Regis Hennequin

Curriculum Vitae / Career

16 Years worldwide work experience in IT field

90 rue Baudin, 92300 Levallois Perret France

Contact: +33 6 60 61 67 08 or regis.hennequin@gmail.com

• Over 16 years experience in production & desk side support, ITIL®4 certified Consultant.• Service Delivery in International context Nearshore/Offshore.• Steering the activities by processes & KPIs, improving efficiency & reducing wastes with Lean Management for user experience

benefits.• By adopting ITIL best practices, I can help optimize any organization soliciting me for its projects.

Summary

▪ Certification, Languages spoken & Aim ▪ Skills ▪ Career Overview

▪ Education, Personal details & Interests ▪ Latest experience overview (since ~2010)

Certifications

• ITIL®4, foundation in April 2019

• PRINCE2 Foundation, PEOPLECERT, in June 2016

• ITIL® Intermediate certificate in IT Continual Service Improvement BCS, The Chartered Institute for IT License 00158593 in May 2015

• ITIL® V2 Practitioner Support & Restore (IPSR) EXIN in January 2010

• ITIL® V3 foundation EXIN in April 2009

• EMC² Technology Foundation (ETF) EMC in May 2008

Languages English (Full professional proficiency)

French (Native or bilingual proficiency)

Bahasa Indonesia (Beginner)

KaizenSkills

•Governance & Controls

•Service level Management

•End to end

•KPi

•Focus point for new service definition & escalations

•Vendor Management

•Opportunity for improvement

•Automation

Service Management

•Major Incident Management

•War Room

•Troubleshooting guides

•Communication

Incident Management

•Root Cause Analysis

•5Whys

•Ishikawa

•Action Plan, due date, Owner

Problem Management

•Impact analysis

•CAB

•Staging

•Implementation

Change Management

•Service Catalog

•Pre requisite

•Routing of request

•Service Level Target

Request Fulfilment

Any sourcing model : • Captive/Insourcing• Outsourcing

From Desk side to Production Support

Business Value

Customer Satisfaction

Work experience

Project Manager assistant

Technical Support Engineer Technical Support Engineer

Technical Support Analyst

Project Manager Service Quality Manager

Technical Support Analyst Technical Support AnalystSwing Manager2001

2020

2007

2009

2013

2016

ICT Support SpecialistService Desk Agent

Service Quality Manager

2007

2009

2013

2016

Troubleshooting & Assistance Internet Box, WLAN, xDSL Mobile network & Smartphone expertise

Call Center SupervisionQuality MonitoringSales of premium software support

Incident, Problem & Change ManagementEMC² Technology Foundations

ITIL V3 FoundationCall, Email & Onsite support

ITIL V2 Practitioner Support & RestoreParliamentary session support

Project ManagementService Delivery

ITIL V3 Intermediate Continual Service Improvement (CSI)Prince 2 Foundation

ITIL 4 FoundationScope expansion : - European- European & African- Global

~2.5 Years ~8 Months ~10 Months ~1,5 Year

~1 Year~1 Year

~3,5 Years6 Months~10 Months

~9 Months ~2,5 Years

~3 Years

Interim

Consultancy

Interim

Consultancy

Consultancy Consultancy Consultancy

Singapore

Luxembourg

Ireland

India

Education• EMC Corporation, Milford MA, USA - 2008 - 2008 - Grade: Associate

EMC bootcamp Clariion IAS,EMC Technology Foundations, and various storage array implementations.

• Lycée Louis de Cormontaigne, Metz, France - 1998 - 2003 - Grade: ABBaccalauréat professionnel en micro-informatique et réseaux, installation et maintenance (Bac Pro MRIM)Electronic and Computer Sciences - Vocational High School Diploma

Personal details & Interests

37 Years old

French citizenship

Live in Levallois-Perret, 92, France

Married

Full Driving License for Car and Motorcycle (European License)

High technology, Traveling, Cycling, ADS-B, Financial Markets

Service Quality Manager

Europe

Africa

India

01/2017to now

Best practices

•Bring satisfaction to Bureau Veritas internal users of IT/IS services at European level by implementing ITSM best practices.

•Foster a drive by the processes ITSM activities

Service Desk opening in Abidjan &

Johannesburg(9 FTE)

Optimisation of existing Helpdesk in

Europe (5)

Key Performance Indicators

•to set essential metrics to measure and assess the quality of the work provided.(Using Tableau Software)

•Set & track remediations

Escalation point

•Mediator between resolving teams

•Liaise with Shared Service Center in India for Support Operations and Service Management

Active contributor to the service offering

centralization in France (Around IT Procurement,

HR and company car)

Phone contact metrics (with Cisco UCCX

Reporting)

Across 7 regions

Maturity Assessment

•Assessed the maturity of the current Service Management framework

Decentralized Support Organisation

Context :

Head of Quality & Projects roleWar Room

•Created a War Room to collaborate more efficiently and reduce the MTTR when major Incidents arise.

Knowledge Management

•Participate to the creation of a sustainableframework to ensure that staff isappropriately skilled and knowledges are available, up to date and alive

Continual Improvement

•Automation, left-shifting of activities for service and cost optimisation

Risk and Compliance

•Create the Control Plan of the regional Infra & Production Support dept. of Singapore to best mitigate Risks

CMDB

•To best assess impact in the event of Incident and manage assets lifecycle (produceddiscrepancy reports)

Part of ServiceNow migration project

09/2014 to 12/2016

Singapore

Standard Operational Procedures

•(call script, live ticket logging, communication blast to end users) for a unique and right way of working.

A centralized Knowledge base

using SharePoint/ServiceNow KB article

Phone contact metrics (with Cisco UCCX Reporting)

Key Performance Indicators

•to set essential metrics to measure and assess the quality of the work provided.

Operational Level Agreements

•to set escalation means between two services

Service Catalogue with

validation workflow.

Setup of a Regional Service Desk

04/2014 to 12/2014

Singapore & Hong-Kong

Single Point of Contact

7 FTE staffed

In-sourcingmodel

320K€ Budget

Managed all aspects of the

application handover including

developing a Training Course to

develop the competences of his colleagues in this

area.

End user training remotely

Mentored two missions of one

week about introducing a

new Team Leader to his new duties within the European

Parliament.

Elaborate and test the service desk SLA using CA Service Desk (Computer Associates).

Participate once every three month in Parliamentary Session applications support nearby the Chamber in Strasbourg.

Perform Parliamentary Session monitoring remotely every month.

ICT Support Specialist role

08/2010 to12/2013

Luxembourg

Strasbourg

Responsible for all aspects of technical support regarding the tool use to manage translationsrequest within the institution. Worked on the application handover from development toproduction environment.

Established from scratch an accurate inventory of the software used within the institution.

Evaluate together with the agents their current competences to target where there is room for improvements by doing workshops.

Audited current procedures in place in order to find out what has to be rework.

Pioneered the knowledge base project, non-existent when he arrived at European Parliament.

Provided an accurate follow up to the previous and new Principal Team Leader: Regis successfully teaches them about their new working environment; the SLA, KPIs, the call distribution software management among other duties.

Improved the monthly technical committee booklet reporting the service desk activities.

Project Manager Assistant

01/2010 to07/2010

Luxembourg

Brussels

Part of the handover team between Sogeti and Aubay Consortium taking over the Service Desk contract at European Parliament for the Service Desk department.

Main task was to ensure the knowledge's transfer between the departed Team Leader Principal based in Luxembourg (Sogeti) and the new one working in remote location Bruxelles (Aubay).