Freelancer profile translated to English.
Back to original languageAbout Nassim
🧑💻 IT Consultant / Trainer – Networks, Linux & ITIL
IT consultant and trainer with strong expertise innetworks (Cisco, Aruba, Ruckus, Huawei), Linux systemsand ITIL-based IT service management.
Currently N2 Technical Support Coordinator, I am involved in operations to improve the performance of support teams, reduce recurring incidents, and structure IT services in complex environments (multi-site, managed WiFi, WAN, monitoring).
🎯 What I bring
IT Process Improvement (ITIL)
Implementation of workflows, reduction of N1/N2/N3 ping-pong, structuring of escalations, and optimization of resolution cycles.
Network Expertise & Advanced Troubleshooting
Diagnosis of complex issues (WiFi, LAN, WAN, saturation, QoS), log analysis, network monitoring.
Training & Skill Development
Creation of training materials, delivery of technical (network/Linux) and methodological (ITIL, support best practices) training.
Automation & Structuring
Industrialization of tasks (templates, scripts, tools like n8n), improvement of ticket and diagnostic quality.
🛠️ Key Skills
- Networks: Cisco, Aruba, Ruckus, Huawei, Juniper
- Managed WiFi / NAC / VLAN / WAN
- Linux (administration, troubleshooting, scripting)
- ITIL v4 (certified) – Incident, Problem, Continual Improvement
- Tools: Monitoring, KPI analysis, ticketing (Salesforce type), automation (n8n)
💼 Types of missions sought:
- Network / Linux / ITIL Trainer
- IT Process Improvement Consultant (support, NOC, RUN)
- Network Infrastructure Audit & Optimization
- Implementation of ITIL Best Practices
- Structuring / Industrialization of Technical Support
French
Native or bilingual
English
Conversational
Arabic
Fluent
Can work on-site
Paris (up to 50km)
Experience
- DiginetN2 CoordinatorTELECOMMUNICATIONSJune 2024 - Today (2 years)Paris, FranceN2 Technical Support Coordinator / Operations Improvement Consultant🎯 Mission ContextEngaged with a B2B WiFi operator managing complex network infrastructures (hospitality, residences, campuses, etc.), with significant challenges in service quality, incident volume, and operational performance.🔧 Key AchievementsOptimization of N1 → N2 → N3 Processes→ Reduction of ping-pong through the implementation of qualification templates and clear escalation criteriaRoot Cause Analysis and Treatment (Problem Management)→ Identification of structural causes (WAN saturation, cabling defects, hardware obsolescence, etc.)→ Implementation of action plans with technical and business teamsNetwork Performance Improvement→ Advanced WiFi/LAN/WAN diagnostics (saturation, QoS, user density)→ Support for upgrade decisions (e.g., fiber capacity increase)Support Industrialization→ Creation of N2 diagnostic templates→ Implementation of site-specific knowledge bases (hotspots)→ Automation of tasks via tools (e.g., documentation generation, ticket structuring)Training & Support→ Writing of over 50 technical processes and procedures→ Skill development for N1/N2 teams→ Structuring of technical and ITIL best practices🛠️ Technical Environment
- Networks: Cisco, Aruba, Ruckus, Huawei, Juniper
- Managed WiFi, VLAN, WAN, NAC
- Systems: Linux
- Tools: Salesforce, network monitoring (KPIs), automation (n8n), Google Workspace
- Methodology: ITIL v4 (Incident, Problem, Continual Improvement)
📈 Results- Decrease in unnecessary escalations to N2
- Improvement in ticket quality and diagnostics
- Backlog reduction through targeted actions (Task Force)
- Better business decision-making (network sizing)
- HOPITAL EUROPEEN DE PARIS GVM CARE & RESEARCHRSSI Assistant / Network System AdministratorHEALTH AND WELLNESSOctober 2022 - January 2024 (1 year and 3 months)Bd Périphérique, Paris, FranceMissions and Achievements:- Participation in a complete on-premise infrastructure renovation project- Cloud Services Implementation (Azure)- Implementation of technical procedures- Active Directory Management (GPO, Users, etc.)- N2/N3 Support- Virtualized Infrastructure Administration (VMware, ESXi, vCenter)- Nutanix Administration- Firewall Security Tool Administration (Fortinet) / EDR- Network Administration (Cisco, Aruba)- WiFi Network Administration (Cisco, Aruba)- Knowledge of security standards and ANSSI standards.- Technological watch- Ticketing Tool Management (easyvista)- Infrastructure Monitoring (serviceNav)
- SEWAN GROUPENetwork VOIP AdministratorTELECOMMUNICATIONSSeptember 2020 - September 2022 (2 years)Montpellier, FranceDeployment and N1 Support for Network/VoIP- Monitoring and planning of interventions in the incident management tool (Tipi/Dynamics 365/Jira)- Network analysis and troubleshooting (One access/Mikrotik/Technicolor), and telephony (SIP/RTP protocol) (Wireshark)- Assistance in commissioning Trunks and hosted telephony- Provisioning of telephony equipment: Cisco/Yealink/Polycom/ Astra, Gigaset.- Excellent written and oral communication in customer relations.- Excellent command of the Sophia and Contact experience platform
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Education
- Master of Science in AdministrationIPSSI2023Master Administrateur Systèmes et Réseaux, Cloud et Sécurité
- Preparation for CCNA certificationcefiac2020Préparation à la certification CCNA
Certifications
- ITIL V4people Cert