Idriss MOUNHIJ mounhijidriss@gmail.
com +212 6 07 75 65 17
IT Support
Resume
With over Four years in the IT sector, I bring extensive expertise in systems and network
operations. My background spans both telecom and animation IT fields, fostering a diverse
skill set. Adept in analyzing complex technical challenges, I demonstrate a robust technical
acumen. Excelling in managing intricate situations, I am committed to refined methodologies
and possess a track record of effective resolution for multifaceted IT issues, coupled with
optimal end-user support.
Technical skills
• Server Administration 2003/2019 server: Active Directory / DNS / DHCP/Synology
NAS/Raid...
• Active Directory (GPOs, AD Sites, Replication Topology, and native AD troubleshooting
tools)
• Containerization & Orchestration: Kubernetes (K8s), Docker
• Monitoring networks and systems (Solarwinds, Centreon and Nagios)
• Gap analyse / ITIL
• Troubleshooting and maintenance of computer networks.
Soft Skills
• Team spirit
• Risk Analysis
• Autonomy
Education & Training
- Bachelor in Systems, Networks and Computer Science – 2019/2021 – High school
of technology in SAFI
- Masters in management information systems – 2022/2024 - SUPINFO
Certifications
- Iso 27001 – Intelcia
- Network Security Expert (NSE) – Fortinet
- Objectif IPv6 – MOOC France University Numérique
- Splunk – Scheduling Reports & Alerts
- Az-104 Administration – AZURE
Languages
• French : Fluent
• English : Fluent
• Flemish : Basic
Experiences
Idriss MOUNHIJ mounhijidriss@gmail.com +212 6 07 75 65 17
Devalt Sphere IT SUPPORT L2 03/2023–NOW
Main Tasks:
-Provided second-line support for hardware and software incidents on Windows-based
workstations and enterprise systems (Windows 10/11, Office 2016/365, Teams, Outlook).
-Diagnosed and resolved complex technical issues escalated from Level 1, ensuring timely
resolution within SLA.
-Delivered support for mobile devices (iOS – iPhone/iPad), including email configuration, app
troubleshooting, and MDM policy compliance.
-Managed on-site installations, upgrades, relocations, and decommissioning of end-user
equipment such as desktops, laptops, docking stations, local printers, and scanners.
-Supported local and network printer systems, including driver configuration, network queue
setup, and basic hardware maintenance.
-Maintained accurate hardware inventory: received materials, prepared devices for deployment,
documented asset assignments, and ensured inventory integrity.
-Monitored and documented support activities using ITSM tools (e.g., ServiceNow, GLPI),
following ITIL practices for incident, problem, and service request management.
-Participated in knowledge base maintenance and continuous improvement of support
documentation and procedures.
-Delivered exceptional customer service by actively listening, communicating effectively, and
ensuring end-user satisfaction.
-Provided remote and on-site support for over 400 users in an enterprise environment,
collaborating with cross-functional teams to resolve systemic issues.
-Ensured compliance with company policies and security protocols during troubleshooting and
configuration tasks.
-Contributed to KPI and dashboard reporting for ticket resolution performance and support
efficiency.
-Creating, updating, and deleting user accounts and roles in the database.
-Configuring permissions to ensure secure and appropriate access to database resources.
-Implementing and auditing security measures, such as encryption and firewall configurations, to
safeguard sensitive data.
-Installing and configuring NAS devices (Synology, Dell EMC, HPE and TrueNas).
-Setting up RAID configurations for data redundancy and performance.
-DHCP, DNS, FTP, IIS, Hyper-V, Active Directory
-implementaion of GLPI, Zabbix, Nagios, PDQ, ultra vnc.
- Ensure the management, configuration, installation, and maintenance of computer equipment
(computer stations, peripherals).
- Document technical procedures, guidelines, and troubleshooting steps for reference purposes.
-Diagnosing and resolving network-related issues, including Wi-Fi connectivity and VPN
problems.
-Managed and troubleshot Kubernetes clusters in both on-prem and cloud environments.
-Provided Level 2/3 technical support for system outages, minimizing downtime through efficient
root cause analysis.
-Maintained and optimized CentOs and Ubuntu, implementing security patches and updates.
-Configuring IP settings and managing DNS and DHCP issues.
-Ensuring compliance with security policies by enforcing password policies and screen lock
settings.
Idriss MOUNHIJ mounhijidriss@gmail.com +212 6 07 75 65 17
-Deployed and managed KVM and VMware vSphere environments, optimizing performance for
over 50 VMs.
-Managing and updating antivirus software.
-Providing guidance to users on operating system features and best practices.
-Assisting with basic troubleshooting and usage of productivity tools like Microsoft Office.
Intelcia IT Solutions Operational Support – NOC 10/2022 – 03/2023
Main tasks :
-Supervision of network platforms, system and security
- Taking calls in French or English for clients
- Messaging management
- Qualification of tickets received and request for diagnosis if necessary
- Management of weekly and monthly network KPIs
- Third-party management
- Incident handling
Request management:
- Assistance with the use and updating of software
- Manage user accounts (unblocking accounts, troubleshooting, solving messaging and office
issues, managing devices, etc.)
Coordination:
- Participate in skills transfers for new recruits or as part of a process of reversibility.
- Provide customer reports.
Technologies: Network: Routers, Switches / System: Linux (CentOS, REDHAT, Ubuntu), Windows.
/Virtualization: VMware, Citrix, Hyper-V, Amazon Workspace /Telephony: Avaya, IP Telephony/
Remote : Teamviewer
Industrulec sarl IT support L1 07/2021 – 10/2022
Main Tasks :
-Maintaining computer networks and systems including software, mainframes, VPNs, routers and
other physical hardware.
-Installing and configuring network equipment to update or fix hardware or software issues
Updating virus protection software to keep data and communications protected.
-Monitoring computer systems to improve network performance for computer systems and
networks
Communicating networking issues to other employees and management, especially in training
new users.
- Troubleshoot issues and outages - Ensure security through access controls, backups and
firewalls
Idriss MOUNHIJ mounhijidriss@gmail.com +212 6 07 75 65 17
- Upgrade systems with new releases and models - Develop expertise to train staff on new
technologies
- Build an internal wiki with technical documentation, manuals and IT policies Team Tasks -
Contributed to the startup of the IT infrastructure.
- Installation of network cabling and surveillance camera - Cisco / Hirschman management and
configuration - Put new applications into production: analyses, tests, piloting - Assist on new IT
projects to implement
-Fixing software and hardware configuration issues for users on-demand or from inspection of
the systems.
Technologies & Skills : Firewalls: Fortinet, Zscaler \ Network : Cisco, zyxel, Solarwinds, centreon. \
Cloud : AWS, Azure ADMaintaining computer networks and systems including software,
mainframes, VPNs and routers
Industrulec sarl Network Administrator (intern) 05/2021 – 07/2021
-Maintaining computer networks and systems including software, mainframes, VPNs, routers and
other physical hardware.
-Installing and configuring network equipment to update or fix hardware or software issues
Updating virus protection software to keep data and communications protected.
-Monitoring computer systems to improve network performance for computer systems and
networks
- Build an internal wiki with technical documentation, manuals and IT policies Team Tasks -
Contributed to the startup of the IT infrastructure.
