My main business background is in the ICT industry. Computer industry experience began with Apple products, as a pioneer of software development and deployment on personal computers. Data communications involvement started with Local Area Networks (LAN) design based on associated File and Print Server platforms. Business experience with on-line services in Europe was triggered by the introduction of videotext systems in Belgium (also known as Minitel in France). The WWW development caught my attention from the beginning. Publishing on the Internet is a personal project to keep aware of recent Web developments. It brings along new ideas and ways that affect our daily life.
In 1990 I started a career in Alcatel at the Paris Headquarters Information Systems. Later I joined the corporate ICT service provider (Alcanet) and developed a wide networking expertise, from design to operations. Holding management positions in France, Hong Kong and the UK, I experienced the wealth of different cultures and working environments in a company. As Project Director I have led strategic and complex corporate projects and have built a global experience of managing ICT projects, processes, applications and implementation of customer service driven ICT functions. As Network Planning department head, I initiated major optimisation projects, which resulted in important cost reductions. Through my internal IT Audit function, I developed expertise on Sarbanes-Oxley compliance testing, supervision of CobiT controls and control objectives application. Prior to Alcatel-Lucent, I worked for Telindus NV, holding various positions.
At the European Commission, I performed the Project Quality Management of the Inter-institutional document management system (Trans-JAI Portal) and played a key role in the finalization of the handover process of the system to the Publications Office. While assigned to the Visa Information System Project (DG Home), I led the IT Service Management (ITSM) implementation and played a key role in the handover process of the system to the Central Schengen Information System operations centre, the VIS Go-Live on October 11, 2011 of the VIS System and the finalization of the specific agreements with the contractors.
As Service Manager I have implemented and optimised ITSM processes for a future centre of excellence for the development and operational management of large-scale IT systems. During seven odd years I played a key role as Incident and Request fulfilment manager for large-scale core critical business systems. Currently, I am pursuing ITSM practices as Business Relations Manager, focussing on customer experience. With over thirty-five years of experience in the IT industry, I am passionate about service management and continuously look for customer service excellence opportunity.
Being ‘Common Sense Good Practices’ certified, I like to follow the ‘Do it Smart and Keep it Simple’ movement.
“I hear and I forget
I see and I remember
I do and I understand”
Chinese proverb by Confucius (551 BC – 479 BC)