case reduction, chat availability, email distribution, out of office workload planning) Gather input/data for PL’s Metrics and Quality control activities (weekly, monthly) Monitoring and influencing account specific SLAs and KPIs Solving conflicts, issues reported by team members or escalating them to Project Leader or SDM Assist SM in creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort Motivate and inspire team members

• Analyze knowledge gaps, collaborate with the operational management to identify training needs in the operational staff • Assisting SD/SA leadership and team leads on the ground with responding arising questions • Assisting config teams in gathering required information on customers/contracts (e.g. complexity, multiple desk, etc.) • To be a key enabler in the Operations Support process in order to achieve Quality objectives and standardization, ensure high awareness and understanding of the end-to-end business and cross-functional processes in the Operations Support process line. • Identifies best practices and process improvements across regions, works together with the project teams in projects, impacting related areas and ensures that the knowledge documentation is maintain and updated. • Participate in meetings as requested and provide minutes • Help to improve and implement new technologies, tools, processes and policies • Document new technical solutions • Document and share best practices with other colleagues • Involvement in creation of knowledge base, close collaboration with knowledge manager • Involvement in knowledge transfer • Trainings (new joiners, refreshment trainings, new information/processes) • Gather up-to-date knowledge and follow up process changes • Provide group and personal related feedback to team and agents • Share information both via email and personally • Identify knowledge gaps and weaknesses and organize trainings accordingly • Support the project’s management handling escalations • Assist the Service Delivery Manager with any other technical related task

ITSM Transition SME / Incident management -BRITISH TELECOM PROJECTS Ensure smooth Transition from BMC Expedio to BMC Next generation • service desk Including all related departments at Budapest, Debrecen and Sao Polo, Brazil Office Possibly provide information/input on migration plans/planned activities based on perceived experience in pre/live migration activities, help advise on picking next customers/contracts • Observe/measure system performance in live environment (comparing to Exp IM) • Support / train ambassadors, handover once migration activities finished Pre-migration activities • Assisting SD/SA leadership and team leads on the ground with responding arising questions • Assisting config teams in gathering required information on customers/contracts (e.g. complexity, multiple desk, etc) • Assistance in shadow ticketing activities • Following up with agents on shadow tickets • Progressing shadow tickets and escalating to CIO (if not carried out by SA/SD agents) • Reporting issues and recording observations (if any) • Feedback to support Go-No Go decisions by CIO leadership based on pre go-live activities Live/Post migration activities • Supporting agents in carrying out BAU activities on NGSD in live environment • First point of contact for agents to ask for help / guide agents • Escalate to/ask for help from relevant parties in case of any occurring problems (e.g. design, dev, etc) • Record issues, defects, new requirements • Chase/follow-up on recorded observations (if applicable/required) (at least the design/dev - cio owned/system related) • Train/help agents with workarounds (if applicable/required) • Feedback mission critical issues (preventing BAU operations) to CIO leadership team for further evaluation • Observe/measure agent/user satisfaction and feedback to CIO (possible user surveys on occasion)

Tasks & Responsibilities: • Investigate and resolve technical requests from users • Provide high level IT support for both Customers and Colleagues • Adhere to all established case handling policies and procedures, including documentation of proper case detail into logging tool • Build documentation to provide the customer with known problems and possible solutions • Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey. • Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers. • Proactive monitoring & Perform documented Escalation process. • Troubleshooting on Application Support (Off Shelf or Customized) • Troubleshooting on Printers & MFD’s • Troubleshooting on VPN software and Collaboration tools • Troubleshooting on Password Reset tools and Remote Control tools • Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals and Networking • Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony) • Interaction with internal and external stakeholders Experience: Migration process - Overview of the migration process - (Prepare the Plan migration, Migrate mandatory settings, Verify that migration is successful, Perform post-migration tasks, possibly including demotion of the source).

Tasks & Responsibilities: • Investigate and resolve technical requests from users • Provide high level IT support for both Customers and Colleagues • Adhere to all established case handling policies and procedures, including documentation of proper case detail into logging tool • Build documentation to provide the customer with known problems and possible solutions

The IT Service Desk Analyst will provide first and second line technical support to internal staff. Provides technical support for any aspect of the information systems department, including computer hardware, operating systems, applications and networks. Requires troubleshooting and good human communications skills. Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal staff via telephone and email Maintaining an Asset Database and track changes 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, Laptops, PCs and Printers Troubleshoot basic network issues such as ADSL broadband issues Escalate unresolved calls to the infrastructure support team Log all calls in the Service Desk Call Logging system Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Publishing support documentation to assist staff with requests for information & provide staff training if required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. To arrange for external technical support where problems cannot be resolved in house