Experience

Gate-16

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

• Change Coordinator

  • Mar 2018 - Present

  Since the 15th of March 2018, I’m working for Gate-16 as change coordinator in request fulfilment service in charge of standard requests (RFC) like new VM, modify VM, New DB, migration, refresh…. The task is to check if all information are properly provided into the RFC and to launch tickets following step by step the process to the relevant supports and to be the point of contact of the customer. In the meantime, between the 1st of April 2019 to 15th of March 2020, I worked as CMDB Quality analyst. CMDB is the inventory Database of the European Commission (containing VM, mapping, RAC, application….). Handle daily operation activities (requests, changes and incidents); - Perform incident analysis, resolution and follow-up; - Root cause analysis based on CMDB data history and research of current and historical information about configuration items outside the CMDB; - Perform large scale data corrections and completion; - Support reporting and data extraction for Business needs and Data quality monitoring based on configuration item properties; - Identify data cleaning requirements and work with other teams on process improvements; - Support Service Owners and Design in order to ensure that the data models are well applied in CMDB. - Provide administrative support for the configuration of information systems. - Provide Weekly KPI report to direct hierarchy. Show less



CTG IT Solutions - Europe

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

• Service Desk Operator

  • May 2014 - Mar 2018

  Service Desk Operator Senior at the European Parliament (Kirchberg) My main tasks were dealing with phone calls and making sure that every call and email was recorded into the ticketing system (EPSD). Also, I provided remote support (first level resolution incident) on Microsoft office guidance (mainly Outlook), password reset, GEDA user support, mobile devices server synchronisation issues, fix printers.... Provide daily training to new comers arriving in the service. In case of incapacity to resolve incidents, I assigned tickets to the technical teams and ensured the follow up until the issue was settled and the ticket closed (SPOC mission). This required being concise when recording the incident and communication’s skills. I was used to communicate with all EP users (Deputies, Accredit Assistants, officials, externals, trainees…). Show less



Adecco

• Switzerland
• Staffing and Recruiting
• 700 & Above Employee

• Administrative agent in Logistic service

  • Mar 2014 - Apr 2014

  Preparing weekly reports of the accountancy service; - Creating service requests for validation (setup of PCs, etc.); - Dispatching service requests to the relevant technician’s team; - Monitoring progress of incident resolution; - Managing the incident life cycle and weekly report to the hierarchy; - Inventory database update, monitoring stocks I/O. - Receiving and checking hardware deliveries (PCs, monitors, laptops, hard disks, keyboards, etc). Preparing weekly reports of the accountancy service; - Creating service requests for validation (setup of PCs, etc.); - Dispatching service requests to the relevant technician’s team; - Monitoring progress of incident resolution; - Managing the incident life cycle and weekly report to the hierarchy; - Inventory database update, monitoring stocks I/O. - Receiving and checking hardware deliveries (PCs, monitors, laptops, hard disks, keyboards, etc).



SERCO BELGIUM

• Belgium
• 1 - 100 Employee

• User Support Agent

  • Jan 2009 - Feb 2014

  User Support Agent in DIGIT USER ACCESS service at European Commission Tasks: - Helpdesk support to users, analysis and resolution regarding European Commission specific applications problems (RCAM, RDS....) - Management of access rights requests: Internet, Sysper, Comext, and Eurobases. - Customer support for specific EC databases related to human resources and central control. Creation of groups in our Directory to host new applications and generic use id. - Activation or removal access from sharedrive and application in Active Directory (ARME2) after security process (responsible’s approval before any action). - Management of the User Directory Database (re-initialization of access, password change daily update of new users). - User management and support of Digipass tokens for teleworkers. Show less



Mairie

• France
• Government Relations
• 700 & Above Employee

• Adjoint administratif

  • Sep 2007 - Jul 2008

  - Handle mail: typing letters, contracts, reports, notes, drafting letters.- Dispatch telephone calls and faxes.- Receiving phone calls, greeting clients, making appointments.- Accounting: invoicing, incomes…- Elections: registrations and radiations.- State-civilian (ID cards, passports, acts, marriages…).

• Adjoint administratif

  • Aug 2001 - Sep 2007

  - Handle mail: typing letters, contracts, reports, notes, drafting letters.- Dispatch telephone calls and faxes.- Receiving phone calls, greeting clients, making appointments.- Accounting: invoicing, incomes…- Elections: registrations and radiations.- State-civilian (ID cards, passports, acts, marriages…)