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Cv de IT Consultant PC Technician Help Desk Agent Monitoring Analyst

IT Consultant PC Technician Help Desk Agent Monitoring Analyst

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CV Code: 500820c76f63468b
Date of last connection: 2012-07-19

Mr. Be... L...


6860 Assenois

Current situation:

Current industry: Metallurgy

Size of the company: More than 1,000 employees

Current position: IT helpdesk analyst

Number of years spent at this position: Beginner

Number of persons you managed: 0

Annual salary: 27600.00 EUR

Total working experience: 3-5 years

Availability: Immediate availability

Job sought:

Positions: IT Consultant PC Technician Help Desk Agent Monitoring Analyst, ,

Industry: automotive, bank, any other, ,

Desired type of contract: open-ended contract, fixed term contract, Fixed-term / casual work, Temporary work, Agent's contract

Desired working time: Full-time, Part-time, Study-work program, One-day assignments, Seasonal work, Available on Week-ends

Minimum annual salary desired: 25000.00 / 30000.00 EUR


Highest educational level completed: number of years studied and completed with a diploma after highschool : High school completed

Last diploma : CESS Information Technologies

Current educational level : +1

Other training courses :

Divers :

Geographical mobility: Country : Belgium, France, Luxembourg

Known Tools / Software/ Methods • Very experienced in resolving computer and network problems since 2004 and with several Operating Systems : DOS, XP, Vista, 7, Ubuntu, Xandros, Fedora, MAC OS X • Supportig office suites like : Microsoft Office 2003/2007/2010/365 + OneNote + Visio + Project and ApacheOpenOffice.Org 3.X • Supporting messaging softs like : Microsoft Outlook 2003/2007/2010, Thunderbird, IncrediMail, IBM Lotus Notes 6/8, iNote • Used to remote controle tools like : VNC, NetOp, LANDesk, Sametime, DameWare, Easy Connect, Remedy, Avast, WRDC, GoToAssist • Used to ticketing tools like : OmniTracker, Peregreene, CA USD, GLPI, Remedy, ITSM • Used to financial softs like : Multifonds, DFS Online, BOXI, SAP, SARA, NCS, Documentum, Telekurs, MDF, GTB, BPM • Used to image/video tools like : Render-MAN, Render-PAL, Maya, Photo Filtre Studio, GIMP, .NET Paint, SnagIt, MediaCoder • Used to antivirus like : NOD32, Kaspersky, Avast, AVG, Symantec, Panda, AntiVIR, G-Data, BitDefender • Used to Internet browsers like : Internet Explorer 6/8, FireFox 13, Google Chrome, Opera, Netscape, Safari • Used to production softs like : GR-BBS, Cosmos, Cognos, TSOnline, QIS, TARS, DOA, YardSmart, OASIS, TESA • Used to another softs like : Ciel, Millennium, Nuance, Connected Backup, TopCall, Ontrack Recovery, Reflexion, TOAD, CDBurnerXP, Sanctuary • Used to another softs like : FileZilla, Adobe Reader, Acrobat Profesional, Adobe AIR, Adobe Flash Player, WinZip, WinRar, 7-Zip, Unity, SCOM, EdgeSight • Knowledge in creation of batch/script files : DOS, HTML, JavaScript, Pascal, C, Delphi, PHP and SQL databases quieries • Familiarized with environements based on : ADSL, TCPIP, HDCP, HTTP(S), FTP, VPN, SSL, AD, LDAP, Mainframe, AS400, CITRIX, SHAREPOINT, VMWARE • Familiarized to Service Management Core : Incidents, Problems and Changes via ITIL Foundation V3 training • Typing +/- 30 words per minute with +/- 80% of precision • Connecting, setting and fixing devices (printers, faxes, copiers, fix phones, mobile phones, screens, beamers, projectors, etc) • Electronics welds on Hi-Fi devices, BIOS chips, USB keys, fuses, batteries and mobile devices

HGV, LGV, special vehicles licences Driving Licence B

Languages French : Native
English : Fluent
Dutch : Basic


Mr. Be... L...


