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Mohamed Soumah

@mohamedsoumah

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Experienced IT Support / Application & Systems Engineer. I do have python certifications.

Belgium

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What I'm looking for

I seek hands-on roles in supportive, ITIL-driven teams where I can manage systems, resolve incidents, improve infrastructure and grow into broader infrastructure or network responsibilities.

I am an IT Support and Systems Engineer with seven years of hands-on experience in 1st and 2nd line support, onsite and remote troubleshooting, and systems administration across Windows, MacOS and Linux environments.

I have delivered technical support and project work for clients including BMW, INEOS, Elia, Amplifon, Toyota Motor Europe and Ici Paris XL, handling Office 365, Active Directory, Exchange, Azure/Intune, backups and ticketing systems such as ServiceNow, TopDesk and Zendesk.

My strengths include network and device installation and troubleshooting (Cisco Meraki, TP-Link, VoIP systems), PC staging and deployment (SCCM), SQL basics, and using remote management tools like Datto RMM, Kaseya and TeamViewer to resolve incidents at scale.

I work fluently in Dutch, French and English, follow ITIL methodology, create documentation and knowledge bases, and take ownership of recurring problems to improve operational stability and end-user experience.

Experience

Work history, roles, and key accomplishments

IT Service Desk Engineer

Zetes People ID / Thales

Aug 2024 - Feb 2025 (6 months)

Provided 1st/2nd line support for eGate/kiosk security and MS Office 365, installing and configuring Windows and Cisco applications while creating knowledge base articles and resolving tickets via ServiceNow and Jira.

Windows Cisco Office 365 ServiceNow Jira Kiosk EGate Support Backup Troubleshooting

1st / 2nd Line IT Technician

BMW (via Xelor Beecom)

Feb 2024 - Apr 2024 (2 months)

Delivered 1st/2nd line support for ~3,000–3,400 users, troubleshooting NetIQ authentication, TeamViewer and Windows issues and resolving incidents via Zendesk and phone.

Windows NetIQ TeamViewer Zendesk Active Directory Troubleshooting Ticketing

IT Service Desk Engineer

INEOS

Feb 2023 - Jan 2024 (11 months)

Provided 1st/2nd line support resolving Office 365, Exchange and endpoint issues, managed tickets via ServiceNow/TopDesk and performed Windows installs and user account administration in Azure/Intune.

Office 365 Exchange ServiceNow TopDesk Azure Intune Windows PowerShell Active Directory

Backup / IT Service Desk (Part Time)

Elia

Dec 2022 - May 2023 (5 months)

Provided 1st/2nd line support two days/week, handling Office 365, Exchange, SharePoint, Azure and user tickets while resolving remote and on-site incidents.

Office 365 Exchange SharePoint Azure Intune Service Desk Troubleshooting

IT Field Service / System Engineer

Vanas Engineering

Feb 2022 - Sep 2022 (7 months)

Installed and supported Vanas software and SQL servers, performed onsite PC configuration and store deployments, and handled customer tickets via Salesforce.

SQL Server Software Deployment Onsite Support Windows Salesforce Troubleshooting PC Staging

Service Desk / System Engineer

Malta Belgium NV Care Solutions

Jan 2022 - Mar 2022 (2 months)

Managed Care Solutions deployments and SQL server tasks, performed Office 365 and Azure administration, and handled tickets via AutoTask for customer incidents and restorations.

SQL Server Office 365 Azure Service Desk Troubleshooting

IT Support / System Engineer

ANANKEI (Consulting Office)

Jul 2021 - Jan 2022 (6 months)

Delivered IT support and system engineering for projects including Cisco Meraki and TP-Link installations and Windows 10 SCCM deployments for Toyota and Amplifon store rollouts.

Cisco Meraki TP Link SCCM Windows 10 PC Staging ServiceNow Onsite Support

ICT Helpdesk / Local IT Support

ETS A Pasquasy NV

Jun 2018 - Jul 2021 (3 years 1 month)

Provided first and second line support for retail stores, managing Office 365, Exchange, AD, Intune, Datto RMM and Kaseya while performing hardware repairs, server and network troubleshooting.

Office 365 Active Directory Intune Datto RMM Windows Hardware