Freelancer profile translated to English.
Back to original languageAbout Christina
With 20 years of experience in IT support and helpdesk team management, I help companies structure, optimize, and manage their support services.
My background at Econocom (Coordinator — 13 employees) and Lauralba Conseil (Helpdesk Assistant Manager) has allowed me to develop a rare dual expertise: technical AND managerial.
💼 What I offer:
🔍 IT Support Audit — comprehensive diagnosis of your support service (3 to 5 days)
⚙️ ITSM Process Implementation — incidents, SLAs, knowledge base (15 to 30 days)
👥 Support Team Management — operational coordination and management (3 to 6 months)
🎓 ITIL Certified — ITIL 4 update in progress
📍 Full remote — available throughout France
French
Native or bilingual
English
Basic
Can work on-site
Châteaurenard (up to 50km)
Experience
- Valor —ITSM & IT Support ConsultantDecember 2025 - Today (8 months)France▸ IT support organization and optimization consulting missions▸ Support service audits, ITSM process implementation▸ Helpdesk team management and coordination▸
- EconocomN1/N2 Support TechnicianJanuary 2023 - December 2025 (2 years and 11 months)Marseille, France▸ Ticket processing via management software, incident escalation management▸ Diagnosis and resolution of IT hardware and software failures▸ Network diagnosis, connectivity restoration▸ Preventive and upgrade maintenance of the IT infrastructure▸ Onboarding and skill transfer for new hiresTechnical environment: Windows 10/11, Office 365, Active Directory, Easy Vista
- EconocomHelpdesk & IT Support CoordinatorJanuary 2020 - January 2022 (2 years)Marseille, FranceHybrid Team of 13 employees▸ Management and leadership of the support team (13 employees)▸ Definition and optimization of assistance procedures and SLAs▸ Schedule monitoring and management, service quality analysis▸ Conducting annual performance reviews, career development management▸ Implementation and management of reporting tools and dashboards▸ Recruitment and onboarding of new employeesTechnical environment: Windows 10, Office 365, Active Directory, ITSM
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Education
- ITIL v3Foundation2011ITIL v3
- ITIL 4 update in progressMise à jour ITIL 4 en cours
Certifications
- ITIL V3 FoundationAXELOS