- Philippe Vouzon is an experienced IT support engineer with over 15 years of experience in roles supporting up to 2,500 end users. - He has strong skills in Active Directory administration, software and hardware troubleshooting, and supporting Windows operating systems, Citrix, VPNs and other platforms. - His most recent role has been as an IT Analyst for Royal Bank of Canada in London since 2010, providing first and second line technical support.

1. Philippe Vouzon
131 Amersham Avenue
London N18 1DZ
Mob: 07904247377
E-mail: pvouzon@gmail.com
Profile
• Experienced and qualified IT support engineer with a very good understanding of
investment banking end-users and their requirements.
• Able to work under pressure whilst retaining speed, accuracy and attention to detail.
• A strong team player, acknowledged for maintaining excellent relationships with colleagues
and all levels of management, flexible, enthusiastic and with extensive support experience
• Bilingual (French & English)
Key Skills
• Active Directory Administration
• Troubleshooting software & hardware problems on desktop/laptop
• Troubleshooting MS Office, Outlook/ Exchange, remote access, Citrix, Blackberry
• Installing, Configuring, and Troubleshooting Windows OS
• Platforms XP,WIN 7 , VPN RSA Tokens, CITRIX, VMWare, Unix
• Understanding of DHCP, DNS, WINS servers and Cisco routers.
• Understanding of TCP/IP (Suite), VoIP/ RIP/OSPF/BGP/MPLS …
Relevant Work Experience
Oct 10- Present Royal Bank of Canada City London (Contractor)
IT Analyst
Providing 1st
/ 2nd
line technical support to the trading floor, VIP & Executive offices and other lines of
business (approx. 2,500 end- users)
Ensuring issues are dealt with in a timely manner and follow-up on any IT outstanding issues through
to resolution using ITIL best practice
Managing and configuring Active Directory requests
Providing remote support on VPN clients
Support of virtual desktop environment on VMWare and Xen desktop
Assist and attend Disaster Recovery tests
Platforms: Active Directory, Citrix, Bloomberg, Reuters, Cisco VPN, VMWare, Fidessa, .In-house
trading applications
Updating technical documentation for existing and new applications
Exchange 2007/10 Mailbox Administration
Jan 07 – Aug 10 AXA Investment Managers City London (Contractor)
Technical Analyst (English & French)
Providing second line support to over 3000 AXA-IM users & Partners (Trading platforms, Hedge
Funds, Stock Lending, Fixed Income, Private Equity) across the world
Logging and managing calls respecting different SLA, triaging calls to the right team/ stream
Work with Change Management and Quality of Service teams to define new process and agreed SLAs.
Manage Active Directory (AD), user accounts and mail address creation.
Configuring CISCO IP Phones and devices using CISCO Callmanager 7.0
Install and configure client’s computer (ghost and packages).
General hardware fault diagnosis on Dell/IBM desktops, laptops & printers.
Supporting: Windows 2000 XP, MS Office 2000 Office 2003/2007, Outlook XP/2007, VMWARE and
others
Active Directory , Citrix (PN agent and ICA files), AT&T , RSA Tokens
May 03-Dec 06 CSC (Computer Sciences
Corporation)
Luton
Helpdesk 1/2nd line (English & French) for Nortel & Bombardier
The role focused on providing technical support to clients across the world
Diagnosing, resolving or escalating to the relevant groups.

2. Trouble shooting and configuring the proxy settings for the Internet and Intranet.
Maintaining and configuring Lotus Notes R5 & 6 accounts.
Setting Up, Configuring, and Troubleshooting Common Setup and Configuration Problems for
networked Printers
Tools used: XP, AD (windows), NOVELL 5.1, UNIX, RCO for remote access, Fiber link and VPN (CISCO).
Member of Software Delivery Team (SDT)
Maintaining user accounts using Active Directory services
Resource and Security Administration including managing users to Global security groups and account
administration in AD, Novell, Fiber link and VPN
Providing support to in-house software packages
Tracking queries liaising with other departments when necessary to get answers and track progress
Monitoring the migration of new technologies
Transfer services from other departments in UK and in France to the helpdesk
Trained colleagues in UK and in France with new procedures
Oct 01- April 03 QOSNET Ltd London
PC/Network support
Part of a team of QOSNet site engineers working over the phone or client’s site to:
• Provided first to third line technical support on PCs/Microsoft applications
• Be involved in a roll out project about one thousand desktops & laptops
• Administered and networked PCs over Windows NT/4 & 2000
• Installed, configured & operated on LAN and WAN using Cisco routers
• Protocols used: IP, IGRP, PPP, ISDN…
July 01- Sept 01 ITNET London
PC support level 1st
& 2nd
PC building & support for Westminster city council
• Provided first & second line support for user
• Identified and solved hardware & software problems
• Machine cloning and application installation across the network
• Created and managed administrator & users accounts
• Liaised with 3 rd level support teams to resolve problems
May 01- June 01 Camwood London
I.T. technician
• Troubleshooting
• Installed an omni cube, re-image the computer
• Installed W 2 K & MS office 2000
• Find drivers from Internet and install them
• Roll out using Snapshot
Feb 01- May 01 Training for Life London
Assistant-Trainer & I.T. technician
Teaching I.T. skills one to one & group:
• Configuration, maintenance of PC hardware & software
• Installed and configured a sever with win 2000
• Finding out what is in the computer and its components
• Word processing skills using MS Word 2000
• E-mails (creating, sending, attachments, address books etc)
Aug 00–Oct 00 City & Islington College Computer technician
As part of the technician team
• Troubleshooting
• Installed hardware & software
• User support

3. Feb 96-Aug 96 Conforama Paris
Computer technician
• Provided technical & desktop systems support
• Installed hardware & software
Dec 94–March 95 Salpetriere Hospital Paris
Computer technician
• Identified and solved hardware & software problems
• Computerized all departments of large hospital
• Installed hardware & software
• Configuration PCs for network connections
• Help desk management & training
Jun 95-Sept 95 Tax office Paris
Computer technician
• Identified and solved hardware & software problems
• Computerized all departments of large hospital
• Installed hardware & software
• Configuration PCs for network connections
• Help desk management & training
Qualifications & Training
April 10 MCDT
Oct 09 CIPT1 & CIPT2
Sept 06 CVOICE (Cisco Voice over IP
Feb 02 CCNA (Cisco Certified Network Associate)
May 01 Networking course (Direct Computer Training)
Nov 00 IP Addressing, Novell 4.1 NetWare
CIW Advanced Internet Systems (4front Academy)
Management Server Administrator
Sept 99- June 00 Computer Maintenance courses NVQ City & Guilds level 2 & 3
Jan 99-May 99 English language C&G
Sept 94- June 95 HND-BTEC (Computer Maintenance) AFPA (Paris)
Sept 87-June 88 Baccalaureat S equivalent A level (maths, physic) (Paris)
Other Work Experience
Sept-98-April 03 Market research OfficerLondon
Sept 96-March 98 Telephone interviewers Paris
July 90-june 94 Salesman Paris
Interests football, tennis & basketball
Reference: Available upon request