Georges Mukendi

Global Service Manager at ATOS IT services
Xerox Cooperation (formally ACS)
February 2014 – Present


- Coordinating and managing local and remote teams by providing leadership task to assigned staff
- Performing planning/supervision of the work assigned to staff and ensured that performance meet customer expectations.
- Monitoring Key performance indicators and performance evaluation
- Manage Reporting and dashboard
- Interfacing with customers and management on the status of current resolution efforts.
- Interviewing candidates for open job positions within managed team
- Lead daily/weekly, monthly meetings.
- Ensure continuous improvement of services provided by the help desk
- Provide technical expertise to the help desk team
- Maintain technical skill continuity and consistency of help desk staff
- Oversees the delivery of day-to-day technical helpdesk support efforts

 Support Sub-tower Manager in executing operational goals of the given Sub-tower;
 Set both team and individual objectives and monitor results;
 Organize and drive the recruitment of the team as per business requirements;
 Make sure the team relationships are healthy – manage conflicts;
 Build and maintain business relations with stakeholders (customers, end users, peers, management)
 Recommend changes to processes to ensure continuous improvement, driving the optimization of the services.
 Take part in daily huddles to keep good operational awareness and assist in problem solving;
 Function as first point of contact for HR and Service-related queries;
 Ensure customer commitments (SLA, project timelines, etc.).
 Coach and guide team members (monitor and report on the status of work, picking and applying problem-solving methods and techniques, advise team members on best practices, working methods and means of improvement)
 Carry out periodical assessments of the subordinate team on a regular basis and evaluate operational efficiency of the team members.
 Responsible for workforce management

-Management of relationship with customer

-Responsibility for service delivered for customer according to contract
-Definition, establishment, quality, compliance and continuous improvement of delivery processes and development of Best-Practices, delivery models
-Responsibility for compliance of SLAs (KPIs, OLAs), which were agreed with the customer, as well as the responsibility for customer’s satisfaction
-Service Reporting (internal and to the customer) in accordance with the contract
-Control of budget (project expenses, indirect expenses, etc.),
-Continuous efficiency increase, project expenses reduction as well as optimization of the utilization of the involved center organization
-Project-oriented leadership of customer teams from different locations
-Escalation authority concerning prioritizing
-Integration in IBM-wide organization
-First escalation point for the customer
-Support drive of profitable revenue growth
-Continually identify ways to reduce costs of delivering the services

Manage, escalate, and facilitate resolution of incidents impacting the customer. Act as the central point to manage and coordinate resolution of service centre escalations.
• Restoring services by working closely with other support teams, users and vendors.
• Own, coordinate and facilitate resolution of all major incidents within SLAs or customer agreed timeframes.
• Co-ordinate with relevant support groups to ensure root cause is identified and rectified for all problems.
• Coordinate or perform communication on status of major incidents.
• Prepare and disseminate formal Major Incident Reports and track corrective actions to closure.
• Provide pro-active problem management by analyzing problem trends and formulate Corrective Action Plans with respective technology partners.
# • Perform statistical analysis of major incidents, incidents and escalations. Develop and enact action plans to address common trends and reduce problem volumes.
• Handle day-to-day problem management issues and escalate to Problem Resolver Groups to ensure timely resolution of problems.
• Arrange and chair technical conference bridges involving regional support teams as required.
• Perform regular review of process documentation.
• Seek approvals of various parties for updates. Participate in enhancement of incident, major incident and escalations processes.
• Conduct regular process and tools training to the Customer stakeholders and new staff as required

