Freelancer profile translated to English.

Description

Passionate about technical support and user satisfaction, I leverage my over 2 years of experience in IT assistance and system administration to support companies and individuals.

I offer reliable, fast, and personalized support, covering:

Windows, MacOS, iOS, Android assistance and troubleshooting

Incident and user request management via ServiceNow ITSM

Microsoft Intune and Office 365 administration and deployment

Training and support for users on office and collaborative tools

Certified in IT Help Desk, ServiceNow ITSM, and Microsoft Intune, I am recognized for my rigor, my responsiveness, and my excellent customer relations.

Available immediately, I work both remotely and on-site in the Île-de-France region.

Languages

French
Native or bilingual
English
Fluent
Arabic
Fluent

Workplace preferences

Can work on-site

Villejuif (up to 50km)

Coges
Systems Technician & Microsoft 365 Support
DEFENSE AND MILITARY
September 2025 - Today (9 months)
Paris, France
Windows 10/11 administration and support.
Microsoft 365 management (Teams, OneDrive, SharePoint).
On-site and remote assistance (TeamViewer)
Tracking and closing incident tickets in Zammad: analysis, diagnosis
Verification and update of PC compliance (Windows versions, updates)
Configuration of Palo Alto VPN
Writing and maintaining internal technical procedures
Management and updating of IT inventory
End-user assistance by answering their questions.
Software updates and system configuration
IT Support Microsoft Office IT Project Management Active Directory Windows
EXXONMOBILE
IT SUPPORT
June 2024 - April 2025 (10 months)
Incident ticket management via ServiceNow: tracking and resolution of L1 and L2 incidents by employees. Automatic ticket assignment based on predefined rules. SLA Management. Request Management. Automation of user requests (access, hardware, software). Tracking of hardware and software assets. Automatic deployment of configurations, applications, and policies via Azure Active Directory (Azure AD). Device management via Microsoft Intune. Monitoring of device compliance. Implementation of CME to allow administrators to manage external devices securely, via a cloud solution.
Windows Mac OS IT Support
Centre Hospitalier Rive de Seines
IT Technician
January 2022 - April 2024 (2 years and 3 months)
Diagnosis, Troubleshooting, and Assistance. Installation and configuration of printers. IT asset management and ticket management via GLPI. Local network configuration with VLAN segmentation (Cisco). Hardware installation for employees. Customer Relations - User Support. User training on installation. Troubleshooting network connectivity issues. Telephone support for clients. Migration from Office 2016 to Office 2021. Assembly and configuration of computers, networking.