6860 Assenois

05/2012–NOW : IT Monitoring Analyst at ARCELOR MITTAL , Luxembourg (L) – CDI
➢ EYEBEAM 2nd line agent following HD tickets using ITSM tool. Controlling users PC remotely via GoToAsssist tool.
➢ Facing phone calls and worldwide emails with OUTLOOK 2010 (English 40% / French 60%)
➢ Supporting Active Directory issues/requests, user creations, passwords resets, unlocking, add/remove access and Citrix groups
➢ Retranscription of Ciitrix and Web scenarios using EdgeSight and SCOM monitoring/scripting software + testing and put in production
➢ Supporting IE/connection issues. Network faillures and error messages troubleshooting. Analysing SharePoint problems
➢ Worked wth : Windows Server 2008, Office 2010/365, Outlook 2010, EdgeSight, SCOM, BOXI, SAP, BPM, AGD
• 09/2011–04/2012 : IT Consultant (HD Agent level 1) at TOYOTA , Bruxelles (B) – FREELANCEE
➢ AVAYA Call Center Agent creating and following HD tickets , tasks and changes requests using REMEDY 6 client tool
➢ Supporting Remedy issues (asset tags, fixed/floating licences, account creations, passwords reset, groups accesses, errors, etc)
➢ Facing phone calls and worldwide emails with LOTUS NOTES 6/8 (English 70% / French 15% / Dutch 10% / Japanese 5%)
➢ Supporting LOTUS NOTES 8 migration project (passwords reset, databases accesses, replication, settings, errors, freezes, etc)
➢ Controlling users PC remotely via various tools like DameWare, REMEDY integrated remote function and Windows Remote Desktop
➢ Handling access requests to Mainframe, AS400, Citrix console and platform applications
➢ Supportig remote access issues on JUNIPER and AT&T VPN systems+ Webmail iNotes and FTP connections
➢ Performing bulk uploads, tasks, changes requests while accepting or rejecting approvals respecting ITIL Management Protocols
➢ Supporting web and video conference issues via GENESYS/InterCall systems and BlackBerry syncrhonisation with DOMINO Servers
➢ Worked with : Windows XP/7, Office 2003/2010, Lotus Notes 6/8, Snagit, Sanctuary, Symantec, FileZilla, Reflection, TOYOTA softs
• 07/2011–08/2011 : IT Consultant (HD Agent level 2) at B.E.I. , Kirchberg (L) – INTERIM
• 01/2011–06/2011 : IT Consultant (HD Agent levels 1/2) at ERNST & YOUNG , Munsbach (L) – CDD
➢ SIEMENS Call Center Agent creating and following HD tickets using GLPI web tool
➢ Facing phone calls and worldwide emails with LOTUS NOTES 6 (English 70% / French 20% / Dutch 10%)
➢ Supportig and executing migration project of the entire Ernst & Young computers park
➢ Replacing +/- 900 workstations by new laptops or desktops, with backup and reintegration of users's data and settings
➢ Supporting faxes, copiers, phones and printers issues (paper jams, consumables maintenances, accesses errors , PDF OCR scan to email setups)
➢ Supporting LOTUS NOTES 6 migration project (passwords reset, renaming process, databases accesses, replication, settings, errors, etc)
➢ Controlling users PC remotely via DameWare or integrated SAMETIME Remote Controle tool
➢ Supporting users with 3G cards and RSA token synchronisation issues. Network patching and manual cables corrections on DHCP routers
➢ Worked with : Windows XP/7, Office 2010, Lotus Notes 6, NOD 32, OpenOfficeOrg 3.3, Adobe Professional, E&Y softs
• 09/2010–12/2010 : IT Consultant (HD Agent level 2) at AUBAY , Capellen (L) – CDD
➢ SIEMENS Call Center Agent following HD tickets using CA Unicenter Service Desk tool
➢ Facing phone calls and worldwide emails with OUTLOOK 2007 (English 50% / French 35% / Dutch 15%)
➢ Supportig and executing migration project for the European Parliament , Translators TwinTowers and Justice's Court computers parks
➢ Replacing +/- 3500 workstations by new laptops or desktops, with backup and reintegration of users's data and settings
➢ Ghosting hard drives, reinstalling OS and reconfiguration of mailboxes and users sessions. Controlling users PC remotely via LANDesk tool
