Freelancer profile translated to English.

Description

With a commercial and technical background, I have been able to leverage my skills in various areas, particularly in customer relations and technical support.

Self-employed since June 2022 in the field of IT Systems and Software Consulting, I wish to use my experience to assist you in your various IT support and services:

Level 1, 2, and 3 Support

Monitor and coordinate stakeholders in resolving incidents and requests

IT incident management and user assistance

Managed business escalations.

Assigned and coordinated different technical teams in incident resolution

Identified, recorded, documented, and classified all critical incidents encountered

Processing of authorization requests (access to applications and network resources)

Backup, Transfer, and Recovery of IT data

Monitoring and processing of requests

Management of business profiles (Modification, creation...)

Participation in the continuous improvement of the incident management process

Managed resource conflicts and priorities

Professional Title_Infrastructure Administrator (Secure) Level 6"

*Ensured configuration and support of client workstations,

*Configured and administered server systems,

*Administered and secured network services,

*Deployed and administered cross-functional services,

*Studied and designed a secure information system infrastructure,

*Planned and monitored an IT project.

To answer any further questions, please do not hesitate to contact me

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

SNCF
Incident Manager
TRANSPORTATION
June 2023 - December 2023 (7 months)
Paris, France
As part of the Rugby World Cup 2023 and the 2024 Olympic Games in France, I joined the SNCF Gares & Connexions IT department as an Incident Manager, responsible for managing major incidents for critical applications & Changes.

Incident Management:
Incident Detection and Assessment:
Receive incident alerts and notifications.
Determine the incident's severity level.

Incident Management:
Coordinate the efforts of all teams involved in incident resolution.
Implement contingency plans and workarounds.
Monitor the progress of incident resolution efforts.
Maintain communication with all stakeholders.

Incident Resolution:
Ensure the incident is resolved effectively and permanently.
Verify that all stakeholders have been informed of the incident's resolution.
Document incident details, including causes and solutions.

Knowledge Base Creation via Excel:
Manage links for new joiners.
Contact management.
Application repository.
Create incident and change tracking templates.

Creation, Monitoring & Attendance Plan:
Manage absences & leave.
Attendance status for the Rugby World Cup 2023 & the 2024 Olympic Games.

Operational Matrix:
Monitoring of CDP (Project Manager) applications
Investigation of incident & change files.
SLA Points.

Operational Management:
Monitoring the processing of critical or out-of-SLA incidents: mobilizing the right resources, adequacy of diagnostic and resolution approaches
Handling requests and reports in case of failure of Support / Steering teams (control loop) or in case of Specific Emergency (transition to crisis mode)
Representing G&C in crisis conferences
Communication and escalation to business units, management, partners.

Monitoring and Continuous Improvement:
Development and maintenance of tracking tools.
Monitoring, and potentially organizing, incident and change review meetings.
Participation in the committee meetings set up with various partners.
Participation in communication and awareness activities.

Others:
Ensure Traceability of Post-Incident or Event Actions.

Resilience and Backup Testing.

Meetings & Information Presentations.

Technical Environment: G&C's Information System (IS) and Digital.
Cloud, ServiceNow, Office 365 (SharePoint, Teams, PowerPoint, To Do, OneNote, Lists).
Change Management Incident Manager Incident Management Database Creation ITSM CMDB Documentation Escalation Management Autonomy Steering
ORANGE
Head of Office Information System (RSI)
TELECOMMUNICATIONS
January 2018 - August 2021 (3 years and 7 months)
Paris, France
Management of the Information System for the Network and Services Operations Directorate (DERS)
Processing of authorization requests (access to applications and network resources)
Monitoring and processing of employee arrivals and departures within DERS
Management of mobile fleets and accessories
Steering of meetings with Business Owners/Technical Owners on application access
Enrichment of the database (WIKI) of applications impacting the DERS scope
Management of small IT equipment (ordering, receiving, stock management, and shipping)
Directory contact for the DERS scope

Key contact for DERS managers and teams
End-to-end steering, monitoring, and management of requests
Weekly report of key events
Coordination between different types of stakeholders: DISU (IT Management and User Service Directorate), cross-functional support functions,
Management of authorizations, resources, arrivals/departures, IT equipment, telephony, Internet, ...
Management of business profiles (Modification, creation...)
Responsiveness and speed in management Priority Management Proactive Sense of Organization Sense of Responsibility Rigor Steering Incident Management Project Management Autonomy Listening Skills
SFR/ALTICE
Incident Management Coordinator _ Relocation SAV Project
TELECOMMUNICATIONS
August 2017 - December 2017 (5 months)
Paris, France
Management of a team of 5 people
Monitoring and management of incidents related to relocations
Recruitment of new employees
Monitoring and qualification of interventions performed
Communications and alerts to the Project Manager
Consolidation of technician feedback monitoring
Schedule management
Steering of the performance level defined in SLAs
Assigned and coordinated different technical teams in incident resolution
Sense of Organization Priority Management Teamwork Listening Skills

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Secure Infrastructure Administrator
Next Formation
2022
Assurer la configuration et le support des postes clients , Configurer et administrer des systèmes serveurs , Administrer et sécuriser des services réseaux , Déployer et administrer des services transverses , Étudier et concevoir une infrastructure de système d'information sécurisée , Planifier et suivre un projet informatique.

Other

Edwige Guedou

Incident Manager _ Consultant & IT Coordinator

About Edwige

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