Manager Assistant Service Delivery

CARLOS BLONDO TESSA

Personal details

Name

Carlos Blondo TESSA

E-mail address

blondocarlostessa@gmail

******.******.*****@**.**...

Phone number

739530666

Address

Stefana Drzewieckiego

**-*** wroclaw

PROFILE

I am a motivated and persuasive individual who is really prompt to work in a competitive area and also who loves nothing more than work together with partners ( stakeholders, customers etc. ) to achieve their goals in a timely demand .

I am a professional who is very confident when handling inquiries,complaints and communications.i am also team player who is able to work to timely demands and effectively and manages multiples workloads.

Right now i am looking for a new position in a new team: a team that has a unit spirit and which is not only giving people the freedom to do a great job,but also support them to achieve their future ambitions. During my previous position as SD Analyst in multiple SD team, I used to do multiples task and i have learned a lot .

EDUCATION

Bachelors Degree Jun 2011 - Oct 2012

University of Buea, Buea Cameroon

Banks techniques operations

Financial management

International market

Capital markets

Organizational behavior

Accounting

Informatics - etc..

Higher Nation Diploma Sep 2010 - Sep 2011

Siantou Unversity complex, Yaounde

Lycee de KeKem Jun 2008 - Jul 2009

yaounde

EMPLOYMENT

Customer services representative Dec 2016 - Present IBM Polska Sp. z o.o,, Wroclaw

-Provide first line IT support for all customers across a range of technologies

-Cooperate with other IT items in order to resolve incidents and request

-Ensure incidents and requests are accurately logged, assigned,tracked and responded to in a timely manner,in line with agreed SLA's

-Work with Incident and problem management teams on individual proactive and reactive issues as necessary.

Day to day activities require coordination and operational review with delivery teams responsible to ensure level and quality of service are maintained and to identify areas for continuous improvement. This includes visibility and management of each component of delivery to identify where efficiencies can be made. Reporting progress, identifying, articulating and mitigating risk, and coordinating activities and resources. Ensuring client-centric thinking, particularly around planned changes and outages Service Desk Back Office : Main role is to review and identify root cause for all escalated service requests and incidents in order to use this information to improve continuously within service delivery teams, offering direct assistance for Service Delivery Management team in suggesting changes in processes, procedures and/or solutions. Working as support to Leadership team in order to improve prompt reaction to high impact and highly visible customer issues. Direct responsibility for establishing accountability and priorities, and streamlining processes to get fast results. Work effectively with cross-functional stakeholders to ensure consideration is given to high impact support incidents and prevent recurrence.

Ability to communicate with enterprise executives and establish timelines to resolution along with frequent updates. Ability to generate and deliver executive reporting which captures the current state of all active escalations.

Communication management at Jos

Telecom ( Orange CMR)

Jun 2013 - Feb 2014

Orange, Bafoussam

Manager assistant at Afriland First bank Jun 2010 - Jun 2011 Afriland First Bank, Yaounde

LANGUAGES

Francais

English

CERTIFICATES

ITIL Foundation

Top 50 ITIL keys concepts

Enterprise Design Thinking Practitioner

SIDE ACVITIVITIES

Translator

FDM Logistics

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