Mamadou Dia
IT Support Troubleshooting Windows Issue
Metz
Profil professionnel
A professional IT Support Level 2 and 3 System and Network with strong organizational skills and extensive knowledge in VIP user support, as well as expertise with Microsoft Product Surface Pro , Windows 10, Windows 11, Windows Server, and SCCM,ITIL V4 I am eager to progress within support teams. I am able to integrate seamlessly into new work environments thanks to a genuine team spirit and excellent listening and communication skills.
Vue d'ensemble
15
15
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Expérience
IT Support Level 2 & 3 System and Network
European Parliament
Luxembourg
2021.11 - Current
- Member of the standard configuration team at the European Parliament, providing LSA support and managing Microsoft tickets
- Proactive resolution of general incidents and issues affecting the standard configuration
- Management and maintenance of the driver repository to ensure plug-and-play for printers
- SCCM in a development environment (DEV)
- Management of Surface drivers integration and addition in an Install TS in ADLAB, Creation of folder structures for packages in a development environment (DEV)
- Adaptation and configuration of scripts for package creation in SCCM
- Testing of new devices and software
IT Consultant
Sogeti European Parliament
Luxembourg
2018.10 - 2021.11
- Incident, request, and mailbox management for DSS and DSSM
- Participation in IT support during the sessions in Strasbourg in 2018-2019 and 2020
- Installation of Wi-Fi certificates on phones, laptops, and tablets
- Allocation of iPhones, iPads, smartphones, and tablets
- Configuration of SMS and physical tokens
- Encryption of laptops and hybrids using McAfee
- Installation of new equipment and replacement of obsolete equipment
- Deployment or replacement of other types of equipment, e.g., printers, phones, tablets, laptops, hybrids
- Maintenance of up-to-date inventory of computer hardware
- Local stock management and asset tracking
- Administration of the local environment directly linked to the PC or mobile device environment
- Documentation of procédures
- Compliance with security rules imposed by the Parliament's central security service
IT Consultant
Sogeti European Parliament
Luxembourg
2018.01 - 2018.09
- User support after migration, Presentation of Windows 10 updates
- Printer installation, Installation of missing software
- Configuring signatures in Outlook and new features in EDGE, etc
On-Site Support Technician
Siemens
Haguenau
2017.03 - 2017.12
- Replacement of PCs, management of the IT equipment inventory, ticket management
- Incident management, creation of accounts for new arrivals
- PC migration
On-Site Support Technician
Merck
Molsheim
2016.04 - 2017.12
- Laptop, Desktop, HP printer, Cisco IP Telephone, IT equipment management
- Lotus Notes, Outlook, hardware and software troubleshooting, Active Directory, Badge system
- HPSM ticketing, GLAM, Pusch portal, ServiceNow, video projector, Windows 7, Windows 10
On-Site Support Technician
Alstom
Reichshoffen & Belfort
2017.01 - 2017.04
- Printing smart cards, user on-site support, utilizing ITM7 for Master Tickets, workstation mastering, workstation replacements
Migration Technician
TNT Springs
Strasbourg
2015.11 - 2015.11
- Windows XP to Windows 7 migration, running profile backup scripts
- Lotus Notes, software and printer installation
IT System Technician
ARCELORMITTAL FLORANGE
FLORENGE METZ
2015.04 - 2015.07
- On-site support for users
- Assistance and troubleshooting for users (desktops, laptops, Windows, email, applications...)
