IT Support Specialist - L2 Helpdesk Experience

Amine AMIKADDOUR

*****.**********@*******.***

+212*********

SUMMARY

A passionate IT professional with 8 years of experience as a Helpdesk Technician and Level 2 IT support technician. My diverse background reflects my ability to excel in demanding technical environments. My technical background, combined with my passion for meeting challenges, constitutes a significant added value for the IT department and the company,

SKILLS

● Strong user support orientation

● Office 365

● SaleForce

● Ticketing systems:GLPI, ServiceNow, Jira

● Microsoft Office support (Outlook, Excel, Teams…)

● Privileged Access Management (PAM)

● Active Directory (password reset, user creation…)

● Tools:Active Directory, Azure AD, Okta

● Clear technical documentation

● Team collaboration

● Time and priority management

● Professional communication (written and verbal)

● Remote support:AnyDesk, TeamViewer, RDP

EXPERIENCE

IT Consultant L2

INTM Méditerranée (Casablanca, Morocco)

February 2012 - Present

● Manage user access requests (create, modify, remove) through IAM systems

● Ensure enforcement of security and compliance policies (roles, access rights)

● Troubleshoot identity and access management issues (Level 2 support)

● Handle user onboarding and offboarding processes

● Collaborate with IT and security teams to analyze and validate access needs

● Maintain documentation and update knowledge base articles

● Work with IAM tools such as Azure AD, Okta,

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Helpdesk

Tecta (El Jadida, Morocco)

June 2016 - January 2022

● Provide Level 1/2 technical support to users (onsite and remote)

● Troubleshoot hardware, software, and basic network issues

● Install, configure, and maintain desktops, printers, and other peripherals

● Manage user accounts (creation, lockouts, password resets).

● Document issues and resolutions in the ticketing system (ServiceNow)

● Escalate unresolved issues to higher support levelsFollow IT security policies and internal procedures

● Assist users with office tools (MS Office, Outlook, Teams, etc.).

● Participate in software updates and OS installations EDUCATION

Technician specializing in computer network technique OFPPT

2012-2015, Casablanca, Morocco

Bachelor of Science

Lycé Ibn El Haytham

2011-2012, Casablanca, Morocco

CERTIFICATIONS, PROJECTS and VOLUNTEERISM

● Cisco Networking Academy – CCNA

• CCNA 1: Introduction to Networks

• CCNA 2: Switching, Routing and Wireless Essentials

• CCNA 3: Enterprise Networking, Security, and Automation

• CCNA 4: Connecting Networks

LANGUAGES

• Arabic: Advanced (native speaker)

• French: Advanced (professional level)

• English: Intermediate

• Spanish: Beginner

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