Support consultant

I am bilingual (English / French), computer literate, great customer facing experience with in depth knowledge of customer engagement software such as SAP SD and Salesforce.  I am available for immediate start.

I have experience in  both hierarchical and matrix team management and have lead Customer Support team as well as IT Project teams.

RELEVANT TO YOUR REQUEST

•	Technical Support (French / English)
•	Proven experience as Change Implementation and Project Manager
o	Manage large infrastructure & software development and implementation projects
o	End-to-end responsibility
o	Transformation & Process Management
o	Implementation & Migration Management
o	Change Authority Board management
o	Partner / Supplier Management
o	Network Surveillance/monitoring system migration
•	Excellent communication skills at all levels
•	Prince 2 & ITIL certified
•	Experienced with Software Development Lifecycle
•	Fluent in English & French


My key skills are Project and Programme Management (including risk management, feasibility and business case development) as well as process re-engineering and Transformation programme. I also have extensive experience in Change Implementation Management (both as a CIM and working with CIM), Pre-Sales/Bid management, deployment, Quality Assurance, Helpdesk/Support, Implementation, Partner/supplier management, Development/Integration management.

I am proficient with MS Office tools including Sharepoint, Lync and MS Project, Clarity as an Enterprise Project Management tool and HP Service Center as Change Implementation Management tool. More recently I have been working with SAP SD and Salesforce.com

I have both hierarchical and matrix management experience.

I have experience of working in Europe, Middle-East and Africa.

Name: Reyford						
First name: Jean-Pierre 
Nationality: British
Date of birth: 10/04/1953
Mobile: +351 926657384
Address: Lisbon, Portugal
Email: jprbe@msn.com


LANGUAGES

French: Fluent
English: Native
EDUCATION

•	Fellowship of Medical Laboratory Sciences (Haematology  Serology)
o	Paddington College/City of London Polytechnic   (1973 – 1980)
•	Diploma in Computer Studies
o	Thames Polytechnic - London   (1983 – 1987)

CERTIFICATION

•	Prince 2 Fundamental and Practitioner
o	APM Group - UK   (2008))
•	ITIL V3 Foundation 
o	APM Group - UK   (2008))
•	Managing Successful Program (MSP) Foundation 
o	APM Group - UK   (2008))



PROFESSIONAL SKILLS

•	Project Management/Programme 
•	Project Management office
•	Quality Assurance/control
•	Change Implementation Management
•	Expert Prince 2 Project Management methodology and working knowledge of Agile (SAFe – SCRUM) 
•	Bid & Procurement management (including Business case, tendering, product selection and contract negotiation) 
•	Partner / Supplier Management
•	Extensive customer facing experience covering Europe, Middle-East and Africa
•	Excellent negotiation and coaching skills
•	Hierarchical (People Management) as well as matrix (Project) management skills
•	Proficient with Windows, Unix, Office, Sales Force and SAP
JOB HISTORY


06/2019- 09/2019 – Support Consultant, Sutherland (Sofia)


Technical Support for a Company specialized in Computer Memory and storage using Sales Force for Incidence management through all channels (mails, chat, phone, social media, etc) and SAP for Order management.


03/2019- 06/2019 – French language Analyst, Transperfect (Prague)


Machine Learning - Responsible for processing and analyzing voice messages (Apple – Siri). 

The analyzed data is then used to further improve the speech recognition and Virtual Assistants capabilities of the Artificial Intelligence product. 


12/2016- 08/2017 – Implementation Director Ceridian, Mauritius


Key achievements:
Designed and implemented an Improvement plan to ensure that the department:
- Met and exceeded its Objectives and KPI
- Improved Customer satisfaction
- Improved Staff satisfaction
- Reduced customer Implementation waiting list from 9 months to 3 months

Job description:
Working within the Implementation Division within Ceridian on the DayForce Work Force Management cloud solution:

Managing of team of 25 Implementation consultants (including 2 Team Managers) to implement client in North America.

I was recruited to come up with an action plan to turnaround the KPI in terms of average Implementation lead time (from 9 to 3 months) to improve Customer and Employee satisfaction. 


It was clear to me that half the team did not have the right profile and most of the team did not have the right training. 

I defined the criteria to grade the team into four categories (Directive, Coaching, Supportive and Delegating) with clear objective of how to move the categories and the time scale.

I also develop a recruitment programme with the relevant Government institution to select and training a number of school leavers as a backfill strategy.


Within the year, I redeployed 3 staff members, recruited 5 trained school leaver and was able to address both the Implementation lead time and improved customer satisfaction.



