Consultant

• Apr 2021 - Present

Senior Software Support Analyst

• Aug 2017 - Apr 2021

Software Support Analyst

• Aug 2015 - Aug 2017

IT Incident Coordinator

• Aug 2014 - Aug 2015

Responsible for the escalation of incidents to 3rd party vendors, ownership of incidents until resolution Facilitating global communication among vendors, internal support teams, business users and senior management Creating documentation for 1st line support and for internal use Creating incident reports in Remedyforce (aging tickets, resolution codes etc.) Supported systems and applications include: SAP Vendor Invoice Management (VIM), customer traffic counting in stores, bespoke retail applications Show less

IT Service Desk Analyst for Allied Worldwide

• Nov 2013 - Aug 2014

Troubleshooting Windows 7, Outlook, Excel, RSA VPN, Internet Explorer and network related incidents over the phone, email and remote support tools, in English, French and Italian Management of users in Active Directory Dealing with folder access and software requests using SCCM and Active Directory Troubleshooting Windows 7, Outlook, Excel, RSA VPN, Internet Explorer and network related incidents over the phone, email and remote support tools, in English, French and Italian Management of users in Active Directory Dealing with folder access and software requests using SCCM and Active Directory

Service Desk Agent (French and English)

• Mar 2013 - Sep 2013

Providing IT support over the phone and with remote support tools in French and English. Windows 7, Lotus Notes, Outlook, Office, iPad, iPhone, Blackberry troubleshooting. Providing IT support over the phone and with remote support tools in French and English. Windows 7, Lotus Notes, Outlook, Office, iPad, iPhone, Blackberry troubleshooting.

Freelancer in Localization

• Feb 2008 - Mar 2013

Localization of Windows 7, 8; Internet Explorer 10, iOS 5+, etc. Localization of Windows 7, 8; Internet Explorer 10, iOS 5+, etc.

Intern

• Jul 2009 - Sep 2009