➢ Managing (converting, comparing, merging, securing, compacting, cracking) PDF files with NUANCE
➢ Worked with : Windows XP/Vista, Office 2007, Outlook 2007, Panda AV, OpenOfficeOrg 3.2
• 02/2010–08/2010 : IT Computer Technician / Seller at PROBUREAU , Paliseul (B) – CDI
• 08/2009–01/2010 : IT Computer Technician / Seller at ECOLUXPC , Libramont (B) – FREELANCE
➢ Repairing all kind of software or hardware issues of any brands of desktops, laptops (Windows or Mac)
➢ Installing and repairing multifunctions devices (printers, faxes, copiers, phones, scanners)
➢ Fixing customer's computers alone in a small office or giving support on site at private clients or schools or small companies
➢ Dealing with deliveries of goods to clients and managing the stock for the shop. When possible controlling users PC remotely via AVAST tool.
➢ Recovering critical customer's data lost, deleted or hard disk broken. Multilevel formatting, OS reinstalling and rebuilding RAID systems when mirroring fails
➢ Securing wireless networks of private customers, enterprise's park or schools and proposing setup filtering control when recommanded
➢ Worked with : Windows XP/Vista/7, Mac OS X, Office 2003/2007, Outlook 2003/2007, Thunderbird, IncrediMail, Kespersky
• 02–07/2009 : Nightshift Network Monitoring Operator at 3D LUXANIMATION Studio, Doncols (L) – CDD
➢ Monitoring and optimizing informatics park of 350 workstations and 12 servers (XP/Vista/Linux)
➢ Controlling users PC remotely via VNC and NetOp tools. Installing and setting new computers under LINUX (Ubuntu) and testing benchmarks
➢ Presenting debugging reports and improvements possiblities to optimize rendering production
➢ Worked with : Windows 2000/XP/Vista, Mac OS X, MSN Chat, Maya, Render-Pal, Render-Man, Photo Filtre Studio
• 02/2008–04/2009 : Applicative HD Agent level 1 at RBC DEXIA IS Bank , Belval (L) – CDI
➢ SIEMENS Call Center Agent creating and following HD tickets using Omnitracker and Peregrene tools
➢ Facing phone calls and worldwide emails with Outlook 2003 – (English 70% / French 25% / Dutch 5%)
➢ Research of lost faxes through FTP servers under UNIX shell and providing proves of results using TopCall
➢ Supporting financial softwares developped internally issues (users locked out in founds, corrections of wrong balances, passwords resets, etc)
➢ Worked with : Windows XP, Office 2003, Multifonds, SARA, DFS Online, Documentum, BOXI, NCS, Telekurs, Reflexion, MDF

Cover letter

Mr. Be... L...


6860 Assenois

IT Consultant PC Technician Help Desk Agent Monitoring Analyst

I actually work at ARCELOR MITTAL at Luxembourg City but I'm not totally satisfied by the work and the way people are humanly valued neither the way we have (not) the possibility to express our talent and experience in good conditions

I have a cumulative experience of more or less 6 years in help desk / call center / service support and pc/network maintenance.

i worked for several impressive companies or institutions like a 3D animation studio (who made the movie iron man), the European court of justice, Ernst & Young, the BEI, the RBC Dexia Bank (1 year) , all in Luxembourg and previously for TOYOTA MOTOR EUROPE in Brussels for 7 months...

Each time, as a 1st line or 2nd line help-desk agent or as a network operator.

I speak fluent English, with basic Dutch and a native French

I have followed the ITIL foundation V3 formation, focused on Incident Management in 2011.

I'm very interested to work as i'm costumer oriented with a good mind of analyze and capacities to resist to the stress and adapt myself to the environment where i am

I really like to investigate and find a solution to the issues met by the costumers/users, it's really something interesting to do for me to help to fix their problems quickly AND professionally.

Mr. Be... L

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