Experience

Intuiface

• France
• Software Development
• 1 - 100 Employee

• Head Of Support

  • Apr 2019 - Present

• Technical Support Engineer

  • Feb 2018 - Apr 2019



HIGHTEAM

• France
• IT Services and IT Consulting
• 1 - 100 Employee

• HR / IT Support

  • Sep 2016 - Feb 2018

  Missions • Sourcing / Interviews / Candidate preparation / Client presentation • IT Support N1/N2: Windows 10, Office 365, Office 2016, Dos scripting, DNS, TCP/IP • LinkedIn Account Management / IT internal training / Office Management Missions • Sourcing / Interviews / Candidate preparation / Client presentation • IT Support N1/N2: Windows 10, Office 365, Office 2016, Dos scripting, DNS, TCP/IP • LinkedIn Account Management / IT internal training / Office Management



DUALIS Talents & co

• France
• Staffing and Recruiting
• 1 - 100 Employee

• HR / IT Support

  • Jan 2016 - Jul 2016

  Missions • Sourced IT profiles on internal databases and job boards : Network/System/Production Engineers, Infrastructure/Security Architects, BI Analyst, Big Data Expert, Java/C# .NET/PHP/C++/JavaScript Developers etc. • Scheduled appointed candidates for reception and lead individual and group interviews • Organized administrative tasks and record keeping in order to update the database • Wrote ads and deployed job offers on both external and internal back offices • Managed and integrated new internship recruits • IT Support N2: Windows 7, MS Office 2013 Show less



Metaboli SA / Gamesplanet.com

• France
• Computer Games
• 1 - 100 Employee

• Customer Support Supervisor

  • Sep 2004 - Dec 2014

  Missions • Successfully managed a team of 9 customer support representatives • Increased the customer service international activity range by recruiting new agents through the years • Covered customer’s queries in 6 languages on technical, business and IT queries • Scheduled and monitored the customer service activity: workload, on-call duty, extra hours, day-off • Served as an HR interface on regular agent queries with the payroll/HR assistant. • Created and updated FAQ / Knowledge bases and developed KPIs for quality control and to monitor the customer support productivity and key recurring issues for detection and anticipation • Activation key management: Securom, Starforce, Tages, Solidshield, Astragon • Worked with video gaming publishers : Eidos, SquareEnix, SEGA, THQ, Activision, Focus, Cyanide etc. • Online payment accounts management: PayPal US and Europe, BIBIT WorldPay, Envoy, HiPay • Fraud Risk Management: identification, assessment, documentation and determination of adequate controls (hazard mapping) • Successfully trained and managed offshore teams activities in the USA, Poland and Tunisia. • Developed and implemented policies, procedures and process initiatives to improve retention rates and increase customer satisfaction Show less



Sogeti

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Helpdesk Representative

  • Aug 2003 - Aug 2004

  Missions for Pfizer and MMA • Internal IT support and technical assistance (on site) • Level 1 and 2 incident Management by phone and proximity interventions • Resolution of incidents with remote control (PC Anywhere) • Interventions on software and business applications: office software, AS400/Mainframe and SIGMA • Diagnostics and mastering workstations via Ghost • Troubleshooting and material replacements: Microsoft Office and printer related issues Missions for Pfizer and MMA • Internal IT support and technical assistance (on site) • Level 1 and 2 incident Management by phone and proximity interventions • Resolution of incidents with remote control (PC Anywhere) • Interventions on software and business applications: office software, AS400/Mainframe and SIGMA • Diagnostics and mastering workstations via Ghost • Troubleshooting and material replacements: Microsoft Office and printer related issues



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Helpdesk Representative

  • Oct 2001 - Jan 2003

  Mission for IBM • IT support and external technical assistance for nomad VIP by email and phone • Creation of intervention tickets via DP Umbrella, e -ESM , Peregrin • Client Procedures forwarding (Pierre Fabre, Aventis, Bank WORMS, Philips, Geodis) • Intervention and replication on Lotus Notes apps, restore .dbx files on Outlook Express / Exchange Mission for IBM • IT support and external technical assistance for nomad VIP by email and phone • Creation of intervention tickets via DP Umbrella, e -ESM , Peregrin • Client Procedures forwarding (Pierre Fabre, Aventis, Bank WORMS, Philips, Geodis) • Intervention and replication on Lotus Notes apps, restore .dbx files on Outlook Express / Exchange