Saidou DIALLO

1/ Service Delivery Management - Service Quality Assurance: Ensure that IT services are delivered according to agreed-upon standards and service level agreements (SLAs). - Incident and Problem Management: Oversee the resolution of incidents and problems, ensuring minimal disruption to services and timely resolution. - Service Improvement: Continuously evaluate and improve service delivery processes to enhance efficiency and effectiveness. 2/ Team Leadership and Development: -Team Management: Lead and manage a team of IT service professionals, providing guidance, support, and performance evaluations. -Training and Development: Identify skill gaps and arrange for necessary training and professional development for team members. 3/ Stakeholder Communication and Relationship Management - Client Interaction: Act as the primary point of contact for clients regarding IT service delivery, addressing concerns and ensuring customer satisfaction. - Internal Coordination: Collaborate with other departments to ensure alignment and support for IT service delivery objectives. 4/ Project Management - Project Oversight: Manage IT service-related projects, ensuring they are completed on time, within budget, and to the required standards. - Resource Allocation: Efficiently allocate resources to various projects and service delivery tasks, balancing workload and priorities. 5/ Budget and Financial Management - Budget Planning: Develop and manage the budget for the IT service delivery function, ensuring cost-effectiveness and alignment with organizational goals. - Financial Reporting: Monitor and report on financial performance, identifying areas for cost savings and efficiency improvements. 6/ Compliance and Security - Regulatory Compliance: Ensure that all IT services comply with relevant regulations, standards, and policies. - Security Management: Implement and maintain security measures to protect IT infrastructure and data.

 Understand and map business requirements into IT Service Management workflow processes.  Streamline workflow processes with the use of automated solutions.  Develop workflow, catalog items, tasks, UI, and forms on IT Service Delivery platforms and systems.  Maintain and provide technical and system support on IT Service Delivery platforms and systems.  Identify areas for improvement and develop solutions to improve end-user engagement in using IT services.  Keep up with technology trends and collaborate with software developers on new robotic/workflow automation tools and mobile applications.  Perform application development and configuration on IT Service Management platforms and systems.  Supporting Microsoft Office 365, MS Teams, and MDM (workspace)  Networking, Wi-Fi, VPN,  Supporting Microsoft Windows and MAC  Deployment through Microsoft Autopilot software. (The Group IT Service Delivery team strives to deliver high-quality service and experience to the end-users in the organization and constantly questions the status quo to improve our capability. Our vision is to establish a modernized service delivery ecosystem through digitization, data analytics, and intelligent process automation. I am working with a team of energetic and passionate people who aims to bring new digital experience and productivity to the work culture. The Service Delivery Specialist is responsible for the development of new capabilities and maintaining the IT service management platforms and systems).

 Provide support to customers of Office and Retail Shops  Supporting Microsoft Windows 10 and OS  Supporting Microsoft Office and associated applications/add-ins support  Networking, Wi-Fi, VPN, DNS, TCP/IP  Supporting users on Microsoft O365, MS Teams, and MDM (workspace)  Experience in SCCM automated build and software package deployment  Experience in supporting Hardware including Thin clients, desktops, laptops, printers, and peripherals  Experience in supporting mobile devices (iPads, iPhones, etc.)  Co-ordinate with local vendors for hardware issues and replacement of equipment  Experience in fulfilling the Starter and Leaver requests (i.e. set-up of desktop/laptop / IPAD, installing screens, patch port cabling, software configuration, mobile setup)  Providing support in installing and configuring IT assets in Shop and working with vendors.  Supporting performance and client-related issues resolutions  Asset management and recording ability. Maintain and report hardware asset stock  Hands and Feet support for Infra devices (Network and Servers) Technical support.  Floor support during and post major incidents  Co-ordinate with UK Service Desk, Operations Managers and Tower Leads for issue resolution

 Gestions des différentes plateformes (Mobile Iron, Chiffrement RSA, SCCM, etc...)  Gestion Active Directory (avec toutes ses fonctionnalités)  Gestion des accès aux différents répertoires des servers  Gérer l'installation et la maintenance du matériel et des logiciels, y compris personnels postes de travail, imprimantes pour employés, appareils mobiles, écrans multimédias, projecteurs, prise en charge du système de vidéoconférence.  Élaborer des procédures et superviser la planification des rendez-vous des techniciens.  Tester, planifier et superviser le déploiement des nouvelles versions du système d’exploitation,  Gérer les diagnostics et la réparation du matériel, et contacter les fournisseurs de services appropriés quand c'est nécessaire. Recommander des solutions, superviser et vérifier que les problèmes ont été corrigé et tenir des registres des travaux effectués.  Développer et documenter les processus et procédures utilisateur normalisés et «comment» Documentation.  Offrir un support standard aux applications Avaya. (@office, altitude, etc.)  Former et développer les compétences informatiques pour répondre aux exigences de l'équipe de support

 Le consulting,  L'assistance aux utilisateurs sur site et à distance,  La maintenance préventive sur site,  La création et la mise à jour des sites internet vitrines ou marchands,  La formation des employes de nos entreprises partenaires, sur certains outils informartique,  La sauvegarde et la récupération de données,

 Contrôle d’accès aux serveurs.  Gestion du serveur d’impression.  Office 365 suite  Gestion des serveurs Exchange 2008 & 2012 avec ses différentes fonctionnalités.’  Gestion D’active Directory,  deployment Avec WDS ou SCCM.  Accueille les demandes des utilisateurs suite à des dysfonctionnements via l'outil de ticketing ServiceNow  Prend en compte les appels des utilisateurs,  Enregistre des incidents ou anomalies de fonctionnement signalées,  Traitement ou déclenchement des actions de support correspondantes,  Effectue le suivi du traitement des appels des utilisateurs,  Exploite la base d’incidents : relances, consolidation, analyse de tendance,  Emet des demandes d’actions préventives de fond.  Du 2014 - 2015: J’ai été le back to back de mon superintendant, sous ce titre j’assure:  La supervision et la gestion du personnel.  Assister et accompagner mon équipe dans leur travail.  Coordination entre administration et mon équipe de travail,

 Maintenir le bon fonctionnement du parc informatique.  Contrôle d’accès aux serveurs.  Analyser la demande de l’utilisateur  Poser un diagnostic sur la panne le plus rapidement et le plus efficacement possible  Consulter les bases de données qui répertorient les pannes et donnent les indications pour procéder à la réparation.  Procéder à la réparation de la panne  Appliquer les procédures de test à chaque étape  Anticiper les pannes  Assurer l’installation du nouveau matériel  Implanter des logiciels  Passer les commandes de matériel et contrôler les stocks  Assurer l’entretien du matériel  Former les utilisateurs