About Franck
I’m an IT Support Specialist with over 4 years of experience in help desk, Active Directory, remote troubleshooting, and user training. Currently deepening my skills in cybersecurity (network security, Kali Linux, threat analysis).
I can help you with:
First-level to second-level technical support
User account management (Active Directory)
Basic security audits & password hygiene
Documentation & training for your team
Support in both French and English, 24/7 availability
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- Essilor Shared Service PhilippinesService Desk SpecialistNovember 2021 - Today (4 years and 8 months)Manila, PhilippinesManage Active Directory user accounts (creation, modification, deactivation) with strict access hygiene.Diagnose and resolve network connectivity issues (VPN, DNS, Wi-Fi) for local and remote users.Install, configure, and maintain hardware and software across Windows, macOS, and Linux environments.Develop training materials to help non-technical staff understand IT policies and basic security practices.Maintain a first-call resolution rate above 90% using internal knowledge bases and team collaboration.
- TCL.Online Services IncorporatedTechnical Support RepresentativeJanuary 2019 - November 2020 (1 year and 10 months)Manila, PhilippinesProvided multichannel support (phone, email, chat) for technical issues.Used Active Directory and Microsoft Outlook extensively for troubleshooting and password resets.Recognized as Top Performer (August, September, October 2019) for outstanding customer satisfaction and efficiency.
- Tsekenis SupermarketSales RepresentativeJanuary 2016 - January 2018 (2 years)Analyzed customer feedback to improve products and services. Answered inquiries from prospective customers regarding features of products and services offered.
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Education
- High School Diploma in Biology and chemistry2011High School Diploma in Biology and chemistry
- College Degree in Biology and chemistryDouala UniversityCollege Degree in Biology and chemistry
Certifications
- CompTIA Security+ ongoingcompTIA