Information Technology Auditor

• Nov 2022 - Present

IT, Security and Event Management Service Provider

• May 2022 - Nov 2022

Multiple service delivery in IT, Telecommunications, DATA Protection & Recovery. System Setup and management, multimedia authoring, and music production. Geek Collectible management and consultancy. Multiple service delivery in IT, Telecommunications, DATA Protection & Recovery. System Setup and management, multimedia authoring, and music production. Geek Collectible management and consultancy.

Service Delivery Manager / Responsable Opérationnel de Compte (SDM/ROC)

• Sep 2020 - Apr 2022

Service Delivery & Incident Manager Tasks/Responsibilities: - Ensure services are delivered according to contracts to customers in the portfolio - Be the first point of contact for any inquiries from assigned customers - Analysis and reporting on products and services - Manage escalations during Incident management and end-to-end follow-ups until resolution - Manage WIKIs on customers for the Incident management team and documentation on SharePoint Technology / Tools / Acquired Knowledge: - Tools and environment: MS CRM, JIRA ATLASSIAN, MS Office 365, Teams, CISCO WEBEX - Technologies: NICE, VERINT, CISCO & in-house (LOGEPAL / UC CARE) NOTE: Extract / translated from the main site: Activeo, based in several countries, is a recognized leader in Customer Experience providing Expertise and Collaboration Solutions for more than 20 years. Activeo helps multinational and local organisations to improve the efficiency of their Customer Relations through its business lines: Business Consulting, Integration, and Software Development. Activeo provides Support & Managed Services 24/7 Show less

Service & Implementation Manager + Lead CSG + SME

• Mar 2016 - Sep 2020

Service & Implementation Manager (SIM - Project Manager) + Transversal: Lead CSG ("Correspondent de Sécurité Globale" - ISMS Security enforcer), Subject Matter Expert (SME - ISO & Orange Culture)Orange Mobile Enterprise / International Mobility Services (OME / IMS)Tasks/Responsibilities:SIM:- Customer onboarding and implementation based on contracts and technical feasibility- Analysis and reporting of delivered solutions- Setting up and documenting processes- Documenting and presenting (handing over) customer solutions to the RUN/Support team.Lead CSG: (Certified Lead Implementer):- Enforce compliance based on ISMS / ISO27K- Assist all departments with ISO recertification.- Assist all departments with risk management exercises- Conduct Physical and Logical security audits- Create awareness campaigns and training materials for CSGs and new-comers- Deliver training based on ISO 9K/20K/27K & GDPR to all employees- Business Continuity Management, setup, and assessment.SME:- ISO 27K - Based on Information Security Management Systems (ISMS)- Mary Gober's methodologies of optimal customer services (via Orange Culture's Orange in Touch program)Technology / Tools / Acquired Knowledge:- Machine To Machine (M2M) / Internet of Things (IoT)- iPass Open Mobile- Ericsson cloud services- Orange Business VPN & Galerie solutions- Internal Orange tools (ticketing, security incident management, training management, etc...)- Supplier portals and technologies (e.g. Ericsson onboarding and partner portals)- ISO standards, implementation, assessment, and risk management- PDCA, CIA & AAA concepts and their applicationsNOTE:Sole "Train The Trainer: for ISO 27K CSGs and lead for Orange in Touch.Jul - Sep 2020: Acting as ITIL V4 Facilitator, & IoT Consultant Show less

Project Manager; AREM/BRM

• May 2015 - Mar 2016

Access Rights Empowered Manager / Business Rights ManagerTasks/Responsibilities:End-to-end management on:- Setting up of the IAM (Identity & Access Management) principles- Tools and access rights management and deployment- Telephony services management (ACD Displays/User management & Recording)- ISO, Business Continuity, Compliance, & Performance management- Orange Internal tools and services (mailing lists and mailboxes, SharePoint, etc.) managementTechnology / Tools / Acquired Knowledge:- Nortel, Avaya, CISCO, and various telephony solutions- MS Office solutions- Performance management principles and tools- ISO 9K/20K/27K implementation techniques and auditingNOTE:Transversal role, assisting all departments to become or remain compliant & setting up new business units. Show less

