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Wael GraidWG

Wael Graid

IT Consultant | IT Support

€400/day
Lyon, FR
8-15 years

Average response time: 1 hour

Freelancer profile translated to English.
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About Wael

IT consultant with solid experience in support, project management, and operations supervision. I am involved in both technical missions and coordination functions. Adaptability, analytical thinking, and rigor enable me to effectively meet business challenges, ensuring service quality and continuous improvement.
  • French

    Native or bilingual

  • English

    Conversational

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

Experience

  • SAUR
    IT SERVICE DELIVERY MANAGER
    ENERGY AND UTILITIES
    August 2023 - Today (2 years and 9 months)
    Lyon, France
    • Backlog management via EasyVista: ticket validation, compliance monitoring, and resolution coordination.
    • Operational supervision of the service provider responsible for IT equipment preparation, deployment, and renewal.
    • Management of the L1 support team: technical reference role, daily support, and escalation management.
    • Performance indicator tracking and strategy adjustments accordingly.
  • Elkem Silicones
    IT SUPPORT ENGINEER L2
    CHEMICAL
    March 2023 - August 2023 (5 months)
    Lyon, France
    • L2 user support for the EMEA region: ticket processing via JIRA, technical incident resolution, and personalized assistance.
    • User account administration and rights management via Active Directory.
    • IT infrastructure monitoring via Centreon, Windows server administration and maintenance.
    • Workstation deployment, configuration, and updates (users and labs) via SCCM.
    • Writing technical procedures and participating in the continuous improvement of support.
    • Occasional management of the L1/L2 support team as Backup Team Lead (intervention coordination, indicator tracking, and priority management).
  • SAUR
    IT PROJECT MANAGER
    ENERGY AND UTILITIES
    May 2022 - March 2023 (11 months)
    Leading IT projects related to the opening and relocation of sites nationwide.

    • Needs analysis, technical plan development, and coordination with internal teams and service providers.
    • Configuration, deployment, and installation of IT equipment.
    • Installation and cabling of patch panels.
    • On-site user support (assistance, troubleshooting, integration into the work environment).

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Education

  • BTS Services Informatiques aux Organisations (SIO) / IT Services for Organizations Higher National Diploma
    Ella Fitzgerald
    2017
    Option systèmes et réseaux
  • Baccalauréat professionnel Sytèmes Electroniques Numériques (SEN) / Professional Baccalaureate in Digital Electronic Systems
    Lycée Pablo Picasso
    2015
    Option télécoms et réseaux

Skill set (9)

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