Anonymous

Skills

Systèmes d'exploitation
Windows (Expert)

Mac OS (Expert)

Outils et plateformes Microsoft
Office 365 (Expert)

SCCM (System Center Configuration Manager) (Expert)

Microsoft Azure (Expert)

Microsoft Autopilot (Expert)

Endpoint Management Platform (Expert)

Active Directory (Expert)

Gestion des services et réseaux
ServiceNow (Expert)

CCNA & CCNP (Certifications Cisco, expérimenté)

Développement et programmation
HTML (Expérimenté)

JavaScript (Expérimenté)

Python (Expérimenté)

Points forts :
Gestion des systèmes et déploiement (SCCM, Autopilot, Endpoint Management).

Administration réseau (CCNA/CCNP, Active Directory).

Cloud Computing (Microsoft Azure).

Développement web et scripting (HTML, JavaScript, Python).

About

Senior IT Service Delivery & Support Specialist with 15+ years of cross-functional experience in IT service management, cloud solutions, infrastructure support, and client-facing operations. Adept at bridging technical and business needs, ensuring SLA compliance, and driving operational improvements.

Key Expertise:
✔ IT Service Delivery & Incident Management – Led client escalations, root cause analysis (RCA), and SLA-driven reporting (ServiceNow).
✔ End-User & Infrastructure Support – Expert in Windows/Mac OS, SCCM, Active Directory, O365, Azure, and Autopilot deployments.
✔ Networking & Security – CCNA/CCNP-certified with hands-on experience in VPN, DNS, TCP/IP, and MDM (Mobile Iron).
✔ Cloud & Systems Management – Proficient in Microsoft Azure, Endpoint Management, and IT asset lifecycle processes.
✔ Stakeholder & Team Leadership – Managed IT teams, trained staff, and coordinated with global vendors (UK/FR/Mauritania).
✔ Scripting & Web Dev – Experienced in Python, JavaScript, and HTML for automation and troubleshooting.

Career Highlights:

Edelman (2022–2024): Acted as a senior escalation point, improved KYC/BPO processes, and delivered client-facing IT service reviews.

Pret A Manger (2021–2022): Provided consulting support for O365, Teams, SCCM, and mobile device management (iOS/Android).

NSC Global (2019–2021): Spearheaded OS deployments, AD management, and AVAYA support while mentoring L1/L2 teams.

Kinross Gold (2012–2015): Managed Exchange/AD servers, WDS/SCCM deployments, and ServiceNow ticketing systems.

Languages: Fluent in French, English, and Arabic.

Technical Certifications: CCNA, CCNP (Cisco), Microsoft 365/Azure (Expert-level).