Coach / Expert & ManHab

• Feb 2013 - May 2015

Transversal Technical Expertise, coaching, mentoring, and evaluation of support agentsTasks/Responsibilities:- Incident, problem, and change management- Ticket reviews- Competency Matrix management- Talent and Training managementAREM - Access Rights Empowered Manager (ManHab)- Tools Access management and employees onboarding- Mailbox and mailing list managementTechnology / Tools / Acquired Knowledge:- Various OS/Environments: Windows / MAC / LINUX / Mobile OS (IOS/ANDROID)- Advance Networking- Microsoft Online Services (MOS)- Fax in Mail (FIM)NOTE:Training management, upskilling of non-technical team members, and acting as technical lead on various Business Units Show less

Operations Manager / Team Leader

• Feb 2012 - May 2015

France Operations - Service Desk FranceTasks/Responsibilities:- Resource management- People management- Process management- Business Report and performance management- Project managementTechnology / Tools / Acquired Knowledge:Business Units:- Business Everywhere (BEW) - Secured Remote Solution via IPSEC/SSL VPN or Dial-Up Connection- Business Téléphonie Unifiée (BTeLU) / IP Fixed and mobile telephony convergence solution- Machine to Machine (M2M) - Geolocalisation and Fleet management- Orange internal tools and processesNOTE:Setting up new business units and managing the transition of several technical support teams from Egypt to Mauritius Show less

Service Desk Specialist - BEW / Move Add Change (MAC)

• Sep 2008 - Feb 2012

Move/Add/Change-B2B on VPN Solution: Business EverywhereTasks/Responsibilities:Technical support on- VPN Gateways- Orange Global Network- Customer Edge Routers- ADSL Setup, troubleshooting, and remote diagnostics.- KEDB MaintenanceTechnology / Tools / Acquired Knowledge:- CISCO / JUNIPER / OneAccess & BINTEC routers- Advance Networking- Orange IP VPN - Frame Relay - ATM - Metro Ethernet- VPN And secured connections: - IPSEC - SSL- xDSL- POST (Standard telephone line and Dial-Up connection)NOTE:Support and training to the Hotline technical team. Show less

IT Technician / Hotline Support

• 2005 - 2008

Helpdesk technical support on ADSL / E-mail & web hosting. Tasks/Responsibilities Customer support on: - Diagnostic on WIFI, ADSL, WI-MAX, PPP & POST (dial-up) Connexion - Managing E-mail accounts - Managing and troubleshooting Internet connection issues - Windows OS and Internet/e-mail-related issues, including protocols, registry, software integration, and component diagnostics. - Assistance in configuring and optimizing a wide range of consumer products, including standard routers (OnlyBOX, Linksys, D-Link, Netgear, Bewan, etc.) but not limited to. Inter-departmental support: - Training and coaching - KEDB management - Process management Technology / Tools / Acquired Knowledge: - ISP/Telecom Infrastructure and processes: Fixed Telephony, Mobile, and Broadband access. - ADSL and related setup, from local configuration environment, local network, DSLAM components, configuration, optimizations, and troubleshooting, - E-mail management on the ISP side and at the customer level. - Web server management. - Internet connection accounting, including RADIUS authentication and event management for billing and troubleshooting. - Internet services monitoring (via CACTII & NAGIOS) NOTE: Support at home user - general level for 1 year & a half & PRO / Enterprise level only for 2 years. Show less

IT Consultant

• Mar 2000 - Nov 2005

Sales/repairs & support on IT, networking & office equipment. Tasks/Responsibilities: - Computer system management. - Networking Solution provider and supplier. - Office equipment supplier, installation and support. - DATA Protection and Recovery Services. - Multimedia Authoring & Advertising Technology / Tools / Acquired Knowledge: - Windows / Unix / Linux / MAC environment - Active Directory - POS / Biometric & Security systems NOTE: Self-owned company (acting also as Director / Chairman) Show less