ILYES' CV
Profile summary
Trilingual IT Support Engineer with 10 years of progressive experience delivering technical infrastructure stability and hardware support across the GCC and North Africa. Proficient in managing system administration, Active Directory, and ticketing operations within diverse educational and enterprise environments. Holds ITIL v4 and ChromeOS Professional Administrator certifications with a record of coordinating incident resolution and user services. Dedicated to maintaining operational reliability and supporting organizational technology needs.
Career highlights
Technical Support Operations: Directs on-site IT support operations at a primary school location, managing technical infrastructure stability and hardware and software deployments.
Hardware Troubleshooting and Warranty: Managed hardware troubleshooting and warranty services as part of the Warranty Support Team, directing incident resolution for multiple device types.
System Administration and Security: Administers user accounts, devices, and access permissions using Windows Active Directory and Google Admin Console.
Professional Certifications: Holds ITIL v4 Certified and ChromeOS Professional Administrator Certified credentials supporting technical service delivery and system administration.
Key skills
Professional experience
Directs on-site IT support operations at a primary school location, managing technical infrastructure stability, hardware and software deployments, and cross-site service delivery during peak periods and staff shortages.
- Delivers Level 1 and Level 2 technical support for hardware, software, and network issues across Windows, MacOS, and Linux environments.
- Administers user accounts, devices, and access permissions using Windows Active Directory and Google Admin Console.
- Maintains system availability and resolves service requests through the ManageEngine ticketing system.
- Performs operating system deployment, configuration, patching, and security troubleshooting.
- Creates technical documentation, user guides, and troubleshooting procedures for school staff.
Directed hardware troubleshooting and warranty operations within the support team, overseeing incident resolution for desktops, laptops, servers, and peripheral devices. Collaborated with international units across different regions and time zones while maintaining ITIL v4-aligned incident management processes and documentation.
- Diagnosed hardware faults, performed component-level troubleshooting, and coordinated repairs and replacements with vendors.
- Supported Windows, MacOS, and Linux systems from a hardware and OS-level troubleshooting perspective.
- Logged, tracked, and resolved incidents using the ManageEngine ticketing system, ensuring SLA adherence.
Managed technical support operations for desktop and laptop hardware alongside network connectivity. Maintained operational stability by executing system maintenance, software updates, and data backups across the environment.
- Installed and configured Windows and Linux operating systems, business software applications, and network devices.
- Supported hardware repairs, part replacements, and system upgrades while assisting in network setup and maintenance including routers, switches, cabling, and connectivity testing.
Directed retail technology operations and staff performance, governing daily store activities and technical service workflows. Supervised hardware and software inventory control while consulting walk-in clients on system upgrades and computing solutions.
- Diagnosed and repaired hardware and software issues on Windows, MacOS, and Linux systems and laptops, installing operating systems, drivers, and applications for customer devices.
- Assisted customers with troubleshooting connectivity, performance, and compatibility issues across various computing environments.
Education
Networking and ICT
Computer Science
Certifications
Languages
Arabic · Native
English · Fluent
French · Fluent