• Mar 2017 - Present

Activities and Responsibilities : supervise the customers' infrastructure using monitoring tools  identify priority incidents and decide impact activities (emergency or incident) as well as solve a diverse array of network issues, virtual infrastructure and Cisco/NETAPP solutions, using multiple ticketing systems ensure stability, reliability and availability of applications and services for the business: monitors, dashboards, reviews, reports; analyze and take action as appropriate maintain and document system configuration as well as all ongoing changes within monitoring environment ensure communication with 3rd party suppliers (Netapp, Cisco, Orange, SFR, IBM) and intermediate between them, DCS engineer and customer, during the course of actions and until the incident resolution  verify back-up jobs on Netapp Console and escalate possible failures  manage users/computers accounts in Active Directory console Show less

• Dec 2015 - Mar 2017

Activities and Responsibilities : Remote connection on users’ computers in order to diagnose and fix the incidents Virtual Machines deployment and recreation, using Vsphere Client Changing computer names, deploying Windows collections and applications via SCCM tool Diagnosis and troubleshooting of thin clients issues  Deployment of network printers; troubleshooting and configuration of local and network printers within specific applications Deployment, diagnosis and troubleshooting of customer's particular applications: VLP, Teemtalk (AS400 based) Configuration of customer's specific applications within AS400 (eg: Gus and Gupt) and their related printers (using different connection types: usb /parallel /serial ports) Troubleshooting and configuration of barcode and card readers -within specific applications (Adhesion,VLP, etc.) Windows 7 and windows 8 troubleshooting: IE issues, customer's specific applications issues, local and network printers issues; Windows profile recreation Diagnosis and troubleshooting of common network issues: wifi configuration on Windows 7 and 8 Windows accounts creation within Active Directory Outlook e-mail accounts configuration; adding/recreating Outlook e-mail profiles Point of contact for the engineers on site : providing technical assistance Show less

• Aug 2011 - Dec 2015

Activities and Responsibilities : 1st point of contact for customers: raise incidents within the ticketing tool for the reported faults (both hardware and software)  monitor the mail boxes and the SCC system interface, prioritize the incidents and treat them upon the specific contract agreement follow the necessary course of actions to progress the incidents within the specific SLA as per related procedures management of major incidents: ensure their progress and treatment in order to solve them within the SLA establish the impact and if required start the intervention: establish with the engineer if parts (computer components) are needed or not for the visit on the customer's site, check for the availability of parts in the system, order the parts and organize the delivery accordingly with the eta for the engineer's visit;  manage the course of actions until the closure of the incident and intermediate between customer, 3rd party and engineer; reset passwords and unlock accounts for the Nissan users, within specific systems and applications (Active Directory, Mainframe, B2B, Arca, Winportal, Citrix, etc.) analyse incident backlogs/reports and ensure the correct mirroring of the actions taken on the incidents from both customer's ticketing system and SCC Show less