Guillaume SERTON

Privately Held; 51-200 employees; Information Technology and Services industry

January 2009 – February 2010 (1 year 2 months)

* Presales Engineer : Writing of every Service Management proposal, RFP/RFI, POC, Online & Onsite Demonstration

* Project Manager : Communication, Business Analysis, projects follow up, deliverables…

* Implementation of LANDesk® Service Desk that cover ITIL processus included Incident Management, Change Management, Problem Management, Knowledge Management and Configuration Management.

* Implementation of LANDesk® Lifecycle Manager

*Implementation of Verismic Password Reset™. It's a self service password reset tool that empowers end users to control and reset personal passwords without calling the help desk.

* Valorization internally and externally of our high value consulting offer

* Service Management professional services team management

* Events participation : ITIL, ITSMF, SD&ITS UK, seminars & user groups…

Customer references : Leroy Merlin, Cofidis, Interiales, Solendi, European Centre for Disease Prevention and Control, April Technologies, RTL, LD Commodities

Privately Held; 51-200 employees; Information Technology and Services industry

April 2008 – January 2009 (10 months)

*Implementation of LANDesk Service Desk that cover ITIL processus included Incident Management, Change Management, Problem Management, Knowledge Management and Configuration Management.

*Implementation of iControl for Windows. It's a self service password reset tool that empowers end users to control and reset personal passwords without calling the help desk.

Public Company; 51-200 employees; ALSTA; Computer Software industry

April 2007 – April 2008 (1 year 1 month)

Implementation of ITSM software named Easyvista that cover all ITIL processus included Incident Management, Change Management, Inventory, Asset Management, Configuration Management DataBase.

- Certified on :
> Easyvista Service Management (Service Desk, Change Management, CMDB) - Results : 149/150
> Easyvista Asset Management (Asset Management, Discovery, Administration) - Results : 132/150

Public Company; 10,001+ employees; CAP; Information Technology and Services industry

October 2005 – April 2007 (1 year 7 months)

January-April 2007: Project manager (French National police)
Responsible of the implementation of a transformation project of user support (pre-sales March-May 2006 won. Managing the relationship with providers, project follow-up, design of the telephony system.

October-December 2006: ServiceDesk Consultant - (Steelcase International)
Responsible of the implementation fo the Incident Management process on all IT support teams (France, Spain).
Start the design of the Problem Management.
Analysis of service delivery then providing preconization and implementation of dashboard & KPI for managing the service.

March-May 2006 : Pre-sales Consultant - (French national police)
Responsible of the answer for the user support (including the choice of telephony system, ITSM software and call recording software.

July-September 2006 : Pre-Sales Consultant - (Manpower)
In parallel of my service desk manager role, creation of an offer for delivered an outsourcing user support. Response with a delocalized Capgemini service desk in Poland and also with a partnership with SCC for the onsite intervention.

July-August 2006 : Pre-Sales Consultant - (Gefco)
n parallel of my service desk manager role, creation of an offer for delivered an outsourcing user support. Response with a delocalized Capgemini service desk in Poland and also with a partnership with Sogeti for the onsite intervention.

October-December 2005: Service Desk Consultant (Schneider Electric)
In parallel of my service desk manager, following the integration of the IT teams of Schneider Electric within Capgemini, audit mission with preconization and implementation of tools for delivering a good level of services, transfer of best practices and support for managers of teams Service Desk (Helpdesk and technical staff onsite).

Public Company; 10,001+ employees; CAP; Information Technology and Services industry

September 2000 – September 2006 (6 years 1 month)

I was managing some teams of Service Desk for our customer.
My teams was composed between 30 to 50 person including 4 team managers.

My role was hierarchical and operational.
My main targets were to capitalize the knowledge, create standardization and industrialization to reduce the costs.

I was managing the level of service delivery, annual review of all persons, relationships with my customers, recruitment, hr process, carrier, training process.

I was delivering a service for the below customers :
PricewaterhouseCoopers, Henkel, Cellon, Coty-Lancaster, Delmas, Entenial, Hediard, Impress, Italcementi, Capgemini internal support,

Public Company; 10,001+ employees; CAP; Information Technology and Services industry

April 2000 – September 2000 (6 months)