Gabriel Bruno

About

WHO AM I?

Check my CV

Blog

Home

I am an accomplished IT leader with over a decade of experience across international tech landscapes, specialising in Contact Centers DevOps and cloud infrastructure. I have a proven track record in spearheading innovative engineering solutions and driving operational excellence within SaaS environments. Adept at leading diverse, cross-functional teams to surpass strategic objectives and enhance productivity. With a robust technical foundation and a passion for continuous learning, I possess a deep understanding of cloud ecosystems, underscored by a commitment to delivering cutting-edge solutions and fostering a culture of technical excellence. As an articulate communicator, fluent in English, French and Italian, I excel in synthesising complex technical concepts for a variety of audiences and cultivating strong stakeholder relationships.

VOICE, CLOUD, TECH & AI

I am an accomplished IT leader with over a decade of experience acrossinternational tech landscapes, specialising in Contact Centers DevOps and cloud infrastructure.

I have a proven track record in spearheading innovative engineering solutions and driving operational excellence within SaaS environments. Adept at leading diverse, cross-functional teams to surpass strategic objectives and enhance productivity. With a robust technical foundation and a passion for continuous learning, I possess a deep understanding of cloud ecosystems, underscored by a commitment to delivering cutting-edge solutions and fostering a culture of technical excellence. As an articulate communicator, fluent in English, French and Italian, I excel in synthesising complex technical concepts for a variety of audiences and cultivating strong stakeholder relationships.

As an articulate communicator, fluent in English, French and Italian, I excel in synthesising complex technical concepts for a variety of audiences and cultivating strong stakeholder relationships.

Curriculum

IT Field Support Specialist Shire Paris, France

Techforce Analyst Salesforce Paris, France

2023 - present

2022 - 2023

Tech Lead DevOPS Accor Paris, France

AWS Telecom Administrator Accor Paris, France

IT Technician Nuova Accademia di Belle Arti Milan, Italy

2018 -2019

Drove IT systems reliability through expert diagnostics and efficient troubleshooting of system issues, ensuring minimal downtime. Instrumental in streamlining help desk operations, achieving a 20% improvement in issue response and resolution time. Oversaw critical hardware and software updates, optimizing system performance and supporting the Academy’s digital infrastructure upgrade initiatives.

2016 - 2017

Key roles and responsibilities: Leading cross-departmental collaborations that involves the design and implementation of resilient system architectures.Championing DevOps methodologies, facilitating a culture shift towards continuous integration and automated testing.Providing mentorship and technical leadership, enhancing the team’s capabilities in cloud-based solutions.Acting as a bridge between product owners and technical teams, aligning product roadmaps with technical execution, ensuring a seamless innovation pipeline.

Key roles and responsibilities: Led the successful transition to Windows 10 and Office 365 for multiple departments, ensuring zero downtime during business hours. Conducted comprehensive training sessions on new software, increasing employee adoption rates by 40%. Managed and mentored a technical support team across Spain, Belgium, and the Netherlands, enhancing team cohesion and response times by 20%.

Key roles and responsibilities: Orchestrated the integration of AWS cloud services with existing telecom infrastructures, enhancing service scalability and reliability. Crafted and executed user stories and process flows that enhanced design and development of Amazon Connect and Salesforce solutions, reducing customer issue resolution time by 25%. Facilitated collaborative workshops with hotels and partners to tailor cloud-based solutions, improving partner satisfaction scores by 10%.

Key roles and responsibilities: Played a pivotal role in the SME Voice team, driving platform optimization initiatives using Salesforce, Amazon Connect, Kinesis, DynamoDB, and Lambda. Designed and implemented performance metrics and dashboards that provided insights into customer service processes, leading to a 10% increase in service efficiency. Led training for over 5000 new hires, significantly improving the onboarding process and reducing ramp-up time by 35%.

Key roles and responsibilities: Oversaw all aspects of hardware and software support services, improving overall system reliability by 20%. Delivered targeted software training to staff and students, enhancing the utilisation of IT resources and user competence. Accurately documented all technical support and customer’s help-desk interaction.

Lead IT Technician Queen Mary University London, UK

Key roles and responsibilities: Directed a first-line technical support team, serving as an escalation point and improving first-call resolution rates by 30%.Implemented a series of continuous improvement strategies for team technical skill development, reducing breached tickets to 5% from 60%. Regularly analysed and reported on team performance against KPIs, which contributed to a 15% increase in overall IT service desk efficiency.

IT Service Desk Team Leader Mander Portman Woodward Ltd London, UK

Cultivated a reputation for exceptional communication and problem-solving acumen, significantly enhancing department productivity and complex issue resolution. Recognised for professionalism and a meticulous approach to maintaining IT systems integrity and performance.

2015 - 2016

IT Technician University of Lausanne Lausanne, Switzerland

2012 - 2013

2019 -2022

2013 - 2014

Key roles and responsibilities: Directed a first-line technical support team, serving as an escalation point and improving first-call resolution rates by 30%. Implemented a series of continuous improvement strategies for team technical skill development, reducing breached tickets to 5% from 60%. Regularly analysed and reported on team performance against KPIs, which contributed to a 15% increase in overall IT service desk efficiency.