Dilhan Alexandre Sen
@dilhanalexandresen
L2 IT Operations Engineer at Tessenderlo Group handling escalated incidents and access management, growing toward system and cloud administration.
BelgiumWhat I'm looking for
At Tessenderlo Group, I handle escalated incidents, service requests, and change requests as an L2 IT Operations Engineer. My work includes TOPdesk follow-up, endpoint support, access management, and onboarding and offboarding processes.
At the European Parliament, I provided escalated L2 support for VIP users and executives, coordinating complex incidents and addressing advanced infrastructure and endpoint issues. I worked with Active Directory, Exchange, Cisco AnyConnect VPN, RSA SecurID, and SCCM.
At Canon EMEA, I managed advanced service requests, user accounts, and access rights, and supported Microsoft Office administration and remote troubleshooting. Earlier, as an IT Infrastructure Intern at skydoo GmbH, I assisted with hardware provisioning, system installations, and basic network troubleshooting.
Outside work, I administer a Proxmox VE home lab with isolated networks, Pi-hole DNS, Cloudflare Tunnels, and containerized applications. I hold ITIL 4 Foundation and Azure Fundamentals (AZ-900) certifications and am pursuing a Bachelor’s degree in Computer Science – Application Development at EPHEC.
Experience
Work history, roles, and key accomplishments
L2 IT Operations Engineer - Tessenderlo Group (Service Management Office)
Jun 2023 - Present (3 years 4 months)
As an L2 IT Operations Engineer, I support enterprise IT operations by handling escalated incidents, service requests and change requests within an ITSM environment.
My work includes TOPdesk follow-up, endpoint support, access management, onboarding/offboarding processes, technical troubleshooting, documentation, and coordination with infrastructure, hosting, network, security and application te
L2 VIP Support Engineer & Escalation Coordinator
Jul 2021 - Jun 2023 (1 year 11 months)
Provided escalated L2 technical support and coordinated complex incident management for VIP users and executives in a high-demand institutional environment. Acted as the primary escalation point, ensuring strict SLA alignment and stepping in after initial triage to resolve advanced infrastructure and endpoint issues.
My technical responsibilities included:
🔹 Secure Access & Networking: Managed co
Managed advanced IT service requests, user account governance, and access rights in a multilingual environment (French, English, Spanish).
Executed technical analysis and remote troubleshooting for escalated tickets before routing to specialized L3 infrastructure teams.
Supported Microsoft Office administration, Active Directory account/group management, remote access configurations.
Assisted with hardware provisioning, system installations, and basic network troubleshooting.
Education
Degrees, certifications, and relevant coursework
EPHEC
Computer/Information Technology Administration and Management
2024 - 2028
Currently pursuing a Bachelor’s degree in Computer Science – Application Development at EPHEC, a 4-year evening programme focused on software development, systems analysis, databases, operating systems, networking fundamentals, web development, project management, and network administration/security.
This academic path strengthens my technical foundation in programming, system logic, databases, ne
Microsoft
Microsoft Certified : Azure Fundamentals
Mar 2023
AXELOS Global Best Practice
ITIL® Foundation
Nov 2022
Institut Roger Guilbert
CESS, General Studies
2020 - 2021
Obtained the Certificate of Higher Secondary Education (CESS) through adult evening classes.
F.I.J. Saint-Gilles
IT Technician, Computer/Information Technology Administration and Management
2017 - 2018
Technical training in PC, systems and network support, covering hardware assembly, Windows/Linux configuration, scripting basics, user and rights management, troubleshooting, network maintenance, backups, software updates and basic network security.
This training contributed to my technical foundation for IT operations, infrastructure support and future System Administrator responsibilities.
PeopleCert
ITIL Foundation Certificate in IT Service Management
Dec 2018
Tech stack
Software and tools used professionally
Availability
Location
BelgiumAuthorized to work in
Salary expectations
Social media
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