• 1 St Line Support Analyst

    at Atos

    March 2015 - November 2017

    Województwo Kujawsko-Pomorskie

    Active Directory and Exchange support via ServiceNow ticketing tool Active Directory/Exchange request resolving SLA and key process according to ITIL v3 RSA token management Providing technical assistance and support related to computer systems, hardware, software or network troubleshooting. Be the first and last point of contact according with all requests, incidents and changes related with network shared folders and drives, Microsoft Office, MS Outlook, Lync/Skype for Business, Operating System, network printers. Responding to queries, runs diagnostic programs, isolates problem then find out and implement solutions. Managing high priority and critical incidents to avoid any impact on the client infrastructure, ensuring all Incidents and user service requests are solve or completed within the SLA. Follow up with customers to ensure issue has been resolved. Answering phone calls from French and English Users Logging in ticketing system both Calls and Chats


  • ITIL Foundation Management V3

    at EXin

    2016 - 2016 (1 year) Województwo Kujawsko-Pomorskie

  • Master Degree Finance

    at IHEC

    2004 - 2010 (6 years) Gouvernorat de Sousse


  • English Conversation

  • French Negotiation

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