Reto Schmid

• Build-up, lead and improve the department Workplace & Servicedesk in Switzerland and later additionally in the region North & Southwest Europe, with around 250 employees in five countries and several nearshoring locations • Strategic and financial responsibility for department • Initiate and control nearshoring projects, boost efficiency and effectivity and implement cost optimisations in the daily business • Constant improving of existing services as well as evaluating and adapting the global service portfolio

• Responsible for ensuring the operational day-to-day business for all customers in the Business Unit Managed Services of Atos Switzerland • Tactical and financial responsibility of the whole business unit • Leading around 150 employees in five departments (Datacenter, Network, SAP Basis, Service Tooling and Workplace & Servicedesk) • Balance cost optimisations against a stable and high quality operation • Regular contact and communication with customers on C-Level • Controll and challenge internal project activities • Integrate into the global factory model of Atos and push nearshore services

• Ensure and improve the delivery of the nearshored Servicedesk services in the nearshoring countries • Initiate and perform Servicedesk transition projects to nearshore and acting as a subject matter expert in the Servicedesk topic as well as the Service Management Tool topic (Ticket systems, Asset mgmt.) • Responsible for the Service Delivery management of one middle-sized swiss customer • Working as a subproject manager in complex Servicedesk transition projects in Germany and Austria

• Responsible for the delivery of the services from the outsourcing partner • Owner of the contract between Alstom and the outsourcing partner • Building up and maintain the Business Intelligence infrastructure with Crystal Reports • Perform regular end user training and newcomer training • Implementation of a global Major Incident process

• Leading the internal Servicedesk team (15 employees) incl. shift planning, holiday planning and HR responsibility • Ensure the availability and the agreed KPI’s of the Servicedesk in the daily operation and report to the Head of Workplace • Actively lead the transition to the Nearshoring center in Poland of the outsourcing partner

• Onsite Support (IMACD, 2nd Level Support, Application) • Support of industrial pc environments

• Purchasing and selling of games on the european market • Creating of sales documentations

• Selling of hardware and software • Presentation of products and consulting customers

• 15 weeks of Swiss Army basic training (bootcamp in Birmensdorf ZH as a mortar soldier)
• 6 weeks in the Army Leadership Training School for Sergeants
• 11 weeks of practical duty as a Sergeant in a 40-men platoon
• Afterwards there were regular service periods of 4 weeks a year (last one 2011)

• Support and perform IMACD in a rollout project • Deliver PCs/Laptops and actively train users in using them

Jakob Müller AG in Frick, a weaving-machine-industry company, with about 1500 employees global.