TOUMBA GAUTHIER
Zrodla
Summary
I possess a strong sense of optimism and thrive on collaborating with others, prioritizing both personal and collective successes to ensure effective teamwork and ultimate user satisfaction. Embracing challenges adds enjoyment to my work, and I am committed to continuous learning, always seeking new knowledge. Methodical [Job Title] accomplished working with both internal and external vendors to support and implement applications using standard tools and frameworks. In-depth knowledge of network administration, technical testing and back-end applications. Strong troubleshooting, analytical and communication skills. Personable Senior Associate with [Number]-year background in retail and related positions. Proficient in use and troubleshooting of POS systems. Successful meeting goals through effective team coordination and proactive customer service. Talented Senior Associate proficient in project planning, scheduling, and oversight. Expert in customer relations and documentation. Ready to offer [8] years' experience and apply skills to new role at [EY].
Overview
8
8
years of professional experience
Work History
System and Application Support (L2)
Kendryl
05.2019 - 07.2020
- In addition to L1 responsibilities, L2 associate performers participate in change management processes
- Implement approved changes
- Participate in problem review for high impact or recurrent problems issues
- Participate in disaster recovery process
- Work with vendors on AS400 or application issues.
- Supported software implementation projects, contributing to successful launches while minimizing disruption to users'' workflow.
Senior Associate, Team Lead
KYNDRYL GLOBAL SERVICES DELIVERY POLSKA SP.Z.O. O
01.2023 - Current
- Responsible for managing resources, compliance, quality, cost, subcontractors/third party providers
- Act as focal point for the customer (technical questions, Incidents, problems, changes)
- Gather data for metrics and client reporting; analyze reports
- Identify ways to reduce costs while improving services
- Manage Major Incidents and communicate status to the Account Team
- Prepare and monitor the annual Disaster Recovery Plan
- Manage changes (prepare, approve, implement, close) and perform technical and business assessments
- Manage build/unbuild changes (on RFS approved)
- Coordinate projects with the project manager
- Engage in performing RCA analyses; consolidate RCA and review for compliance
- Collect automated/manual evidence as needed to create a list of applicable systems and as evidence of successful patch implementation
- Drive client approval for deployment via the account change process
- Coordinate patch installations (via change record) and validate successful patch installation during the change window
- Manage security tickets with SRM
- Manage security deviation fix deployment via change record.
Service Delivery Manager
KYNDRYL GLOBAL SERVICES DELIVERY POLSKA SP.Z.O. O
01.2020 - 01.2023
- Responsible for managing the relationship with the customer
- Prepare and lead technical meetings with the customer
- Ensure service delivery for the customer according to the contract
- Define, establish, ensure quality and compliance, and continuously improve delivery processes and develop best practices and delivery models
- Ensure compliance of SLAs (KPIs, OLAs) agreed with the customer and ensure customer satisfaction
- Provide service reporting (internally and to the customer) in accordance with the contract
- Control the budget (project expenses, indirect expenses, etc.)
- Continuously increase efficiency, reduce project expenses, and optimize the utilization of the involved center organization
- Provide project-oriented leadership of the customer team from different locations
- Serve as an escalation authority concerning prioritizing
- Act as the first escalation point for the customer
- Support driving profitable revenue growth
- Continually identify ways to reduce the costs of delivering the services.
System and Application Support (L1)
Kyndril
06.2016 - 05.2019
- Monitor AS400 servers and reporting
- Monitor iSeries Hardware and reporting
- Resolve select Incidents
- Collecting information and reporting to L2 Lead on a timely basis
- Scheduling job's batch processing.
Education
Master's degree - Biomedical engineering
Kharkiv National university of Radia electronics
01.2016
Bachelor's degree - Biomedical engineering
Kharkiv National University of Radio electronics
01.2014
Russian Language -
Kharkiv National University of Radio electronics
01.2010
Skills
- CRM Systems
- Budget Planning
- ISeries
- System i (AS-400)
- Windows server
- Managing Multiple Tasks Simultaneously
- Microsoft Office
- Maximo, Slack, Service Snow
- Windows XP, Windows 7, Windows 10
- Incident Management
- ITIL Processes
- Organizational Skills
- Adaptability and Flexibility
- Professionalism
- Collaborative Team Player
- Application support
- Communication
- Support Services
- Problem-solving aptitude
- Project Coordination
- Customer Relationship Management (CRM)
Languages
French
English
Russian
Polish
Hobbies and Interests
- Football
- Music
- Cooking
Timeline
Senior Associate, Team Lead
KYNDRYL GLOBAL SERVICES DELIVERY POLSKA SP.Z.O. O
01.2023 - Current
Service Delivery Manager
KYNDRYL GLOBAL SERVICES DELIVERY POLSKA SP.Z.O. O
01.2020 - 01.2023
System and Application Support (L2)
Kendryl
05.2019 - 07.2020
System and Application Support (L1)
Kyndril
06.2016 - 05.2019
Master's degree - Biomedical engineering
Kharkiv National university of Radia electronics
Bachelor's degree - Biomedical engineering
Kharkiv National University of Radio electronics
Russian Language -
Kharkiv National University of Radio electronics
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