OUMAR SY

Incident Management (ITIL), Monitoring & Alerting, RBAC/IAM, Remote Support, Standardisation postes (hardware & software), Active Directory, DNS/MX, Domain & Mail Migration, Microsoft 365/Exchange, Database Access Control, Runbooks, IT Documentation, ITSM Tools (ServiceNow/Jira Service Management), ServiceNow ITSM, ServiceNow CMDB, Workshops & Requirements Gathering, Business Analysis, Process Mapping, User Stories & Acceptance Criteria, UAT, Agile/Scrum, Governance (RACI, CAB), Asset Management (HAM – basic exposure)

🔹 Orchestrate end-to-end CMDB management within the ServiceNow framework. Crafting and configuring new entries while ensuring meticulous asset database upkeep, tracking, and inventory management. 🔹 Spearhead optimization of AXA agency internet connectivity, encompassing order processing, FTTH migration, and ADSL/VDSL/FTTH line management, all seamlessly integrated into the database. 🔹 Streamline user mobile subscriptions, including smartphone orders and subscriptions, while maintaining accurate database records.

🔹 Orchestrate end-to-end CMDB management within the ServiceNow framework. Crafting and configuring new entries while ensuring meticulous asset database upkeep, tracking, and inventory management. 🔹 Spearhead optimization of AXA agency internet connectivity, encompassing order processing, FTTH migration, and ADSL/VDSL/FTTH line management, all seamlessly integrated into the database. 🔹 Streamline user mobile subscriptions, including smartphone orders and subscriptions, while maintaining accurate database records.

N2, N3 helpdesk support with intervention with users. Incident management via GLPI then migration to Service Now. Management of Office 365 office tools, creation and administration of user accounts via Active Directory, mastering of workstations and migration to Windows 10. MDM support (Airwatch, MobileIron) of mobile telephony IOS and Android, iPad. Management of applications via Citrix, automation of tasks via VTOM, management of computer equipment, remote control of workstations via Dameware, LogmeIn tools.

🔹 Migrated user bases comprising 200 workstations from Windows 7 to Windows 10. 🔹 Coordinated appointments and organized schedules in collaboration with users. 🔹 Executed backup and restoration of user data utilizing USMT (User State Migration Tool). 🔹 Demonstrated mastery in workstation management and application deployment through PDQ.

🔹 Provided N2 local support for 900+ users, split into two entities, with a team of 6 members. 🔹 Managed autonomous outsourcing for a 300-user fleet, including VIP and laboratory users. 🔹 Handled L2 ticket management through HPSM, escalating complex issues to L3 support. 🔹 Played a key role in migrating to ServiceNow, ensuring streamlined ticketing processes. 🔹 Orchestrated backup for production machines using Ghost, ensuring data integrity. 🔹 Conducted hardware and software interventions on diverse devices including PCs, printers, iOS smartphones, and Android/iOS tablets. 🔹 Demonstrated adept management of computer equipment, encompassing stock oversight and monitoring. 🔹 Deployed master images and applications using SCCM. 🔹 Managed a teleworking initiative, coordinating appointments and interventions while configuring VPN terminals and user telephone numbers. 🔹 Led migration efforts from Windows 7 to Windows 10 workstations. Oversaw network socket patching for optimized connectivity. 🔹 Engaged in creating and administrating user accounts via Active Directory. 🔹 Provided crucial support for iOS smartphone and tablet deployment and enrollment through Airwatch.