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Dietzenbach, Germany

Experience

Jul 2025 - Sep 2025

3 months

Frankfurt, Germany

Second Level Support

Sanofi

Software distribution on notebooks via Active Directory and image installation
Support of iOS and Android devices, including SIM to eSIM conversion via QR code
Scheduling appointments and initial login setup for employees
Ticket handling through ServiceNow

Mar 2025 - Jul 2025

5 months

Karlsruhe, Germany

IT Support Technician

Atruvia AG

Development of IT solutions for various Volks- und Raiffeisen banks through the Atruvia service portal (ServiceNow)
Design optimization of website areas: navigation, content, and footer
First point of contact for banks and handling support requests
Collaboration with specialized support groups
Participation in meetings on tickets, quality, and statistics

Jan 2025 - Mar 2025

3 months

Hanau, Germany

Second and Third Level Support

Umicore AG & Co. KG

Processing tickets using ServiceNow and HP Service Manager within SLAs
Responsible for patch management using Netdisco
Managing clients and user accounts in Active Directory and asset management
Imaging HP devices, followed by software deployment and delivery to the customer
Assisting users with device setup
Handling incidents in second to third level support for Windows 10 and 11

Oct 2024 - Nov 2024

2 months

Mainz, Germany

IT Support Technician

Universitätsmedizin der Johannes Gutenberg-Universität

Disabling BitLocker encryptions using administrative rights
Then encrypting client hard drives across the university hospital using Trellix Drive Encryption
Scheduling encryption sessions with doctors
Software deployments via Matrix42

Oct 2023 - Dec 2024

1 year 3 months

Frankfurt, Germany

Project Manager

Infraserv GmbH & Co. Höchst KG

Handling tickets with the Point of Business ticket system
Logging and tracking incoming incidents within agreed SLAs
Managing iOS and Android devices, converting SIM to eSIM physically or via QR code
Setting up individual user settings
Responsible for change management
Managing user data and clients in Active Directory
Imaging notebooks, PCs, and Surface devices
Recording devices in Microsoft Configuration Manager
Software deployment partly via Active Directory, partly manually
Microsoft 365 support and installation of Office suites
Scheduling with users and delivering hardware
Installing and configuring local peripherals
Providing user support in Office products through training
Performing hardware checks and sending for repair when needed
Setting up HP and Lexmark printers
Wiping printer and client hard drives

Aug 2023 - Oct 2023

3 months

Frankfurt, Germany

IT Support Technician

University Medical Center

Handling and resolving incidents and service requests
Field service support for issues across the entire UKF client infrastructure
Software distribution using Console-five9s
Procuring and providing IT equipment for users
Maintaining the database as part of IT asset management

Apr 2023 - Aug 2023

5 months

Frankfurt, Germany

First and Second Level Support

Horn & Cosifan Computersysteme GmbH

1st and 2nd level telephone support using ProCall and Innovaphone
Creating and handling tickets using KIX and OTRS
Microsoft 365 support and installing Office suites
Retrieving BitLocker keys through Microsoft Azure
Managing user data and clients in Active Directory
Password administration with Netwrix Password Secure
Software distribution via Matrix42
Accessing various company servers using WALLIX Access Manager and ASG Remote Desktop
Configuring and activating firewalls on notebooks, PCs, and servers
Monitoring servers using Zabbix and performing simulated functional tests
Monitoring policy violations and alerts on clients and servers via Sophos Central

Apr 2022 - Mar 2023

1 year

Groß-Gerau, Germany

Project Manager

District Administration Groß-Gerau

Imaging notebooks and Surface devices
Installing customer software via SCCM and New Boundary Prism Deploy
Managing clients and user accounts in Active Directory
Inventory of end devices with Helpline ClassicDesk
MS Office 365 support
Troubleshooting on-site and remotely
Support and setup of mobile clients (iPhones)
Communicating and scheduling appointments with users
Installing and configuring local peripherals
BitLocker encryption via Microsoft Azure
Replacing end devices and instructing users
Team meetings and coordination (project management)
Creating daily activity reports on project status
Inventory management (ordering, inventory)
Responsible for change management

Apr 2022 - Apr 2022

1 month

Mainz, Germany

IT Support Technician

Biontech

Replacing notebooks, PCs, monitors, and printers
Instructing users on new hardware
Migrating user profile data after hardware setup
Checking network connections

Oct 2020 - Mar 2023

2 years 6 months

Frankfurt, Germany

First and Second Level Support

KfW Bank

1st and 2nd level telephone support
Ticket creation with HP ServiceManager
Advising on Windows 7, 10, and 11 as well as Office 365
Support in virtual machines (Citrix)
Managing user accounts and clients in Active Directory
BitLocker recoveries via Azure
Troubleshooting user issues using TeamViewer

