OUMAR SY

Demonstrated proficiencies in resolving complex IT challenges with hands-on expertise, including ServiceNow, GLPI, Active Directory, SCCM, Airwatch, Azure, Intune, JIRA and M365 tools. Excellent teamwork and collaboration abilities, fostering strong relationships with cross-functional teams for successful project execution. Solution-focused, able to identify and implement innovative strategies to address complex technical challenges. Commendable ability to juggle multiple tasks while maintaining attention to detail. Results-driven ServiceNow Consultant known for high productivity and efficient task completion. Specialize in IT service management, workflow automation, and platform customization to enhance operational efficiencies. Excel at problem-solving, communication, and project management to deliver solutions that meet client expectations. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

• Graduate Full-stack developer with Angular, Online, ongoing, 2024
• ITIL 4 Foundation certification, Online, 2024
• CSA (Certified System Administrator) ServiceNow, Online, 2023
• Computer Maintenance Training, AFPA Angers, Institution, 2010

• French, Native
• English, Fluent
• Arabic, Fluent
• Spanish, Fluent

• AXA, Paris, Île-de-France, ServiceNow Consultant, 12/01/20, 07/31/24, Lead the entire Configuration Management Database (CMDB) management within the ServiceNow framework., Develop and set up new entries while ensuring meticulous maintenance of the asset database, tracking, and inventory management., Drive the AXA agency internet connectivity improvement, including responsibilities such as order processing, FTTH migration, and management of ADSL/VDSL/FTTH lines incorporated into the database., Simplify the process of managing user mobile subscriptions, including placing smartphone orders and managing subscriptions, all while keeping accurate records in the database., Enhanced the workflow by processing the requests more efficiently.
• MetLife, Paris, Île-de-France, Former Helpdesk N2/N3 Consultant, 11/01/19, 11/30/20, Navigated Windows 7/10 systems support, including utilising SCCM for workstation deployment and facilitating the migration of Windows 7 devices to Windows 10., Steered the entire process of Active Directory management, including the creation, administration, and maintenance of user accounts., Implemented the migration from GLPI to ServiceNow to enhance ticketing efficiency, ensuring smoother and more organised workflows., Played a crucial role in the administration and support of Citrix services, overseeing the functionality of VDI and applications., Supervised all aspects of fixed telephony operations, including line creation and user allocation., Streamlined operations by automating tasks and orchestrating processes through VTOM., Utilised SCCM and PDQ for Windows image deployment and application distributions on PCs., Signed up and controlled Android and iOS mobile devices using GroundControl and MobileIron., Executed PMAD on user workstations through LogMeIn, Dameware, and RDP, ensuring secure access and efficient operations., Administered VPNs through Cisco AnyConnect, enabling secure remote access for organisational needs., Played a significant role in assisting teammates and users in seamlessly transitioning from using the GLPI ticketing tool to ServiceNow.
• Laboratoires Servier, Orleans, Centre-Val de Loire, User Support Specialist, 12/01/17, 08/31/19, Drove local support to a user base of 900+ individuals, split into two separate entities with a dedicated team of six members., Steered Level 2 ticket management using HPSM, ensuring prompt resolution of issues by escalating complex cases to Level 3 support., Played a crucial role in the smooth migration to ServiceNow, ensuring streamlined ticketing processes., Coordinated backup procedures for production machines using Ghost software, ensuring the integrity and security of critical data., Orchestrated hardware and software interventions on various devices such as PCs, printers, iOS smartphones, and Android/iOS tablets., Utilised SCCM to deploy master images and applications across multiple devices., Presented crucial support for iOS smartphone and tablet deployment and enrolment using Air watch., Led the migration efforts from Windows 7 to Windows 10 workstations, ensuring a seamless transition for users., Administered network socket patching to optimise connectivity and ensured reliable network performance., Successfully managed the outsourcing of services for a fleet of 300 users, which included VIPs and laboratory users., Efficiently managed a teleworking initiative, coordinating appointments and interventions while configuring VPN terminals and managing user telephone numbers.
• Set Informatique, Orleans, Centre-Val de Loire, Operations Technician, 08/01/12, 03/31/17, Extended office support and workstation assistance for N1/N2 outsourcing, including covering vacations for support technicians., Partnered with multiple companies to deliver diversified services, such as deploying computer equipment such as PCs, servers, and printers., Monitored timely replacement and maintenance of computer hardware., Conducted interventions on printers to ensure optimal functionality., Directed significant server backup processes to protect data integrity., Delivered live support in customers' stores.
• ISAACNET, Montargis, Centre-Val de Loire, Travelling Technician, 09/01/10, 04/30/11, Installed and commissioned internet setups, including accessories and equipment., Delivered comprehensive IT assistance, addressing hardware and software issues., Drove personalised training sessions to enhance the utilisation of computer equipment., Conducted hardware deployment to ensure smooth operations., Directed migration initiatives from Windows XP to Windows 7., Monitored optimal network connectivity through meticulous socket patching., Aided individuals in troubleshooting computer and software issues and facilitated training sessions.

• CSA - Certified ServiceNow Administrator
• ITIL 4