Franck Jean

Responsibilities

Maintenance in Operational Condition (MCO) of the Information System, ensuring

availability, performance, and security.

Level 2/3 Incident Management: diagnosis, resolution, and tracking of complex problems impacting production.

Supplier Management and Steering Committee (COPIL) facilitation.

Writing and updating technical documentation to ensure traceability and compliance.

Execution of technical remediation plans in collaboration with SECOPS (Cybersecurity) teams.

Participation in workshops, technical validations, and strategic projects (version upgrades, configuration hardening, security).

Contribution to cybersecurity and network-focused technical projects.

On-call duty and scheduled interventions to ensure service continuity.

Technical Environment

Zscaler (ZIA, ZPA): incident management, security policy administration, user rights management, Proxy Pac management.

Fortinet Firewalls (FG500E, FG1100E, FG100E): rule creation/modification, incident management, access configuration via IPSEC tunnels and FortiClient VPN.

Palo Alto (PA-320): security rule administration and incident resolution.

F5 BIG-IP LTM: node, pool, virtual server administration, SSL certificate management.

IPAM (EfficientIP): internal DNS, DHCP, and IPAM planning management.

Nameshield: external DNS management.

Citrix Netscaler: supervision, incident management, participation in monthly steering committees, version upgrade monitoring.

PRTG: proactive network supervision.

Achievements and Responsibilities

Security – Checkpoint (Gaia R77.30, R80.40, R81.20)

Security policy administration via Check Point SmartConsole: updating, configuration, and hardening of rules on firewalls.

Audit and remediation: conducting quarterly audits of user accounts and cleaning up policies on critical systems.

Incident Management: proactive and corrective maintenance of firewalls to

guarantee availability and compliance.

DDI (DNS-DHCP-IPAM) Management – SolidServer 1100

Network administration: creation, modification, and deletion of IP addresses, DNS records, aliases, and DHCP lease management.

Version upgrades and updates: monitoring DDI component evolution and applying patches.

Support and security: user rights management and resolution of incidents related to DDI services.

WiFi Infrastructure

Deployment and configuration of Aruba access points (AP207, AP303, AP505, AP518, AP515) on various sites.

WiFi controller administration: management and maintenance of Alcatel

OAW-4750XM controllers and supervision via OmniVista 3600.

LAN Network

LAN equipment administration: Cisco, Alcatel, and HP switches and routers.

Modernization and deployment: validation of technical documentation, monitoring of commissioning.

Level 3 Support: resolution of network and security incidents.

Technical Environment

Security: Checkpoint Gaia (R77.30, R80.40, R81.20)

Network and WiFi: Cisco (2900, 6509, C9500), Alcatel (6450, 6560, 6860), Aruba (AP207,

AP303, AP505, AP518, AP515), Alcatel OAW-4750XM, OmniVista 3600

DDI: SolidServer 1100 (EfficientIP)

Achievements and Responsibilities

• Level 1 / Level 2 Technical Support: Provided first and second level support for managing network incidents affecting major Orange Business Services clients. Intervened on complex problems to ensure rapid service restoration.

• Remote Problem Resolution: Diagnosed incidents and provided remote assistance to clients, offering tailored technical support to resolve network issues.

• Telephone Support: Provided real-time assistance to clients, including personalized telephone support to address urgent and complex requests.

• Customer Relationship Management: Proactive communication with clients during incident handling to ensure optimal satisfaction and transparency throughout the resolution process.

• Proactive Network Architecture Supervision: Continuous monitoring of network architectures to identify and anticipate potential problems, enabling proactive incident management.

• Diagnosis and Service Restoration: Used diagnostic tools to identify root causes of incidents and rapidly implemented corrective solutions for effective service restoration. Technical Environment

• Technologies: Cisco, OneAccess, Juniper