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Technical Consultant
Eddy Nego
,
Luton, United Kingdom
Experience
Other titles
Skills
I'm offering
As a Senior Technical Consultant, delivering solutions to businesses of all sizes. With a wealth of experience of 18 years in IT, interacting with all stakeholders from business decision-maker, final customers to operation engineers whether internal or 3rd parties. As comfortable leading a team as well as working independently to deliver best in class system implementation.
Markets
United Kingdom
Language
English
Fluently
French
Fluently
Ready for
Larger project
Ongoing relation / part-time
Available
My experience
2020 - ?
freelance
Senior Technical Consultant
unknown.
2020 - 2020
freelance
Senior Technical Consultant, Methods, Remote
unknown.
As a member of the Home England Agile development team:
● Delivered the Servicenow ITSM module Following the Agile methodology.
● Develop and deliver customisation for Incident, Problem and Change modules.
● Working on stories and defects following the customer's agreed requirements
● Delivered the Servicenow ITSM module Following the Agile methodology.
● Develop and deliver customisation for Incident, Problem and Change modules.
● Working on stories and defects following the customer's agreed requirements
Agile, Agile development, ServiceNow, Development, Customer
2019 - 2019
job
Business Development
unknown.
Business development, Development
2019 - 2019
job
Managing Director
Help UK.
As a Managing Director for the UK branch:
● Assuming full accountability for all company operations, leading the expansion of H4H in the UK market.
● Our goal is to enable our customer growth and success through digital transformation.
● Having the pleasure to work with great talent and with the belief that we have the right skill set to successfully implement their roadmap.
● Our competencies range from ServiceNow, Cloud (AWS, Azure, Google) to RPA technologies.
● Assuming full accountability for all company operations, leading the expansion of H4H in the UK market.
● Our goal is to enable our customer growth and success through digital transformation.
● Having the pleasure to work with great talent and with the belief that we have the right skill set to successfully implement their roadmap.
● Our competencies range from ServiceNow, Cloud (AWS, Azure, Google) to RPA technologies.
Operations, AWS, Azure, Digital transformation, Cloud, RPA, Growth, Transformation, ServiceNow, Google, Customer
2018 - 2019
freelance
Senior Technical Consultant
GCI.
As contracted ServiceNow Architect:
● Provide best practice advice to an outsourcing business supporting 126 customers on a Servicenow domain separated instance.
● Acting Subject Matter Expert offering guidance, coaching and technical insights to a Manage Service team of 6
● Delivered a migration of 4,304 contracts between MS Dynamics CRM to Servicenow Contract Management module, from study, build to delivery in 4 weeks.
● Implementing a full SCCM Integration as well as the Client Software Distribution module for one of the customers
● Provide best practice advice to an outsourcing business supporting 126 customers on a Servicenow domain separated instance.
● Acting Subject Matter Expert offering guidance, coaching and technical insights to a Manage Service team of 6
● Delivered a migration of 4,304 contracts between MS Dynamics CRM to Servicenow Contract Management module, from study, build to delivery in 4 weeks.
● Implementing a full SCCM Integration as well as the Client Software Distribution module for one of the customers
Coaching, CRM, Contracts, Management, Contract management, Integration, Service, Outsourcing, ServiceNow, Software, Dynamics CRM, Contracts
2018 - 2018
freelance
Principal Technical Consultant, Devoteam
Central London.
As part of small autonomous delivery teams.
● Responsible to capture, scope, implement and unit test customer requirements.
● Used techniques such as rapid application development and agile to
● Compressed delivery lifecycle to a few weeks in order to keep up with very tight customer deadlines.
● Delivered the Servicenow ITSM module in 5 weeks with a team of three.
● Responsible to capture, scope, implement and unit test customer requirements.
● Used techniques such as rapid application development and agile to
● Compressed delivery lifecycle to a few weeks in order to keep up with very tight customer deadlines.
● Delivered the Servicenow ITSM module in 5 weeks with a team of three.
Agile, Unit test, Test, ServiceNow, Development, UP, Customer
2015 - 2016
freelance
Senior Technical Consultant
Focus Group Europe.
As part of the delivery team providing Servicenow product implementation and improvement as requested by our customers.
● Responsible for advising implementing and delivering the best solutions to respond to our customers' ever-growing needs.
● Identify, manage and follow up all requirements till deployment of the solutions.
● Guided customers through all the project steps such as gathering the requirement through workshops through to early life support.
● Responsible for advising implementing and delivering the best solutions to respond to our customers' ever-growing needs.
● Identify, manage and follow up all requirements till deployment of the solutions.
● Guided customers through all the project steps such as gathering the requirement through workshops through to early life support.
Deployment, Workshops, Implementation, ServiceNow, Support, UP
2013 - 2015
job
Senior Application Support Engineer
Servicenow.
Responsible for managing and resolving the most challenging issues as part of the Technical Support team. Excellent team player working as part of a global virtual team based across the globe.
● Identify, manage and follow up all incidents till resolution. Debugging, reproducing and documenting all product defects reported by the customer.
● Provided guidelines and guidance to customer's request in order for them to best utilise our product.
● Provided the highest level of support to meet and exceed the 90% customer satisfaction company target.
● Delivered training to a team of 15 as part of a product knowledge transfer from the development team.
● Elected and delivered a list of activities and reward to the department as part of the customer satisfaction week.
● Identify, manage and follow up all incidents till resolution. Debugging, reproducing and documenting all product defects reported by the customer.
● Provided guidelines and guidance to customer's request in order for them to best utilise our product.
