Benoit Tessier

- I manage (in Agile mode) a service management team for the realization of mandates I act as a Director-Coach for ABna's resources - As a project manager, I plan and manage the different stages of projects and collaborate with other project managers to ensure the success of mandates. - In Agile mode, I coordinate all deliverables and quickly adapt solutions to changing customer needs. - I lead workshops on needs assessment and validation with target groups and present the solutions offered to customers. - I manage the configuration, development and implementation of a service management tool (Omnitracker) and I am the architect of the solution. - I develop methods for optimizing processes via a set of software, including Omnitracker. - I advise my clients on the implementation of processes and procedures related to the delivery of their services. - I use the BPNM standard for the creation of processes Among my accomplishments - I developed a Wiki on the Sharepoint platform for internal client documentation. - I have developed, with my team, a series of videos and online presentations to support the training. - I developed and implemented a comprehensive ITIL-based management framework and updated key processes to align with ITIL. - I have implemented a KCS process and methodology for process documentation.

Internally - Develops the practice of service management. - Responsible for the management of IT tools. - Implemented new office tools (Office 365, OneDrive, MS Teams, Trello). - Implements a new transactional website. - Implements various CRM and marketing tools (Hubspot, Better Proposal). - Implement an LMS (Learning Management System) tool. - Develops new service delivery models. - Set up business processes for customer management, online transactions, opportunity management and sales. As a consultant - Participates in various mandates as a business analyst, business process review, strategic management, cloud transformation, technology transformation, etc. - Manages consulting and optimization mandates for IT management tools. - Develops, revises and optimizes processes, performance indicators and control points. - Manages organizational change and the adoption of service management best practices by providing coaching and training until processes become ingrained in the culture. - Assistance in the implementation of MITS related policies, processes and procedures. - Makes recommendations for the development of service level agreements (SLAs). - Provides recommendations for the development of service catalogs.

Support and Customer Success Director - Manages the customer support and success team in North America. - Advises customers on best practices for using EasyVista. - Implements the customer success practice. - Sits on the International Steering Committee. - Translates customer needs into strategic and development plans. - Collaborates with the product manager and development team to meet customer needs. - Works with global SaaS teams to improve services. - Serves as an entry point for customer requests. - Coordinates the North American SaaS infrastructure team for critical incidents. - Escalates issues with the development team. - Develops and maintains processes and dashboards. - Analyzes customer issues and establishes action plans. - Advises clients on strategic use of the product. - Increases customer adoption, retention, and satisfaction. Marketing Director - Product and brand development - Develops and implements comprehensive marketing strategies aligned with business goals. - Analyzes market trends and consumer behaviors. - Meets with customers to understand their needs and translates them into "user stories" for the product manager. - Participation in corporate marketing events - Participates in fairs, conferences and customer events.

Acts as a leader in IT services management, ITSM tools and best practices for operational teams at all levels • Manages the ITSM analyst team as well as the IT asset procurement and management team • Develops the overall vision and strategy for IT services management • Identifies, prioritizes, plans and coordinates projects related to improving management processes • Manages the implementation of a new ITSM management tool (EasyVista) and its integration with the existing process and tools. • Develops a series of management dashboards • Monitors process effectiveness using ALS, management reports and indicators • Set up compliance committees according to the various audits • Define the mandates, teams and priorities of each process change committee • Meets regularly with different teams to take stock of the processes in place, identify areas for improvement and needs to improve the delivery of their services • Built and maintained the IT service catalog as well as the CMDB • Works closely with the Service Desk to improve services

- Develops a new change management process. - Makes up and manages the "Change Advisory Board" at the level of Infrastructure and Operations. - Defines the structure, priorities, tools and processes for CAB.

- Preside over chapter meetings - Supervise all chapter activities - Manage finances and budgets - Represents the chapter to all official functions

Manages the implementation of new processes and tools to support operational support - Conceive and implement management processes based on ITIL for the exploitation support group. - Propose and develops a new organizational structure for the support service. - Implement the C2 Enterprise Service Management Tool.

- Installs and customizes the enterprise software solution (C2 Enterprise) according to customer needs - Advises and guides customers on the optimal configuration of the software for their needs - Assists customers in the implementation of ITIL using the software

Responsible for the development and implementation of best practices as well as a management framework for internal use as well as for operation at our customers. - Consist, maintain and implement a management framework for the company based on ITIL, MOF and HDI. - Revise and improve the company's service offering to support new business needs. - Manages the business relationship with customers. - Works on ITIL and process optimization engagements with clients.

- Take, resolve and manage incidents and service request - Dispatch on-site technician - Reorganize the service desk