• Using platform experience described above improve service quality by examining defect causes, procedures and work tasks to identify trends. Perform trend analysis to solve recurring incidents & problems via internal RCA and investigative protocols.
• Creates Defect Prevention (DP) investigations and manages the investigation lifecycle. This involves significant people coordination: account Subject Matter Experts (SMEs), other team members, account teams, and external customers.
• Conducts statistical analysis to ensure that the processes are within control limits and identify the improvement areas (Exception reporting).
• Conducts account level analysis for proactive defect prevention (e.g., ticket trends, ticket categories)
• Identification of proactive investigations.
• Drives the Root Cause Analysis (RCA) with the SMEs
• Prepares reports for projected impact. Performs DP investigations results tracking on a pool level.
• Under direction of Competency / Service Line QA Member creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (Across accounts, pools, other locations)
• Ensures the pool scorecards/metrics and RCAs/Action Plans are completed correctly and accurately.
• Preparation daily & weekly metrics and status of defect prevention process
• Cover communication with 1st line managers
• Interlock with Competency QA
• Documentation of international and implementation plans to resolve issue
• Act as the SPOC (Single Point of Contact) for the pool to handle delivery related technical issues, trouble shoot, complex tasks, etc
• Maintain interlock with Customer Service Managers by e.g. Daily Production Meetings

• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and software into support by the help desk
• Includes preparation of help desk staff to support new technology
• Maintain skills inventory of help desk analysts and Work Request coordinators:
• Evaluate technical skills
• Develop and maintain Training Plan
• Liaison between help desk and other groups on technical support issues:
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organize, create an easy electronic access to all help desk documentation, including manuals, scripts, processes, process flow charts, Notification Escalation list, help desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
• Develop processes to streamline the daily functioning of the help desk including:
• Work distribution
• Monitoring phone queue and email box
• Vendor management and follow-up
• User follow-up
• Closing tickets
• Maintaining front end message
• Work closely with help desk manager to implement technical action items related to the help desk
• Assist help desk manager in analyzing help desk group and individual statistics:
• Ensure implementation of BOP (Best Operating Practices) in the help desk
• Establish communication link with other zones relative to technical and support environment
• Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
• Manage small help desk related projects.
• Backup help desk Manager when help desk Manager is out.
• Documentation of help desk processes
• Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
• Route problems to internal IM support staff
• Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
• Administer and provide User Access and Exit controls
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's
• Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
COMPETENCIES

• Technical Expertise
• Customer Focus
• Teamwork
• Interpersonal Effectiveness
• Leadership
PURPOSE OF THE JOB:

• Provide technical expertise to the help desk team
• Act as technical liaison between help desk and IM support groups
• Maintain technical skill continuity and consistency of help desk staff
• Ensure continuous improvement of services provided by the help desk
• Provide telephone support to customer end users
• Provide Problem Management System support activities


KEY BUSINESS CHALLENGES
Keeping up-to-date on new technologies and new customer technologies
• Working with other support groups and other zones to provide consistent service in our global environment
• Seek solutions to chronic problems
• Meet or exceed current client and team SLA

Project Leader responsible of team supporting in 10 european languages

First level of IT support for internal customers as well as first contact for external partners world-wide: problem management, resolution, escalation according to SLA, based on ITIL foundation:

- Tickets handling;
- Problem resolution and escalation;
- Managing users’ accounts in various systems and domain (NA, EMEA...)
- Resolving networks issues (Internet, Intranet);
- Resolving printers issues;
- Resolving systems and applications issues;
-Support and configuration in LAN, WLAN
-Coordinating conference between International Paper and CapGemini about issue assigned to external companies
-Monitoring global network WAN in collaboration with Orange and EDS Business
- Remote software installation and configuration;
- Training new employees;
Also;
* managing user accounts,
* managing user authorization process,
* data maintenance,
* process modeling and analysis,
* coordination and collaboration with the vendors,
* participation in application development and enhancement,
* system analysis and design,
* participation in business requirements translation into functional specification
* participation in application release and deployment,
* user acceptance test scenarios preparation,
* coordinating and conducting tests,
* documentation maintenance.
Also,
-USD (Unicenter Service Desk) - Computer Associates
-Active Directory
-Cisco VPN, token RSA
-System as/400
-System Mainframe
-SAP (administrating user accounts)
-Lotus Notes
-Majiq
-Operating system VOS
and others legacy systems

Gastronomy and Tourism
African restaurant in Krakow/ Poland