Ngue Bayiha

First level of IT support for internal customers as well as first contact for external partners world-wide: problem management, resolution, escalation according to SLA, based on ITIL foundation:

- Tickets handling;
- Problem resolution and escalation;
- Managing users’ accounts in various systems and domain (NA, EMEA...)
- Resolving networks issues (Internet, Intranet);
- Resolving printers issues;
- Resolving systems and applications issues;
-Support and configuration in LAN, WLAN
-Coordinating conference between International Paper and CapGemini about issue assigned to external companies
-Monitoring global network WAN in collaboration with Orange and EDS Business
- Remote software installation and configuration;

Also;
* managing user accounts,
* managing user authorization process,
* data maintenance,
* process modeling and analysis,
* system analysis and design,
* participation in business requirements translation into functional specification
* participation in application release and deployment,
* user acceptance test scenarios preparation,
* coordinating and conducting tests,
* documentation maintenance.
Also,
-USD (Unicenter Service Desk) - Computer Associates
-Active Directory
-Cisco VPN, token RSA
-System as/400
-System Mainframe
-SAP (administrating user accounts)
-Lotus Notes
-Majiq
-Operating system VOS
and others legacy systems