● Provided the highest level of support to meet and exceed the 90% customer satisfaction company target.
● Delivered training to a team of 15 as part of a product knowledge transfer from the development team.
● Elected and delivered a list of activities and reward to the department as part of the customer satisfaction week.
Training, Support, Development, UP, Customer
2012 - 2013
job
Network Support Engineer Tata Communications
unknown.
As part of the 24/7 Service Operation Center for Corporate-wide area customers:
● Responsible to Identify, manage, follow-up, escalate according to SLA, coordinate efforts between departments and vendors, maintain the histories of problems and solutions for all incidents till resolution.
● proactively monitor customer network, vendor planned maintenance, run and analyse traffic reports, IP configuration.
● Achieved employee of the month status in the first six months of employment.
● Joined the Formula One Pit Crew team dedicated to support the Formula One Business as well as acting as coordinators during races.
IT Service Management Apr- 2007 - Jul 2012
● Responsible to Identify, manage, follow-up, escalate according to SLA, coordinate efforts between departments and vendors, maintain the histories of problems and solutions for all incidents till resolution.
● proactively monitor customer network, vendor planned maintenance, run and analyse traffic reports, IP configuration.
● Achieved employee of the month status in the first six months of employment.
● Joined the Formula One Pit Crew team dedicated to support the Formula One Business as well as acting as coordinators during races.
IT Service Management Apr- 2007 - Jul 2012
Management, Service, Service Management, Network, It, Support, UP, Customer
2009 - 2012
job
Knowledge Expert
unknown.
As part of the onboarding team and the global Knowledge management team
● Responsible for the extraction, build and maintain the global knowledge base for the EMEA region and occasionally for the other regions.
● Onboard new systems and procedures into the Global service desk.
● Coached support teams on how to create and maintain knowledge documents
● Deliver training to the Service Desk Analyst on a newly introduced system.
● Enabled staff compression from a team of seven to a team of three by taking on additional tasks and streamlining processes.
● Responsible for the extraction, build and maintain the global knowledge base for the EMEA region and occasionally for the other regions.
● Onboard new systems and procedures into the Global service desk.
● Coached support teams on how to create and maintain knowledge documents
● Deliver training to the Service Desk Analyst on a newly introduced system.
● Enabled staff compression from a team of seven to a team of three by taking on additional tasks and streamlining processes.
Training, Onboarding, Management, Service, Support, Analyst, Processes
2007 - 2008
job
Bilingual Service Desk Analyst
Marsh & McLennan Companies.
As part of a global 24-7 Service Desk which extended to for both EMEA and North American regions.
● Proficient in desktop support, of end-user issues over the phone or remote control consistently reaching and sometimes exceeding a target of 70% first contact resolution.
● Performed basic administration and security maintenance.
● Supervised a team of five, managing, delegating, spreading workload and knowledge as well as reporting the result to management.
● Reduced operational cost and improving customer experience by enabling the transfer of the French-Canadian Service Desk from the UK to the US which offered support within the same time zone.
● Proficient in desktop support, of end-user issues over the phone or remote control consistently reaching and sometimes exceeding a target of 70% first contact resolution.
● Performed basic administration and security maintenance.
● Supervised a team of five, managing, delegating, spreading workload and knowledge as well as reporting the result to management.
● Reduced operational cost and improving customer experience by enabling the transfer of the French-Canadian Service Desk from the UK to the US which offered support within the same time zone.
Administration, Customer experience, Management, Security, Service, Support, Analyst, Customer, Basic
2004 - 2007
job
Customer Service Support
CSC Global Infrastructure Service.
As part of a 24-7 Outsourced Help Desk for various global customers.
● Provided 1st/2nd line IT support in French, English and Spanish (backup) to multiple external clients in the EMEA region.
● Provided a 60% contact resolution to incoming requests within the agreed SLA.
● Escalated incident 100% of the high severity issues while ensuring that the process was adhered to.
● Provided 1st/2nd line IT support in French, English and Spanish (backup) to multiple external clients in the EMEA region.
● Provided a 60% contact resolution to incoming requests within the agreed SLA.
● Escalated incident 100% of the high severity issues while ensuring that the process was adhered to.
It support, Customer service, Service, It, Support, Backup, Customer
2001 - 2003
job
Software Developer
CSC Financial Services SA.
● Implemented data and Insurance software components from functional UML design.
● Created and tested prototypes, wrote code, and provided user and tester support.
● Wrote guidelines for other developers on how to use the programme.
● Built reusable components, revising and adapting the existing code.
● Worked within teams of 15 members on average.
● Promoted after one year to deliver on-site and remote support for users.
● Created and tested prototypes, wrote code, and provided user and tester support.
● Wrote guidelines for other developers on how to use the programme.
● Built reusable components, revising and adapting the existing code.
● Worked within teams of 15 members on average.
● Promoted after one year to deliver on-site and remote support for users.
Design, UML, Developer, Support, Insurance, Software
My education
n/a
MBA, Business and provide
MBA, Business and provide
ICT Practitioner Barking College
Unspecified, Hardware and Software Management
Unspecified, Hardware and Software Management
n/a
Hndhncorequivalent, Computing
Hndhncorequivalent, Computing
Adult Education Center
Hndhncorequivalent, Computing
Hndhncorequivalent, Computing
Lycée Poirier de Gissac
Secondary, Maths, Sciences and Information and Communication Technology (Minor in English)
Secondary, Maths, Sciences and Information and Communication Technology (Minor in English)
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