Jul 2020 - Oct 2021

1 year 4 months

Bad Vilbel, Germany

IT Support Technician

Citycomp/WT-Systems

Imaging of clients with software distribution via Active Directory
Inventory of IT hardware
Maintaining Excel spreadsheets
Patching printers and PCs
Installing and setting up PCs, notebooks, and printers

Jul 2020 - Oct 2020

4 months

Frankfurt, Germany

IT Support Technician

MSG Flughafen Hardware-Rollout

Cable management and patching
Relocating workstations across multiple sites
Installing and removing routers and switches
Installing and commissioning routers and switches
Device management with Microsoft Endpoint Manager

Jan 2019 - Aug 2019

8 months

Germany

Team Leader

Bundesagentur für Arbeit

Coordinating small teams
Performing workstation relocations
Replacing notebooks, PCs, monitors, and printers
Providing onsite support and troubleshooting
Software installation via SCCM
Documenting and updating inventory lists

Jul 2018 - Nov 2018

5 months

Wiesbaden, Germany

IT Support Technician

R+V Versicherung

Setting up notebooks, PCs, and monitors
Testing hardware functionality
Checking network connections
Onboarding users
Installing SIM cards
Transferring secured data to new clients

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Banking and Finance (2.5 years), Information Technology (2 years), Government and Administration (1.5 years), Chemical (1 year), Healthcare (0.5 years), and Aerospace and Defense (0.5 years).

Banking and Finance

Information Technology

Government and Administration

Chemical

Healthcare

Aerospace and Defense

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Information Technology (6 years), Customer Service (3 years), Project Management (1 year), Quality Assurance (0.5 years), and Operations (0.5 years).

Information Technology

Customer Service

Project Management

Quality Assurance

Operations

Summary

As a dedicated IT professional, I have many years of experience in onsite support and system administration. I am flexible, work independently, and can be effective both on my own and as part of a team. Above all, I learn quickly on complex technical tasks and use a structured approach.

Skills

Hp Service Manager
Serviceware Processes
Otrs
Netdisco
Point Of Business
Matrix42
Active Directory
Mcm
Sccm
New Boundary Prism Deploy
Windows 10 And 11
Microsoft 365
Microsoft Azure
Microsoft Exchange
Citrix Director
Fortinet
Rsa
Ios
Android
Matlab
Cad

Languages

German

Native

Education

Oct 2018 - Present

Darmstadt University of Applied Sciences

Bachelor of Science · Mechanical Engineering · Darmstadt, Germany

Aug 2016 - Jul 2018

Max-Eyth School

High School Diploma (Abitur) · Dreieich, Germany

Profile

Created

October 2025

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Jaouad based?

Jaouad is based in Dietzenbach, Germany and can operate in on-site, hybrid, and remote work models.

What languages does Jaouad speak?

Jaouad speaks the following languages: German (Native).

How many years of experience does Jaouad have?

Jaouad has at least 6 years of experience. During this time, Jaouad has worked in at least 6 different roles and for 14 different companies. The average length of individual experience is 5 months. Note that Jaouad may not have shared all experience and actually has more experience.

What roles would Jaouad be best suited for?

Based on recent experience, Jaouad would be well-suited for roles such as: Second Level Support, IT Support Technician, Second and Third Level Support.

What is Jaouad's latest experience?

Jaouad's most recent position is Second Level Support at Sanofi.

What companies has Jaouad worked for in recent years?

In recent years, Jaouad has worked for Sanofi, Atruvia AG, Umicore AG & Co. KG, Universitätsmedizin der Johannes Gutenberg-Universität, and Infraserv GmbH & Co. Höchst KG.

Which industries is Jaouad most experienced in?

Jaouad is most experienced in industries like Banking and Finance, Information Technology (IT), and Government and Public Administration. Jaouad also has some experience in Chemical, Insurance, and Healthcare.

Which business areas is Jaouad most experienced in?

Jaouad is most experienced in business areas like Information Technology (IT), Customer Service, and Project Management. Jaouad also has some experience in Quality Assurance (QA) and Operations.

Which industries has Jaouad worked in recently?

Jaouad has recently worked in industries like Banking and Finance, Information Technology (IT), and Chemical.

Which business areas has Jaouad worked in recently?

Jaouad has recently worked in business areas like Information Technology (IT), Customer Service, and Project Management.

What is Jaouad's education?

Jaouad holds a Bachelor in Mechanical Engineering from Darmstadt University of Applied Sciences.

What is the availability of Jaouad?

Jaouad is immediately available full-time for suitable projects.

What is the rate of Jaouad?

Jaouad's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.