Freelancer profile translated to English.

Description

IT and customer relations professional with several years of experience, I have held key positions in demanding environments, notably as IT Support Manager in a stock market subsidiary of a major bank. Today, I work in the networks and telecommunications sector, where I manage the deployment of fiber and Wi-Fi systems, while ensuring the operational maintenance of equipment and providing responsive and structured customer support.

📞 What I offer:

✔ Complete or partial management of your IT support or customer service

✔ Professional handling of requests, incidents, and tickets

✔ Ticket tracking, rapid resolution, and clear customer communication

✔ Implementation of efficient and smooth processing procedures

✔ Contribution to a strong reputation through professional, human, and responsive service

My goal? To ensure that every customer you have remains a satisfied customer.

📩 Let's discuss your needs and build together a customer experience worthy of your ambitions.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

HOTENET
Technical Support Team Lead
TELECOMMUNICATIONS
February 2024 - Today (2 years and 4 months)
Grasse, France
• Customer relations (phone, email, etc.)
• Preparation and configuration of network equipment (Wi-Fi access point, radio bridge, switch, OLT, Gateway monit, Gateway Wi-Fi, ...)
• Responsible for equipment logistics
• Key contact between clients, technical partners, and internal teams (sales, technical, project).
• Continuous improvement of support processes: creation of procedures, documentation, knowledge base, automation of recurring tasks.
• Monitoring and analysis of performance indicators (response time, resolution rate, customer feedback).
Logistics Management User Support Technical Support
Portzamparc Groupe BNP Paribas
IT & General Services Supervisor
BANKING AND INSURANCE
January 2022 - January 2024 (2 years)
Paris, France
• Head of the IT team in Paris
• Responsible for the IT infrastructure
• In charge of team recruitment (permanent and apprenticeship contracts)
• Point of contact between BNP Paribas and Portzamparc
• Responsible for IT projects (cybersecurity matrix, GDPR, etc.)
• Execution of Business Continuity Plans (BCP), Disaster Recovery Plans (DRP), etc.
Team Management General Services
OZITEM
IT Supervisor
DIGITAL AND IT
June 2020 - December 2021 (1 year and 6 months)
Hôtel de Ville, Paris, France
On behalf of the client Portzamparc BNP Paribas

• Management of the IT team (Tasks, planning, ...)
• IT development projects
• Management of the health crisis (Relocation, plan, ...)
• Training of new hires
• Management of the IT infrastructure
Microsoft Office Windows Microsoft Outlook Technical Support