Mathieu Drouelle

- Acted as strategic liaison between IT and business units for BENELUX countries and France, translating businesses needs into IT solutions.

- Conducted needs assessments and analysis of processes to identify and implement IT improvements.

- Managed stakeholder relationships, with a keen emphasis on ensuring the alignment of IT initiatives with corporate goals.

- Managed projects involving several departments, ensuring timely delivery and alignment with business objectives.

• Facilitated installation processes to deliver project requirements on time.
• Evaluated existing procedures and made proactive adjustments to meet changing demands.
• Co-led and oversaw entirety of the transition regarding current framework (staff training, database, knowledge transfer) from France to Poland.
• Coordinated deployment of critical on-site operation (granting of on-site access, server maintenance, hardware replacement).
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Managed and monitored installed systems for highest level of availability.
• Ran deployment projects and provided on-site direction for network engineers.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Successful switch to fully remote work following COVID-19 outbreak without a drop in performance.
• Trained new personnel regarding company operations, policies and services.
• Promptly responded to inquiries and requests from prospective customers in both French and English.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.