Freelancer profile translated to English.
Back to original languageAbout Kevin
Application consultant with over 5 years of experience in IT support and ITSM management. I assist IT and business teams in three areas:
Application Support & Troubleshooting
Handling L2/L3 incidents, analyzing malfunctions, and providing structured feedback to development teams. I reduce ticket noise by distinguishing between actual bugs, misuse, or configuration issues.
ITSM Structuring
Implementing or optimizing ticket management processes using ServiceNow or GLPI. Through categorization, prioritization, SLAs, and knowledge bases, I bring clarity to often ambiguous situations.
User Training & Skill Development
Assisting teams in optimally using business tools. Reducing recurring requests through clear documentation and targeted sessions.
I work fully remotely on short assignments (2 to 15 days) or on a temporary basis.
Available for missions across France (fully remote). Response within 24 hours.
French
Native or bilingual
English
Basic
Can work on-site
Épinay-sur-Orge (up to 30km), Paris (up to 30km)
Experience
- Sysco FranceApplication Support ConsultantAGRICULTUREMarch 2025 - Today (1 year and 4 months)Paris, FranceMission:
- Analysis and resolution of complex incidents (L2)
- Root cause analysis (RCA)
- Monitoring and prioritization of anomalies
- Collaboration with technical and business teams
- Knowledge base enrichment (Confluence)
- Ticket management (ServiceNow / GLPI)
Results:- Reduction of recurring incidents
- Improvement of application stability
- Optimization of resolution times
- ManymoreApplication Support OfficerSOFTWARE PUBLISHINGMay 2022 - December 2024 (2 years and 7 months)Puteaux, FranceMissions:
- L1/L2 incident management
- Anomaly tracking and coordination with development
- Participation in product testing phases
- Proposal of functional improvements
Results:- Improvement of product quality
- Reduction of production bugs
- Better IT/business communication
- Ministère de la JusticeIT Support TechnicianPUBLIC SAFETYFebruary 2022 - May 2022 (3 months)Savigny-sur-Orge, France
- Management of calls and incident requests. (20 calls/day)
- Management of over 60 tickets/week via GLPI
- Resolution of Level 1 to 3 incidents with a resolution rate >90%
- User account administration via Active Directory
- Reduction of average resolution time by 80%
- User support (workstations, business software)
- Escalation of unresolved incidents to the next level.
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Education
- Professional Baccalaureate in ElectrotechnicsLycée André Marie Ampère2009BAC Pro électrotechnique
- BEP in ElectrotechnicsLycée de Vilgénis2007BEP électrotechnique