Jaouad Azzaui

Second Level Support

Jaouad Azzaui
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

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

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