photo de profil d'un membre

DAVID PARRA

B.U. Operation Manager / Service manager

dav.parra@yahoo.fr

Résumé

With fourteen years of rewarding and varied professional experience in IT Network, Operations and Service management, I had the opportunity to develop strong analytic/management skills and the ITIL methodology required to ensure the reliability and optimization of International environments.
• Service Delivery and Operation management, Team lead management, Customer management
• SLA and contract management
• Natural leadership and proven ability to lead and to motivate multi-cultural teams
• Customer oriented, strong analytical and organizational skills,
• Experience in managing continual service and process improvement,
• Ability to communicate with business and technical people
• International environment.

Expériences professionnelles

Customer service director

ORANGE BUSINESS SERVICES

Depuis le 26 janvier 2017

International Customer Service manager – Operational international lead
Accountable for the end to end quality of service delivered
Improvement of the Service Delivery
Key point of contact for all Operation in the Business Unit
Responsible for the global operations of Customer support teams in terms of Incident, Problem, Change, Configuration and Release Management
Accountable to the Head of Service Management and Business Unit for Service Improvement Plan
Close relationship with customers to guarantee highest level of customer satisfaction
Responsible for managing end-to-end contracted service level and delivery for strategic customer
Develop a strong relationship with customers to understand and translate the needs into business opportunities.
Negotiating SLA and managing services based on ITIL framework.
Manage the underpinning transition projects with carriers and on customer-end.

Key achievements:
o Maximized the sales of services in last quarter, through establishing strong business relationship with customers’ directors and CxO level, also by managing the service delivery and catalogue.
o Involved in customer contracts renewal with more than $3M revenue.
o Increased margin reviewing the full service delivery
o Achieved highest score of customer satisfaction with service delivery and performance

Service manager

ORANGE , Geneve - CDI

De Juillet 2010 à Décembre 2016

International Customer Service manager – Operational international lead
Accountable for the end to end quality of service delivered
Improvement of the Service Delivery
Key point of contact for all Operation in the Business Unit
Responsible for the global operations of Customer support teams in terms of Incident, Problem, Change, Configuration and Release Management
Accountable to the Head of Service Management and Business Unit for Service Improvement Plan
Close relationship with customers to guarantee highest level of customer satisfaction
Responsible for managing end-to-end contracted service level and delivery for strategic customer
Develop a strong relationship with customers to understand and translate the needs into business opportunities.
Negotiating SLA and managing services based on ITIL framework.
Manage the underpinning transition projects with carriers and on customer-end.

Key achievements:
o Maximized the sales of services in last quarter, through establishing strong business relationship with customers’ directors and CxO level, also by managing the service delivery and catalogue.
o Involved in customer contracts renewal with more than $3M revenue.
o Increased margin reviewing the full service delivery
o Achieved highest score of customer satisfaction with service delivery and performance

Customer support network engineer

ORANGE , Geneve - CDI

De Mai 2008 à Juillet 2010

IT support / Field Engineer
On site manager for customer / Team SPOC / Team management
Deployment and staging of cisco technologies.
IPT deployment and change management on Avaya and Cisco.

Team manager / network engineer

CERN - CDI

De Octobre 2001 à Mai 2008

Network Infrastructure at CERN and Project Management for network in LHC
(Large Hadron Collider)
Network Support, User Support, Problem Reporting and management, Deployment.
Contractor and consultant team manager

Formations complémentaires

BTS

Cours Faugier Hays - Informatique de gestion - Administration de réseaux

1998 à 2000

DEST

CNAM - Informatique et réseaux

2000 à 2001

BAC

Lycée Sainte Famille - STT - Comptabilité et Gestion

1997 à 1997

MASTER 2

USVQ - Management et Administration des entreprises

2014 à 2016

Executive MBA

Groupe IFG - Management et Administration des entreprises

2014 à 2016

Associations

CS Ayze

http://www.cs-ayze.org

Secrétaire et correspondant principal

Mairie d'Eteaux

Conseiller municipal

Parcours officiels

M2 Management et administration des entreprises (MAE) IFG
M2P AGE Spécialité Administration des Entreprises (IFG)

Langues

Anglais - Courant

Espagnol - Langue maternelle

Portugais - Langue maternelle

Français - Langue maternelle

Compétences

Strategy
Audit
Methods and concepts of diagnosis and strategic business decision
Service Management
Overall responsibility for Quality of Service and Customer satisfaction for all implemented in-sourced or out-sourced services.
Project management
Procedure validation, implementation changes management. Documentation of processes
Customer Services
Primary point of contact for on site manager team. On site manager Team Leader, customer based
Technical skills
Network infrastructure management, Wan, Lan, IPT. Computing architecture / Software / Hardware Cisco and Avaya technologies, Microsoft

Centres d'intérêt

  • Sport / Musique / Voyages / Nouvelles technologies