À propos de Eyecel
With more than 8 years of experience, I combine my skills in service desk management and virtual assistance to offer complete support to my customers.
As Service Desk Manager, I oversee ticket resolution, optimize IT processes and coordinate technical teams.
At the same time, I provide efficient administrative support: agenda management, email processing, task organization and professional communication.
🔧 Key skills:
Technical support (N1/N2) & service desk management (ServiceNow, Zendesk, ITIL)
Team coordination & IT process improvement
Administrative assistance: appointment booking, email management, customer follow-up
Bilingual French/English — available for one-time or long-term assignments
✅ Organized, autonomous and results-oriented, I quickly adapt to your tools and needs to save you time and improve your service.
Je suis disponible pour des missions ponctuelles, récurrentes ou en gestion déléguée de votre support.
Anglais
Bilingue ou natif
Français
Capacité professionnelle limitée
Accepte de travailler sur site
Soissons (jusqu’à 50 km), Paris (jusqu’à 10 km)
Expériences
- EXP REALTYReal Estate Assistant / Virtual AssistantIMMOBILIERdécembre 2023 - Aujourd'hui (2 ans et 6 mois)• Coordinate appointments between real estate agents, buyers, and inspectors using tools like Google Calendar, Zoom, and Calendly.
- EXPSocial Media Manager / Virtual AssistantIMMOBILIERdécembre 2023 - Aujourd'hui (2 ans et 6 mois)• Plan and implement branded content strategies across Facebook, Instagram, and TikTok.• Design visually appealing content in Canva using brand-specific fonts and colors; write engaging, SEO-friendly captions.• Research and implement trending audio for reels, create short-form video concepts, and use Meta Business Suite for publishing.• Monitor and report on analytics (reach, engagement, saves, shares) and adjust content plans for performance.• Engage with audiences through comment replies, polls, stories, and follower DMs to build trust and community.
- Espire Infolabs Inc.Service Lead – Technical Support (Remote)décembre 2022 - octobre 2025 (2 ans et 10 mois)Makati, Metro Manila, Philippines• Lead a distributed team of technical support associates handling enterprise clients across global time zones.• Provide expert-level guidance on service desk operations, application support, and technical troubleshooting.• Use ServiceNow, Zendesk, and custom dashboards to monitor SLA, ticket backlog, and escalation trends.• Coordinate with L2/L3 support teams for deep-dive resolution of recurring incidents and application errors.• Conduct RCA (Root Cause Analysis) sessions, create incident reports, and drive preventive measures.• Ensure adherence to ISMS, ITIL v4, and internal compliance policies; handle audit preparation and risk registers.• Oversee end-to-end support operations including hiring, shift planning, leave management, and capacity forecasting.• Spearhead process improvements using automation, SOP revisions, and data driven performance reviews.
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Formations
- AWS Cloud Practitioner Essentials2024AWS Cloud Practitioner Essentials
- SDI Manager Certification2022SDI Manager Certification