Ruben Almeida

Several missions of Delivery Manager, PMO, ITIL expert, agile consultant, project management, transition manager, IT transformation, data analysis. Some selected missions (see below) : - Transition Manager and ITIL expert - PMO & Project management - Service Desk L1-2 department Head & Transition Manager - Delivery Lead & Release Manager - Coach for project methodologies (agile, waterfall)

For a major French Investment Management bank [Natixis]. Define and implement ITIL processes for Salesforce L1-L2 business support and reorganize the team (1 project lead + 4 IT support in India). - Assessment of the current team activity, performance, processes, data analysis - Define and set up the ITIL processes for the support team - Implement new Salesforce dashboards to follow the team activity - Conduct the team industrialization, reorganize several knowledge databases into 1 Teams + 1 Confluence - Reorganize the team adding a L2 business support team in Paris to alleviate the L3 support managed by the client Tools: Salesforce, Confluence, ServiceNow ; ITIL

For a major French Investment Management bank [Natixis]. Manage a project to replatform the marketing website: study to upgrade the CMS Joomla or migrate to Adobe AEM. Coordinate the teams (AWS architect, AEM experts). For a major French Retail bank [Crédit Agricole CASIM] : PMO for the client business team to launch a website about public aids for energy efficient refurbishment and to provide loans for the clients to renovate their houses. Manage the planning, coordinate the teams (build, test, deploy, security, providers), report to the business.

For a major Insurance company [Generali France]. Transition manager to transform the IT helpdesk level 1-2 into a Service desk and to improve it. - Design the reorganization of the Service (team of 18 interns and 47 externs into 8 providers) to rationalize the team and improve the performance and the quality of the client support - Launch new services (kiosk, proximity) - Improve the processes, tools and reporting - Define the KPI & SLA for the teams and the associated reporting and a dashboards in ServiceNow - Implement a tool for historic and ongoing ticket analysis: proactively monitor the incidents, improve the knowledge base, take action with level 3 support for recurrent incidents - metric and data analysis for the KPI and the activity - 3 RFPs conducted, including transition of the L1 support (25 technicians) to another provider (5 months) ; and regrouping about ten N2 service providers - Delivery manager of the department and operational management during the absences of operational managers - Achievements: CSAT from 75% to 90% ; L1 pickup rate from 70% to >97% ; backlog reduced from 1400 to 200 tickets (task force) ; aging ticket reduced from 30 to 10 days - Tools: ServiceNow ; ITIL ; volume : 180000 calls/year, 150000 incident tickets/year

For a major French Insurance company. [Axa] 2.5 M€/year; 24 people onshore/offshore. Maintenance of an online digital insurance underwriting software for real estate borrower on Salesforce Cloud in B2B2C and B2C and the claims tracking management software on Salesforce. - Team of 24 people (18 offshore in Mauritius) in agile scrumban, on Salesforce and Jira - Manage the delivery, budget (forecast, CI, EAC...), invoices, quotes, project and bau teams, planning, releases and quality - Governance management: reporting to client (steering and project committees) and Accenture management (budget, quality, risks, security, client relationship) - Follow up the SLA, KPI, the quality: all delivery KPIs are at or above target - Metric and data analysis for the KPI and the activity - Implementation of DevOps and process improvement - Set up and improve the KPI dashboard - Client management team in Paris and Ireland Tools: Salesforce, Jira ; ITIL ; agile scrumban

For a French Asset Management bank [Crédit Agricole CACEIS]. Define and implement the IT project methodology (agile and V-model) to industrialise the process and switch to agile projects. Coordinate several stakeholders (client and external IT resources) ; Reporting to client (committees, RAID, …) ; Change management for the use of these methodologies (training, follow-up ...)

Manage an outsourcing team of 10 people for 50 applications for a French bank [AfD] (co-manage the whole team of 17 people). 1.5 M€/year. - Responsible for the SLA & KPI and the success of the project - Planning, prioritization, monitoring - Financial and budgetary follow-up (quotes, invoicing, budget, consumptions, EAC…) - Conduct of monthly operational committees with the client and participation in the steering committees - Technical lead, peer-reviews, scoping - Hiring participation Tools : sql, VB, VBA, html, JS, Oracle, BO... Waterfal projects. Business applications for Front/Middle/Back Office : project & client management, bank loans, risks

Computing & Web programmer in various technologies (dhtml, Lotus, ColdFusion, java, C++, PHP, CSS, sql..., Apache, Oracle, MsSql, MySql) in various projects for several clients. Technical lead, deployment, tests, scoping, documentation. Programmer and technical lead on a PeopleSoft HRMS 8 project. Responsible for the team (2 persons) and the technical choices. Developments, peer-reviews, documentation. Autonomous & Responsible for my developments.