Requests
0
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Network Power<100 people
Roles
🔥50%
Startup Founder
💸50%
Marketing
✨50%
Business Owner
Geos
🇬🇧50%
United Kingdom
Work Background
S&P GlobalPrincipal Engineer
Dec. 2021Manchester Area, United Kingdom
S&P GlobalEDM Lead Product Support
Dec. 2021United Kingdom
S&P GlobalSenior Associate
Jun. 2017 - Dec. 2021United Kingdom- Supporting our financial clients on Markit Enterprise Data Management software - SQL, TSQL, SSIS, IIS, XML/XSLT, AWS EC2, ELB, RDS, TFS, Jenkins, Cisco Tidal Scheduler, Git Hub, Kibana, Elastic Search, Kafka, MSMQ, RabbitMQ, IBM WebSphere MQ
SelimaTechnical Consultant - SQL Reports developer (Contract)
Dec. 2016 - Jun. 2017United Kingdom- Developing reports on SSRS and SAP Crystal in order to help our clients understand and use their data more efficiently. Building ETL packages and controls such as Fuzzy Lookup, Email Tasks etc.
- Supporting the Selima platform which encompasses HR, Accounting and CRM.
- Configuring and deploying production packages with tasks like SSIS logging and checkpoint tasks.
AppSenseSenior Technical Support Engineer - VPC (Contract)
May. 2016 - Nov. 2016United Kingdom- Virtual Desktop Infrastructure, AppSense DesktopNow , SQL Scripts, VMware, Citrix, SQL Server, Windows Registry, Group policies.
EurostarIT Support Engineer (1st-2nd Line, Field support & Projects) for NIIT at Eurostar
Feb. 2015 - May. 2016London, United KingdomResponsible for: •Liaising with stakeholders and doing frequent travel to Paris and Brussels offices so as to ensure effective knowledge transition of the services and products outsourced, and for the internal support team to always be kept up to date with latest support procedures.
•Logging detailed tickets on RemedyForce about issues reported across the company so it can be tracked and seen through to completion or closure.
•Project managing network and WIFI deployment project for offices across Europe through access points web monitoring applications such as Clear Pass management from Aruba network and assisting in test cases before implementation on each site.
•Project building Amazon work-spaces, which is basically a desktop-as-a-service (virtual desktops) model of on premises desktops.
•Responsible for the implementation of two-factor authentication and integration of Microsoft Active Directory connectors on AWS work-spaces.
•PC reimaging using SCCM to network-manage workstations.
•Performing server backups and tapes replacement using Symantec back-up exec.
•Creating accounts, OUs, GPO in Active directory and client emails in Exchange 2010.
•Executing commands such as "Chown", "Chmod" in Linux and "Cacls", "Fixowner" in windows in order to grant, change or revoke ownership to employees shared folders.
•Applying Group policies on Wi-Fi deployed machines by forcing updates on command Line interface.
•Managing virtual client/server machines for patches deployment, memory allocation via VMware and scanning for PC vulnerabilities using McAfee & mimecast software for email security checks.
•Setting up conferences with Avaya and Cisco phones including vidyo software for mobiles. Achievements:
•Successfully implemented WIFI in the UK region whereby employees can get automatic connection after downloading MobileIron which is an email management application. The Single-sign on was then pushed by setting up Group Policies on all corporate devices
BurberryGlobal IT Service Desk Analyst for Allied at Burberry
Mar. 2014 - Feb. 2015London, United KingdomWorked as a 1st/2nd Line Global Service Desk Analyst with an outsource company called Allied Worlwide Ltd supporting EMEA, APAC and AMER cooperate/retail clients on both Hardware and application issues. Managed over 18,000 accounts including 2,000 executives in both French and English, I was part of a rota based team of 12 analysts working remotely, via emails and over the phone to troubleshoot, resolve and escalate issues reported within the Burberry Infrastructure. Being involved in a couple of projects including Office 365 deployment, I have been a key member of my team responsible for pointing out process improvements and implementation. Responsible for: •Receiving on average 55 calls and 30 emails a day ensuring that requests for assistance are responded to in a timely manner according to agreed SLA's.
•Creating, disabling SAP accounts and supporting other SAP ERP issues such as permissions or rights. •Ensuring full adherence to escalation procedures in Incident, Problem & Change Management.
•Documenting and communicating new fixes, workarounds for the team using Confluence and Jira issue tracker respectively. •Setting up new starters accounts and disabling Leavers in the Active directory.
•Mobile Device Support - Android and iOS (iPhone/iPad) email services using IAM such as Okta Identity access management.
•Supporting users on the Google apps Admin platform with features such as Calendar, Hangouts, docs, Gmail, drive for Cloud storage and Vault for archiving.
•Logging detailed tickets for asset management request and assigning to appropriate team for resolution.
•Helping retail managers troubleshoot EPOS issues remotely and onsite which could vary from network, hardware and account set up.
•Building Crystal reports and related SQL queries for data analysis goals. Achievements:
•Continually met all support SLA enabling successful milestone completion by doing frequent overtimes.
