Troubleshooting and remote problem solving in an Office 2010 and Windows 7 environment: remote access to user's computers, Wyses and printers, software installation / troubleshooting / updating, creation of incident tickets based on calls and emails + reassignment if necessary, use of the active directory (AD): unlock of accounts, reset of passwords, rights granted to users, computers set in the right environment, Registry modification (new profile creation, …), …. FMB installation, email authorizations, Website access authorization (MacAfee). Network drive mapping, drives / folders / documents security installation or access granting, Security badge (to open doors or use computers, Wyses and printers) configuration / troubleshooting, Intranet updating, ...
at the EUROPEAN PARLIAMENT (Luxembourg)
IT Support officer
août 2013 - septembre 2014
Troubleshooting and problem solving on site or remotely in an Office 2010 and Windows 7 environment: remote access to user's computers and printer configuration, software installation, creation of incident tickets + reassignment if necessary, use of the active directory (AD): unlock of accounts, reset of passwords. FMB installation. Network drive mapping.
IP Phones and Visio conferences troubleshooting.
IT Support officer
at the EUROPEAN COMMISSION (Brussels) -
2013 - août 2013
Troubleshooting and problem solving on site or remotely for 2.000 users in an Office 2010 and Windows 7 environment: remote access to user's computers and printers (Landesk software v9.0.3.1), printer installation + configuration, software installation, creation of incident tickets + reassignment if necessary (HP Service Manager Client Version: 7.11.228), use of the active directory (AD): unlock of accounts, reset of passwords and creation / reset of computers in a domain, lock and unlock of desktop cables, PC "Ghosts" (system backup and recovery), …
Tool used to receive calls on my IP Phone = Altitude uAgent Windows Release 7.5.A1.611.
Registry modifications, creation of PST files / backups, FMB installation. Network drive mapping.
IT Support agent
at BNP PARIBAS FORTIS (Brussels)
octobre 2011 - 2012
ATM (Automated Teller Machine, also known as cashpoint) support.
Tools used: “Herodote v. 43406” logging system used in order to check all the logs of an ATM and “HP Open View Service Center” ticketing tool. Also the “SD tools v. 1.4.8” is used to connect to an ATM remotely. Answering calls and registering incidents reported by bank agencies and onsite technicians in order to help them to remotely solve problems related to ATMs.
In between calls, monitoring of the ATMs in the “Hermes v. 06.07” tool and creation of incident tickets. Remote connexion to ATMs in order to solve incidents on Windows XP based machines. Troubleshooting regarding cash balance procedures, card readers, and ATM printer problems are also recurrently solved. Amount of tickets solved = over 35 per day.
Executive assistant
at VOLVO CE (Brussels) – Organization
août 2010 - août 2011
of meetings and seminars, travel arrangements, agenda management, preparing the Board of Directors, ordering stationery, …
Executive Assistant
at the International North department of GDF SUEZ (Brussels)
novembre 2009 - juillet 2010
- Organization of meetings, travel arrangements, agenda management, …
avril 2009 - septembre 2009
Management assistant at the « Economic Affairs » department of the CIAA (Brussels) – Organization of meetings, management of the Advisory Groups of the European Commission, agenda management, PowerPoint presentations, answering the phone, …
Management Assistant
at the EUROPEAN PAYMENTS COUNCIL
février 2009 - avril 2009
(Brussels) – Organization of meetings, travel arrangements, answering the phone, …
octobre 2006 - décembre 2008
Management assistant for ERNST & YOUNG EUROPE (Brussels) – Invoicing, organization of meetings / seminars, PowerPoint presentations, agenda management + drafting mails, ordering the stationery, travel arrangements,…
octobre 2003 - octobre 2006
Management assistant at the actuarial department of KPMG (bought by AON CONSULTING on 1st November 2003) - (Brussels) - Invoicing, organization of meetings / seminars, PowerPoint presentations, agenda management + drafting mails, fixing reports + other documents, hotel reservations + booking of flights, ordering the stationery, handling the mail, preparing the Board of Directors and General Assembly, preparing mailings, …
Strong work ethic and commitment to satisfying the customer
Flexibility for overtime, being on call and adaptability
ACTIVITIES
Enjoys sports, travelling, music, movies, …
STUDIES
Operating systems: Win XP, Win 7 & 8.
Norton Ghost 15: system backup and recovery.
CPU, DNS, DHCP, TCP/IP.
TCP protocol (DATA transfer), UDP protocol (VOIP), BIOS, http (port 80 - ie), smtp (port 25), ftp etc.
Hardware PC assembly with SATA & IDE multiple drives/partitions
OS installation – configuration with drivers installation.
Data Storage: Stripping and Mirroring: RAID0 and RAID1.
Security basics, firewalls.
Microsoft SBS server introduction.
…
2000 – 2003: Bachelor in Secretarial Studies at the Haute Ecole Francisco Ferrer (Cooremans), Brussels
Languages: French and English (BILINGUAL)
Dutch (read, written, spoken)
IT: MS Office - Word, PowerPoint, Excel, Lotus Notes, Outlook, Access, Internet
November 2011: 3 weeks full-day training at BNP Paribas Fortis - ATM IT Support.
25 October 2012: Microsoft Training "In the loop Lëtzebuerg" à l’Abbaye de Neumünster (G.-D. de Luxembourg)
- MS Windows Server 2012
- MS Windows 8
- MS Office 2013
