Experience

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  Aol

  Aug 2002 - Nov 2003

  Technical support engineer

  Taking inbound technical support calls from customers with setup or connectivity issue.Aassisted customers in repairing their software

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  Dell

  Nov 2003 - Feb 2005

  Senior technical support engineer

  • Providing first-level support• Using troubleshooting techniques and tools to identify technical defects/issues• Assigning incidents in line with documented guidelines and procedures• Actively supporting the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident• Clearly and concisely logging and tracking details of solutions provided to resolve customer issue while maintaining and updating customer database

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  Orange

  Mar 2005 - Jul 2006

  Technical support expert

  Ability to analyse the customer’s request and identify proper course of action Incident ticket creation if and when required Follow-up and customer call back for closure request Monitoring of customer platforms via Orange monitoring tools Creation of proactive incident tickets when required Apply technical instructions for resolution of incidents for troubleshooting incidents Communicate with end users on incident status Performs request fulfillment processes on simple/standard change requests Escalation follow-up Initiate and follow crisis process for major incidents Production of periodic and adhoc reports for different teams Communication on Incident progress and resolutionIT Proficient: Linux, Windows Show less

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  Clarsys

  Aug 2006 - Oct 2007

  It technical support expert

  install and configure computer hardware operating systems and applicationsmonitor and maintain computer systems and networkstalk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issuestroubleshoot system and network problems, diagnosing and solving hardware or software faultsreplace parts as requiredprovide support, including procedural documentation and relevant reportsfollow diagrams and written instructions to repair a fault or set up a systemsupport the roll-out of new applicationsset up new users' accounts and profiles and deal with password issuesrespond within agreed time limits to call-outswork continuously on a task until completion (or referral to third parties, if appropriate)prioritise and manage many open cases at one timerapidly establish a good working relationship with customers and other professionals, such as software developerstest and evaluate new technologyconduct electrical safety checks on computer equipment. Show less

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  Cegedim

  Oct 2007 - Mar 2010

  It manager

  Management and Implementation of CRM (Customer Relationship Management) projects for the pharmaceutical industry (Mobile Intelligence, Teams, Trends).* End User support.* National Territory Healthcare professional Database management.- Keep the HCP database up-to-date.- Quality improvement Implementation of the Database.* Management and implementation of IT and organizational solutions with the group's strategy aggreement.- Establishment and management of the Helpdesk support with the ITIL standard best practice.- Management of workstation, networks, servers, software, Networking. Show less

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  Apple

  Mar 2010 - May 2011

  Senior technical advisor

  As an Apple, Senior Advisor at Convergys, I support many of our popular products, from iPhones, iPads and Macs to Apple TV's and their various operating systems - macOS, iOS, and tvOS. providing world class customer service, troubleshooting, and technical support. and use my technical expertise, creativity, and passion to meet their needs

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  Netapp

  Jun 2011 - Nov 2012

  Lead technical support engineer

  Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Involved in customer installation and training.Provides support to customer/users where the product is highly technical. Show less

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  Capgemini

  Dec 2012 - Mar 2022

  SUEZ R&V :In charge of the infrastructure projects portfolio and participates in the Transformation projectCarries out commercial proposals and quotesWeekly technical committees and monthly project committee with the clientWeekly reportingTeam member planningAccomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.Resource management, delivery in FranceWorkload monitoringimplementing disaster recovery and back-up procedures and information security and control structures.Maintains quality service by establishing and enforcing organization standardsTechnologies and Methodologies used: AIX; VMware; Linux; Windows server; SQL; ORACLE; MySQL; SAN IBM; Network; Backup; Datacenter, AZURE; VTOM scheduler and orchestration Show less Lead stakeholder engagement and serve as day-to-day operations lead reporting on current project status, operations metrics and risk/issue register information.Oversee the development and maintainance of a high availability AWS ans AZURE platform.Lead technical team in cloud and on-premise environments supporting operations cloud support services.Identify and deploy automation tools for key technical support areas to simplify operations and decrease recurring costs.Comply with weekly and monthly reporting requirements.Oversee the Implementation of network monitoring tools to ensure quick response to network issues such as Web, Server, Database, Virus.Manage active ticket monitoring and support.Support corporate development initiative. e.g. management frameworks implementation Show less As a Service Delivery Manager for AMCOR my responsabilities were:Maintain high performing service support functions including and IT Service Desk, DesktopSupport and VIP SupportOwner of the Incident, Request, Change and Escalation processes, ensuring high levels ofperformance in these processes, accurate reporting and establishing service improvementactivities when requiredTake ownership of major incidents to ensuring coordination of resolving parties, effective communication tostakeholders and post incident review.Monitor, control and support service delivery; ensuring systems, methodologies andprocedures are in place and followedChampion Service and Support in projects and developing a strong understanding ofprojects impacting your service area and ensuring service impact is minimised and agreedBe accountable for the quality of Service and performance; ensuring future demand fromgrowth and projects is understood and factored into capacity plans for all associatedsystemsDrive internal and third party service review meetings covering performance, serviceimprovements, quality and processes.Lead the technical support team to continually improve the desktop computingenvironmentManage the IT environment to ensure that Active Directory and messaging system are built and maintained to high standards of performance and security.Ensure that patching and anti-virus updates are carried out promptly and effectivelyWork with the Technical Design team evolve standards for hardware, software and securityin Domain. Show less Provide global support of the overall Active Directory environment for AMCOR (world wide leader in Packaging) across all business areas and to support the team in the deployment and management of the environment. Covers all core Microsoft Active Directory services (AD Directory Services, AD Lightweight Directory Services, AD Federation Services, Distributed File System, AD-DNS Namespace, DHCP)Configured Group Policy Objects to create a secure Windows Infrastructure.Provided third level help desk support for problems relating to Active Directory.Created user ID's, roles, groups OU's etc.Active Directory Services & DNS Active Directory Group Policy Object Management Active Directory Lightweight Directory Services Active Directory Federation Services – Hybrid Cloud Federated Authentication Services Microsoft Identity and entitlement management with exposure to: Microsoft Identity Manager System Center Orchestrator Active Roles and AD Delegation management Understanding of PKI and Certificate management Experience of Active Directory Recovery management Strong communication skills in English Show less

  • Information Technology Project Manager

    Aug 2019 - Mar 2022

  • Information Technology Project Manager

    Jan 2018 - Aug 2019

  • Service Delivery Manager

    Jan 2014 - Dec 2017

  • Technical Specialist Identity Management

    Dec 2012 - Dec 2013
• 

  Atos

  Dec 2021 - Jan 2024

  Project director

  As a Projects Director of Infrastructure I'm responsable of the followingsupport customers in theire digital transformation project. pilot and manage the deployment of services and solutions covering the entire value chain, from the workspace to the data center and the Cloud.Supporting clients in carrying out projectsManage customer relationshipDeployment OrganizerEstablish the workload and the provisional scheduleManage steering committeesLead the project teamManage relationship with suppliers and stakeholdersEnsure compliance with deadlines and costsTechnologies and Methodologies used: V model project management, RedHat OpenStack et Openshift; VMware NSX; MDM Workspace One; DLP Broadcom; Autosys Broadcom; Kafka ESB, Axway Gateway CFT ; Datalake Cloudera Show less

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  Confidential

  Jan 2024 - now

  Service delivery manager