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Ghailen O.

Sysops Engineer

640 dollar
Freelancer
16 years
Courbevoie, FRANCE
Cisco ITIL Juniper Prince2 System administration Windows

My experience

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Uniware (Carrefour)November 2018 - Present

* Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations. 
* Point of contact for all Major Incidents 
* Represent the first stage of escalation for Incidents 
* Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process 
* Generate monthly reporting (KPI, SLA, Backlog..) 
* Identify and analyze incidents and malfunctions reported by users and make proposals for changes or corrections to be implemented. 
* Coordinate interventions with partners 
* Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced 
* Supply training sessions during major infrastructures changes
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Uniware (Carrefour)August 2017 - November 2018

* Reviewing project progress and scope with clients and on-site teams 
* Working closely with client project teams 
* Develop key contacts and Knowledgebase documentation 
* Manage major incidents 
* Control the lifecycle of major Changes 
* Configuration Management, maintain information about Configuration Items required to deliver an IT service 
* Knowledge Management. gather, analyze, store and share knowledge and information within an organization. 
* Work with capacity management to ensure that adequate resources are available
* Process Management, ensure that all parties use a standard, reusable process framework. 
* Monitor and improve the performance of the Service Transition lifecycle phase.

Technology used: 
FRONT/ MIDDLE / BACK OFFICE : SaaS, PaaS, IaaS, CaaS 
OS : WINDOWS, LINUX 
INFRA : AZURE, GCP, AWS, EXS VMWARE, DOCKERS 
STORAGE : NAS & SAN 
DB : ORACLE, PHENIX (Data Lake) 
WEB : TOMCAT, HTML5, RABBIT MQ, PHP, MySQL 
BACKUP : VEEAM 
WEB/MICRO SERVICES : JSON & XML, WEB API, APIM 
CLOUD COMPTUING : GOOGLE COMPUTE ENGINE, 
NETWORK : BIGIP/F5, CHECKPOINT 
MONITORING : DYNATRACE, ELK, LOGM, GRAFANA, APP DYNAMICS
AUTHENTICATION : OPENIAM

Functional Environment:
OMS : Order Management System 
ATS : Stock management tool 
ALP : Atos Logistics platform (SLOT management) 
METIMAG : Order preperation and Trasnposrtation managemebnt 
iWELCOME : Front Office management tool 
iBUY : Paiment platform. 
iBASKET : e-commrce

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Uniware (Air Liquide)September 2016 - November 2017

* Responsible for the successful implementation of project objectives, cost, timing, quality, technical performance and the life cycle of the projects. +20 projects.
* Documenting project progress & providing regular updates 
* Directing the work of the employees and / or subcontractors 
* Ensuring optimal functioning of the CWP solution, support and customer satisfaction 
* Guaranteeing the optimal functioning of the IoT 
* CWP solution, support and customer satisfaction 
* CWP Mut : 3 Plants Tunisie / Canada 
* CWP US : +50 Hydrogen Stations 
* Asie : 4 usine +200k€ 
* Australie : 2 usine +250k€ 
* Moyen-Orient : 2 usine +190k€ 
* Europe : 7 usine +100k€ 
* Remote Monitoring Operator Session Singapore : 4 Stations +100k€

Technology used: 
Telecoms:
IP 
3G/4G 
SigFox/Lora 
PSTN 

Environnement Technique : 
Systèmes : Unix, Windows 
Applicatif : Apache, Mysql, MsSql, Nginx, SQL 
Accès (FTP – Filezilla, SSH, FTPS, etc.) 
Virtualisation (VMWare) 
CMS (Wordpress, Drupal, Certificat SSL) 
Gestion de dossiers partagés (NFS, NAS) 
Infrastructures : AWS-Amazon, iESX 
Outils de surveillance : sentinel 
Système de ticketing Leelou, Bug FIT 

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Link By NetApril 2014 - September 2016

* SPOC & VOC (Voice of the Customer) 
* Support and anticipation of the evolution of platforms 
* Quality Assurance 
* Preparation and delivery of customer governance bodies Steering CO, Opp CO, Financial CO, CAB... 
* Optimized budgets & expenses 
* Controlled the quality of service and implementation / monitoring of all action necessary to ensure compliance with contractual commitments 
* Change management 
* Incident management 
* Problem management 
* Conflict management

Managed Accounts : 
Mar. 2016 - Aug. 2016 
* REXEL SAP Hybris e-Commerce Platfrom migration management from Windows to Unix +1.3M€ 

Apr. 2014 - Mar. 2016 
* Sodexo FRANCE Platform management +3M€ 
* Sodexo NL Platform management +500K€ 
* Sodexo Financial + Accounting Platform management +100K€ 
* Sodexo SAP Platform management +50K€ 

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HR Access SolutionsDecember 2011 - January 2014

Supervise 8 members of the IT support team in 3 offices 

* Manage the deployment, monitoring, maintenance, development, upgrade, and support of all current IT systems, operating systems, databases, telephones, software applications, and peripherals. 
* Develop standard operating procedures and best practices 
* Manage projects through the project life cycles following PMI standards
* Communicate regularly with executive management and all users of information services and systems. 
* Recommend appropriate maintenance strategies

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HR Access SolutionsAugust 2010 - November 2011

* Responsible for the general direction, coordination, implementation, execution and control of HR Access EMEA Corporate Help Desk,1700+ users in 7 countries / 2 time zones, including telecommuters. 
* Preparation and Implementation of BCP during the course of the revolution of Tunisia.
* Ensure the creation and maintenance of any written documentation, including the system and the Manuals of use. 
* Negotiate and administer the contracts with the suppliers and service contracts.
* Serve as a focal point to communicate and interface determination and the integration problems with other teams. 
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HR Access SolutionsSeptember 2009 - August 2010

* Ensure the day to day full support of end users Levels 1 & 2. 
* Ensure the stability of the network infrastructure and applications. 
* Evaluate new products or services and suggests changes to the final user.
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Global PhoningMay 2005 - September 2009

Created Telemarketing call center in Tunisia working with French speaking countries.

My stack

Others

Quality Assurance, Project Management, Prince2, Troubleshooting, Grafana, Team management, E-commerce, Spanish, ITIL, Business Development, Service Now, PaaS, Avaya

Embedded and Telecom

LoRa

Databases

Oracle, Microsoft SQL Server, MySQL

Protocols

SSL, POP3, JSON, SSH, PSTN, NFS, FTP, DHCP, IMAP, TCP/IP

IT Infrastructure

Networking, SAN, SCCM, System administration, VEEAM, Virtualization, Vmware ESX, Windows 2000/2003/2008 Server, Windows 7, Windows 8, Windows NT, WSUS, Linux, Cisco, Windows, Mac OS, Unix, Nginx, VMware, Azure, Cloud Computing, Docker, Dynatrace, Google Compute Engine, Hyper-V, Juniper, Mac OS X, NAS

Computer Tools

MS Office 365

Analysis methods and tools

AppDynamics, Confluence

Frameworks

WordPress

Technologies

Web API, AWS, SaaS, Tomcat, Drupal, RabbitMQ

ERP&CRM

SAP Hybris

Open Source solutions

FileZilla

Languages

PowerShell, SQL, PHP, HTML5, XML

Application servers

ELK, Apache Web Server

My education and trainings

Certifications - -

Bachelor's Degree, Computer Information System - Texas State University-San Marcos1996 - 2001