Freelancer profile translated to English.
Back to original languageAbout 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
- SAURIT SERVICE DELIVERY MANAGERENERGY AND UTILITIESAugust 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 SiliconesIT SUPPORT ENGINEER L2CHEMICALMarch 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).
- SAURIT PROJECT MANAGERENERGY AND UTILITIESMay 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 DiplomaElla Fitzgerald2017Option systèmes et réseaux
- Baccalauréat professionnel Sytèmes Electroniques Numériques (SEN) / Professional Baccalaureate in Digital Electronic SystemsLycée Pablo Picasso2015Option télécoms et réseaux