Cyril Grosjean
Manager
Santa Monica, CA
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Profile:
Summary
Accomplished manager with expertise in service delivery, incident management and transition to operations.Topnotch cross-functional team collaborator, partner relationship builder and customer service pro with project scheduling, problem solving and performance management knowhow.
Experience
2014
Sep
-
2018
Feb
MANAGER, IT OPERATIONS Storage/Data Protection
HYDRO-QUEBEC / Montreal
- Delivered security, cost and business continuity improvements by controlling RFP and architecture deliverables, managing risk and vendor relationships (Dell-EMC, HP, NetApp) for new T4 data center
- Exceeded SLAs, supported $140M project portfolio and drove efficiency through staff training and resource optimization
- Led 11-member enterprise storage (SAN, NAS) and data protection team to attain regulatory compliance (NERC) deadlines by negotiating requirements with auditors, architects and technical staff
- Implemented dashboard (SQL, Excel Pivot Tables), formalized capacity management reporting (Vipr-SRM) and documented operational processes to reduce audit generated workload by 1 FTE
2011
Apr
-
2014
Sep
MANAGER Financial Services Outsourcing
CGI / Montreal
- Negotiated schedule and coordinated data center migration and consolidation project (300 servers) for Desjardins Financial Security
- Managed 29-member IT infrastructure team for Laurentian Bank
- Analyzed metrics to propose and implement service model and catalog to decrease incident resolution delay by 30%
- Improved processes and reporting for software distribution, project resource planning and firewall requests to reduce risk, delay and costs
- Rapidly scheduled resources and coordinated IT operations integration project following acquisition of M.R.S. Trust Company
2006
Jul
-
2011
Apr
SR. CONSULTANT, GMA Infrastructure
CGI / Montreal
- Supervised 18-member 24/7 help desk and ATM monitoring team
- Integrated payment processor change, terminal to client-server conversion, and ITSM system migration
- Consistently improved availability of services through regular process and reporting refinements, automation, and monitoring enhancements
- Built partner relationships with Telus, Bell, IBM, Everlink and Garda
2001
Mar
-
2006
Jul
PRINCIPAL TECHNICIAN User Services
Kodak / Paris
- Level 1 & 2 Support (5000 users in France, Belgium and Switzerland)
- Chaired focus group to drive 80% first-call resolution
- Trained technicians, reported monthly metrics, implemented global knowledge database
Education
1992
-
1996
McGill University
Bachelor of Commerce / Management Information Systems, Strategic Management Policy
Skills
