Yann Laporte

April 2023 – Present
Service Desk Analyst
Marsh McLennan
Remote (Milton Keynes, UK)

IT support for internal users over the phone and through tickets. Mainly password resets, Okta MFA resets, VPN, software issues etc.

Duties and responsibilities:

• Ticket handling with ServiceNow, template creation for recurring issues
• Password resets
• Okta MFA resets
• Software troubleshooting: Office, O365, Zscaler, Cisco AnyConnect etc.
• PowerShell scripting
• Knowledge Articles creation and update
• Bitlocker installation, troubleshooting, recoveries

April 2022 to April 2023
Service Desk Analyst
Dentsu
Remote (Salford, UK)

IT support for internal users over the phone and through tickets. Basic troubleshooting and resolution, ticket triaging, changes in Active Directory, Exchange Azure, software installation, password resets etc.

Duties and responsibilities:

• Ticket handling with ServiceNow, template creation for recurring issues
• Password resets
• Okta MFA resets
• Software troubleshooting and installation: Office, O365, Zscaler etc.
• AD user management
• Okta user management
• Azure user management
• Exchange user management
• PowerShell scripting
• Knowledge Articles creation and update
• Translation and proofreading

December 2021 to April 2022
Remote 1st Line ML/UK IT Sales Desk Support Engineer
PCSpecialist
Remote (Wakefield, UK)

Customer support, sales and refunds for the French market.

Duties and responsibilities:

• Customer support and sales via email and chat
• RMA and refunds
• Translation and proofreading

September 2020 to October 2021
Product Support Technician
Catapult Sports
Hybrid (Leeds, UK)

Customer support for wearable products and the associated software, mainly for the French market. I also made a few scripts to automate processes that were done manually.

Duties and responsibilities:

• Customer support through ZenDesk tickets and chat
• Software and hardware troubleshooting
• Hardware firmware update
• Automation
• Translation of Knowledge Articles from English to French

September 2016 to September 2019
System Administrator
Coaxis ASP
Fauguerolles, France

First and second line support for customers, mainly accountant companies. I worked with Active Directory, Windows Server (Windows Server 2003, 2008, 2008 R2, 2012, 2012 R2, and 2016), VMWare, vSphere, Veeam Backup, PowerShell, Debian, Exchange, Bluemind, Zimbra, Citrix, Fog, DHCP, DNS etc.

Duties and responsibilities:

• First and second line support via tickets, email, and phone
• Windows Server administration
• VMWare administration
• File restoration
• Network troubleshooting
• Scripting
• User management in Active Directory, Exchange, Bluemind, and Zimbra
• Citrix administration, users, and servers
• PC deployment via Fog project

Marsh McLennan:

• Automation Scripts: Developed scripts for information gathering from Active Directory and account unlocking.
• ServiceNow: Created templates to streamline workflow and improve process efficiency.

Dentsu:

• Automation Scripts: Similar to Marsh McLennan, focused on AD data extraction and account management.
• Translations: Undertook translation and proofreading tasks within ServiceNow, ensuring accuracy and clarity in bilingual communications.
• ServiceNow Enhancements: Developed templates to optimize workflow and enhance user experience.

PCSpecialist:

• Translations: Engaged in meticulous proofreading through a custom website solution, ensuring precision and quality in customer communications.

Catapult Sports:

• Automation Scripts: Authored a comprehensive reinstallation script for complete uninstallation and reinstallation of software components.
• Knowledge Base (KB) Management: Created and translated knowledge articles from English to French, facilitating better information accessibility.
• Software Localization: Utilized PhraseApp for software translation, contributing to software's adaptability in different linguistic settings.

Coaxis ASP:

• Fog Project: Led the installation and configuration of a Debian machine with Fog project for deploying pre-configured NUCs images for customers.
• Script Development: Authored various scripts for AD data gathering and new customer deployment, including user creation, group management, GPO, and NTFS rights configuration.

Internship at Centre hospitalier Jean-Marie DAUZIER:

• Spearheaded the creation and configuration of a Debian server integrated with OCS Inventory and GLPI for comprehensive machine data management.
• Developed and managed an SQL database for efficient data storage and retrieval.