Freelancer profile translated to English.

Description

With over 10 years of experience in IT, I am both a System Administrator and a Project Manager.

My experience and training have allowed me to develop expertise in both technical (infrastructure management and security, Windows/Mac/Linux OS administration, process automation) and functional areas (project management, IT tool optimization, data analysis, and team training).

My goal is to support your company in the implementation, security, and evolution of your IT systems and tools, while bringing a project vision to optimize your processes and improve your user experience.

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Basic

Workplace preferences

Can work on-site

Lille (up to 50km), Dunkerque (up to 50km)

ilek
Systems Administrator and IT Operations
May 2022 - March 2026 (3 years and 10 months)
Toulouse, France
Challenges:
Structure and secure the internal IT environment, while improving tools and processes to support company growth.

Responsibilities:
- Administration and security of access (IAM, rights management, security policies)
- Management of IT assets (Mac, Linux) and their lifecycle
- IT support for employees (onboarding, assistance, training)
- Deployment, configuration, and optimization of internal tools and workflows
- Implementation of security measures (Shadow IT management, phishing awareness campaigns)
- Automation and continuous improvement of IT processes
- IT referent for internal teams

Impact:
- Contribution to the structuring and securing of the IT environment in a growth context
- Improved team efficiency through optimization of tools and processes

Technical environment:
Google Workspace, MDM (Mosyle), macOS, Linux, IAM, IT security
MDM Advance Google Workspace adoption and collaboration Identity and Access Management (IAM) macOS scripting-automation
PLANETE OUI
IT Project Manager - Customer Service Tools
November 2020 - April 2022 (1 year and 5 months)
Challenges:
Structure and optimize customer service tools to improve productivity and quality of service for a team of about 40 people.

Responsibilities:
- Administration and optimization of Zendesk (multi-channel support)
- Management and configuration of Aircall (telephony)
- Management of tool implementation projects (selection, deployment, adoption)
- Collaboration with IT teams to improve internal tools
- Contribution to decisions on the evolution of tools and customer service

Impact:
- Improved support team productivity and quality of service
- Contribution to the structuring of customer service tools and processes

Technical environment:
Zendesk, Aircall, Jira
Zendesk Support Aircall Atlassian JIRA Operational Process Optimization IT Project Management
PLANETE OUI
Technical Data Operator and L3 Support
November 2019 - October 2020 (11 months)
Challenges:
Ensure the quality and reliability of a new gas offering, while structuring support processes.

Responsibilities:
- Analysis and processing of complex complaints (Level 3)
- Implementation of support processes for the new offering
- Quality control of data and operations
- Zendesk administration for operations teams

Impact:
- Improved quality of service and reduction of anomalies on the new offering

Technical environment:
Zendesk, SQL, data analysis
Zendesk Support database-management testing-and-quality-assurance