Freelancer profile translated to English.

Description

IT Solution & Support Technician – Expert in user support and IT infrastructures

Are you looking for a reliable, responsive, and results-oriented professional for your IT support, solution deployment, or fleet management needs? Look no further!

I am an IT Solution Technician with over 5 years of experience in the field, including a stint as a technical advisor at SFR, where I honed my skills in customer relations, technical diagnostics, and remote resolution of complex incidents.

My areas of expertise:

- Technical support level 1 to 3 (Windows, Linux, networks)

- System and server administration

- Deployment of IT equipment and network configuration (VPN, router, switch, firewall)

- User assistance and training

- Participation in IT projects (agile methodology)

What sets me apart:

- Sense of service and excellent interpersonal skills

- Ability to simplify technical subjects

- Responsiveness, rigor, and autonomy in missions

- Experience in both corporate and remote maintenance environments

My goal: To help you secure, optimize, and maintain your IT environment with efficiency and professionalism.

Available for remote missions.

Contact me and let's see together how I can assist you!

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

INTELCIA
IT Solution Technician
October 2021 - April 2025 (3 years and 6 months)
Dakar, Senegal
Training end-users on new features and best practices related to Windows 11. IT responsible for the migration of 850 Windows 10 machines to Windows 11 (24/2). Training and supervision of team leaders on IT tools. Successful deployment of 30 Fortinet Wifi terminals, improving the connectivity and security of the company's network, completed in December 2024. Installation and configuration of the Orecx server with IDRAC, (site technician assigned to the project), November 2024. IT responsible for the migration of Avaya Hardphones to Softphone (Avaya virtual). Active participation in the implementation of the SD-WAN solution, enabling optimization of network performance and better management of data flows, successfully completed in July 2024. Implementation of a backup and disaster recovery plan to ensure business continuity in the event of a disaster, thereby reducing risks for the company. to the project and proxifier Implementation of IT security solutions (password policy of 12 to 16 characters). Preventive maintenance on IT and network hardware. Management of updates and patches. Network monitoring with SolarWinds. Provide technical support to end users.
INTELCIA
IT Support Technician
March 2020 - October 2021 (1 year and 7 months)
Dakar, Senegal
VPN configuration and support. Configuration and support of remote communication tools. Remote technical assistance. Ensure regular updates of software and security patches on employees' telecommuting devices. Track and document technical support requests. Provide training to telecommuting employees.
INTELCIA
Technical Advisor on SFR's ADSL and FTTB activity
September 2019 - March 2020 (6 months)
Dakar, Senegal
Management of technical support requests.
Technical assistance on SFR products and troubleshooting procedures. Collaboration with development teams to report recurring problems. Achievement of customer satisfaction and problem resolution goals within the allotted time.