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Roukaya TouiRT

Roukaya Toui

IT TECHNICIAN

€200/day
Alfortville, FR
3-7 years
Scrum
System Administration
Project Management
Virtual Assistant
IT Support

Average response time: 1 hour

Freelancer profile translated to English.
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About Roukaya

I am an IT professional specializing in technical support and helpdesk. I am proficient in hardware and software troubleshooting, ticket management (GLPI, Jira, Freshdesk), and remote support (TeamViewer, AnyDesk). Rigorous and patient, I enjoy helping users solve their problems and optimize their IT tools.

  • French

    Native or bilingual

  • English

    Conversational

Can work on-site
Alfortville (up to 50km)

Experience

  • Orange SA - Orange Digital Ventures
    IT TECHNICIAN
    TECH
    December 2021 - Today (4 years and 6 months)
    Alfortville, France
    Tasks:
    • In-depth analysis of hardware and software incidents, with a resolution rate of over 95% in less than 2 hours.
    • Implementation of preventive solutions to minimize the recurrence of failures.
    System Administration Project Management Scrum HTML5 Software Support
  • SUMITOMO ELECTRIC WIRING SYSTEMS
    IT TECHNICIAN – INCIDENT MANAGEMENT & IT MAINTENANCE
    AUTOMOBILE
    February 2021 - June 2021 (4 months)
    Rabat, Morocco
    • Drafting incident reports and monitoring resolution KPIs.
    Collaboration with level 2 and 3 support teams for complex escalations.
    Supervision of the removal and replacement of obsolete hardware to optimize IT performance.
    Application of security procedures for the decommissioning of sensitive equipment (confidential data).
    Inventory and lifecycle tracking of equipment using ITSM tools (ServiceNow, GLPI).
    Verification and application of security standards (ISO 27001) to ensure the protection of sensitive data.
    User awareness training on IT security best practices (phishing, password management).
    Leading training sessions and mentoring new technicians, resulting in a 15% improvement in team performance.
    Creation of user and maintenance guides to improve understanding of IT tools.
    Proactive monitoring of network alarms, anomaly identification, and planning of technical interventions.
    Coordination with field teams for the follow-up of scheduled work and optimization of network performance.
    Drafting and implementation of standardized operating procedures for better responsiveness.
    Ticket management via a helpdesk system and prioritization of critical incidents.
    Training users on internal office and ERP tools.
    Participation in daily security meetings to ensure operational compliance.
    Implementation of security policies for the protection of network infrastructures.
    Execution of diagnostic tests and proactive maintenance to reduce downtime.
    Monitoring of software updates and security patches.
    Coordination with production teams to ensure the availability of IT equipment.
    Participation in the development of continuous improvement plans for IT processes.

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Education

  • CCNA IT Essentials
    CCNA IT Essentials
  • Master Information Systems Security
    Ecole Nationale Des Sciences Appliquées Kenitra.
    Master Sécurité des systèmes d'information
Check out Roukaya's education

Skill set

Windows
GLPI
ITSM
Wi-Fi Networks

Categories