raymond berna

incident request and access manager

About

Incident , Request & Access Manager, Team manager front & Back Office, at eBRC

Country

luxembourg

City

luxembourg

Industry

computer & network security

Skill

itil, incident management, it service management, service desk, it management, data center, service management, process improvement, business continuity, windows, change management, process management, sla, disaster recovery, people management, vpn, escalation, documentation, back office, executive reporting, reporting and analysis, process development, vba, informatiques

Experience

procuction supervisor

tdk

1991-6 - 2006-3 · 14 yrs 10 mos

* Production supervisor * 3 production workshops and 36 peoples in Video and audio tape ,CD,DVD production. * In charge to follow, manage and improve Security,Quality,Productivity.

team manager front and back office, at ebrc

ebrc -european business reliance centre

2007-6 - Present · 19 yrs 4 mos

* In charge to create the: * Client Care Centre", 1° level operation service & single point of contac & monitoring & eBRC Help desk . * Manage the client care center * and * Supplier Management on days to days operation.From:09-2012 * and * Manage "Operation Service" back office team From 01-2012

incident request and access manager

ebrc -european business reliance centre

2008-8 - Present · 18 yrs 2 mos

* Incident Management Procees owner & Manager Follow-up pocessus * Request Management Procees owner & Manager * Access Management Procees Manager * Procees Manager: * Follow-up the good pocess application. * Make KPI to detect possible deviation * Procees Owner: * Create process * According KPI results and business objectif make the appropriated process improvements .