Experience

• 

  Orange

  Sept 2014 - Sept 2016

  Technicien de soutien de proximité

  - Gestion des incidents de niveau 1 et 2 (ordinateurs fixes ou portables, clients légers, tablettes, commutateurs, moyens d'impression, câblages, applications, systèmes d'exploitation)- Gestion de la vie du matériel (réception, commande, désinvestissement, mise à jour de la base de données)- Projets : migration du parc en Microsoft Windows 7, déploiement de la ToIP, participation à la réalisation du "Smart Store" de Metz Serpenoise, mise en place de bornes Wi-Fi, installation de terminaux légers et déploiement de tablettes, formations aux utilisateurs...) Show less

• 

  Tech-it

  Oct 2016 - Jan 2020

  - Responsible of all escalated incidents & requests from Level 2- Manage & lead IT Support team : tickets prioritization & assignments to team members- Carry out administrative functions (team members plannings, timesheets validation, oncall shift organization...)- Manage daily operations of the IT department : morning check, monitoring, IT asset inventory, deployments...- Manage BCP/DRP service : environment configuration & tests, contacts with customers, full documentation & reporting- Perform regular on-site customers IT consulting : support, installations, moves & changes- Manage knowledge base : procedures, infrastructure information & schema, end-users procedures, system performance, bugs, debugging, and program requirements- Develop new strategies and IT procedures to increase efficiency, enhance workflow and improve customer satisfaction Show less Level 1 : - Single point of contact for customers seeking technical assistance over the phone or email- End-users support for : Microsoft Windows (Client & Server), Apple Mac OS, Linux/Unix system, iOS, Android- Support of office/productivity/banking/accounting softwares- Assist with the installation of new hardware and software and help train employees on its use- Follow maintenance protocols to ensure systems are secure and ready for usersLevel 2 :- Responsible of all escaladed tickets- Administrator/superuser for all systems - Manage infrastructure ressources & performances- Create, configure, test & deploy new customers virtualized infrastructures (servers, roles, applications)Environments : - Microsoft Windows Server & Client all versions (AD, DNS, DHCP, GPO, IIS, Exchange...)- Virtualization : VMware suite (vSphere console, View administration), Citrix Virtual Apps & Desktops- Storage : IBM Storwize, NAS Synology & QNAP- Backups systems : Veeam, Tivoli Storage Manager, Symantec Backup Exec, Windows Server Backup, Vault- Security : Sophos UTM, Check Point, Clearswift, Trendmicro DeepSecurity, ESET Console, Sophos Endpoint & Sophos Central- Monitoring : Nagios, PRTG, OP Manager- Ticketing : GLPI, OTRS, KIX, Jira, ManageEngine- Mobile Device Management : Sophos MDM- Knowledge base : Confluence, Sharepoint Show less

  • Team Leader Helpdesk

    Mar 2018 - Jan 2020

  • Helpdesk Level 1 & 2

    Oct 2016 - Mar 2018
• 

  Ctg luxembourg p.s.f.

  Jan 2020 - Dec 2024

  System engineer

  Delivery Center Infrastructure:- System/Network Administrator- IT Consultant- Support Level 3Scope:- Private Cloud (Datacenters in Luxembourg)- On-premise Client Infrastructure- Public CloudMissions:- Install new services, equipments and make modifications to clients infrastructure- Continuous improvement, automation, and keeping systems running with optimal efficiency- Manage L3 tickets queues by tracking, monitoring, resolving and documenting incidents/problemsEnvironments :- Microsoft Windows Server & Client- Microsoft 365 & Microsoft Azure- VMware ESXi, vCenter, vSphere, Horizon, vRealize Operations Manager, Cloud Usage Meter- Citrix Xenapp/Xendesktop, Netscaler, Citrix Cloud- Sophos UTM/XGS, Fortinet, Paloalto, Juniper- IBM Storwize, Flashsystem, Spectrum Scale, IBM Cloud Object Storage- Veeam Backup & Replication, Veeam Cloud Connect, Veeam Service Provider Console- Confluence/Jira/GLPI/ManageEngine SD+- Centreon, Nagios, Zabbix, PRTG Show less

• 

  Nsi luxembourg psf

  Dec 2024 - now

  System engineer

  IT ConsultantSystem AdminSupport L3