Freelancer profile translated to English.

Description

Experienced support technician with over 10 years of experience in application and infrastructure environments. Specialized in N2/N3 support, rights management, complex incident management, and continuous process improvement. Recognized for my role as a technical referent and my ability to coordinate exchanges between business units and publishers.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Lyon (up to 50km)

UTi GROUP
Consultant Assistance Applications
April 2022 - April 2026 (4 years)
Lyon, France
• • Support and technical referent N1 to N3 for OMNES Education (approx. 10,000 instructors and 50,000 students)
• • Analysis, qualification, and prioritization of incidents
• • Application rights management (onboarding / offboarding)
• • Formalization and improvement of authorization processes
• • Configuration of solutions according to business needs
• • Direct interface with the publisher (bug fixes, feature requests)
• • Facilitation of a Teams community of business referents
• • Communication of major incidents and workarounds
Business Applications Reporting Ticketing Training Procedure Writing
SCHAERERMAYFIELD France
IT Technician
October 2021 - March 2022 (5 months)
69200 Vénissieux, France
• • Support for ECOSOFT software
• • Remote maintenance and on-site assistance
• • Training for sterilization technicians
• • IT installation and troubleshooting
CGI
N2 Support Technician
June 2019 - October 2021 (2 years and 4 months)
Lyon-Vaise, Lyon, France
• • Handling and resolution of application incidents for ENEDIS (national scope)
• • Monitoring of ticket portfolio and reporting
• • Coordination with technical teams
• • Improvement and capitalization of procedures
• • User satisfaction monitoring