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IT SUPPORT & SYSTEM ADMINISTRATION PROFESSIONAL

Phone: [téléphone] · Email: [e-mail] · Location: Sale, Morocco

PROFESSIONAL SUMMARY

Highly skilled and dedicated IT Support and System Administration Professional with over 13 years of solid experience in delivering comprehensive user support (L1/L2/L3), VIP & executive assistance, and Microsoft ecosystem administration. Proven track record in managing complex IT environments, optimizing hardware/ software infrastructures, and ensuring high-ranking user satisfaction. Possesses exceptional analytical problem-solving skills and a strong commitment to meeting strict SLAs and procedural standards. Immediately available for relocation and new professional opportunities.

CORE COMPETENCIES

IT Support & Operations: L1/L2/L3 Support, VIP · Microsoft Administration: Active Directory, Azure AD,

Support, Hardware/Software Diagnostics, Incident · M365, Exchange Online, Intune, SCCM, GPO

Management

Operating Systems: Windows 10/11, Windows Server · Deployment & Automation: MDT, WDS, PXE Boot,

2012-2022, macOS, iOS, Android · PowerShell Scripting, OS Imaging

Networking & Security: TCP/IP, LAN/WAN, VPN, Wi-Fi ITSM & Ticketing Tools: ServiceNow, GLPI, EasyVista,

Configuration, Network Troubleshooting · PiDi, HEAT

PROFESSIONAL EXPERIENCE

Smurfit WestRock – IT Support & Systems Technician · 2021 – 2026

• Provided advanced L1/L2/L3 technical support to end-users, ensuring rapid resolution of hardware and software issues.
• Administered system infrastructures, including Active Directory, Microsoft 365, and local server environments.
• Managed IT asset inventory, supervised hardware provisioning, and implemented proactive preventive maintenance.
• Utilized corporate ITSM ticketing tools to log, track, and resolve incidents while maintaining high SLA compliance.

Lotfi Maintenance – Helpdesk Technician · 2016 – 2019

• Delivered responsive remote and on-site technical assistance, diagnosing operating system and network connectivity issues.
• Installed, configured, and deployed workstations, peripheral devices, and standard corporate software packages.
• Managed the ticketing system queue effectively, prioritizing critical issues to minimize business downtime.

Bati Zouhir – IT Fleet Manager (Chargé du Parc Informatique) · 2015 – 2016

• Oversaw the complete lifecycle of IT equipment, including hardware maintenance and procurement recommendations.
• Configured and maintained network printers, shared resources, and local office infrastructure.
• Provided hands-on technical support to all staff members, guaranteeing optimal hardware availability.

Ministry of Equipment, Transport & Logistics – IT Support Technician · 2008 – 2014

• Maintained computer systems and workstations across various governmental departments.
• Diagnosed and resolved software conflicts, operating system failures, and peripheral issues.
• Supported end-users with daily technical inquiries and monitored the performance of local IT assets.

EDUCATION & CERTIFICATIONS

• Licence Professionnelle (Professional Bachelor's Degree) in IT / Systems and Networks | 2018 (CNAM)
• Technicien Spécialisé en Développement Informatique | 2009 – 2011
• Technicien en Gestion Informatique et Maintenance | 2004 – 2006
• Baccalauréat | 2003
• Certifications: CISCO IT Essentials, CISCO Cybersecurity, Microsoft 365 Fundamentals, Azure Administrator (AZ-104 - In Progress)

LANGUAGES

• English: Professional Working Proficiency
• French: Fluent / Native
• Arabic: Native