Alexis TERNOY

Team leader of 12 supporter (4 intern, 8 consultant) providing support for incident, service, problem and change management. Application is project management and portfolio management used by up to 13.000 all over the world.

Responsible of governance respect in the company regarding project management, tool used and PFM.

Expert Consultant in Project Management and Portfolio Management.
OPX2 Export (Planisware).

Full management responsibility of upgrade to SP3 release of project management tool.
Study of scenarios impact on business operation, goal was to increase availability and quality of support services.
Define support processes & workflow based on ITIL best practices.
Daily incident & problem management (10.000 worldwide customers / 130 members from 1st to 3rd support level).
Respond to service / interface request including specifications, design, test scenario, rolls out and regression test.
Interface process improvement on import/export (ClinAdmin, Enterprise Information System, SPLANDIT).
Definition of indicator to monitor performance and report to “group decision support” (request time to customer satisfaction), short term objective is to provide to customer a full unified information board / dashboard.
Identifying tests case, reproductive aspect and possible correction on 3 reporting tool (up to 150 reports per tool).
Knowledge transfer & training to new Indian team (10 people), objective is outsourcing of support services.

In charge of migration from project management tool Artemis to Opx2 (Planisware).
Creation and development of the project management structure from design to implementation
Extracts and requests of CSV & XML data.
Publishing of reports (BO, Opx2, PDF, HTML, Excel formats, McCabe) on resources assignment control assistance, software metrics control assistance, performance reporting on product changes.
Project Management guidance and support to the Head of Development Division.
Publishing of an intranet for official documents and metrics projects reports.

Overall development management in team with the sales manager and the support team.
Full management of customer tailored developments with analyze of the requirements, technologies and planning involved.
Various supports in term of business and technology recommendations, quote and general key account assistance.
In charge of identification of potential new businesses in line with the products offered.
Internally, development, implementation and full migration of client, web and office platform to LINUX.
Responsible for ITIL project deployment, objective was a better bug tracking/solving, customer support, network monitoring and proactive customer servicing. Creation of the new SLA and SDLC.
In charge of the technical support team.
Onsite consultancy for various customers is described below.