Frantz Vibert

• Provided on-site IT Field Operations support for airport systems supporting live airline operations in a 24x7 environment.
• Implemented, installed, configured, tested, and supported desktop devices, peripherals, telephones, network-connected equipment, and airline-specific systems.
• Supported airport kiosks, biometric gates, printers, scanners, and operational displays, ensuring minimal disruption to flight and customer operations.
• Performed hardware and software troubleshooting for Windows 10 workstations and peripheral devices.
• Executed physical relocation of IT infrastructure including PCs, monitors, phones, printers, and airport devices in accordance with service requests.
• Verified and updated asset information prior to and after device moves in compliance with company policy.
• Updated asset management systems, documentation, and device labeling to maintain accurate infrastructure records.
• Performed preventative maintenance on operational equipment to reduce unplanned outages.
• Diagnosed incidents using root cause analysis to restore service quickly and prevent repeat failures.
• Coordinated with external vendors and internal technology teams to resolve complex hardware, network, and system issues.
• Supported network connectivity troubleshooting for workstations and peripherals (LAN/Wi-Fi).
• Managed incidents and service requests through ServiceNow, meeting SLA and escalation requirements.
• Followed enterprise standards, procedures, and safety guidelines to ensure secure and compliant IT operations.
• Supported airport operations during high-impact events, maintaining professionalism under time-sensitive conditions.
• Participated in site surveys, project work, and field planning coordination as needed.

Environment:
Windows 10 | Office 365 | Dell Hardware | Printers & Scanners | Kiosks | Biometric Devices | Networked Airport Equipment | ServiceNow

• Provided Tier 2/3 technical support for enterprise SaaS platforms and hardware systems.
• Troubleshot complex system issues using logs, diagnostics, and root cause analysis.
• Coordinated with external vendors and internal engineering teams to resolve critical incidents.
• Documented defects, workarounds, and post-incident findings to improve system reliability.
• Supported customers in time-sensitive environments requiring clear communication and accurate resolution.

• Delivered on-site and remote IT support for multiple client environments.
• Installed, configured, and maintained desktops, laptops, peripherals, and network devices.
• Troubleshot network connectivity, authentication, and access issues.
• Supported system deployments, updates, and preventative maintenance.
• Maintained SLA compliance while supporting users in fast-paced operational settings.