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Akros Solutions
- ICT Consultant
Bruxelles
2012 - maintenant
•Handles emails: monitor the e-mails coming through the European ICT Service Desk Admin mailbox.
• Registers all user account changes in Service Center (registration tool) as primary and core task. This includes starters (creation), mutations (changes) and leavers (deletion).
• Provides an effective interface between ICT customers and the ICT department
• Communicates call progress and ensures all information is provided.
• Provides clear and concise information on Changes and its progress
• Follows agreed procedures and maintains documentation/knowledge base.
• Follows agreed procedures and responds to requests by providing information to
enable Users to solve their issues.
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Aubay
- ICT Consultant
Boulogne Billancourt
2011 - 2012
As helpdesk support engineer I was mainly responsible for the 1st level support of the internal infrastructure of LBi. Other tasks consisted in managing users and computers, mailboxes, share accesses and backups, collaborating with the Hosting center System Engineers helping them on support tasks as DNS records and ftp directories management for customer and internal infrastructure
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ECONOCOM PRODUCTS AND SOLUTIONS
- ICT Consultant
2011 - 2011
As helpdesk support my main tasks consisted in giving IT support to about 200 users working on site and from home (VPN), giving them first resolution by phone, email and on site; using ticket incidents software management (Peregrine) in order to register interventions and to maintain a follow-up of open incidents accordingly with Service Level Agreement; installing and/or moving user’s computer; assigning spare hardware like laptop, token, UMTS stick, docking stations; ordering spare material like toner, token, laptop; installing new software and/or hardware ; unlocking user account or creating as needed new ones through active directory
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ECONOCOM PRODUCTS AND SOLUTIONS
- ICT Consultant
2011 - 2011
As project manager I managed in collaboration with other people in Bruxelles a Windows 7 migration project planned for about 200 users. This project consisted in backing up user data and profile; restoring user data and profile; installing specific applications, certificates, printers and other hardware;
As project manager, my main tasks were: day to day follow-up and feedback; team and hardware management (4 engineers were hired to help us in this project); blocking and non-blocking issues resolutions; double-checks (one with the engineer and the other one with the user)
Key achievements
Great engineers’ team management and daily average of computers migrated and working; decreased dramatically issues post migration; increased user satisfaction
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Inforius
- ICT Consultant
2011 - 2011
Support Helpdesk first, second and third lines
I’ve started to work within Net Brussel for a 1 month mission; Net Brussel is the main client of the company I’m working for: Inforius. I was called to manage a move of user‘s computer from third to fourth floor for restructuration need. In this month I was given from time to time the opportunity to demonstrate my helpdesk supports skills and knowledge: for 6 months I’ve worked as helpdesk support within Inforius Company.
As helpdesk support my main tasks consisted giving IT support to about 200 users working on site and from home (VPN), giving them first resolution by phone, email and on site; using ticket incidents software management in order to register interventions and to maintain a follow-up of open; installing and/or moving user’s computer; installing new software and/or hardware ; unlocking user account or creating as needed new ones through active directory
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IPGLOBALNET
- Service Desk Agent
2010 - 2010
Telenet Helpdesk Support
After a two weeks training, I’ve started to work within IPGlobalnet: as helpdesk support my main tasks consisted in giving first resolution by phone, email and remote control assistance to customers using Telenet products like digital TV, analogic and digital phones and Internet connection using ticket incident software to register interventions and to maintain a follow-up of open incidents
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Target Power Group
- Service Desk Agent
2010 - 2010
Belgacom Helpdesk Support
After a one week training, I’ve started to work within Target Power: as helpdesk support my main tasks consisted in giving first resolution by phone, email and remote control assistance to customers using Belgacom products like digital TV, analogic and digital phones and Internet connection using ticket incident software to register interventions and to maintain a follow-up of open incidents
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Teleperformance
- Service Desk Agent
Asnières sur Seine
2007 - 2010
Microsoft Helpdesk Support
Since finishing my studies I have been working in an international company in Maastricht, Netherlands that offers services and business solutions like technical support or market researches to big company like Microsoft, HP, and many others.
I help customers who encounter problems with Microsoft products: by phone, email and sometimes using remote assistance.
My responsibilities also include follow-up of incident, writing reports using help desk software.
Key achievements:
Reduced back logs on the unassigned cases queue; reduced waiting time for the first contact;
increased the number of first contact resolution cases; Increased monthly customer satisfaction statistics
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Sitel
- Service Desk Agent
Paris
2007 - 2007
After a one month training, I’ve started within Sitel: as helpdesk support my main tasks consisted in giving support to Italian customers using Sony Vaio products (mainly laptops), giving them first resolution by phone and email; using ticket incidents software management in order to register interventions and to maintain a follow-up of open incidents accordingly with Service Level Agreement; ordering and replacing spare hardware like ram memories, hard disks, keyboards and managing laptops repair
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Les Cliniques de l'Ipal
- Helpdesk Support Engineer
2007 - 2007
•Installation and configuration of new hardware/software.
•Fixing problems related to system and application error messages.
•Diagnostics of malfunctions with computer hardware components.
•Fixing problems related to malfunctions of Microsoft® Windows® Operating Systems and related applications.
•Troubleshoot Local Area Networking configuration and connectivity
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Les Cliniques de l'Ipal
- Helpdesk Support Engneer
2006 - 2006
•Installation and configuration of new hardware/software.
•Fixing problems related to system and application error messages.
•Diagnostics of malfunctions with computer hardware components.
•Fixing problems related to malfunctions of Microsoft® Windows® Operating Systems and related applications.
•Troubleshoot Local Area Networking configuration and connectivity
