Kenny - Consultant technique iOS

2016/ …. EUROCONTROL
Helpdesk VIP (English/French):
• Migration Team Leader
• Incident management: understand, analyze, prioritize the problem depending on the severity and business priorities;
• Provide a solution and quality support service for all users as soon as possible;
• Creation and processing tickets;
• Organizing meetings with the support team to present problems and solutions
• Implement software
• Provide computers, software and telephony applications training to the users;
• Provide business applications support;
• Provide assistance for iPhone and iPad setup and configuration (AIRWATCH);
• Support Microsoft exchange and mail synchronization related problems;
• Management of hardware related problems;

Operation:
• Removing the names of workstations in AD;
• Adding new names workstations in AD;
• Mastering workstations (desktop and mobile);
• Deployments of business applications via SCCM;

Proximity Service:
• Laptops and PC hardware configuration;
• Replacement of hardware components: motherboards, LCD screens, hard drives;
• Installing Applications
• On-site Assistance

Support Technician:
• Deployment and administration of mobile, PC and Mac;
• Migrating XP desktops to Windows 7;
• Assist users in Windows 7

Support Technician (Call Center and Proximity)
Call Center (Level 1):
• User support, management of tickets and requests;
• Management of telephone calls;
• Manage trouble tickets and requests;
• Installing applications;
• Troubleshooting;

Proximity Service (Level 2):
• Replacement of computer equipment, motherboards, LCD screens, hard drives and other parts of the computer equipment;
• Field support to users for troubleshooting incident
• Preparation of workstations;
• Deploying apps SCCM;
• Documents technical support requests (WIKI)
• Creating and updating tickets
• Resolution of issues through the internal ticketing system

Intervention VIP:
• Provide assistance in the setup and configuration iPhones and Samsung;
• Provide support Outlook issues and mail synchronization problems;
• Management hardware problems;
• Provide business applications support;
• Provide computers, software, telephony and applications assistance;
• On-site Assistance to the DG, DG secretary, Director's board
• Installs and troubleshoots hardware such as desktops, laptops, scanners, projectors, printers, video conference equipment
• On-site Assistance to meetings

Usage:
• Removing and editing user accounts in AD;
• Deletion and addition of user rights in AD;
• Deleting and adding working groups on user accounts in AD;
• Deleting and adding names of workstations in AD;
• Mastering workstations (desktop and laptop) via network;
• Deployments of business applications via SCCM;
• Using MDT (Microsoft Deployment Tools)
• Installation of user’s workstations.
• Token Management

Projects:
• Leasing Project
• Printer Ricoh MFP deployment and assistance
• Printer HP MFP and office printer deployment and assistance
• Renew the IT devices
• Migration Windows 10

2014 / 2015 OSIATIS ECONOCOM (GDF SUEZ)
Helpdesk VIP (English/French):

• Incident management: understand, analyze, prioritize the problem depending on the severity and business priorities;
• Provide a solution and quality support service for all users as soon as possible;
• Creation and processing tickets;
• Organizing meetings with the support team to present problems and solutions
• Implement software
• Provide computers, software and telephony applications training to the users;
• Provide business applications support;
• Documents technical support requests (WIKI)
• Provide assistance for iPhone and iPad setup and configuration (AIRWATCH);
• Support Microsoft exchange and mail synchronization related problems;
• Management of hardware related problems;

Operation:
• Removing the names of workstations in AD;
• Adding new names workstations in AD;
• Mastering workstations (desktop and mobile);
• Deployments of business applications via SCCM;

2011-2015 LONDON

2008-2010 Provide services for ANTARES GROUP’s clients
AXA - MALAKOFF MEDERIC - DASSAULT SYSTEMES - SOCIETE GENERALE - THOMSON

Proximity Service:
• Laptops and PC hardware configuration;
• Replacement of hardware components: motherboards, LCD screens, hard drives;
• On-site Assistance
• Installing Applications

Support Technician:
• Deployment and administration of mobile, PC and Mac;
• Migrating XP desktops to Windows 7;
• Training users in Windows 7

Support Technician (Call Center and Proximity)
Call Center (Level 1):
• User support, management of tickets and requests;
• Management of telephone calls;
• Manage trouble tickets and requests;
• Installing applications;
• Troubleshooting;

Proximity Service (Level 2):
• Replacement of computer equipment, motherboards, LCD screens, hard drives and other parts of the computer equipment;
• Field support to users for troubleshooting incident
• Preparation of workstations;
• Deploying apps for SCCM;
• Preparation of Blackberry and iPhone

Intervention VIP:
• Provide assistance in the setup and configuration iPhones and Samsung;
• Provide support for Outlook and mail synchronization problems;
• Management hardware problems;
• Provide business applications support;
• Provide computers, software and telephony applications training;

Usage:
• Removing and editing user accounts in AD;
• Deletion and addition of user rights in AD;
• Deleting and adding working groups on user accounts in AD;
• Deleting and adding names of workstations in AD;
• Mastering workstations (desktop and laptop) via network;
• Deployments of business applications via SCCM;
• Using MDT (Microsoft Deployment Tools)
• Installation of user’s workstations.