Julie Bermond

Julie Bermond

2nd Level IT Support / Lotus Note/Domino Administrator.
 

Currently employed at Caterpillar

Previous: Caterpillar, Teletech Holdings, Société Carniel, Skynet Informatique, Société MARS

 

Previous: Université De Provence

 

    Summary

    Experienced IT support analyst, originally from an academic background in social sciences and applied statistics, I recycled myself into IT, which has been my passion for years, after the end of my studies. One year of experience in first line IT support and two years in second line, as a Lotus IBM administrator, through an agency contract, led me into looking for a permanent contract or a better position/salary, as I am now sure that I want to make my life into IT. I have a total of five years experience in customer facing roles. My self-taught profile and my social science makes me an excellent pedagogue, I am able to explain technical issues in non technical vocabulary very easily. My experience as trainer for the first line agents in my current position is the evidence of it. As my referee will be able to confirm, the Lotus Notes first line resolution went from 60% to 78% following my training; as I took all the first line agents through the functioning of Lotus Notes client and through the details of the infrastructure. In my current position, I deal with users from around world, using English as a primary language, over the phone, through emails and Instant Messaging and as well in face to face with Belfast based Caterpillar employees. As I am not a native English speaker, I tend to take extra care of my vocabulary and grammar, always being keen to improve it, and to have obvious errors corrected and explained – I believe in mutual pedagogical exchange. A personal vignette vis a vis my IT support experience: my biggest challenge has been to teach my 90 year old grandfather how to email, social network and web conference – Skype – allowing us to remain in contact. It worked. No challenge is to big for me.

Experiences

 

2nd Level IT Support / Lotus Note/Domino Administrator

At Caterpillar

From May 2012 to Present
• Second line escalated incidents resolution; software, mail file, and databases. Resolving compatibilities issues between Lotus Notes and Operating Systems (OS). Working under Service Level Agreement (SLA) and Smart Goals. • Domino server administration overflow tasks in collaboration with 3rd...
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1st Level IT Support / Web Integrator

At Caterpillar

From May 2011 to May 2012
• First point of contact for solutions to minor technical issues arising on any of over 100 software applications used across the company’s IT network; responsible for assessing and evaluating major issues for 2nd level escalation. • Web integration and technical translation for Self-Service IT...
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Customer Support Representative

At Teletech Holdings

From September 2010 to May 2011
• Receiving and recording inbound calls, emails and IM chat fora for Nissan Motor GB • Disseminating product information, suggestions for new purchases, technical discussions of products and services • Logging complaints, processing complaints and providing customer feedback • Promotion of...
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Université De Provence, Aix En Provence

Applied Master Degree (Sociology) Public Policy Survey in Europe and Mediterranean , Université de Provence

From September 2001 to June 2009
Providing and applying sociological expertise to public policy.
 

Université De Provence, Aix En Provence

Bachelor of Arts, Université de Provence

From September 2001 to June 2009
B.A. Sociology Result: 2nd Class, 1st Division (equivalent)
 

Université De Provence, Aix En Provence

Post graduate Degree, Université de Provence

From September 2001 to June 2009
Research Methodology. Statistics, Statistical methodology, and analytic software (SaaS).
 

Opinion Pollster

At Société Carniel

From January 2008 to December 2008
* Opinion pollster for several governmental and local institutions ;
 

Store Manager

At Skynet Informatique

From January 2007 to December 2007
Role: Store Manager (Retail Computer Company) * Managing shop floor operations including, but not limited to, stock management, distribution management, retail duties, and some direct IT maintenance (hardware and software) ;
 

Technical Support Agent

At Société MARS

From June 2006 to November 2006
Technical support for various faulty software. Damage limitation with users

Skills

 
  • Access Control List management
  • Account management
  • ACL management
  • Active Directory
  • Android
  • Apple MacOS
  • BlackBerry
  • C++
  • Show all skills (52)

Langues parlées

 

Centres d'intérêt

 
  • * Experimenting with Raspberry pi Computers
  • * GNU/Open Source community
  • * Hardware recycling/reconstituting old equipment
  • * Intellectual interest in computer sciences and AI
  • * Reading fiction and non-fiction
  • Part 5: Personal Interests
  • mainly science fiction
  • writing