09/2011-03/2016 – ING OPERATIONS & IT BANKING SERVICES – SENIOR PROJECT MANAGER

Key achievements
- Desktop migration from Win XP to Win 7 (including SCCM) Belgium wide
- NetApps data migration from share drive technology as part of a Workplace Services Transformation and transition programme (from Incumbent to newly 3rd Party Service provider)
-Deployment of Unified Communication and Collaboration based on Microsoft technology (Exchange, Lync / Skype and Sharepoint) as part of the Workplace Services Transformation and transition programme
- Network (LAN/WAN) upgrade to enable VoIP rollout Belgium wide
- Participated in the design a User Access Management vision as part of a Security Change Management programme.
- Participated in the deployment of SAFe - SCRUM within the Infra Project Management team.
- Participated in an extensive Change Control / Release management Governance deployment programme to safeguard the stability of the Production Programme from change as well as new projects/programmes.

Job description:
Working within the Managed Service Division with ING suppliers (ATOS, KPN, Getronics, Fujitsu) on Infrastructure projects including:

1.	LAN/WAN upgrade for VoIP roll out in the ING Operational & Business Centres
Description:  Working with ING Network Architect, Getronics and Belgacom to upgrade the LAN and WAN in all the ING Business centres and Operational Centres in Belgium. Manage the implementation of a Telepresence room.

2.	Win 7 and Office 2010 migration (including Change / Transition management within Retail Banking)
Description:  Upgrading of the Corporate SCCM infrastructure to support Win 7 migration and deployment of an SCCM infrastructure for the ING Branches.

3.	Transition & Transformation programme
Description:  Project Managed the service transition and Transformation of a Unified communication and Collaboration service including Mail, Live Communication, File and SharePoint for ING BE as part of a global Transitioning and Transformation program following the replacement of the incumbent IT Service Provider. This was a Progamme covering the Netherlands and Belgium with two major tranches (Front-Office including Desktop migration) and Back-office covering UCC). This included working with the Architecture and Engineering team for the setting up a new Data Centre for the server and data storage migration.

4.	IT Security (Network/Domain Segmentation & User Access management)
Description:  Implementation of the Respond to / Contain Threats strategy as well as developing the UAM program new vision.



11/2008-09/2011 – BT PROFESSIONAL SERVICES BENELUX – SENIOR PROJECT MANAGER

Key achievements:
- Implementation of a Service Improvement Programme for the European Commission, including POC for a performance improvement of network connection to the EU Embassies as well as the integration of the problem and invoice management tools between the two parties.
- Rollout of an Audio visual asset management tool to the EU parliament
- Successful Unified Communication and Collaboration POC for KBC Bank

Job description:
- Service Improvement Programme for the European Commission, including POC for a performance improvement of network connection to the EU Embassies as well as the integration of the problem and invoice management tools between the two parties.
- Rollout of an Audio visual asset management tool to the EU parliament
- Successful Unified Communication and Collaboration POC for KBC Bank
1.	Programme Management for the deployment of Messaging and Collaboration service for KBC Bank based on IBM technology (with IBM as sub-contractor using Agile methodology) 
Description:  BT was responsible for the Change Management stream and IBM, the Technical one using Agile methodology. 

2.	Managed a European Union Institutions (EUI) Service Improvement Programme:
•	WAN Performance Improvement using Accelerator devices on VSAT links (Riverbed technology)
Description:  A phased approach to include POC, Pilot and deployment working with 3rd party Supplier
•	Network Surveillance/monitoring system migration
Description:  The End-to-End migration including feasibility study
•	Integration of BT Incident/Problem Management system with the EU one
Description:  Integration and change management/Operational transformation including feasibility study
•	Integration of BT e-Invoicing system with the EU e-Invoicing system
Description:  This is an EU driven pilot project with a selected number of suppliers to define and implement an EU e-Invoicing framework based on UBL. 

3.	Project managed the Implementation of an Audio Visual Asset management hosted website for the European parliament

Description:  Working with a BT partner to implement the ADAM Asset management suite on Infrastructure hosted in BT.


06/2006-11/2008 – LIBERATA UK – SENIOR PROJECT MANAGER

Key achievements:
- Rollout of Customer Access Programme for the Sheffield city council based around CRM.
- Service transition from 3rd party to Liberata including Data Centre infrastructure and people relocation
- Implementation of Corporate email archiving

Job description:
1.	Transition and Transformation:
Project managed the transfer of the entire LSC (Learning Skills Council) service (including Infrastructures and human capita) to Liberata, as well as the Data centre development and transition 
Description: All Infrastructure related management of the Manchester and Capita site transitioning working with Solution Architects, Technical designers, Network specialists, building surveyors and internal and external implementers. 

2.	Floor move and Comms room development (Corporate) 
Description: All activities related to the building of a new comms room as well as management of the Telecom, server and desktop move, working with Technical designers, Network and server support as well as builders.

