Sory Kone

ITIL V 3 & 4 Accredited trainer

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Lead large IT projects in Pre-sales, Qualify and guide the needs of large customers
Support, train, advise and assist large organizations in their ITSM strategies and service management
Integrate quality and customer satisfaction in project management
Work in a team, streamline / exploit information, establish a stable relationship with colleagues

MS Server, Linux, WAN MPLS / LAN / ToIP Cisco, Alcatel and Skype networks
Construction and defense of offers, Ability to communicate and formalize at different levels

ISO / IEC 20000 audit, ITIL® V4, V3 Capability PPO, SOA, RCV, OSA, PMI project management
Certification Service Integration And Management SIAM®, Multisourcing Service Integration MSI
Certification Cisco CCNA, Microsoft MCSA

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Coordinate the design of tailor-made service offers that meet customer needs
Integrate all aspects of service design (SLA, availability, supplier, RACI …)
Build operational models, negotiate costs and defend the offer to customers
Service Architecture: integration and consolidation of technical architecture, service desk, definition of operating models or governance models, definition of service catalog, financial management and reinvoicing of IT services, management of customer / business relationships, establishment of service agreement
Process Excellence: ITIL® maturity audit, implementation or improvement of ITIL® processes, framing and implementation of ISO / IEC 20000 processes
MultiSourcing Service Integration: Design of a multi-vendor service integration offer on all ITIL® and SIAM® practices with a single SLA Customer integrator
Tool Enablement: assistance in the choice of service management tool, definition of an implementation trajectory, implementation of the main ITSM tools on the market (BMC Remedy, Service Now, HP service Manager)

Define the architecture of ITSM services and the architectural needs for integration with other service bricks
Provide bid management on complex customer infrastructure integration cases
Develop integration services and have them validated for their feasibility
Write offers or subsets of offers in terms of service solution as part of the conduct of pre-sales projects
Participate in the establishment of the provisional operating account for the P&L business
Participate in the development or improvement of the IP telephony service offer
Ensure the integration of ITSM tools and operational model for customers
Analyze customer needs and build the most appropriate technical and financial solution
With the sales team and the project team, achieve sales of solutions and services by showing customers their added values

Provide support for levels 2 and 3 expertise on LAN & WAN networks
Participate in the risk analysis of new projects
Ensure operational and reactive support missions for customers under maintenance contracts
Solve incident tickets in compliance with SLAs with the development of models
Collaborate with publishers and manufacturers and ensure a technological watch
Participate in the definition of the strategy of SFR’s backbone networks
Define KPIs linked to the proper operation of networks
Ensure, in collaboration with security experts, the right level of infrastructure security

Design of LAN / WAN / ToIP network architecture
Training and technological watch on technical ranges and solutions
Technical reference on customer projects: Costing, pre-sales project management, negotiation
Design of technical solutions in relation to project management
Drafting of responses to calls for tenders
Technical support for sales representatives, including when traveling
Presentation and defense of offers
Monitor ongoing pre-sales until their signature and contractual finalization
Participate in commercial and contractual negotiations
Ensure regular reporting

LAN / WAN network administration and monitoring
Treatment, in the ITIL sense, of network infrastructure problems (analysis, reporting and proposal of remedial solutions)

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