Freelancer profile translated to English.

Description

For a little over 11 years, I have been responsible for detecting and resolving incidents, while ensuring user reassurance. My role is/will be to prevent any malfunctions. I would be delighted to learn and contribute what is necessary to your organization.

See you soon!

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational
Spanish
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km)

LVMH Beauty Tech
Request Manager
May 2023 - January 2025 (1 year and 8 months)
Functional administration of business applications ensuring the following services:

Management of access to business applications Management of requests Management of the relationship with publishers/suppliers

Assigned Missions

Management of requests via the ServiceNow ticketing tool Management of business escalations Follow-up of corrective & evolutive maintenance requests with the Development Department User assistance (Open Up) Ensure follow-up and coordination of stakeholders for request processing Ensure follow-up of requests with suppliers Guarantee service quality according to SLA commitments

Achievements & Projects Update of KB to help analyze requests Improvement of the request management process Definition of functional specifications for Open Up
Implementation of a Dashboard for activity monitoring
L'OREAL R&I
Incident Manager
April 2020 - April 2023 (3 years)
Functional administration of business applications ensuring the following services: Management of access and identities Management of access to laboratory resources

Assigned Missions Management of requests and incidents via the ServiceNow ticketing tool (IAM, MILOR+ and OA PASS) Management of business escalations Follow-up of corrective & evolutive maintenance requests with integrators (IAM, MILOR+ and OA PASS) User assistance (IAM, MILOR+ and OA PASS) Ensure follow-up and coordination of stakeholders for incident resolution Writing of major incident reports

Achievements & Projects Update of KB to help analyze incidents/request information in the case of requests Improvement of the incident management process Definition of functional specifications for OA PASS
VEOLIA Eau
Application Support Engineer
April 2019 - April 2020 (1 year)
Functional administration of business applications ensuring the following services: Customer relationship management

Assigned Missions Management of anomalies Follow-up of corrective & evolutive maintenance requests with integrators User assistance Facilitation of workshops Piloting service restoration and ensuring communication throughout the resolution Piloting the operational maintenance of services

Achievements & Projects Implementation of the decision tree to help Level 1 diagnose tickets
Update of KB to help analyze incidents/request information in the case of requests Improvement of the incident management process Coordination of Business Analyst and Integrator teams for evolution requests and fixes Implementation of verification instructions to secure the application park Improvements to the IRIS (Salesforce) access request processes Improvement of communication processes to users