Lead and prioritise the Application Support team’s workload• Motivate team of technical support technicians through performance coaching, career planning and setting educational objectives.• Ensure complete resolution of issue(s).• Ensure incidents and problems are up-to-date• Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reportingand employee engagement.• Facilitate customer resolution for escalated calls and… Show more Lead and prioritise the Application Support team’s workload• Motivate team of technical support technicians through performance coaching, career planning and setting educational objectives.• Ensure complete resolution of issue(s).• Ensure incidents and problems are up-to-date• Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reportingand employee engagement.• Facilitate customer resolution for escalated calls and engage the necessary support.• Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.• Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.• Work with other managers to ensure operational consistency.• Provide continuous improvement, in terms of efficiency of support processes, customer and partners satisfactionand the application of tools for monitoring, management and optimization.• Build relationship with the operational department management of key customers.• Develop a strong relationship with sales teams to increase support services agreement sales.• Deliver pre-sales technical presentations, demonstrations, POCs and consultations to ESET customers and partners • Demonstrate feasibility of ESET products solutions during the qualifying process, confirm the products meet the prospect's requirements, and assist sales in technical qualification.• Interact with 3rd line Application Support.• Takes accountability for ownership and escalation of all after-hours issues when it is required• Animation of workshops and seminars - Qualifying training and skills transfer• Review of the client architecture and suggest possible solutions that meet the IS security measures in production or projects Show less

• Audit et mise en place des solutions de sécurité ESET: antivirus, console d'administration, ESET Endpoint Encryption , Eset secure authentification, Safetica DLP, Actiphy..• Configuration et mise en place des dispositifs de sécurité pour les postes de travail/Serveurs de fichier/Serveurs de messageries.• Reproduire des bugs en montant les plateformes / environnements adéquats.• Déploiement des agents ESET à l'aide des tâches GPO et SCCM.• Conseiller et assister les… Show more • Audit et mise en place des solutions de sécurité ESET: antivirus, console d'administration, ESET Endpoint Encryption , Eset secure authentification, Safetica DLP, Actiphy..• Configuration et mise en place des dispositifs de sécurité pour les postes de travail/Serveurs de fichier/Serveurs de messageries.• Reproduire des bugs en montant les plateformes / environnements adéquats.• Déploiement des agents ESET à l'aide des tâches GPO et SCCM.• Conseiller et assister les administrateurs à mettre en place des politiques optimales de sécurité (solutions antivirales, solutions de sauvegarde, chiffrement, DLP, Optimisation des mises à jour, L'authentification à double facteurs, Protection de l’accès aux données et aux réseaux ....)• Sécuriser et administrer les flottes mobiles via MDM (Mobile Device Management).• Formation, conseil et assistance des revendeurs et clients finaux et préparation au RGPD.• Assurer les prestations de mise en place de nos produits sur site ou à distance.• Rédaction des bases de connaissances pour les administrateurs systèmes. Show less

- Installing, configuring, testing and maintaining operating systems, application software and system management tools- Liaise with vendors and other IT personnel for problem resolution or with project management teams, third-line engineers and service desk engineers on a regular basis- Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure- Participate in the design of information… Show more - Installing, configuring, testing and maintaining operating systems, application software and system management tools- Liaise with vendors and other IT personnel for problem resolution or with project management teams, third-line engineers and service desk engineers on a regular basis- Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure- Participate in the design of information and operational support systems- Managing and monitoring all installed systems and infrastructure- speaking with customers via email and phone for initial requirement capture- Provide Level-2/3 support and troubleshooting to resolve issues- Setting up of data storage, backup and recovery solutions.- Deploying of virtual environment.- OS setting up, configurations and troubleshooting.- Software and hardware monitoring, IT consulting, training and support, tele-assistance, remote maintenance, security and governance policy.Microsoft Win server 2003 / 2008 / 2008 r2 / 2012 / 2012 r2 , VMware, Kaspersky, Veeam, Backupexec, GLPI, HP, etc.AD, GPO, DNS, DHCP, VPN, POP3, IMAP, SMTP, SSL,SSH, SNMP, etc. Show less