3.	Implementation of a corporate an email archiving solution.
Description: Feasibility study, Business Case, tendering, Supplier’s selection and implementation of Mimecast (selected supplier) email archiving managed services.

4.	Managed the Customer Access Programme for Sheffield City Council and some Infrastructure projects.
Description:  Ranging from CRM to deployment of Smartcard technology, Document Management, Corporate booking system, as well as Citrix migration and Middleware deployment and the migration of single servers to virtual server farm configured on VMWare. This included building the Business for a CRM solution, tendering and product selection


09/2004-06/2006 – MERLIN INTERNATIONAL SERVICES LIMITED UK – PROJECT MANAGER

Key acheivements:
Participate in the Sales support activities for Ricoh 

Job description:
Knowledgeware (Knowledge management package) Consultancy Description: All pre-post sales consultancy activities, including implementation, training and mentoring in Europe.


01/1991-09/2004 – SWIFT BELGIUM – DEVELOPMENT / CHANGE IMPLEMENTATION MANAGER

Key acheivements:
- Implementation and Roll-out of Interbank File Transfer service on the S.W.I.F.T. network throughout Europe, Middle-East and Africa
- Migration from legacy S.W.I.F.T. interface to SWIFTAlliance throughout Europe, Middle-East and Africa
- Migration from Vantive to PeopleSoft CRM

Job description:
1.	Responsible for the development and maintenance of all Customer Services back-office tools and Change Authority Board.
Including:
- Call Management application, In-house Self-service Java based applications, Data Warehouse for KPI monitoring and reporting to Customer Services Web site.
- CRM migration throughout its complete life cycle. 
Description: Following product evaluation (including business case, Business Requirement specification and Gap analysis, tendering and product selection), PeopleSoft CRM was selected. This migration included moving from a distributed to a centralized infrastructure and the implementation of WebLogic Middleware. It involved working with the Customer Services division (spread over EMEA, Asia Pacific and Americas), Operations and Network as well as Sales and Marketing divisions. All development and configuration work were outsourced to PeopleSoft Brussels and their nearshore department based in Madrid. In addition, Logica-CMG was involved with all the Business Analysis and testing work.

2.	Hands-on Implementation Management of multiple Global migrations including running CAB.
Description: SWIFT Legacy interface applications to SWIFT latest generation of Interface applications. Customers included ING, ABN AMRO and Barclays, covering countries across Europe, Asia-Pacific and Americas. This involved working with the SWIFT Offices based in Brussels, New-York, Hong-Kong as well as a network of International Partners. 

3.	Managing the SWIFT Implementation team (all products) 

Description:  Installation of the SWIFT interface applications, configuring and integrating it with existing back-office applications where applicable, activities ranging from pre-sales support, installation, on-site training and consultancy. 

The entire support would rotate through 2nd line support and Implementation. I was responsible for the coaching, scheduling and performance appraisal of the team when assigned to Implementation and working closely with their Product team manager.

4.	Deployment of Interbank File transfer service on the SWIFT Network
Description: 
Responsible for the acceptance testing (functional and UAT/pilot testing) and deployment of a new service based on the international messaging and directory service standard X.400/X.500 on the SWIFT Network

This involved working with 3rd party developer in France and engineers within SWIFT in Brussels during the Quality Control (QC) and roll-out of the service.

The QC team was them converted into the 2nd Line support team under my Leadership and we were responsible for supporting all financial institution in Europe, Middle-East and Africa (EMEA) during the pre-sales, Implementation and post-Sales Support. The 1LS support being based in the Netherlands.

I was also tasked with setting the Customer Support team in the Americas and Asia-Pacific.

As well as managing the team (training, scheduling, coaching, performance appraisal), I was responsible to continuously improve the service and tools throughout the full Order-to-cash cycle working with Sales and Marketing. 

One the key achievement was to set-up and manage a team of partner from different partners in EMEA, including their training/certification, Performance appraisal and scheduling.




1989-1991 – DIGITAL EQUIPMENT COMPANY 

1.	Responsible for all Quality Control (Q.C.) related to the Digital X.400 gateway product


1987-1989 – PRIME COMPUTERS UK

1.	System Engineer and Release management of (French & German versions) of US developed applications destined for the French and German markets


1973-1987 – GUY’S HOSPITAL LONDON 

1.	Managed the Blood Transfusion department, and specialized in the long-term storage of blood - "Frozen Blood".
2.	Worked with the US Navy on the technique of Cryopreservation.
3.	Involved with the Computerization of the Blood transfusion department as part of a government pilot project.

1972-1973 – ROGER’S CO. LTD MAURITIUS

1.	Airline and Hotel reservation