IT Support SME | ITIL4
IT Support SME in an enterprise environment Go-to escalation point for complex cases and VIP users, with proven ability to coach peers, improve ticket quality, and maintain a reliable knowledge base. Specialized in Microsoft 365 / Office 365 ecosystems and ITSM operations.
Twice recognized as Infosys Employee of the Month.
Infosys B.P.O. (Brno)
Primary escalation point and technical reference for complex troubleshooting, with ownership of high-priority and VIP user cases end-to-end. Performs ticket QA.
Coaches new hires and peers on troubleshooting standards and support processes.
Maintains and improves internal knowledge base (KB articles / runbooks).
Infosys B.P.O. (Brno)
Delivered L1 support for enterprise software and hardware.
Managed user accounts and access permissions; supported security-related configurations and compliance-sensitive requests.
Documented troubleshooting steps and contributed to KB.
La Furia Magazine (France)
Wrote articles for every quarterly issue (80,000 printed copies per edition).
Delivered consistent, well-documented editorial content.
L.D.G. Éditions (France)
Managed production workflows, quality control, and customer-facing operations.
La Poste (Toulouse, France)
Maintained mission-critical systems with strong uptime/quality requirements.
Option Images (Toulouse, France)
Conducted SEO optimisation and online market research to improve digital visibility.
Université Toulouse III – Paul Sabatier, France
Lycée Simone Weil, Saint-Étienne, France
AWS Certified Cloud Practitioner (CLF-C02) — November 2025
Entry-Level Python Programmer (PCEP-30-02) — June 2025
ITIL 4 Foundation — January 2025
ITIL 4 Practitioner: Change Enablement — In progress
ServiceNow CSA — In progress
MS-102 (Microsoft 365 Administrator) — In progress