- Setting up workstations, data backup, system migration, hardware maintenance
- Following procedures and updating the existing documentation database
- Handling incoming calls and remote assistance to resolve post-migration issues
System Technician
ALSTOM
REICHSHOFFEN
2015.02 - 2015.03
- XP to Windows 7 migration, workstation mastering, RAID configuration, Ticket management with BMC REMEDY, cleaning graphics cards, changing hard drives
- Installing and configuring complex software such as CATIA, SAP, DOORS, Elsa; E3series, etc
- Explaining the functioning of the new system to users
- Handling incoming calls and remote assistance to resolve post-migration issues
System Administrator
CTI GRAND EST
Strasbourg
2014.11 - 2014.12
- Présentation de l'entreprise: (Health Insurance)
- System administration for Windows 7 Computer Park
- Migration of workstations and users from a local domain to a national domain (CNAMTS)
- Handling incoming calls and providing remote assistance to resolve post-migration issues
- (Health Insurance)
Windows Server System Administrator
ACT INFORMATIK
STRASBOURG
2014.02 - 2014.06
- Active Directory & migration from 2003 SBS server to 2012 Essential, Deployment of Windows 8
- Troubleshooting, cabling, maintenance of client workstations, and installation of POE switches
- User assistance, Installation and Configuration of video surveillance (IP cameras)
- Implementation of AD with 2008 R2; Utilization of Cisco for Router and Switch configuration
- VLAN configuration, removing passwords on Cisco routers
Technical Sales Representative and Marketing Assistant
LYCATEL
Strasbourg
2011.01 - 2013.12
Quality Control in Agri-food Industry
CARSO Group
Illkirch
2011.01 - 2012.12
- Validation of Analysis Methods
Mediation, Communications
University of Strasbourg
Strasboug , CUS
2010.01 - 2011.12
Formation
Advanced Technician Computer Resource Management - System And Network Cisco And Active Directory
AFPA
Strasbourg 2013.06 - 2014.02
Master1 of Sciencean alytiques - Technology and Health Sciences with a focus on Chemistry
University of Strasbourg Faculté De Chimie
Strasbourg 2009.01 - 2010.01
Compétences
- Ticketing Tools: EPSD ,Service Now, JIRA
- Customer service orientation
- Respect for deadlines , Effective communication
- Software and Computer Management: Epinco
- SCCM (System Center Configuration Manager)
- Active Directory
- MDM (Mobile Device Management)
- Windows Server Versions: 2008 R2, 2003 ,2012
- Windows XP windows 7,10,11 Additional Tools/Platforms: ITM7
- UNIX GLPI ,MySQL VMware Debian ,GLAM
- Protocols: TCP
Certificats
- CISCO CCNA1
- CISCO CCNA2
- ITIL V4
- Microsoft MD 100
- Microsoft MD 101
- Azure AZ 900
Informations complémentaires
- Lecture
- Passion pour le [le cyclime ]
Personnalisé
- SCCM, Wireshark, PowerShell, Troubleshooting Windows, Udemy, 2021-2022
- Advanced Technician in Computer Resource Management and Operation, AFPA, 2013-2014
Langues
English
Courant
Français
Langue maternelle
Chronologie
IT Support Level 2 & 3 System and Network
European Parliament
2021.11 - Current
IT Consultant
Sogeti European Parliament
2018.10 - 2021.11
IT Consultant
Sogeti European Parliament
2018.01 - 2018.09
On-Site Support Technician
Siemens
2017.03 - 2017.12
On-Site Support Technician
Alstom
2017.01 - 2017.04
On-Site Support Technician
Merck
2016.04 - 2017.12
Migration Technician
TNT Springs
2015.11 - 2015.11
IT System Technician
ARCELORMITTAL FLORANGE
2015.04 - 2015.07
System Technician
ALSTOM
2015.02 - 2015.03
System Administrator
CTI GRAND EST
2014.11 - 2014.12
Windows Server System Administrator
ACT INFORMATIK
2014.02 - 2014.06
Advanced Technician Computer Resource Management - System And Network Cisco And Active Directory
AFPA
2013.06 - 2014.02
Technical Sales Representative and Marketing Assistant
LYCATEL
2011.01 - 2013.12
Quality Control in Agri-food Industry
CARSO Group
2011.01 - 2012.12
Mediation, Communications
University of Strasbourg
2010.01 - 2011.12
Master1 of Sciencean alytiques - Technology and Health Sciences with a focus on Chemistry
University of Strasbourg Faculté De Chimie
2009.01 - 2010.01