My CV

About Me

I found a hobby for computers a little after my 12th birthday, I had been fascinated ever since. Curious of this world of technology I had to learn a lot by myself. And finally when I was in age to choose a path for my future I naturally oriented myself into it.

I like the challenges that some troubleshooting, repairs and maintenance can bring on the table. I always had the ability to analyze and assess any situations and I’m usually able to find a solution or an alternative to everything I can come through.

I also appreciate teamwork because it allows building relationships between colleagues and the potential of learning new skills from each other.

• Skills & Competencies
• Languages
• Job Experiences

Skills & Competencies

Languages

Job ExperienceS

IT ServiceDesk Officer & System Administrator

March 2016 to June 2023

@ Allianz Technology

Since Jan. 2022 in Saint-Ouen (France)

Until Dec. 2021 in Dublin (Ireland)

Previously we, as a team, were managing and administrating local Active Directory, local desktop, user accounts, applications and services but this changed with the move to virtual environments and our daily tasks have changed.

Daily Tasks

• Incidents and requests management (assignment and dispatch)
• Troubleshooting of reported issues (software and hardware)
• User guidance and trainings
• Redaction of KBA for IT ServiceDesk and end-users

Other tasks I have been actively involved:

• Logon Script: maintenance/update and full rewrite in PowerShell.
• PaperCut MF: setup of scanning capabilities using a set of Active Directory groups and PowerShell scripts to automatically create and clean-up personal scanning directories.
• Microsoft Windows 10 custom image build and PowerShell automation script to fully prepare laptops: Group Policy, BitLocker, User accounts, Windows updates, Hostname, Citrix Workspace App configuration, BIOS password, Collecting hardware information (serial number, brand, model, MAC addresses, etc.).

Technical support analyst 1st Level

May 2013 to November 2015

@ Hewlett Packard Enterprise

Leixlip (Ireland)

In virtual environment, I was member of the French speaker 1st level support team for 2 customers. Different working shifts among the team from 6am to 11pm, covering the business hours from France and Canada.

Daily Tasks

• User authentication
• User account management
• Impact & urgency evaluation
• Incidents reporting
• End-users’ guidance and trainings
• Support of business applications (software troubleshooting)
• Hardware troubleshooting

Other tasks I have been actively involved:

• Translator (3 months): Over 2O00 Knowledge Base Articles translated from English to French, as member of a multilingual team of translators.
• Incident Coordination (4 months): managing end-users’ escalations and/or complains, providing additional supports to customers and colleagues, involving necessary teams and managers until the customer satisfaction was reached. Suggesting changes to improve quality of service offered.