Jaouad A. - Second Level Support

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Dietzenbach, Germany

Experience

Jul 2025 - Sep 2025

3 months

Frankfurt, Germany

Second Level Support

Sanofi

Software deployment to notebooks via Active Directory and image installation
Supporting iOS and Android devices, including SIM to eSIM conversion via QR code
Scheduling and setup for employees at first login
Handling tickets in ServiceNow

Mar 2025 - Jul 2025

5 months

Karlsruhe, Germany

IT Support Technician

Atruvia AG

Developed IT solutions for various Volks- und Raiffeisen banks through the Atruvia service portal (ServiceNow)
Optimized homepage sections: navigation, content, and footer design
Acted as the first point of contact for banks and handled support requests
Collaborated with specialized support teams
Participated in meetings on tickets, quality, and statistics

Jan 2025 - Mar 2025

3 months

Hanau, Germany

Second and Third Level Support

Umicore AG & Co. KG

Handled tickets using ServiceNow and HP Service Manager within SLAs
Managed patch management with OTRS Netdisco
Managed clients and user accounts in Active Directory and asset management
Imaged HP devices, deployed software, and delivered them to customers
Assisted users with device setup
Responsible for incidents in second and third level support for Windows 10 and 11

Oct 2024 - Nov 2024

2 months

Mainz, Germany

IT Support Technician

Universitätsmedizin der Johannes Gutenberg-Universität

Disabled BitLocker encryption using admin rights
Encrypted client hard drives across the university clinic with Trellix Drive Encryption
Scheduled encryptions in coordination with doctors
Deployed software via Matrix42

Oct 2023 - Dec 2024

1 year 3 months

Frankfurt, Germany

Project Manager

Infraserv GmbH & Co. Höchst KG

Handled tickets with the Point of Business ticket system
Recorded and tracked incoming incidents within agreed SLAs
Managed iOS and Android devices, converting SIM to eSIM physically or via QR code
Set up custom user settings
Responsible for change management
Managed user data and clients in Active Directory
Imaged notebooks, PCs, and Surface devices
Logged endpoints in Microsoft Configuration Manager
Deployed software partly via Active Directory, partly manually
Provided Microsoft 365 support
Installed Office suites
Scheduled directly with users and delivered hardware
Installed and configured local peripheral devices
Assisted users with device setup and provided basic Office product training
Conducted hardware checks and forwarded devices for repair if needed
Set up HP and Lexmark printers
Wiped printer and client hard drives

Aug 2023 - Oct 2023

3 months

Frankfurt, Germany

IT Support Technician

Universitätsmedizin

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 supplying IT equipment to users
Responsible role in database maintenance as part of IT asset management

Apr 2023 - Aug 2023

5 months

Frankfurt, Germany

First- and Second-Level Support

Horn & Cosifan Computersysteme GmbH

1st & 2nd level phone support using ProCall & Innovaphone
Ticket creation and processing using KIX and OTRS ticketing system
Microsoft 365 support
Installation of Office packages
Extracting BitLocker keys (Microsoft Azure)
Managing user data and clients in Active Directory
Password management using the Netwrix Password Secure tool
Software distribution via Matrix42
Accessing various company servers using WALLIX Access Manager & ASG Remote Desktop
Configuring and activating firewalls on notebooks, PCs, and servers
Monitoring company servers using ZABBIX
Performing simulated ZABBIX functionality tests
Monitoring policy violations and alerts on clients and servers using Sophos Central

Apr 2022 - Mar 2023

1 year

Groß-Gerau, Germany

Project Manager

Kreisverwaltung Groß Gerau

Imaging notebooks and Surface devices
Installing customer software via SCCM and New Boundary Prism Deploy
Managing clients and user accounts via Active Directory
Inventorying end devices using the Helpline ClassicDesk tool
Microsoft 365 support
On-site and remote troubleshooting
Support and setup of mobile clients (iPhones)
Communicating and scheduling appointments directly with users
Installing and configuring local peripherals
BitLocker encryption via Microsoft Azure
Replacing devices and training users
Team meetings and coordination (project management)
Daily activity reports (current project status)
Inventory management (ordering, inventorying, etc.)
Responsible for change management

Apr 2022 - Apr 2022

1 month

Mainz, Germany

IT Support Technician

Biontech

Replacing notebooks, PCs, monitors, printers, etc.
Training 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 & 2nd level phone support
Ticket creation using HP ServiceManager
Advising on Windows 7, 10, and 11 and Office 365
Support in virtual machines (Citrix)
Managing user accounts and clients via 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 clients and distributing software via Active Directory
Inventorying IT hardware
Maintaining Excel spreadsheets
Applying patches to printers and PCs
Installing and setting up PCs, notebooks, and printers

Jul 2020 - Oct 2020

4 months

Frankfurt, Germany

IT Support Technician

MSG Airport Hardware Rollout

Cable management (patching)
Relocating workstations, including across sites
Assembling and disassembling routers and switches
Installing and commissioning routers and switches
Device management via Microsoft Endpoint Manager

Jan 2019 - Aug 2019

8 months

Germany

On-site

Team Lead

Federal Employment Agency

Relocating workstations
Replacing notebooks, PCs, monitors, printers, etc.
Installing software via SCCM
Onsite support
Troubleshooting
Documenting and maintaining inventory lists
Coordinating small teams

Jul 2018 - Nov 2018

5 months

Wiesbaden, Germany

IT Support Technician

R+V Insurance

Setting up notebooks, PCs, and monitors
Testing hardware functionality
Checking network connections
Onboarding users
Installing SIM cards
Restoring backed-up data on new clients

Summary

As a dedicated IT professional, I have many years of experience in onsite support and system administration. I am flexible, self-reliant, and able to work effectively both independently and in a team. Above all, I learn complex technical tasks quickly and approach them in a structured way.