Chaoui Soufiane
Anderlecht
Overview
14
14
years of professional experience
Work History
Technical Trainer
Netcompany for EU COMMISSION
01.2024 - Current
- Train L1 & L2 agents on IT tools, procedures, and ServiceNow. Create documentation, deliver workshops, and ensure process compliance. Update and maintain ServiceNow categories, templates, and knowledge base.
Service Desk
Netcompany for EU COMMISSION
01.2023 - 01.2024
- Second level of support for L1 SD. Direct relation with Expert Team and above. Analysis of unsolved incidents and advanced troubleshoot. Diagnosis and escalation when necessary.
L1 Service Desk
Netcompany for EU COMMISSION
01.2023
- TLog incidents, categorise and prioritise incidents, diagnose and resolve. Escalate when necessary. Mainly office 365 related. Active directory and SMT.
ADMINISTRATIVE ASSISTANT
Municipality of schaerbeek
01.2021 - 01.2023
- Receive phone calls or greet the public, sort and classify files, manage the departures and arrivals of mail, enter data
L1 HELPDESK ADVISOR
IPG GROUP for VOO
01.2017 - 01.2018
- Responsible for the first line for VOO. Ticket tracking, frontline problem solving, responsiveness and profitability
IT SHOP MANAGER
DropStore ( MISTER GENIUS )
01.2014 - 01.2016
- Store opening and closing, accounting management, stock management, repair support, customer portfolio management
IT TECHNICIAN
Pro-Line Computer
01.2012 - 01.2014
- Customer support, ticket tracking from creation to resolution, home and business troubleshooting
Education
CERTIFICAT DE L'ENSEIGNEUR SECONDAIRE INFÉRIEUR - undefined
Institut Saint Joseph
Skills
- M365
- WIN10-11
- LINUX
- ServiceNow
- Strong communication skills
- Team collaboration
- Time management
- Solution Driven
- Leadership abilities
- Efficiency focus
- Active Directory
- Azure AD
- SCCM / Intune
- Remote tools (RDP, AnyDesk, Teams RC)
- Office 365 Admin Center
Languages
English
French
Dutch
Personal Information
- Title: IT SPECIALIST
- Date of Birth: 18/11/1993
Timeline
Technical Trainer
Netcompany for EU COMMISSION
01.2024 - Current
Service Desk
Netcompany for EU COMMISSION
01.2023 - 01.2024
L1 Service Desk
Netcompany for EU COMMISSION
01.2023
ADMINISTRATIVE ASSISTANT
Municipality of schaerbeek
01.2021 - 01.2023
L1 HELPDESK ADVISOR
IPG GROUP for VOO
01.2017 - 01.2018
IT SHOP MANAGER
DropStore ( MISTER GENIUS )
01.2014 - 01.2016
IT TECHNICIAN
Pro-Line Computer
01.2012 - 01.2014
CERTIFICAT DE L'ENSEIGNEUR SECONDAIRE INFÉRIEUR - undefined
Institut Saint Joseph
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