Mohamed Bakkali

Incident Resolution & Log Analysis: Investigate and resolve complex POS incidents by analyzing system logs, identifying root causes, and implementing corrective actions. Document findings and resolutions in ServiceNow, ensuring traceability for audit and compliance purposes. SLA Management & Follow-up: Ensure all incidents are resolved within defined SLAs (Service Level Agreements), prioritizing tickets based on criticality and business impact. Monitor response and resolution times, escalate as needed, and report SLA performance to project stakeholders. Network & Database Troubleshooting: Diagnose issues with LAN/WAN( Vlan & port security)infrastructure, SQL/Sybase databases, ERP integrations, and Linux-based servers. Collaborate with network teams to validate configurations (Cisco Meraki ) and ensure secure data flows between POS and back-end systems. GRC-Oriented Monitoring: Monitor logs for security anomalies, unauthorized access attempts, and configuration drifts. Contribute to risk identification by documenting recurring issues and proposing preventive controls aligned with ITIL and client security policies. Documentation & Knowledge Management: Maintain detailed documentation in ServiceNow, including incident reports, troubleshooting guides, and configuration records. Use these artifacts to support internal audits and knowledge transfer. Bilingual Support (French/English): Provide expert-level support to Canadian clients in both official languages, ensuring clear communication and alignment with project requirements. Tool Expertise: Leverage LogMeln, Soti Mobicontrol, and ServiceNow for remote support, device management, and ticket tracking, ensuring full visibility and control over the POS environment.

• Level 1/2 user support via ServiceNow, including hardware, software, and network incident resolution. • Administration and monitoring of the IT infrastructure for a production site with over 1,000 employees. • Deployment and configuration of PCs, iPhones/iPads, switches, and Wi-Fi access points (Aruba). • Management of AD accounts and groups, employee onboarding, and offboarding. • Management and monitoring of LAN/VLAN networks, switches, and connectivity. • IT asset management and inventory tracking using OCS Inventory, system image deployment via SCCM. • Maintenance of printers and peripherals (HP, Toshiba, KONICA, Zebra, KODAK). • Management of IT and telephony purchases, coordination with vendors and service providers. • Participation in local and regional IT digitalization and modernization projects ( Move to W11).

GRC-Oriented Log Analysis & Monitoring: Analyzed application and system logs (TMS, GPS units, sensors) to detect security anomalies, unauthorized access attempts, and configuration drifts. Documented findings in JIRA, contributing to risk identification and compliance reporting. JIRA for Audit Trails & Documentation: Managed all L1/L2 support tickets in JIRA, ensuring complete traceability of incidents, resolutions, and changes. Created detailed documentation and runbooks to support internal audits and knowledge transfer, aligning with ITIL and compliance standards. UML Modeling for Process & System Documentation: Used UML (use case, activity, and class diagrams) to model business processes, system interactions, and user workflows. These models supported the documentation of functional requirements, risk assessments, and training materials, enhancing transparency and governance. Support for Java/JEE Transformation: Participated in the migration of TMS components to Java/JEE by contributing to requirement analysis and validation testing. Employed UML diagrams to visualize system behavior and communicate with development teams, ensuring alignment with security and compliance needs. Client Portfolio & Risk Awareness: Supported over 20 major logistics clients, ensuring that solution configurations adhered to contractual and regulatory obligations. Conducted on-site visits to deliver training and gather feedback, which informed risk assessments and process improvements. Pre-Release Validation & Security Checks: Performed validation testing on demo environments before version upgrades, focusing on security vulnerabilities and compliance gaps. Documented results and recommended controls. IoT Device Integration & Compliance: Configured and maintained connected devices (GPS, sensors), verifying that data flows met privacy and security policies. Ensured hardware configurations complied with internal standards.

GRC Analysis & Support: Assisted in identifying and evaluating IT risks, contributed to the development and enforcement of security policies, and supported internal compliance reviews (encryption standards, patch management, access controls). IT Infrastructure Administration: Monitored and maintained the IT environment for a production site with 1,000+ users, ensuring alignment with security baselines and operational requirements. Microsoft Services Management: Administered Active Directory, GPO , Logs Analysis ,DHCP, and other services, with a focus on access governance and privilege management. Incident & Request Handling: Managed Level 1 & Level 2 support tickets, with attention to security-related issues and compliance with incident response procedures. Software Deployment & Updates: Orchestrated network-wide software deployments and ensured timely OS and tool updates to mitigate vulnerabilities. Security & Compliance Implementation: Participated in hardening the IT environment through encryption, configuration reviews, and adherence to internal security standards. Project Support for Production Setup: Collaborated on setting up systems, networks, telephony, and security prerequisites for new projects, ensuring GRC requirements were integrated from the start. Multi-vendor Hardware Exposure: Worked with Dell, HP, Lenovo, Cisco (Meraki/Catalyst), and Fortinet equipment, gaining insight into secure hardware configuration and network security. This experience strengthened my ability to bridge technical IT operations with governance and compliance objectives, and deepened my interest in pursuing a career in GRC.

HA Cluster Design & Deployment: Analyzed business continuity needs, assessed failure risks, and implemented a high-availability solution to ensure critical service resilience. Documented configurations and disaster recovery procedures with auditability in mind. Network Infrastructure Security: Participated in the installation and configuration of network equipment (routers, Hikvision PoE switches, access points) applying security policies (segmentation, access control, encryption) and adhering to industry best practices. Video Surveillance Systems Implementation: Integrated physical security solutions while ensuring compliance with legal requirements and internal data protection standards. Incident Support & Resolution: Diagnosed and resolved hardware/software issues (formatting, reinstallation) with traceability of actions and adherence to ITIL procedures (incident and problem management). Virtualization & Service Administration: Managed virtualized environments and Microsoft 365 services, ensuring updates, hardening, and configuration compliance. Documentation & Knowledge Transfer: Wrote technical procedures and operational guides, contributing to knowledge capitalization and continuous improvement of the information security management system (ISMS).