Freelancer profile translated to English.

Description

Currently, IT Team Leader of a local support team with over 6 years of experience in a corporate environment, I assist organizations in the operational management of their remote IT support. Accustomed to multi-site environments and distributed teams, I work autonomously, in a structured and results-oriented manner.

I ensure the resolution of complex incidents, the administration of Microsoft environments, and access management with a high level of demand for security and user satisfaction.

- N2 / N3 IT Support 100% remote

- Active Directory Administration (accounts, GPO, rights management)

- Microsoft 365

- Identity & Access Management

- User & VIP Support

- Incident Management via ITSM tools

- Employee Onboarding / Offboarding

- Documentation & Optimization of IT procedures

Accustomed to managing and prioritizing a large volume of tickets, I contribute to improving processes, reducing resolution times, and strengthening the stability of IT environments.

Autonomous, reliable, and solution-oriented, I can be involved for:

- Strengthening your remote support team

- Absorbing a significant backlog

- Structuring or improving your remote IT support

- Ensuring service continuity

Available for full remote missions in a French-speaking or international environment.

Languages

French
Native or bilingual
English
Fluent
German
Basic

Workplace preferences

Remote only

Primarily works remotely

D-ploy
Deskside Technician II
DIGITAL AND IT
December 2022 - September 2024 (1 year and 9 months)
Lausanne, Switzerland
Primary point of contact for user technical requests and operational incident management.
- Management of a fleet of +500 users
- Management of hardware renewal projects
- Coordination with international teams
- Active Directory & Microsoft 365 Administration
- Employee onboarding / offboarding management
- VIP support & management
- Support process optimization
IT Support Remote Support Windows 10 Access Management Troubleshooting
Isobar
IT support engineer
November 2018 - December 2022 (4 years and 1 month)
Neuchâtel, Switzerland
Level 2 IT support in an international environment, managing incidents and requests remotely and on-site.

- Resolution of complex incidents (hardware, software, network, access)
- Installation and configuration of Windows workstations
- Microsoft 365 Support (Outlook, Teams, SharePoint)
- Active Directory Administration (account creation, rights management)
- Support for smartphones, printers, and peripherals
- Management of tickets via ITSM tool with SLA compliance
- Multi-site user support
Active Directory Microsoft Office ITIL V3 ServiceNow Microsoft Azure