Olivier Hamelin
Summary
Dynamic Service Desk Manager with a proven track record at CGI, enhancing service delivery through effective team management and ITIL framework implementation. Excelled in building high-performing teams, significantly improving customer satisfaction, and managing complex projects. Skilled in incident management and fostering positive attitudes, adept at driving productivity and service quality.
Overview
8
8
years of professional experience
Work History
Service Desk Manager
CGI
09.2019 - Current
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Led multiple projects to ensure proper transition as well as impacts on the service desk operations.
- Manager relations with various clients to ensure optimal quality and possible optimizations.
- Manage various service levels to ensure proper service delivery and minimize company costs.
- Managed teams of more than 30 members and give monthly and yearly feedback on performance as well as building career development plans.
Service Desk Team Lead
CGI
09.2016 - 09.2019
- Managed team schedules and vacation calendars to ensure proper service desk coverage to meet our contractual obligations.
- Main contact with team members concerning their statistical performance.
- Handling of client escalations regarding technical issues with incidents and implementing solutions.
Education
HDI Service Desk Manager Certification
HDI
Online11-2019
Skills
- Service level management
- Incident management
- ITIL framework
- Team management
- Escalation management
- Reporting and analysis
- Positive attitude
- Multitasking and organization
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Service Desk Manager
CGI
09.2019 - Current
Service Desk Team Lead
CGI
09.2016 - 09.2019
HDI Service Desk Manager Certification
HDI
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