Freelancer profile translated to English.

Description

IT support technician N1/N2 with 5+ years of experience in hardware/software troubleshooting, ticket management, and user support in a multi-site environment (APHP). Specialist in rapid fault resolution (TCP/IP networks, Windows. TeamViewer), I ensure a customer satisfaction rate of over 90%. Pedagogical and responsive, I train users and optimize IT processes. Open to new challenges in the Île-de-France region.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Gennevilliers (up to 30km), Paris (up to 30km)

Assistant Publique Hopitaux de Paris Paris
On-site support technician N2
MEDICAL
January 2023 - October 2025 (2 years and 9 months)
Paris, France
Management and resolution of level 2 incidents within the allotted time. Handling user requests and following up until resolution. Installation, configuration, and maintenance of IT equipment. Participation in system migration and upgrade projects. Training users on the use of IT tools and applications. Collaboration with the IT security team to implement enhanced protection measures, thereby reducing the risk of cyberattacks. ITSM Tools: SMAX, SM9.
Cisco Jabber Windows 11 Masterization SCCM LAPS
SCC France
On-site support technician N2
BANKING AND INSURANCE
January 2021 - December 2022 (1 year and 11 months)
Paris, France
Management of an IT park of over 500 workstations and peripherals. Collaboration with the development team for the integration of new features into park management tools. Implementation of a replacement plan for obsolete equipment to ensure park performance. Participation in the implementation of a password management policy to strengthen access security. Participation in the migration of all workstations to Windows 10, ensuring a smooth transition for users. ITSM Tools: ServiceNOW.
Windows 10 Cisco Jabber ServiceNow Azure Active Directory Microsoft Intune
TotalEnergies
On-site support technician N2
ENERGY AND UTILITIES
March 2018 - January 2020 (1 year and 10 months)
92000 Nanterre, France
Installation and configuration of workstations, peripherals, and software. Handling of level 2 incidents and support requests in compliance with SLAs. Training users on the use of tools and applications. Participation in the migration to a new Windows 10 environment. Use of SCADA industrial systems on Photovoltaic projects. Management of IT equipment inventory and stock tracking. Network port patching: VLAN control via Fluke. ITSM Tools: ServiceNOW.
ServiceNow Windows Server Patching SCADA SCCM

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