Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Andrew Baranga

Andrew Baranga

Antwerp

Summary

IT Operations & Support Lead with 8 years of experience in managing IT service desks and technical support across Belgium and the UK. Expertise in SLA/OLA performance management, cross-functional team leadership, and execution of IT infrastructure projects. Proficient in Azure AD, Intune, and Windows deployment, with a strong focus on stakeholder collaboration. Multilingual professional seeking opportunities in Dubai's tech sector.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Operations & Service Desk lead

Deloitte Belgium
Antwerp
06.2023 - Current
  • Leading & coordinating the IT operations and Service Desk teams across Deloitte's Belgium/UK and India (Hyderabad) locations.
  • Ensure timely and efficient completion of tasks adhering to strict OLA and SLA guidelines.
  • Develop and oversee Key Performance Indicators (KPIs) to assess and enhance service quality and support.
  • Implement tools such as AWA in ServiceNow to improve the efficiency of the support agents.
  • Conduct weekly briefings for senior management detailing KPIs and operational status.
  • Analyze and report on Customer Satisfaction metrics to drive business improvements.
  • Oversee Incident Management processes, prioritizing member firm needs and maintaining SLA compliance.
  • Act as a key stakeholder in IT initiatives, including iPhone/laptop distributions and Windows 11 upgrades firm-wide.

Application/Till Trainer

Zara Belgium
Zaventem
06.2023 - Current
  • Application Trainer for all the retail stores (200) across Belgium and Luxembourg on in-house applications like stock management, enhancing operational efficiency, and commercial management.

Senior Service Desk IT Officer

Deloitte Belgium
Brussels
09.2021 - 06.2023
  • Deliver advanced 2nd level IT support for both hardware and software issues.
  • Manage Azure AD, Active Directory, and SAP as a skilled administrator.
  • Coordinate IT projects for the Belgian Service Desk, ensuring seamless operations.
  • Offer expert support and mentorship to team members, including tailored coaching and training.

IT Assistant-manager

Inditex BeLux
Brussels
03.2018 - 08.2021
  • Acted as deputy to IT Manager, overseeing procurement and invoicing for all hardware across the organization.
  • Provided technical support to 70 office employees and 300 retail outlets, focusing on peripheral devices.
  • Coordinated IT projects for retail store launches and closures, ensuring timely and efficient execution.
  • Spearheaded the implementation and ongoing support of Windows 10 across the firm.
  • Configured and managed network controllers, including Palo Alto, enhancing store connectivity.

Education

Science And Modern Languages -

Onze-LieveVrouwe College
Antwerpen, Antwerp
01.2016

Skills

  • IT Service Management
  • Service Desk Coordination
  • ITIL certified
  • Intune MGMT
  • SAP
  • ServiceNow
  • Budgeting and Forecasting
  • Software Support
  • Incident Management
  • Project Coordination
  • Intune Management
  • Network Configuration (Palo Alto)
  • Hardware Support

Languages

  • English
  • Romanian
  • French
  • Dutch

Certification

  • ITIL Foundation V4

Timeline

IT Operations & Service Desk lead

Deloitte Belgium
06.2023 - Current

Application/Till Trainer

Zara Belgium
06.2023 - Current

Senior Service Desk IT Officer

Deloitte Belgium
09.2021 - 06.2023

IT Assistant-manager

Inditex BeLux
03.2018 - 08.2021

Science And Modern Languages -

Onze-LieveVrouwe College

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Andrew Baranga