Florian Jacquier Email & Phone Number

Geneva Area, Switzerland

Fully manage small and medium business customers of Ilem SA- Technical referent of these customer- Help Servicedesk and onsite engineer to resolve undocumented cases- Resolve issues that IT teams cannot resolve and document it- Train Servicedesk and Onsite engineer team- Delivery management and service follow-up- Manage changes and small projects- Help the sale team to make full managed services contract - Work with all operational teams to make and change procedures

Vietnam

Project and delivery manager in Bamboo Vietnam. The role consist to coordinate the requests between the commercial team in France and technical staff in Vietnam, and it consista to control the quality before delivering a project.

Geneva Area, Switzerland

Service desk (2009 – 2010) :- Log all incidents and requests received by end users in our ticketing tool- Resolve all level 1 incident by taking the control of the user’s computer: resolve Office2003/2010, Windows XP/7, printers, logging issues- Make the administrative tasks: opening VPN connections, creating users account andemail account in the AD and Exchange servers- Escalade the call to an other technical group if we cannot resolve it- Select the good priority for each calls, and check that the SLA are respected- Inform the customers by mail when a preventive maintenance will be performed- Respect our resolution target- Maintain, update and write new proceduresFront Office & Managing (2010 - 2012)- Resolve level 2 incidents raised by the Service desk: all incidents need a physicalpresence- Change users computer or re mastering computer with Norton Ghost or MicrosoftImageX- Create new image when a new model is bought by the customer- Participate in some projects to install new computers- Set computer with Virtual Image (Windows 7 installed in a VHD)- Managing backups- Managing systems : Active Directory, Exchange, NAS- Technical leader of Front Office activities for some of Ilem’s customers- Manager assistant of the Front Office team :o Manage and dispatch resourceso Manage technical and operational escalation with the customers

Troubleshoot over the phone all issue of Apple iPhone customersTroubleshoot software issue of iPhoneTroubleshoot sync issue with iTunesTroubleshoot hardware issue and send iPhone to repair if needed

Troubleshoot over the phone all software issues of Dell customersReinstall Operating System : Windows 98, ME, 2000, XP, VistaTroubleshoot Virus / Spyware issues with McAfee, Norton, Avast, Spybot, KaperskyNetwork sharing configuration (wired and wireless) : up to five computerISP router configuration and network troubleshootTroubleshoot, configure network TCP/IP, firewall and rulesTroubleshoot / Setup wireless or wired printer, scannerSell parts and the service to the customer

- Fix problems level 2 raised by the call centre (problems with a software, permissions for printing, permissions to access a folder or a file, any issue needing physical presence)- Install works stations with Windows Preinstalled Edition and Norton Ghost- Fix hardware ( hard disk, Memory)- Deploy software through network- Create session users, home folder and grant appropriate permission level with “User Manager” and “Server Manager” software- Manage backups: change the backup tape, restore files