Guillaume Albert

Within Adobe EMEA Customer Care, my role is to ensure the ongoing satisfaction and loyalty of Adobe's Key and Strategic customers by taking charge of and managing the most critical customer satisfaction issues in these accounts

On behalf of Beijaflore Consulting, - Software Licence Manager for the company's general direction - Project Manager in charge with the development and roll-out of a new Software Asset Management process accross the group (Based on ISO 19770)

On behalf of Beijaflore consulting, Project Manager in charge with the definition of a taylored Software Asset Management, and with its set up and rollout planning (Based on ISO 19770 and Microsoft Software Optimization Model)

Business case analysis, recommandations on the network management strategy

IT private banking. The IT Service Manager develops and negotiates Service Level Agreements (SLAs) and reviews the Operational Level Agreements (OLAs) based on SLA requirements. He initiates proposals for IT Service improvements in cooperation with the IT Account Manager, aligned with business needs. The IT Service Manager provides the SLA related performance and achievement reporting towards to the business customers.

IT Account Manager, Paris / London Acts as key contact and partnership manager for concerned customers. Serves as project portfolio manager, business developper. Reports to customer relationship director and BP²I executive committee. Works independently with business IT groups, project office and delivery teams. Oversees strategic projects, proposes IT infrastructure solutions for business IT needs. Oversees project portfolio and operational delivery as well as budget and customer satisfaction.

IT Service Manager, Service Delivery, Paris / London (04/2004-05/2007) Provided daily production and SLA follow-up. Fielded customer escalations, ensuring customer satisfaction. Key Information Reported to country manager. Worked closely with business IT service delivery managers and delivery teams. Developed familiarity with business expectations, establishing recognition/authority with delivery and project teams.

ITSM and Project management consulting

IT Delivery Team Leader, Paris (04/2004-01/2006) Managed technical audits and multi-cause incident diagnostics. Key Information Outsourcing context : BNP Paribas employees had to be managed and motivated during their secondment, Supervised five team members.

IT Project Manager, Paris (04/2002-04/2004) Supervised network monitoring and infrastructure remediation. PMI. Key Information Accounted for 800 man-days and 500 k€ in investments. Served as scalable multi-platform open system architect (HP UX, HP Open View Network Node Manager, MC Service Guard for high availability, SUN Solaris, and Cisco Works software solution). Oversaw functional remediation, such as new role definition and process development for network supervision and administration.

Network Management Expert, Paris Provided expertise on carrier solutions and network solution delivery. Supported customers with technical assistance.

Various projects and consulting at - France Telecom (functionnal support) - Bull Integris (software dev and project management) - SITA Equant (Network Management administration and support)

With Honorable Mention