Project Manager Software
Resume:
BERNARD LEJEUNE
*****@*****.**
PROFESSIONAL EXPERIENCE
- March 2012 – March 2015 (3 years / Richmond, VA)
Support Ambassador Dutch/English/French at Tumblr Inc
Support of the Dutch, English and French Tumblr community.
Troubleshooting & QA specialist at all support levels.
Zendesk, DeskPro, JIRA, Confluence, Google Docs, Mac OS, iOS devices
- May 2011 – February 2012 (1 year / Dallas, TX)
IT Consulting as freelance in the Dallas/Fort Worth Area
Software / hardware troubleshooting / teaching during my immigration process.
- January 2010 – October 2010 (1 year / Brussels, Belgium)
Senior Support Officer at EC OLAF the European Anti-Fraud Office
Support of the thin client network (CBIS - Core Business Information Systems) used in conjunction with the European Commission's general network for purposes of Data-Protection (fingerprint readers, thin & thick client encryption, secure data-transfer & other), thus providing for a more secure work environment.
Assistance to the Junior Support Team to help them troubleshoot common IT problems on the Windows Operating System, OS X and general hardware (such as printers and various network devices), thereby strengthening the overall helpdesk team.
Encryption of all OLAF data available Out-of-Office (i.e. on laptops & on Fingerprint Secured USB Keys), resulting in enhanced security for this particular EU European Commission office.
- October 2004 – October 2009 (5 years / Brussels, Belgium)
Tier II Support at Eurocontrol HQ the European Organization for the Safety of Air Navigation
Daily use of the standard Eurocontrol software tools to assist users and to resolve problems at
different levels of the data-processing tools, thus enhancing across-the-board knowledge of a wide variety of software applications.
Installation (and uninstall) of the various software programs used at the Agency (Oracle, Toad, most Microsoft applications and other widely used software programs).
Resolution of wired and wireless network connectivity issues (including VPN use and configuration), bolstering an excellent mastery of wireless networks.
General resolution of conflicts between software and/or hardware, thus providing for longstanding experience investigating a wide range of IT problem areas (use of LDAP, Altiris, MS Exchange, AD).
SLAs improvement.
ITIL v3 foundation.
- April 1999 – August 2004 (5 years / Brussels, Belgium)
Head of Technical Support at Easy Computing, n.v. (a software & IT literature localisation company)
Installation and use of the company's own software, mainly in the Dutch language; finding technical and/or commercial solutions in order to fix potential bugs and/or conflicts on user’s OS (provided by phone, email and/or postal services).
Creation and maintenance of the web pages for the technical support section of the website & Webmaster of various websites.
Product Manager for a range of Easy Computing products in French.
Project Manager for the French portion of two internet manuals for 2 Belgian ISPs (Tiscali & Skynet).
- February 1999 – April 1999 (Interim hire / Brussels, Belgium)
Marketing Supervisor for GKN Glaenzer
- March 1994 – January 1999 (5 years / Brussels, Belgium)
Head of the Technical Hotline at OKtopus, s.a. (remote monitoring of security alarm systems & elevators)
Active in organizing the dispatching of technical agents.
Supervising the creation of a new software package, in cooperation with external programmers, for the management of the technical hotline; provided feedback and acted as the project's manager for one year, trained operators in using the new software.
Creation of procedures to ensure compliance with the ISO 9002 quality standards.
- Throughout Undergraduate and Graduate Studies
Various student jobs, including archivist and personal chauffeur in a ministerial cabinet.
KNOWLEDGE OF INFORMATION TECHNLOGY
- Configuration and use of Windows (Windows 3.1 to 10 beta) & Mac OS X; good knowledge of Linux
- Installation of all types of software and hardware (construction and configuration of computers). Maintenance and update of hardware and software
- Sound knowledge of Macromedia, Flash, Studio MX, MS PowerPoint, MS Access
- Daily use of MS Word XP/2013, MS Excel XP/2013, MS Outlook 2003/2013, IE/Firefox/Chrome/Safari
- Good knowledge of HTML (also JavaScript, Script-CGI), network configuration TCP/IP, WiFi, Bluetooth, general configuration of computers (Windows/Mac)
- Specialist in Internet configuration (WAN/LAN), Wireless Security, Smartphones, Network connectivity
- Use of UltraEdit32, TextWrangler, Pixelmator, also Webcam32, Apache (Web server), FTP server
- AR Remedy, Zendesk, DeskPro, LDAP, Active Directory, Altiris, Citrix, VPN, various Deployment tools
EDUCATION
1994 – present
Specialized in Information Technology and Multimedia. Knowledge and skills acquired throughout the past 20+ years working in the IT sector
1992 – 1994 (Associate Degree)
Post-secondary studies in Marketing at the Institut des Carrières Commerciales (Business Career Institute), Brussels, BELGIUM
1985 – 1992 (High School)
Secondary studies with majors in Mathematics and Sciences
LANGUAGES
- Trilingual French / English / Dutch
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