Freelancer profile translated to English.

Description

IT Manager, IT Team Leader, Windows Administrator, Windows and Mac OS IT Support, iPhone & iPad Support, Android Support, Top IT/Computer Center (2 years), Yahoo (8 years), IBM/WPP (3 years), RATP (2 years), Home or on-site computer troubleshooting.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

Servair
Service Delivery Manager
March 2023 - May 2025 (2 years and 2 months)
Supervision of the IT proximity team and the Service Desk
- Ticket management and continuous improvement of user support
- Recruitment, onboarding, and operational management
- Writing procedures for users and technicians
- Weekly sending of communications to users
- Welcoming and training new users on internal tools and practices
- Implementation of the service catalog and monitoring of service quality
- Evolution of the ITSM tool (implementation of the CMDB in ServiceNow)
- Support for VIP users on Windows 10 and 11, Android, and iOS
ITIL
RATP
IT Coordinator
TRANSPORTATION
January 2021 - March 2023 (2 years and 2 months)
- Monitoring of IT outsourcing activity (ITIL) and ticket quality control
- Support for internal projects and process improvement via chatbot
- Management of hardware inventory and ITSM stock
- Review of pending tickets with support teams
- Support for VIP users on Windows 10
IBM
IT Team Leader MAC/PC
TECH
October 2019 - December 2020 (1 year and 3 months)
Paris, France
Mac and PC IT Support. IT team leader