D J O
@djo
IT Support Specialist with 6+ years in ERP and M365 administration.
TunisiaWhat I'm looking for
I am an IT Support Specialist with over six years' experience delivering L1/L2 technical support across hardware, software, and network systems for multinational environments.
I have strong expertise in ERP troubleshooting, M365 administration (Azure AD / MS EntraID), VPNs, and cloud migrations, and I managed onboarding and configuration for Azure cloud networks.
I maintain structured documentation in ticketing systems, authored knowledge base articles, and ran training and mentorship programs that improved user satisfaction.
I collaborate effectively with cross-functional teams (Engineering, HR, Product, Procurement) and focus on process optimization, knowledge sharing, and reliable end-user service.
Experience
Work history, roles, and key accomplishments
IT Support Officer
Mantu Group/Amaris Consulting
Mar 2022 - Jul 2025 (3 years 4 months)
Provided L1/L2 ERP and M365 support for multinational employees, reducing incident resolution times and improving user satisfaction through documentation, training, and mentorship. Managed onboarding, Azure migrations, VPN and license administration, and coordinated escalations across IT teams.
CODiagnosed software and hardware issues for a global computer manufacturer across phone, email, and chat channels, escalating critical issues and advising customers on compatibility and purchasing decisions. Improved first-contact resolution through effective triage and vendor coordination.
TEProvided L1/L2 ISP support for xDSL, FTTx and IPTV customers, handling inbound/outbound contacts, hardware upgrades, and escalations through the SAV ticketing system while supporting retention and upsell initiatives.
Education
Degrees, certifications, and relevant coursework
Institut Supérieur des Langues de Tunis
Undergraduate Studies, Languages
2014 - 2018
Undertook undergraduate studies at ISLT (Institut Supérieur des Langues de Tunis); studies were interrupted before completion.
Lycée Secondaire de la Soukra
Baccalaureate, Secondary Education
2013 - 2014
Completed secondary education at Lycée Secondaire de la Soukra, obtaining the Baccalaureate in 2014.
Tech stack
Software and tools used professionally
Availability
Location
TunisiaAuthorized to work in
Job categories
Skills
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