Full-time job in IT environment that offers the opportunity to develop and improve the knowledge

while contributing to the development of the company, to lead a project end-to-end involving

technical knowledge and process management.

• Incident management : Troubleshoot tickets escalated by Level 1 and resolve them within SLA.
• Problem management: Match similar incidents and recognise them as general problems to be resolved by the Development team or the Engineering department.
• Ensure that the Incident record is fully updated prior to Problem Management handover
• Maintaining and improving L evel 1 troubleshooting procedures.
• Ensure the identification, the record and the classification according to the defined Incident Management process (based on ITIL process).
• Analyze incidents, problems and requests for change, proposes solutions and assist s in implementing these solutions.
• Analyse user needs, evaluate, choose, acquire, install and implement solutions whether they are hard- or software based.
• Tracks open incidents and problems
•  Create and maintain documentation on all activities respecting the European Parliament's methodology.
• iPhone Documentation and process.
• iPhone Delivery Coaching and training.
• Troubleshooting (HW and SW: mainly PCs and related equipment).
• Second Line application support on OEIL and ATELIER (Application of the European Parliament)
• Provide support to end-users and LSA (Local System Administrators).
• Assistance to end users on their premises or through remote control software.
• Teaching clients with varying levels of experience and from multiple cultural and linguistic backgrounds, either in individual sessions for a particular need or in workshops for up to ten users in questions and answer sessions, if needed. (iPhone)

Take-over project

• Facilitate the transition of a support service contract for VIP users of IT. The project had duration of 6 months: 2 months to prepare the takeover, 4 months to help the organization and the structuring of activities.

1s t level support in MS Windows 2000, XP, Vista environments:

•  Single point of contact for VIP and Local staff at the Brussels Head Quarter.
• Support the local end users on different sites.
• Install and configure pc hardware and software, as well as peripherals and network equipment to support the end users with the necessary equipment to perform their tasks.
• Control network login accounts and file security settings.
•  Responsible of the computer Room / Patch Panel
• PDA (MS Windows Mobile) configuration, synchronisation, troubleshooting.
• Blackberry configuration, reconciliation.
• Responsible of the System backup.
• Lotus Notes Client installation, configuration and troubleshooting.
•  Basic Networking Troubleshooting (TCP/IP, DNS, DHCP).

2nd level support in MS Windows 2000, XP, Vista environments:

• Ticketing system and Asset management trough Altiris
• Analyze and resolve problems associated with servers, desktop, notebooks hardware.
• Technical documentation and reporting
• Maintenance of the Servers.
• Support to local helpdesk operators on the different sites.
• Testing and standard configuration of new software products before their implementation.
• Technical documentation and reporting.
• Installation configuration of the Citrix Farm
• Installation configuration and maintenance of the Servers Ms Windows 2003 (Vmware)
• EMEA level 2 support for AV/Spyware TrendMicro.

Propose budget requests for PC equipment and -peripherals purchase, negotiate with suppliers, ensure

proper delivery follow-up, control invoices and maintain an asset register of all IT equipment.

• Creation/development of technical contents for the various support website of Sony:
• Test new products in order to create Faq’s that will help the customer using his product.
• Test and post on the website the new firmware updates available for the different Sony products.
• Create and post a step by step firmware installation procedure.
•  Kana IQ expert: Management and development of the www.vaio-link.com Knowledge Base.
• Establish a top 10 of the most viewed solutions
• Create troubleshooting tree that will help the customers to define the nature of the problem (software hardware)
• Languages used: XML, ASP, JAVA...

• Technical support for in-coming calls and e-support cases for Sony Vaio PC
•  Provide technical support , track, escalate and resolve queries.
•  Provide feedback on problem status to customers.
• Develop technical knowledge of products in order to increase resolution.
• Display a positive company image.
• Supporting customers troubleshoot problems such as add/remove hardware & software.
• Troubleshoot modem, Internet connection and support for all PC related issues.
• Aid technicians with product specific questions and assisted product specialist with their duties.
• Technical support for Sony Client (PDA), inbound calls.
• Provided technical support for Palm OS software and hardware related issues.
• Troubleshoot connectivity between Client and PC.
• Problem resolution in backing up and retrieving data.
• Troubleshoot wireless LAN card issues with Client and PC.
• Provide support for transferring data between Client and PC using software provided by Sony.
• Solve technical problems by researching internal database for solutions.
• Assist customers by sending parcels for units that need repair.
• Troubleshoot connections between different devices.
• Help end users connect home entertainment equipment.
• OS: All versions of Microsoft Windows, DOS, Palm OS.
• Network: LAN, WAN, wireless and Bluetooth
• Software Application: Sony Vaio Specific Software, Ms Office, Hotsync, Clarify.

Certified

Cisco Certified Network Associate (CCNA®) validates the ability to install, configure, operate, and troubleshoot medium-size route and switched networks, including implementation and verification of connections to remote sites in a WAN. CCNA curriculum includes basic mitigation of security threats, introduction to wireless networking concepts and terminology, and performance-based skills. This new curriculum also includes (but is not limited to) the use of these protocols: IP, Enhanced Interior Gateway Routing Protocol (EIGRP), Serial Line Interface Protocol Frame Relay, Routing Information Protocol Version 2 (RIPv2),VLANs, Ethernet, access control lists (ACLs).

o Web pages creation
o Network technology
o Flash
o Photoshop 6.0

At the end of 2001 stopping these studies in 2nd year

Certificate of language and Spanish Culture

 Latin – Mathematics

TCP/IP, Ethernet, Wireless network, LAN, WAN, Routing

XML, XSLT, ASP, HTML

• ITIL V3 Foundation Certified.
• ITIL Practitioner Support & Restore Certified.
• Customer-oriented / service-minded.
•  Stress resistant.
• Commercial attitude; excellent verbal skills.
• Passionate, innovative in IT world.
• TCP/IP, Ethernet, Wireless network, LAN, WAN, Routing.
• Operating system: Microsoft Windows 9X, 2000, XP, Vista, 7, Windows Mobile, Symbian, Palm, Microsoft Windows 2000/2003/2008 server.
• Programming Languages: XML, XSLT, HTM, ASP.
• Installation and configuration of MS Office (2000, XP, 2003, 2007).
• Installation and configuration of Lotus Notes.
• Blackberry.
• Windows Mobile.
• Installation and configuration of PC Hardware and Software.
• Installation and configuration of Server Hardware and Software.
• Active Directory.
• Citrix Farm / Thinclient.
• VMWare infrastructure client.
• MS Deployment Toolkit 2008.
• Wireless and Bluetooth.
• Symantec Backup EXEC.
• New software and environment adaptation.
• Active directory.
• Terminal Services.
• Strong telephone and interpersonal contact skills.