Freelancer profile translated to English.

Description

Freelance IT consultant with 10 years of experience across various sectors: industry, banking, catering, and mutual insurance. Autonomous, rigorous, and pedagogical, my service-oriented approach and adaptability allow me to provide responsiveness and continuity of service, regardless of the context.

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Paris (up to 10km)

Mutuelle Unéo
IT Support Manager
BANKING AND INSURANCE
October 2023 - February 2026 (2 years and 4 months)
92120 Montrouge, France
Overall management of the Support activity and associated operations.
▸Management and supervision of the team of technicians: skill development and team meetings.
▸Definition, formalization, and application of work standards and procedures.
▸Guarantee of availability, quality, and performance of user equipment and tools.
▸Supervision of incident and request processing via JIRA: prioritization, monitoring, and resolution.
▸Real-time monitoring of N1/N2 ticket queues: prioritization, allocation, and resolution (categorization, comments, deadline adherence).
▸Daily run meeting: team huddles, implementation of corrective actions, and backlog management.
▸Coordination of on-site interventions: emergencies, replacements, and planned operations.
▸SLA management: commitment adherence, escalations, follow-ups, and closures.
▸Cross-functional coordination with DevOps, SecOps, Infrastructure, and Operations teams on incidents and issues reported by users.
▸Fleet management, deployment, migration, and installation of hardware (workstations, video conferencing, peripherals, screens, printers, headsets).
Atlassian JIRA System Administration
Eramet Groupe
Digital Workplace Manager
September 2021 - August 2023 (1 year and 11 months)
Paris, France
▸Management of a team of 4 local support technicians: performance monitoring and skill development.
▸Organization and supervision of daily activities: intervention planning, priority management, incident and request tracking in ServiceNow with SLA adherence.
▸VIP COMEX Referent (~40 executives): personalized, responsive, and confidential support at the highest level of the company.
▸Cross-functional coordination with internal teams (infrastructure, security, HR, purchasing) and service providers to ensure service quality and operational continuity.
▸IT asset management (workstations, peripherals, mobile phones, subscriptions): onboarding/offboarding, equipment allocation, access configuration.
▸Administration of Microsoft environments: Active Directory, Office 365, Intune, Exchange Online, SharePoint, Teams, Uniflow, Instant Booking.
▸Monitoring and validation of inter-departmental IT requests, with approval checks in compliance with security policies and internal processes.
Quick Restaurants
Retail Support Manager
RESTAURANTS AND FOOD SERVICE
July 2019 - June 2021 (1 year and 11 months)
Aubervilliers, France
▸Comprehensive management of IT support for headquarters + restaurant network: incident resolution, escalation management, and personalized user support.
▸Coordination and management of technical service providers for on-site interventions (repairs, installations, updates) in restaurants.
▸Management of the Front & Back Office redesign project: migration of ~60 restaurants to the new technology, from preparation to go-live.
▸Installation and commissioning of POS equipment at points of sale: payment terminals (PAX S300/Q25/Q92), ACRELEC order kiosks, FEC cash registers.
▸Microsoft Administration: Active Directory (accounts, groups, GPOs), Office 365, Azure AD, Exchange Online, OneDrive, Teams, SharePoint.
▸Management and security of IT assets: purchasing, imaging, deployments, migrations on Windows PCs, Mac OS, tablets, printers, and smartphones.
▸Creation and updating of system images adapted for restaurant workstations.
▸Writing and providing technical procedures and customized user guides for restaurant teams.
▸Raising user awareness on cybersecurity best practices and supporting the adoption of IT tools.