Mes compétences :
Manage Infra weekends
scheduler implementation
Troubleshooting
Process Improvement
manage communication
Hard-Working
IBM OS/2
ITIL
Microsoft Office
Microsoft Windows
Remedy
Entreprises
Louis Dreyfus Company
- Service Delivery Specialist - IT
2017 - maintenantCreate and optimize new process related to Global security patching, and monthly patching campaign follow up with External partner. Maintain antivirus protection and upgrade projects. Manage Infra weekends for high impacted
Infrastructure changes. Participate on building new operational processes on
Service Now related to scheduler implementation (Opcon).
Louis Dreyfus Company
- IT Support Analyst & Incident manager
2016 - 2017IT Support Analyst - Incident manager
Service Desk Incident manager, manage communication between support levels,
create reporting for SD day-to-day activities, follow up critical incidents. Participate to impacted SD projects. Folow up monthly KPI with contractors and propose any improvements.
Econocom
- Service Desk Analyst
Puteaux2014 - 2016Service Desk Analyst (client: Louis Dreyfus Company)
Manage Service Desk transformation to a new service center, onsite support, level
2 troubleshooting, fleet and spend management to reduce mobile phone costs.
KPI reporting, continuous ServiceDesk process improvements.
Econocom
- Helpdesk support
Puteaux2011 - 2014Helpdesk support (client: Norbert Dentressangle)
Helpdesk agent - Managing Level 1 tickets and major incidents, knowledge base manager, key customer contact for client escalations, New employee training.
SKILLS & CERTIFICATIONS
ITIL V3 Service Now System Admin
ITIL OSA (Operational Support and Analysis)