ImperatorSoftWeb support Analyst (Contract)
Nov. 2013 - Mar. 2014London, United KingdomEMEIA Online Customer Support / Technical support Agent, resolving issues encountered on the web hosting server and web domain; part of a team of 3 consisting of 2 senior engineers, working remotely to ensure the design and implementation of various projects for the business. 1st and 2nd Line Support of 50-110 external users Responsible for: • Responding to customer queries related to company services such as DNS, CGI, HTML, FTP and TCP/IP via phone, remotely or through email support.
• Authenticating and managing 30-100 network users on a WAN scale using AD management and Group policy credentials in SQL server 2008 R2 and SharePoint.
• Analyzing ticket logs in order to spot common trends and underlying problems related with web hosting, Web server such as IIS or Apache, domain and Web document management.
• Drafting, formatting, encrypting and updating self-help documents using Microsoft Office suite 2010 advanced settings to enable customers / employees to fix problems themselves.
• Black box / White box Testing and fixing of faulty software/applications using cloud based tools such as Load Zen and writing SQL scripts to retrieve logs from database. Achievements:
• Contributed in acquiring 2 years contract with big multinational companies which helped increase our credibility and professional notoriety in the global outsourced sector.
• Successfully designed and implemented all assigned projects on time avoiding the expected 2-3 weeks overrun caused by shift covers by working against very tight deadlines during weekends. Technical snapshot: Windows 7 / Windows Vista / Windows XP ,VMware Server / Workstation, Sales force, Remedy, MS SQL Server, Team viewer, Boomgar and Windows RDP, LoadZen, HttpRider and W3C Web accessibility tool, Adobe web content management.
LycatelHelpdesk Support Analyst
Jul. 2010 - Oct. 2013London, United KingdomResponsible for: •Receiving incoming calls from customers, using zendesk for logging and responding to their requests in an efficient and timely manner so as to ensure customer satisfaction.
•Responding to Service Desk requests or queries both via phone and in person, as quick as possible and escalating activities and issues to senior engineers when necessary, by raising and escalating tickets or by sending a detailed email about the issue.
•Managing accounts and enforcing group policies using Microsoft Active Directory.
•Assisting in developing long term maintenance strategies and capacity planning for meeting future desktop hardware needs. •Hardware break-fix support for all Stations, Printers, or projectors.
•Managing and maintaining product related databases in line with KPI’s and developing CRM
•Ensuring the adherence to the product scripting in all customer communication by verifying the authenticity of any input data.
•Managing faults resolution by troubleshooting systems and informing department in charge in case fault tenacity
•Documenting call behaviors and giving appropriate feedback to the customer service agents.
•Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with time lines.
•Identifying call drivers and reporting to Quality Manager.
•Providing training team with actionable data about the company’s activities for trainees and new recruits as and when required.
•Providing day to day activities feedback to call center team leaders and managers. Achievements:
•Successfully met all SLAs for technical tickets raised by effectively exceeding monthly targets.
•Promoted to a Team Leader for the French contact center due to my product experience, responsible manner and professional approach and eventually boosted ticket response time from 8 minutes to 6 minutes on average. Technical snapshot: Windows XP, 7, HP / Compaq / Dell printers and scanners, Zendesk, Sales force, ITIL processes.
CarrefourIT Support Assistant
Mar. 2009 - Mar. 2010Paris-FranceHired as an IT Support Assistant to work in a team of 8-12 where 2 supervisors and about 6 interns were maintaining over 2,000 Carrefour’s staff on a 24/7 rotation in the systems operation centre located in Paris-Nord region. Responsible for 1st line technical support; Responsible for: • Assessing the need for and implementing performance upgrades to desktop environment, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives.
• Troubleshooting, maintaining and providing support for Carrefour’s till systems, Desktop OS Windows XP, Windows 2000, Windows 7 and local IP and networks issues.
• Handling first contacts complaints by implementing key ITIL concepts.
• Repairs and upgrades of damaged IT equipment such as PCs, scanners and till machine.
• Developing and debugging web applications using Firebug or Antivirus and Antimalware software packages.
• Analysing and executing customer's requirements by querying databases.
• Logging customer’s queries and escalating to senior engineers when necessary. Achievements:
• Originally taken on as an Intern for 2 months and I was later employed on a permanent basis due to my attention to details, quick analysis ability and resilience.
• Trained various Carrefour staff and till operators using the company training and development documentation to improve their technical skills on the management of till machines and vending software Technical snapshot: Windows 2003 / 2000 / XP, NAS drive, HP / Compaq systems, McAfee Virus Scan, ITIL processes, Spice works.
Intch is a Professional Networking App for the Future of WorkSee more people like Dieudonne on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1792444 people
16
Virtual Assistant & Events Manager @ Self Employed
22
1:2:1 LSA
16
Executive Assistant
523376 people
22
1:2:1 LSA
16
Brand ambassador
15
Broker Services, Administrator, Claims, Sales Manager