• Managed and updated an accurate inventory of all IT equipment, achieving 100% resource availability ;• IT Operations and Infrastructure Management: Supervised 50 servers (Windows & Linux) with 99.9% availability, reducing network incidents by 30% through monitoring systems and proactive management.• Cloud and Cybersecurity: Deployed and managed Google Cloud Platform, improving cloud infrastructure responsiveness by 20%, while implementing security policies that reduced vulnerabilities by 30%.• Team and Vendor Management: Led an IT team of 8 people and coordinated with external vendors, ensuring a 95% user satisfaction rate and 100% SLA compliance.• System Optimization: Drove adoption of Microsoft 365 tools (Teams, SharePoint), reducing support requests by 20% and improving cloud system performance by 15%.• Project Management: Coordinated multiple IT projects, consistently meeting deadlines and budgets, while improving system performance by 25%.• Led the analysis and improvement of IT infrastructure, resulting in a 20% increase in overall system performance ;• Trained over 400 end-users in Microsoft 365 tools, increasing productivity by 40% and reducing tool-related errors by 15% through comprehensive training sessions and detailed documentation ;• Developed and maintained performance reports, identifying key areas for optimization and resource allocation ;• Optimized Microsoft 365 adoption (Teams, SharePoint, OneDrive, Outlook), achieving 95% user satisfaction and reducing support tickets by 20% ;• Spearheaded hardware and software deployment projects with a 98% success rate, ensuring minimal downtime and high efficiency.

• Delivered creative and strategic IT support to on-site and remote users, achieving 95% user satisfaction ;• Ensured network and system security, reducing security incidents by 40% ;• Resolved technical issues across a range of IT equipment, decreasing downtime by 30% and improving system reliability ;• Provided personalized IT support with a 98% first-call resolution rate, streamlining issue escalation.• Implemented cybersecurity protection measures, reducing security incidents by 90%.• Provided Tier II support on critical infrastructures, achieving 95% on-time resolution rates.• Delivered advanced technical support on virtual and physical servers, resolving 90% of critical incidents within deadlines.• Developed and updated technical documentation and user guides, facilitating smooth technology adoption.• Applied best practices in IT security, reducing system vulnerabilities by 20%.• Provided Tier II technical support for workstation and network infrastructure management (WiFi, VOIP, VLAN).

• Diagnosed and corrected network failures (LAN, WAN, VLAN, DNS, DHCP) with a 98% success rate, ensuring operational continuity and reducing downtime.• Provided Tier II and III technical support, achieving 90% resolution rates within 48 hours, improving team productivity.• Developed and updated technical documentation, facilitating team skill development and reducing implementation errors by 20%.• Provided network user assistance, resolving 90% of issues on first contact.• Managed Windows/Linux servers and security devices, ensuring 98% system availability.• Granted network access and provided users with troubleshooting support, achieving a 90% first-contact resolution rate ;• Performed regular server backup and restoration, ensuring 99,9% system uptime ;• Secured the network and systems with zero security incidents reported over two years ;• Defined and implemented security policies (firewalls, VPN), ensuring robust network protection and compliance.

• Managed data backups and restorations with 99% data availability. • Configured and maintained workstations and servers, delivering bi-annual updates. • Maintained an issue and solution log, enhancing team knowledge sharing and problem-solving efficiency. • Resolved network-related issues with a 95% success rate on the first attempt.• Provided Tier I technical assistance and troubleshooting, achieving 99% system availability.

• Installed and configured hardware and software systems, including networks, printers, and scanners, achieving a 95% user satisfaction rate ;• Monitored IT equipment with a 100% traceability rate, ensuring resource availability and accurate inventory management ;• Configured office infrastructure (printers, telephones, internet), meeting 97% of user requirements ;• Responded to system and network issues promptly, achieving a 98% resolution rate within service level agreements (SLAs).• Performed hardware and software troubleshooting with a 92% success rate, improving system performance and reducing intervention times.• Supported the update and configuration of over 100 systems, increasing operational efficiency by 15%.• Configured systems and infrastructures (printers, phones, internet connections) with 97% compliance with user's needs.• Successfully installed and configured all IT equipment, achieving 95% user satisfaction.• Resolved 97% of printer and copier issues (Lexmark, Canon, etc.), reducing external maintenance costs by 15%.