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SUPPORT/ ASSISTANCE TECHNIQUE/ TROUBLESHOOTING:

A major player in the promotional furniture and services sector

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01

Context:

The customer wanted to optimise the management of its standardised infrastructure and increase the autonomy and quality of service of its N1, N2 and N3 support teams.

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02

Problem:solving approach:

Full industrialisation of a standardised infrastructure, knowledge transfer and training of support teams in automation and monitoring using Linux, Python and Centreon.

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03

Result:

Significant and demonstrable improvement in the quality of level 1, 2 and 3 support services, upgrading of support teams through emulation by coworking around automation and industrialisation. Significant productivity gains thanks to automation: reduction of on-call calls by more than 30%.

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04

Technical stack used:

OnPremise, Linux (Readhat, Fedora, Slackware, Ubuntu), LAMP, Proxy SQUID, Nagios/Centreon, Proftpd, Vsftpd, Glpi, Postgresql, Cisco, Digi, Bash, C/C++, Python, Perl

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