About Dylan
French
Native or bilingual
English
Fluent
Spanish
Conversational
Experience
- HelplineHelpdesk TechnicianJanuary 2024 - January 2025 (1 year)Receive user requests by phone, email, or ticketing tool.Diagnose hardware and software incidents.Provide Level 1 and sometimes Level 2 technical support.Install, configure, and update computer equipment.Manage user accounts and access rights.Escalate complex incidents to the relevant teams.Write and update technical documentation.Track tickets until full resolution.Train or assist users on certain tools.
- Maison Métropolitaine de l'insertion pour l'emploiDigital Advisor France ServiceJanuary 2021 - January 2023 (2 years)Welcome and assist users in their digital tasks.Help with using computers, smartphones, or tablets.Train users on office and internet tools.Assist with online administrative procedures.Raise awareness about digital security best practices.Organize and lead group workshops.Assess the digital needs of those being assisted.Follow up on the assistance provided.Participate in the development of digital inclusion in the territory.
- Unité Opérationnelle Informatique (ENEDIS-GRDF)IT Support TechnicianJanuary 2016 - January 2018 (2 years)Receive user requests by phone, email, or ticketing tool.Diagnose hardware and software incidents.Provide Level 1 and sometimes Level 2 technical support.Install, configure, and update computer equipment.Manage user accounts and access rights.Escalate complex incidents to the relevant teams.Write and update technical documentation.Track tickets until full resolution.Train or assist users on certain tools.
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Education
- SIO SISR (Computer Systems for Organizations) TrainingCNED2019Formation SIO SISR (Systèmes Informatiques aux Organisations)
- BTS SIO SISR LevelSEPR2018Niveau BTS SIO SISR