Soufiane El Haloui

As an M365 L2 Engineer, I manage technical support issues related to M365 via various communication channels. My responsibilities include troubleshooting mail flow issues, managing licenses, and ensuring compliance with policies like eDiscovery and DLP. I also support migrations from on-prem to M365 and handle post-migration challenges.

In my role as a Senior IT Analyst, I managed user accounts via Active Directory and logged tickets using Zendesk and Freshdesk. I was responsible for incident management, ensuring all faults were resolved within SLA, and producing documentation for incident protocols.

As an IT Technical Support specialist, I handled incoming calls and emails from users, translated requirements into designs, and managed incidents for M2M companies. My role involved designing network schemes and ensuring effective problem management.

Bachelor's Degree in Physics and Chemistry, focusing on the fundamental principles of physics and chemistry, including laboratory techniques and theoretical concepts.

Completed ITIL V4 training, gaining knowledge in IT service management best practices and frameworks.

Achieved M365 certification, demonstrating proficiency in Microsoft 365 products and services.