Francois COVINDASSAMY

Skills: Satisfaction client · Calendaring · Sens de l’organisation · English · Event Management · Opérations de service clients · Leadership d’équipe · Service client · Efficacité organisationnelle · Leadership organisationnel · Diary Management · Communication · Confidentiality · Compétences interpersonnelles · Relation client · Travail d’équipe · Anglais · Front Office Operations · Microsoft Office · Gestion du service client · Gestion des incidents · Client Services

Skills: Satisfaction client · Sens de l’organisation · English · Event Management · Opérations de service clients · Leadership d’équipe · Service client · Efficacité organisationnelle · Leadership organisationnel · Communication · Compétences interpersonnelles · Relation client · Clerical Skills · Travail d’équipe · Anglais · Microsoft Office · Gestion du service client · Gestion des incidents

Project coordinator on Automation Anywhere with Bangalore in India

Creation of a website specialising in lifestyle for gourmet travellers.

Carry out day-to-day administrative, configuration, and monitored the equipment and users Masterise Desktop, laptop and sales registers computers Re-asset EZVISTA for more efficient use of incidents and requests module. Train, advise and offer technical solutions to computer users Provided 2nd and 3rd line desktop support for customers

• Mission a month on the project to improve the Service Desk within the IT direction at the ALTEN Group • Identify the strength and the weaknesses of the Service Desk • Provide major solutions to improve the Service Desk • Review the management tool of incidents and requests (EZVISTA) for a more smooth and efficient • Identify cross-cutting services that might impact the Service Desk • Motivate and guide a team of Service Desk technicians to work in a challenging environment

Managing a team of 4 helpdesk technicians which includes monitoring, planning and organization of their work Coordinate care registration and tracking problems and requests on all services rendered by the DOSI (applications, servers, desktops, network, telephone, access rights ...) Coordinate monitoring equipment (What's Up) attributed to his team. Ensure the appropriate rating of problems and requests with the tool BMC Magic and Mantis (Severity, classification, group resolution) Provide treatment in timely manner. Ensure that teams resolution level 2 (DOSI other teams, sub-contractors) deal with problems and requests in a timely manner. Approximately 1200 incidents and requests received per month

Provided 1st line and 2nd line desktop support for customers Log and manage all call using Universal Desk Center logging system Provide support of the local printer environment Using software deployment like PC Anywhere to maintain and support long distant users

Provided support on internal applications using software deployment like PC Anywhere to maintain and support long distant users. Offered technical solutions on insurance and accounting groupware (Astral)

Carry out day-to-day administrative, configuration, and monitored the equipments and users Train, advise and offer technical solutions to computer users Supervise 4 technicians in dispatching their priorities and workloads Handle the moving of 150 desktops & servers from Puteaux’s site to Levallois’ Headquarter

(Windows XP Pro, Office 2000 Pro), progiciels Lotus Notes 5,0, et Exchange 5,0 - Gestion du parc informatique / Veille technologique - Configuration des noms de domaines et adresses (IP) sous Windows NT serveurs et poste de travail NT 4.0 - Installation de Netscape 4.7 et Internet Explorer 5.0 sur 100 postes de travail; - Supervision d'une Iquipe de 4 techniciens (planification, organisation et suivi du travail) - Identification et Ivaluation des besoins utilisateurs en matiHre de bureautique, logiciels (Office 97), progiciels (Lotus Notes 5,0), et messageries (Lotus Notes Mail) - Configuration et paramItrage des postes de travail (Compaq), portables (Toshiba), imprimantes (HP), et rIseaux locaux (Novell Netware 4.11) - Conception et rIalisation des Masters pour installations avec Ghost - Assistance aux utilisateurs, plan de formation

Skills: English · Ensemble · Opérations de service clients · Leadership organisationnel · Front Office Operations · Gestion des incidents