Jean-Baptiste Vaucourt

Experience

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  Bouygues Construction

  Jan 2010 - Jan 2012

  IT Support Technician 2nd line

  In a 5 person’s team supporting over 800 users/clients: Taking incoming calls & providing efficient customer support for all 2nd Line issues relating to Servers, Desktops, Laptops and peripherals. • Incident manager, (With BMC Remedy ITSM tools, hardware/software)• Configuration network equipment (Wifi access, router, switch, VLAN)• Asset management (BMC Asset Center)• Editing scripts (BATCH/POWERSHELL),• Server management, (Linux/WindowsServer2008, Printing role, Files role, AD, DNS, DHCP)• Users training• Migration XP to Seven (600 Clients) Pokaż mniej

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  Symantec

  Jan 2013 - Jan 2015

  Technical Support Engineer

  Provide end to end complex technical support for Symantec Backup and Recovery software.(Backup Exec, System Recovery, Desktop and laptop, Altiris SSR-MS)Troubleshooting environments: Exchange, Active directory, Hyper-V, VMWare, SMS, MS SQL, Deduplication technologies, Hardware (NAS, tape library, SAN, iSCSI Target, NDMP Devices, netapp)• Give support to IT customers over the phone and by email • Maintain quality standards regarding case support handling• Verification of customer issues by re-creation in lab environment• Training to new employees• Redaction of internal technical notes• Redaction of troubleshooting procedures• Work closely with development team on beta testing version• Redaction of Frequently Asked Questions documents for new product release Pokaż mniej

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  Ivanti

  Jan 2015 - Jan 2017

  Technical support engineer

  Working with Engineering, Account Managers and Sales teams to provide reliable and efficient support to customers using LANDESK Management Suite.• Keep customers informed of progress during issue lifecycle and make follow-up call• Reproducing customer’s issues on virtual lab in order to open and follow-up bug requests with engineering team• Leading technical interviews• Training new employees• Leading technical meetings in order to improve team’s statistics• Redaction of internal technical articles Pokaż mniej

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  Polycom

  Jan 2017 - Mar 2019

  Technical Support Engineer

  Providing tech support to Polycom EMEA customers• Network supporting Video Conferencing (TCP/IP, routing, switching, firewalls, H.323, SIP, VoIP) UC infrastructure RPCS, DMA, RPAD, RPRM GS, HDX.. • Taking ownership of customer issues reported and seeing problems through to resolution• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues• Remote consultancy and assistance for recommendations regarding software upgrade planning, technology and product migrations or assisting with multi-product solution upgrades.• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Pokaż mniej

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  Samba TV

  Mar 2019 - Jan 2022

  Manage IT Services worldwide• Supervise a team of 3 remote IT analysts and cultivate relationships with external vendors.• Engaged in production of dashboards for documentation and visualization of KPIs that track IT Services health• Work on various remediation project to improve security for ISO27001• SSO Integration with Jumpcloud• Evaluate, develop, and implement new frameworks and applications across diverse areas, including patching (Automox), phishing/spammingalert systems using Gmail, and malware and antivirus solutions with Crowdstrike.• Lead security testing for new software, reviewed software to check if it is SSO compatible, ISO27001 compliant, level of SOC/SOX• Responsible for maintaining systems documentation such as IT Procedures Manual, network documentation, and best practices.• Data analytic: merging data from various sources• Build an IT Service dashboard using different API Pokaż mniej

  • IT Manager

    Jan 2021 - Jan 2022

  • Senior IT support engineer

    Mar 2019 - Jan 2021
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  SIX

  Jan 2022 - now

  IT Application manager

  • Responsible for the administration of 8 mission-critical applications facilitating bank transfers between the Euro zone and Swiss zone.• Ensuring optimal performance, security, and availability.• Oversee SQL database administration to maintain data integrity and optimize query performance for efficient application functionality.• Lead and coordinate various projects, including system upgrades, new feature implementations, and application enhancements.• Successfully managed five projects from initiation to completion, ensuring on-time delivery and meeting stakeholder expectations.• Handle change requests, assess impacts, and implement changes to enhance application functionality.• Implement effective patch and update management strategies to ensure the applications are current with the latest security patches and features. Pokaż mniej