Ratovohery Sitraka

• Line diagnostics to resolve critical incidents, contributing to a significant improvement in customer satisfaction.

• Planning and coordination of technical interventions, ensuring a rapid response to problems.

• Handling customer escalations with a strategic approach, strengthening customer confidence.

• Router configuration for robust network solutions, ensuring service availability.

• Active Directory Management: User and group administration: Creation, modification, and deletion of user accounts and security groups. Group Policy Management (GPO): Deployment and configuration

• Proactive equipment management through monitoring with PRTG, identifying and resolving issues before they affect users.

• Planning of technical interventions, reducing downtime.

• Optimization of network performance, achieving high service availability.

• Technical assistance: Providing first-level technical support by phone, email, and chat to resolve customer issues.

• Diagnosis and resolution: Identification and resolution of technical incidents related to software, hardware, and networks, following established procedures.

• Ticket management: Using a ticket management system to track, document, and escalate customer requests as needed.

• User training: Training customers on the use of products and services, ensuring an optimal user experience.

• Inter-team collaboration: Coordination with higher-level teams to resolve complex issues and improve support processes.

• Network supervision with monitoring tools (PRTG, INTERMAPER, CACTY).