Regis-Hennequin.info

HENNEQUIN REGIS
France
Tel +33 6 07 68 28 thirty-one.
Email regis.hennequin [a-T] gmail.com

An accomplished IT Consultant with 8 years experience in technical support (call center and service desk). Proved knowledge’s in incident, problems and change management. Awarded team player. Fast learner diligent and attentive to details.
EMPLOYMENT HISTORY

Aubay – Luxembourg               02/2009 – Present
ICT Support Specialist – European Parliament         since 08/2010
Responsible for all aspects of technical support regarding the tool use to manage translations request within the institution. Worked on the application handover from development to production environment.

• Managed all aspects of the application handover including developing a Training Course to develop the competences of my colleagues in this area.
• Established good working relationships with end users.
• Offered areas for enhancements (RFC) to improve communication with end users and add value to their experience using the tool.
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Project Manager Assistant – European Parliament          01/2010 – 07/2010
Part of the handover team between Sogeti and Aubay Consortium taking over the Service Desk contract at European Parliament for the Service Desk department.

• Established from scratch an accurate inventory of the software used within the institution.
• Evaluate together with the agents their current competences to target where there is room for improvements by doing workshops.
• Audited current procedures in place in order to find out what has to be rework.
• Pioneered the knowledge base project, non-existent when I arrived at European Parliament.

Service Desk consultant – European Court of Auditors          02/2009 – 12/2009
Working as Single Point of Contact for end users, solving software related problems remotely.

• Managed to deal with 30 to 40% of the incoming request with the utmost quality of ticket encoding and satisfaction for end users within a team of 5.

EMC² – Cork – Ireland  02/2008 – 02/2009
Technical Support Engineer   
Involve in software technical support for EmailXtender, email archiving solution of EMC² (phased out).
This highly sensitive product is requiring rapid response and reliable solutions.

• Assessed the customer’s incidents/request in coordination with partners (log file analysis).
• Utilized VMware Workstation with Exchange 2003 / Domino server 6.5 in Lab environment to reproduce customer’s problems.
• Coordinate actions between the partners (at customer site) and the Product Specialist Engineers in charge of implementing Hotfixes from the development department.
• Reached KPI’s regarding incidents & requests lifecycle.

Dell – Presto Software Support – Sykes – Shannon – Ireland     05/2007 – 02/2008
Product Specialist

Involve in pre-paid software technical support for Dell and non Dell computer owners.
It consists about charging customers for any software related assistance (virus, internet connexion, new software/hardware installation…). The platform has been relocated to Tunisia for French speaking staff from 09/2008.

• Received high score in known customer satisfaction survey.
• Successfully promoted to Product Specialist after 6 month.

Orange (mobile) – France Telecom – Nancy – France 09/2005 – 05/2007
Technical Support Analyst 

Accomplished 2nd level support for Orange customers (phone troubleshooting, phone settings, network problems diagnosis)

• Received high score in known customer satisfaction survey.
• Overtake Kpi’s defined for the team after 5 month in the position.
Wanadoo – Orange Internet – INTERIM MISSION – Metz – France 10/2004 – 06/2005
Technical Support Analyst  

Accomplished 2nd level support for Wanadoo (French ISP) customers (Internet connexion troubleshooting, router installation, network problem diagnosis)

• Received high score in known customer satisfaction survey.
• Overtake Kpi’s defined for the team after 3 month in the job.

Packard Bell – Xtrasource – INTERIM MISSION – Metz – France 09/2003 – 03/2004
Technical Support Analyst

Accomplished 2nd level support for Packard Bell customers. It consists of Hardware incident analysis for intervention under warranty.

• Received high score in known customer satisfaction survey.
• Reached KPI’s about the amount of call to deal with per working day (between 45 and 60 calls).
Mc Donalds – St Julien les Metz – France                                07/2001 – 02/2004
Swing Manager      

Start working as crew member while studying at college level for 15 hours per week.

• Reached swing manager level after 18 month presence
• Coordinate & supervised new crew members to follow the strictest rules of the fast food.
• Motivated team to accomplished sales record at drive-in (110 cars per hour).

EDUCATION AND TRAINING

06/2003; Bac Professionnel MRIM; Micro Informatique Réseaux; Installation et Maintenance.
Lycée Cormontaigne Metz – France
Award AB (assez bien).

02/2008 – 04/2008 EMC² GSAP Associate Implementation Specialist (Clariion) bootcamp in Milford MA- USA

Languages

• French  - Mother tongue
• English  - Fluent (Irish residency for almost 2 years).

Certifications
• EMC Technology Foundations
• ITIL V3 foundation
• ITIL Practitioner Support & Restore

IT Skills

Storage Array Implementation: EMC Clariion
EMC Control Center, Navisphere Manager (2 month experience)
San management: Cisco, Brocade, Mc Data (2 month experience)
Advanced Administrator for EmailXtender (almost 1 year experience)
Troubleshooting and Technical Support on PC Soft/Hard (5 years experience)
OS
Windows 98/2000/NT/XP/Vista/7. (7 years experience supporting Windows desktop Operating Systems)
UNIX; Solaris, HP-UX, IBM-AIS. (2 month of storage perspective experience)
Windows 2003 server: Exchange 2003, exchange 2007 and Domino 7 knowledge’s (almost 1 year experience)
Software / Internet Common & Multimedia – MS Office 2003/2010, Internet Explorer…
Networks LAN-WAN, Intranet, TCP/IP, Switch, Hub, Router, Wi-Fi, DSL, VoIP. Installation, configuration support of networks. Installation, configuration, support/access to the Web. Antivirus, Firewall.
Cellphone Iphone user, Blackberry Internet Service, Windows Mobile PDA, PC Card/USB stick 3G+ for Internet.
PERSONAL DETAILS

Nationality : French
Date of Birth: 1892
Marital Status: Single

INTERESTS

Photography; Travelling; Cycling;

References upon request