My Resumé

Last modified on April 10, 2010. Viewed 217 times.

Curriculum Vitae

  • Name: Patrick Melis
  • Born: 10 February 1970 in Tilburg, The Netherlands
  • Nationality: Dutch

Professional Profile

IT Service Manager with many years of international experience in managed operations / infrastructure services for multi-national customers such as Lucent Technologies, DSM, AMI and Rhodia. Project leader for various local and international projects with the above mentioned companies as well as for others such as Philips, Lonza, Tetrapak and IRI.

As IT Service manager I was responsible for the various organisational aspects of a service delivery agreement, such as contract, project and transition management, daily operations and service delivery:

  • transition management for the implementation of new services and/or renewal of existing contracts
  • coordination of changes and local projects on behalf of the managed customer
  • resource planning for daily service delivery activities
  • monitoring of service level agreements
  • coordination of actions required to restore incidents and solve complaints
  • optimization of service delivery costs
  • monitoring of “customer satisfaction” levels

My specialty is the management of technical support teams, including first and second level call center / help desk as well as proximity / on-site support, based upon ITIL processes (specifically incident, change / IMACD, problem and complaint management processes).

My strong points are attention for detail, sense of responsibility and the capacity to work both autonomously as well as in teams; my international work experience and the ability to speak multiple languages: Dutch, English, Italian and German.

Career Summary

I started my professional IT career in Philips Communications & Processing Services in Eindhoven where I worked for several years in the department for international data center operations as team leader and project manager. In these functions I had the responsibility to coordinate a group of 12-15 operations analysts working in a 24×7 shift rotation and plan the maintenance activities for the IT systems in the data centers in The Netherlands, Germany and U.K.

In 1999 I arrived in Italy where I participated as a quality assurance delegate in the roll-out project of the ITIL based Origin Service Delivery Model. Hereafter I became Service Manager with the Managed Infrastructure & Enterprise Services unit. In this role I was responsible for the execution of international outsourcing contracts in Italy for clients such Lucent Technologies, DSM, AMI / Borealis and Rhodia. Additionally, I was involved as country project manager in various projects for the forementioned clients and other multinationals as Philips, Lonza, Tetrapak, IRI and Alstom.

At the end of 2009 I left Engineering.IT and shortly after started working with the infrastructure & datacenter management team of Asset in Milan, Italy.

Professional Experience

  • 02/2010 – today : IT Service Manager at Asset – Aler Milano Iniziative e Sviluppo
  • 10/2004 – 01/2009 : Country Service Manager for client Rhodia
  • 06/2004 – 01/2009 : Country Service Manager for client AMI Agrolinz / Borealis
  • 10/2002 – 03/2006 : Country Service Manager for client DSM
  • 07/2000 – 10/2002 : Country Service Manager for client Lucent Technologies
    Managing transition and delivery activities in Italy related to international IT contracts. Multiple sites of various dimensions (10-500 seats). Services partially centralized in the leading country (for example SAP, server and network management). Local services included help desk, on-site support (for Windows PC, server, backup media handling, LAN, inventory asset and stock management) and management of local changes and projects.
  • 06/2007 – 01/2008 : Transition Manager for client Alstom
  • 04/2006 – 05/2006 : IT services auditor in IRI Italy on behalf of Atos Origin U.K.
  • 10/2002 – 12/2004 : Client Service Manager for delivery unit Desktop Services, various clients such as Canon, Arcavita, Sabic, Electrocomponents
  • 06/2002 – 12/2002 : ECDL teacher for client Tetrapak
    Project to train all Tetrapak employees in PC / Windows/Office usage and prepare them for the ECDL certification exam.
  • 06/2001 – 10/2002 : Coordinator Field Support technicians (45-50 people) for Desktop Services department
  • 10/2000 – 11/2000 : IT security auditor (BS7799) for client Lonza
  • 09/1999 – 06/2000 : project leader for implementation of Origin Service Delivery Model (ITIL) at Managed Services in Origin Italia
  • 01/1999 – 09/1999 : project leader for Millennium Y2K Time Travel Testing for mainframe systems in Origin Netherlands
    Preparation, planning and execution of various tests on operating systems (MVS, VM) and applications (CA-7, Adabas, CICS, DB2, IMS).
  • 01/1992 – 12/1998 : Shift Manager Mainframe Operations (12-15 people per shift rotation)
    Team leader data center responsible for the daily operations including support desk, service availability, resource planning, training of personnel, batch scheduling, planning and coordination of data center maintenance activities. Participation in various projects for consolidation of data centers in Sweden, Denmark, Germany, Italy and U.K.
  • 10/1990 – 12/1991 : Control Centre Technician / Operations Analyst (7×24 shift rotations)

Education and Training

  • 2009: course “Net@Suite (SIU web-based): Concepts & Functionality” – Engineering Ingeneria Informatica – Italy
  • 2009: course “NetaSIU (SIU32 client-server): Concepts & Functionality” – Engineering Ingeneria Informatica – Italy
  • 2009: course “Italian regulations and impact on Energy & Utilities market” – Nexen - Italy
  • 2006 : course “Continuous Service Delivery Model (CSDM): Self-Assessment Training” – Atos Origin Global Managed Operations – France
  • 2006 : online course “Codice sulla Privacy: l’impianto legislativo, il trattamento dei dati e i ruoli” – Progetto Trio – Italy
  • 2006 : online course “Codice sulla Privacy: i nuovi adempimenti, responsabilità e sanzioni” – Progetto Trio – Italy
  • 2006 : online course “Codice sulla Privacy: trattamento dei dati nelle aziende di ICT” – Progetto Trio – Italy
  • 2005 : certification ITIL Foundation – Exin – Italy
  • 2001 : course Performance Coaching – Performance Consultants – Italy
  • 2001 : course Contract Management Workshop – Atos Origin International – Netherlands
  • 1992 : certification Introduction Mathematics – Open University – Netherlands
  • 1992 : certification Introduction Computing Science – Open University – Netherlands
  • 1990-1995 : various courses related to mainframe operations – IBM, Amdahl, Randstad, etc. – Netherlands
  • 1988-1990 : attended Eindhoven University of Technology (T.U.E.) – Netherlands
  • 1988 : scientific high school diploma (V.W.O.) – Cobbenhagen College – Netherlands

Languages

  • Dutch : mother tongue
  • English : good
  • Italian : good
  • German : discrete
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