Damien Juge

• Was a key actor in the company strategy decisions

• Built an entire IT department from scratch to support internal staffs and clients (more than 3000 active end-users)

• Hired and managed key resources: Service Desk Manager, System & MDM/ UEM Administrator and IT Specialists

• Setup an outsourced Service Desk service to support the company's growth – implemented Jira Service Management

• Setup and managed UEM (Unified Endpoint Management) Services with Jamf, Intune, Miradore and Workspace One

• Setup and managed an IAM (Identity & Access Management) Service with Okta

• Setup and managed the company tenants & SaaS: Google Workspace, Microsoft 365, Miradore, Workspace One, Okta, Jira, Slack and Notion

• Setup and managed an MSP partnership with Microsoft, VMware and Bitdefender through Arrow Electronics

• Found and managed key partners for IT Security, UEM solutions, Cloud Services & data migration

• Launched ISO 27001 & 27701 certifications

• Worked closely with the Sales team on key contracts

• Worked closely with the RSE Manager to implement a Green IT strategy

• Took part in Ted Talk-style presentations with other French CIOs, from start ups to big companies

Reporting to the Program Manager, EMEA.

• Modern Deployment and Customer Experience, responsible for France and UK markets

• Technical Expert capable of driving modern deployment of Microsoft 365 workloads with both customer and partner (Azure AD, School Data Sync, Autopilot, Intune & Intune for Education, Teams, Win10, O365, PowerApps, eDiscovery, Endpoint Defender)

• Worked with the Partner Development Manager to provide depth technical support and readiness to key Deployment SI partners and accelerate deployment and adoption of Microsoft 365 with customer

Reporting to the Global Head of Technology Support, managed the Global Deskside Support team, comprising of 20 Global Deskside Support Analysts providing 2nd Line & VIP Support in EMEA, APAC, LATAM and NA including a Team Leader in each region. Supported 8000 end-users in 141 offices across the globe.

• Built a new team in APAC of 5 Analysts and a Team Leader and created the Global Deskside Support team by merging the EMEA, APAC, LATAM and NA teams

• Improved the structure of the team globally by creating a Team Leader role in each region

• Reduced global tickets by 30% & Aged Tickets by 400% in 2019

• In 2019, my team closed more than 20,000 tickets globally

• Setup and maintained the network (internet connection, switch, access point, cabling) in all offices globally

• Provided expertise and support for office moves and expansions in all regions

• Delivered global projects in collaboration with the other IT teams like SCCM & Active Directory migrations, MFA & Intune implementations and Windows 10 rollout (in one year we migrated 12,000 PCs across the globe), rollout of Teams

• Actively engaged in the management of the global Infrastructure and joined the weekly CAB and problem calls

• Worked closely with Procurement to launch and manage RFPs and new global contracts. I was the Service Owner for some of the most important contracts (MICROSOFT, LENOVO, DELL, RICOH, CISCO, CDW, BECHTLE, VITRX, PLANTRONICS, ACSL)

• I was the main buyer for all IT equipment and some software licenses in all regions, I created a global catalogue

• Contributed to the creation of a new CMDB, started to asset tag 12,000 PCs and import their details in the database

• Implemented the 'Here to Help Days' concept in APAC, LATAM and NA

• Worked closely with the Business and their partners to accommodate business needs, managed end-users expectations

• Worked closely with Finance to keep track of the global CAPEX and OPEX budgets

• Implemented successful EMEA processes to the other regions