I am an L3 IT support specialist with experience across the full support chain, from Tier 1 service desk work to complex escalation and final-line technical investigations.
I investigate incidents that lower support tiers cannot resolve by reproducing bugs, analyzing logs, querying databases, and identifying root causes. I am comfortable documenting findings and handing clear, reproducible cases to engineering teams.
I have supported live production environments, managed sensitive escalations, and worked under strict SLA requirements. I remain calm under pressure and communicate clearly with technical and non-technical stakeholders.
My technical background includes SQL, PostgreSQL, Supabase, Windows support, networking fundamentals, Active Directory, cloud hosting, DNS, SSL certificates, and scripting with PowerShell, Bash, and Python.
Through six years of freelance work, I have owned client problems end to end, including application troubleshooting, database administration, hosting management, automation, and technical support for web, desktop, and mobile products.
I am a native French speaker with C1 English proficiency and have worked internationally in France, Spain, Portugal, and Ireland.
I provide Level 3 technical support as the final line of investigation before engineering. I investigate complex incidents escalated by L1 and L2 teams, reproduce bugs, analyze logs, and query SQL databases to identify root causes.
I document findings, prepare clear reproducible cases for engineering, and follow critical tickets through resolution while keeping relevant teams informed.
I delivered freelance missions for my own projects and clients, providing technical support and troubleshooting for software, accounts, access, web applications, desktop applications, and mobile applications.
I set up and managed databases, wrote SQL queries for reporting and data fixes, managed AWS and Vercel hosting, domains, DNS, and SSL certificates, and automated routine tasks with PowerShell and Python. I also built optimization tools using genetic algorithms for MQL5 and ran SEO and online advertising campaigns.
I provided Tier 1 IT support for internal teams in a live production environment. I diagnosed and resolved daily hardware, software, network, account, and access issues.
I managed user accounts, permissions, and access rights, supported Windows workstations and internal business tools, handled incident tickets under strict SLA timelines, and escalated complex infrastructure issues to L2 and L3 teams.
I managed complex and sensitive escalated cases as a final point of contact, taking ownership from initial escalation through resolution.
I consistently met strict SLAs for resolution time and quality, coordinated case progress, and de-escalated high-tension situations through clear and empathetic communication.
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