Jean Rwego

Achievements : * Project Management and Contribution Sco and Eco * Ricoh fleet renewal project for Benelux region * R&I Move from NOH to Xplorer * Zebra Printer installation and configuration Sco and Eco * Service Management and Service Deliverables Operation running - ITSM tool Helix, Jira * DT - Workplace representative for different sites : Klundert, Oudenaarde, Kallo * Beveren, Jemeppe sur Sambre, Walcourt and Linne Herten * Approve work orders in ServiceOne (Helix) . * Establish and maintain a regular, recommended monthly, formal meeting with the * Site Managers (Site Performance Review) . * Conduct and manage Site Service Reviews and Improvements related to DT Workplace. * Follow-up local action plans & pain points. * First point of contact of escalation. * In charge of communication and coordination of local crises and Major Changes in alignment with the Global Change Management processes. * Support Business Continuity Plans (BCP) . * Manage non-standard requests/out of the catalog e.g. new network required to equip new offices or new buildings . * Support and contribute to local projects. * Contribute to the implementation of new IT Solutions/Services/Changes * In Charge of local needs/requirements and accessories budget aligned with the global budget.

AWEGO IT Solutions mission is to provide high-quality Services to our customers while creating a new way / vision of providing Services and new platforms for Innovation. Customer and Innovation oriented vision

March 2022– August 2022 Workplace Service Management Consultant – Freelance Contract

2Grips helps its customers to align their service delivery with their business strategy and to improve it continuously and proactively. We give advice, we coach and we execute. In short, we help you grow as a service-oriented organisation focused on making and keeping your customers and end users satisfied. Our services are based on the 3 main questions within Service Management: · Where are we now? · Where do we want or need to be? · How do we get there? Depending on your needs, we provide our services separately or combined. And this with one aim: to get your Service Management challenges under control in the most effective and efficient way taking into account your organisation, your internal processes, your co-workers and tools. Need to get to grips with your Service Management challenges? Contact us on +32 14 76 23 19 or [email protected]. We can help you with: Service Management (ITSM) | Enterprise Service Management (ESM) | ITIL | SIAM | IT Asset Management (ITAM) | Service Management Tooling | Customer Experience Readiness | SIAM Readiness | IT Governance | SIAM Design & Strategy | Service Provider On-/Offboarding | Information Security | Business Continuity | Service Portfolio & Service Catalogue | Service Design | Customer Journey Mapping | Customer Experience Management | ITSM/ESM Tooling Selection Assistance | Automation and Workflow | Process Design | Multi-Provider Coordination |Service Delivery Plan | Service Improvement Journey | ITSM/ESM Tooling Implementation and Support | Training and Knowledge sharing | Interim Service Management | Freshworks | 4me | Ivanti Service Manager | BMC Helix Remedyforce

• Assess the capacities and requirements with all the Stakeholders on the Service Delivery-Device as Service HP new Deals • Design the Service Delivery and Support Process for HP New Deals • Communicate with key Stakeholders to approve new policies, regulatory change and give guidance to input into governance processes and Services Standards • Adapt and implement new Support Process strategy according to the new Service requirement for all HP Service Desk across the Globe • Design the Service Support workflows according the Device As Service Customer requirements and HP Standards • Manage the Service Implementation deliverables internal and with external Suppliers • Assess the actual Service Process and advise the Service Improvement and continuity Service Improvement with all the Stakeholders signoff and approval

• EMEA Service Delivery and Infrastructure Manager reporting to the CIO and CEO Achievements: EMEA Service Delivery Management- EMEA Service Desk Service Desk Workflow-Changes and Projects Management Service Desk Scope definition Service Delivery Catalogue Asset Management Catalogue IS Software Catalogue Service Level Definition On/off boarding process IS Onboarding training schedule and documentation Monthly Incident and Customer satisfaction reporting, measurement and targets EMEA Infrastructure Management Box migration to SharePoint 365 at the EMEA Level Win 8 to Win 10 migration at the EMEA Level Antivirus ( Sophos Antivirus ) migration at the EMEA Level Local Server migration to the EMEA Data Centre Standard Hardware alignment at the EMEA Level Security Policy and Process definition at the EMEA Level

Operation: Report to the Service Delivery Manager Manage SLA/KPI delivery on daily basis Report and assess any Ticket vending machine on any Irish Rail station Manage any refund request for any Leap Card user for any Transport Operator Complaint manage and follow up with Nation Transport Authority and any Transport Operator Escalate any issue related to product release, fault cards or card validator Team Management: Manage Team T&A, Schedule, and Payroll - with Support Functions Set goals and motivation for the team Carry out all One to One, Back to Works, Disciplinary and Performance review Coach the team member and provide refresh training where required Assess the Calls and Case and maintain the Quality Lever Provide training / maintaining training material and Go-Live assessments Maintain the headcount and ensure training for new hire is delivered Ensure the desk is covered and workload is distributed in event of absence/ holiday