● Managing a team of 5 IT engineers.● Installation of Farm Servers (Domain Controllers and Clusters with relatedconfigurations and Services).● Users & Computers Accounts creation and configuration and rightsmanagement on Active Directory.● DHCP Configuration.● Clusters Configuration and Services installation.● Supervising and Installation for clients ( Computers).● Systems Evaluation - Identifying measures or indicators of systemperformance and the actions… Show more ● Managing a team of 5 IT engineers.● Installation of Farm Servers (Domain Controllers and Clusters with relatedconfigurations and Services).● Users & Computers Accounts creation and configuration and rightsmanagement on Active Directory.● DHCP Configuration.● Clusters Configuration and Services installation.● Supervising and Installation for clients ( Computers).● Systems Evaluation - Identifying measures or indicators of systemperformance and the actions needed to improve or correct performance, relative to thegoals of the system.● Monitor network to ensure network availability to all system users and mayperform necessary maintenance to support network availability.● Complex Problem Solving - Identifying complex problems and reviewingrelated information to develop and evaluate options and implement solutions.● Monitoring - Monitoring/Assessing performance individuals, or organizationsto make improvements or take corrective action.● Quality Control Analysis - Conducting tests and inspections of products,services, or processes to evaluate quality or performance.•User& System support, problem resolution.• Maintenance of the park; workstations, servers, networking equipment,Handled Devices installation and configuration Update checking andinstallation, Systembackup (servers, access points, gateway, computers...), development andincidentmanagement, BlackBerry Support.• Documentation of the architecture and the existing fleet.• Build dashboards and analysis.• Control of inventory management of inventory and supplies and coordinateequipment to maintainthe report.• Computer hardware and software solutions, BlackBerry support, knowledge ofbackup and storagetechnology, Symantec Endpoint Protection, Microsoft Active Directory,DNS, DHCP, DFS, group policies and preferences, users right management, .. Show less

- Hardware & Software support- TCP/IP Administration.- VoIP (Avaya, Nortel & CISCO Call manager)- Support for Network Printer- Support for Android system ( smartphones & tablets)

 Front-End and Back-End Support, User Management, Training, Reporting Managing more than 100 physical and virtual servers Windows servers in a team of 7 people. Administering & maintaining Domain Controllers (DC). Administering AD User, Permission and policy Managing and maintaining the shared folder access permission on file servers. Creating user accounts, taking backup & restoring files from backup users had accidentally deleted or… Show more  Front-End and Back-End Support, User Management, Training, Reporting Managing more than 100 physical and virtual servers Windows servers in a team of 7 people. Administering & maintaining Domain Controllers (DC). Administering AD User, Permission and policy Managing and maintaining the shared folder access permission on file servers. Creating user accounts, taking backup & restoring files from backup users had accidentally deleted or trashed. Managing DNS and DHCP server. Management, administration and taking backup of Domain Controllers. Managing and Maintaining MacAfee Antivirus. Managing BlackBerry accounts on BES 4 and 5 Managing shares & printers permissions. Working and Monitoring on DELL servers. Managing Citrix XenApp/ XenDesktop 6 and newer Managing VPN accounts Show less

- End users support and troubleshooting for internal Staff : desktop support, software and hardware, user management, list management in Active Directory, Add / Delete / Create DL in Active Directory, Move computer objects and user accounts from different OU in Active Directory, rights management on filers, management of BlackBerry accounts on BES 4, network troubleshooting, VPN management...

End users support and troubleshooting for internal Staff:desktop support, software and hardware, user management, list management in Active Directory, Add / Delete / Create DL in Active Directory, Move computer objects and user accounts from different OU in Active Directory, rights management on filers, management of BlackBerry accounts on BES 4, network troubleshooting, VPN management, functional assistance in some module for SAP… Show more End users support and troubleshooting for internal Staff:desktop support, software and hardware, user management, list management in Active Directory, Add / Delete / Create DL in Active Directory, Move computer objects and user accounts from different OU in Active Directory, rights management on filers, management of BlackBerry accounts on BES 4, network troubleshooting, VPN management, functional assistance in some module for SAP, installation of new equipment, deployment of applications and patches, …. Show less

End users support and troubleshooting for company groupRenault-Nissan-Dacia :Maintaining computer hardware and software HP.