CV du
consultant

BDD

RMAN

Connaissances fonctionnelles

CRM SIEBEL TELECOM CTI Enterprise Architect office OSS Visio ARIS Assurance ERP PORTAL WEB Marketing RUSSE SAGE SIG SOFTWARE

Langages

C C++ JIRA R SCRIPT SQL VISUAL BASIC

Méthodes

BPMN Management Conception Core Model integration Planning Quality Center Support

Réseaux et Middleware

ESB LAN

. 1997 - Bac + 5 - Ingenieur Informatique

. Île-de-France
. Belgique

Summary:

Senior Business Analyst consultant with more than 15 years of consulting experience (5 years at Deloitte Consulting and 10 years as an independent)

Hands-on experience on CRM and supply chain business processes and solutions mainly in the telecom industry, but also in manufacturing, Consumer goods, Pharma and financial services.



Area of competencies:

Business processes:

- CRM (Marketing, Sales, customer services)

- Telecom (OSS and BSS, eTOM expertise)

- Supply Chain (Order management, procurement management, Sales and operation planning, logistic)

- BPMN 2.0 expert

Tools

- Business process modeling tools (Sparx Enterprise Architect, Aris, Bizagi).

- HPQC (Quality Center).

- Service Now

- JIRA

- Good understanding of different relational databases and writing SQL queries.



Education :

- UTC (Université technologique de Compiègne) – Computer Sciences Engineer



Language :

- French : Native Language

English : Fluent



Work Experience



August 2013 – Ongoing

Lafarge (Manufacturing)

Paris





Project Description: Global supply chain transformation program aiming at standardizing of business processes and tools in countries operations

Role description : Business process stream leader

Work with countries stakeholders to document, analyse and improve their local business processes in order to align them with the template business processes and tools

November 2010 – April 2013

Deutsche Telecom (Telecom)

Bonn (Germany)



Project Description: Global IT transformation program impacting Accounts and partners management, campaign management, sales funnel, Order Management and Customer service

Role description: Account and Partners management stream lead. Responsible for design of OSS and BSS applications and processes for this stream).

- Organize and facilitate workshops with users of all the countries to document existing processes and applications

- Gap analysis with eTOM standard business process

- Write functional specifications

- Support the offshore developments (in India)

- Support the rollout in different countries

- Support End users Tests

December 2009 – November 2010

Baxter (Pharma)

Brussels (Belgium)



Project Description: Global CRM/Order management core model development and deployment across operations. The program impact sales processes (Campaign management, sales funnel) and fulfilment processes (Order management, delivery and payment)

Role description: Quote to Order stream lead.

- Requirement gathering

- Functional specification

- Integration specifications

- Test plan and test execution

January 2009 – November 2009

Turkcell (Telecom)

Istanbul (Turkish)



Project Description: Setup of a Call center to support campaigns, sales, order management and customer service. The call center is integrated with OSS applications end to end ticketing, workforce management, logistic, network inventory and network monitoring systems

Role description: Implementation of CPQ functionalities (Product and price configurator) in the order capture process

- Collect and document products and price model information.

- Analyze the product/price information, study the feasibility and provide design and implementation solutions.

- Design integration flow with OSS applications

- Configure Proof of concept

- Support developments and tests

August 2008 – January 2009

Belgacom (Telecom)

Brussels (Belgium)



Project Description: Global OSS/BSS transformation program

Role description: Product catalog and pricing analyst

- Organize workshop with marketing and IT to understand and document product portfolio and pricing model

- Design products and price hierarchy, constraints and rules

- Manage a team of 3 persons to configure the products and pricing rules in the product catalog application (Siebel dynamic product catalog)

November 2007 – August 2008

Telefonica O2 (Telecom)

Prague (Czech Republic)



Project Description: Convergence of prepaid and postpaid BSS processes and solutions (CRM, billing and service assurance)

Role description Product Catalog Business analyst

- Gathering Products and Services information (From current catalog application, from marketing documents, from workshop with marketing people, etc…)

- Analyze the Siebel product Catalog capabilities, identify potential gaps and provide implementation solution.

- Configuration of products and services in the product catalog software.

June 2007 – November 2007

Tiscali (Telecom)

Cagliari (Italy)



Project Description redesign of the E2E fulfillment process

Role description: OSS Provisioning process stream lead

- Animation of workshop with Customer representatives and back office activation team to understand the provisioning business process

- Animation of workshops with OSS provisioning system owners (Voice, Broadband ADSL and IPTV) to define the messages flow

- High level design of the provisioning solution (Sequence diagrams of messages flow, activation interfaces definition)

January 2007 – June 2007

Verizon business (Telecom)

Paris (France)



Project Description Implementation of a self-care portal to support order entry and all type of customer queries (Information request, invoice enquiries, problems, case, network/resources or services issues, etc.)

Role description: Customer interaction automation analyst

- Analyze processes to assist the customer to record queries from the portal (question/answer tree, query forms, etc)

- Analyze processes to maximize automatic answers (mail parsing, automatic response mail or phone call, FAQ, etc..)

- Design the solution (with Siebel smart script and smart answer modules)

- Test plan and test execution

February 2005 – January 2007

MTN (Telecom)

Johannesburg (South Africa)

Project Description: Global OSS/BSS transformation program including Marketing, Sales, Fulfilment, Assurance and Billing processes

Role description: End to End business analyst and project manager:

- As is and to be business process capture and documentation

- Gap analysis with eTOM standard processes

- requirements capture and documentation

- Package selection (RFP, evaluation and selection)

- Implementation Project manager (management of budget, planning and resources)

July 2004 – February 2005

Reckitt Benckiser (FMCG)

Paris



Project description: Global CRM program including account management, store visits process, trade promotion/trade fund management and sales volume planning)

Role description : Change management for Western Europe

- Communication plan and execution

- Demo sessions

- Change requests management

- Training

- Functional support after go live

1999 – 2004

Deloitte Consulting

Paris



Senior Consultant/Business analyst

Contributes to proposal submissions and business development initiatives, and to the implementation of sold engagements. Example of projects:

- NPower: Help this new MNVO to setup its OSS and BSS operations platforms (market and sales, Fulfilment, Assurance, Billing)

- Renault : Implementation of an online vehicle Configurator and Pricer for the ebusiness website

- Philip Morris: Implementation of an order management and supply chain solution.

1997 – 1999

N-SOFT (Telecom service provider)

Paris



Software Engineer: Conception, design and development of products and services for the telecommunications industry, including:

- Computer telephony integration components

- A call center management application

- Least call routing modules for prepaid calling card providers

Technology used : Microsoft Development framework (C++/MFC, Visual Basic, Microsoft ActiveX, COM/DCOM)