Freelancer profile translated to English.

Description

Since the beginning of my IT career, I have held all types of positions related to user and server management, ranging from hotline support in an ultra VIP environment to Operations Manager. I am a technical leader in large account environments with expertise in Linux/Windows environments, supervision, and major incident management.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Nantes (up to 50km)

Cimpa
Application Support Manager
AVIATION AND AEROSPACE
January 2023 - April 2025 (2 years and 3 months)
Nantes, France
Within an IT service company specializing in industrial services, I managed support teams and operational processes for the Airbus Atlantique client. I led service improvement and the implementation of new processes to enhance productivity and operational quality.

Achievements:
Management and steering of ITIL services
Supervision and management of N2/N3/N4 support teams, ensuring technician skill development.
Definition and implementation of key performance indicators (KPI, SLA, OLA) for support activities.
Management of internal projects at Cimpa, including data referencing and merging on client environments.

Optimization of incident and problem management processes
Definition of operating procedures and workflows on the ServiceNow tool.
Identification and implementation of continuous improvement areas to optimize productivity and incident resolution.
Writing and formalizing activity monitoring documentation and lessons learned (REX) for all teams.

Cross-functional coordination and client communication
Daily management of support activities, from ticket handling to service requests.
Regular coordination and communication with various ecosystem teams (Build, Infrastructure, Security).
Production of monthly activity reports for management and business teams, presenting service performance.
Agile methodology Communication Decision Making Team Management ITIL
Eurofins
Change/Incident/Problem Manager
PHARMACEUTICALS INDUSTRY
January 2021 - August 2021 (7 months)
Nantes, France
Eurofins is a world leader in analytical services and expertise for private companies and public organizations in the pharmaceutical, food, and environmental sectors. I supported the organization in improving its incident and change management processes. I was responsible for facilitating meetings, supervising major incident resolution, and implementing problem management processes.

Achievements:
Major Incident Management (MIM) steering
Implementation and facilitation of the Major Incident Management (MIM) process.
Real-time coordination of internal and external stakeholders for incident resolution in crisis management.
Post-mortem analysis and review of incidents to identify root causes and prevent recurrence.

ITIL Change Management
Creation and facilitation of the Change Advisory Board (CAB) for the approval and validation of changes to the IS.
Implementation of an ITIL change catalog to streamline requests and procedures.
Supervision and monitoring of go-lives (MEP), end-of-service (EOS), and end-of-support (EOI).

Continuous IT Service Improvement
Proposal and management of continuous service and process improvement projects, based on performance indicators.
Analysis of interactions between support levels to optimize resolutions and reduce average resolution time.
Review and writing of workflows and operational documentation to improve operational performance.
ITIL V3 Incident Management Agile methodology Change Management Decision Making
Oceanet Technology
Operations Pilot
DIGITAL AND IT
January 2020 - December 2020 (11 months)
Nantes, France
Within a web hosting company, I managed the operations of services and support teams, ensuring the proper execution of operational processes. I also managed major incidents and client deployments.

Achievements:
Supervision and management of operations teams
Facilitation of Daily Standups with L1/L2 support teams.
Monitoring of requests and incidents on Windows (MSV), Linux (LIN), and Network (RES) environments.
Arbitration of complex tickets and client escalations, ensuring smooth communication.

Management of Run and Build activities
Management of major incidents, including internal and external communication and production of REX and Post Mortems.
Supervision of operational processes, procedures, and SLAs/KPIs to ensure service quality.
Management of client deployments, ensuring adherence to schedules and stakeholder coordination.

Optimization of processes and documentation
Management of continuous improvement projects, including the redesign of support processes.
Review of processes, workflows, and technical documentation to standardize operations.
Proposal of continuous improvement areas for teams and services.
Team Management ITIL Agile methodology Decision Making Service Orientation