Sara A.

Sector: Audiovisual Mission context: Incident management, change management, problem management, Servicenow improvement, service review Interactions: Steer committee, Executive board, internal teams (Support, infrastructure…) Deliverables: reports of production tickets (daily, weekly, monthly), meetings report, Major incident reports, Monthly service review. Workload: 20 Incidents (Monthly), 15 Changes (Weekly) Technical Environment: Oracle, MS SQL, Linux, Windows, ServiceNow, SCOM, DataDog  Participation on the continual improvement of the Internal process , Setup a roadmap related to the process improvement.  Incident management, crisis management, task force coordination.  Change management, Change implementation Follow up, CAB representative.  Problem management, Problem progress follow up, problem troubleshooting coordination.  Participation on the Improvement of ServiceNow ticketing tool's configuration and CMDB improvement.  Preparation and presentation of the Monthly service review (KPIs).

Sector: Financial Services Mission context: International project, Incident management ,change management ,Servicenow improvement Interactions: Steer committee, Executive board, internal teams (Support , infrastructure,…) Deliverables: Production reports (daily, weekly,Monthly), meetings report , Major incident reports,Monthly service review. Workload: 30 Incidents (Weekly), 30 Change (Monthly) Technical Environment: Oracle, MS SQL, Linux RedHat, ServiceNow, ControlM - Participation on the continual improvement of the Internal process - Incident management, crisis management, task force coordination. - Change management,Change implementation Follow up, CAB representative. - Problem management,Problem progress follow up, problem troubleshooting coordination. - Participation on Green Field project : Improvement of ServiceNow ticketing tool's configuration. - Preparation and presentation of the Monthly service review .

Sector: Insurance Mission context: International Replatforming project Interactions: Executive board, internal teams (Operational , Application, DBA, Quality, …) Deliverables: Presentations , Reports Technical Environment : Oracle, MS SQL, UNIX AIX, Linux RedHat, Ivanti(Heat Ticketing Tool), ControlM, Microfocus ... - Set up of a support team according to the ITIL repository. - Participation on the continual improvement of the Internal process - Participation on the DSI Reorganization Project - Participation on the Replatforming Project GoLive (Communication, Coordination of Stakeholders, reporting of progress to management) : The project is about :the conversion of mainframe applications to a new environment. The most common platforms which legacy mainframe applications are migrated to LINUX and Wintel environments.

Sector: Banking &Financial Services Mission context: International project, merging of two major Banks (retail & investment) Interactions: Steer committee, Executive board, internal teams (DBA, quality…) Deliverables: Production reports (daily, weekly), meetings report... Workload: 20 Incidents (Monthly), 30Change (Monthly), Sprint every 2 weeks Technical Environment : Oracle, MY SQL, Sybase, Casandra, MS SQL, UNIX AIX, Linux RedHat, ServiceNow, Jump, JIRA, BigBrother, BEM, Nagios… - Incident management, crisis management, task force coordination. - Change management,Change implementation Follow up, CAB representative. - Problem management,Problem progress follow up, problem troubleshooting coordination. - Project management of tow ITSM merging project; Impact assessment, risk assessment, users training, progress follow up, implementation follow up. - Project management of Oracle data base migration to Flex server ; Communication, Coordination of Stakeholders, reporting of progress to management. - Participation on the continual improvement of Internal process ( Golden Rules) - New ressources mentoring on production process. - Scrum Master for Compliance and IA4OPS projects : lleading the Scrum meetings , prepare the reports and escalate the blocking points , Agile coaching .

Sector: Energy Mission context: International project, critical application, new team kick off. Interactions: IBM, EdifiXio (cloud host), service providers, Veolia Management, MOA etc ... Deliverables: Production reports (daily, weekly), meetings report... Workload: 70 Incidents (Monthly), Release (1 per quarter), Sprint every 3 weeks TechnicalEnvironment: Blue Cloud MIX (IBM Cloud), Java JEE, JavaScript, DB2, WinSCP, ServcieNow, JIRA, PMR  Set up of a support team according to the ITIL repository.  Modeling incident management processes.  Incident management, crisis management, task force coordination.  Technical support management: manage the complaints of customers and business teams  Implementation of deploymentprocesses.  Design and management of internal production supervision projects.  Optimization of the configuration files with the integration of modules (configuration, recipe).  Conducting Qualification meetings and validation of corrective and evolving "changes" in collaboration with all the internal teams (Development, QA, deployment) and teams of customer managers with preparation of a report of the meetings.  New resources mentoring.  Support the support team (Identification and removal of obstacles)  Coordination with external service providers (IBM, EdifiXio (cloud host) ...)

Sector: E-Commerce / Marketing. Context: international project (100% English). Interactions: Production Support, Developers, QA Team, IT Team, Quality Department Deliverables: Production reports (daily, weekly), report meetings Workload:Sprintevery 3 weeks, Technical Environment: Python (3.3), Powershell, MS SQL Server (2012), Windows server (2008), Jenkins (2.5.3), Octopus (3.3), SVN, GitHub, NICE, JIRA, HDS machines (cisco), Agile (scrum), Nagios (monitoring), sentinel (NICE monitoring)  meetings Animation and scheduling of Daily scrum meeting, Sprint planning, Retrospective, Demonstration)  Identification and removal of obstacles  Participation in BurnDown / BurnUp chart update, velocity calculation, sprint duration validation, definition of completed  Guarantee compliance with scrum / agile best practices  Support the SQ team on the Nice registration solution:  ** User Management / Support.  ** Manage Nice Alerts and suggest corrective actions.  ** Nice performance monitoring system in real time (Nice Sentinel).  Support the support team, and coordinate between the stakeholders and the Product Owner. Main Achievement: Suggestion, project mangement& co-development of an application that allows to follow in real time the productivity of the agents of a call center

• used pacbase_cobol and javascripts to develop applications related to payrolls, paid vacation, general leger • Participation in the delivery of entities (web pages, procedures, data...) from the environment of development to the environment of production (doing the commit). • I ensure training for new members. • Develop and write documentations and technical support for developers, users. • Design and develop programs and scripts for automation tasks. • Define and implement phases of technical and Functional tests. • Analyze customer requirements and Write functional specifications. Achievements: HR access: spot award for Paid vacation's project.