Sofiane ELMAGROUD

MECM: recognized as the company’s expert and primary point of contact for managing the MECM infrastructure (1600 Distribution Points, 10,000+ endpoints,), covering application deployments, Windows Updates, OS Deployment, packaging, advanced troubleshooting, and major upgrades (MECM site, clients, and SQL backend). Microsoft Cloud: daily administration of Azure AD, O365, Exchange Online, Intune, Teams, and SharePoint ensuring a reliable and secure collaborative environment. PowerShell Automation: designed, industrialized, and published critical scripts to automate key processes (Azure AD, O365, MECM, CyberArk, VMware VCF, Exchange, DNS, etc.), significantly reducing operational delays and eliminating human errors. Advanced Administration: recognized as the main owner of GPO management across the enterprise (IT and store environments), ensuring compliance, stability, and reliability of Windows environments. On-Call Support: participated in periodic 24/7 on-call rotations, managing critical incidents proactively and reactively to maintain system and service availability. Incident Management: handled and resolved ServiceNow tickets across a wide range of technical issues (from routine to highly complex), ensuring efficient troubleshooting and clear communication with users and stakeholders.

• MECM: managed deployments for thousands of endpoints, including application packaging, OS deployment via Task Sequences, patch management (WSUS/SUP), hardware and software inventory, and advanced troubleshooting to ensure compliance and stability. • Deployed, administered, and maintained the company's infrastructure, including Microsoft Windows Server, Microsoft Hyper-V, Vmware, and NUTANIX. • Ensured business continuity for all systems using Veeam and Veritas NetBackup. • Managed NAS, SAN, and vSAN storage infrastructure: HP, DELL, and NUTANIX HCI. • Administered the email system based on Microsoft Exchange Server. • Ensured the smooth operation of the entire company's network infrastructure: Switches, Routers, Cisco NextGeneration and ForcePoint firewalls, VPN, load balancer, Wi-Fi network, cabling-related issues, etc. • Contributed to the development of telecommunication network architecture and validated technical feasibility. • Manage/Support workstations: handling helpdesk tickets (IT ticketing system using ITSM platforms based on ITIL), providing IT support, assistance, and user training. • Provided technical support for the proper functioning of the IT equipment: computers, tablets, IP telephony, network printers/copiers, optical scanner, and others. • Collaborated closely with users to assist them in resolving application-related issues and ensured follow-up on incidents until their resolution. • Ensure secure access to shared IT resources by assigning appropriate rights and permissions to users. • Inventory of IT equipment (active hardware). • Prepared technical documentation for the company, including installation and deployment procedures for new solutions, incident reports, and detailed technical problem resolution reports.

• Administration and maintenance of the Datastream Infor ERP, ensuring high system availability on Oracle databases. • Provide technical support to users: handling helpdesk tickets. • Inject PL/SQL scripts into the core of the ERP to customize the system according to users' needs: custom reports, statements, KPI indicators.

Setting up, configuring, and testing Cisco Unity, Unity Express, Call Manager, Call Manager Express, IEX and NICE systems, 2800 and 3800 series routers, POE (2960, 3750, Catalyst Express) Switches and UC500 series voice gateways, Cisco Voice features on IOS Routers & Gateways: ISDN, FXS, FXO. Design, installation and support of telephony and contact center services including applications, hardware, and converged solutions. Provides troubleshooting, operational, administrative and implementation support to telephone lines, hand sets and PBX. Network and application troubleshooting.

Install, setup, configure and maintain multi-protocol Cisco routers, switches, firewalls, VPN, bridges and gateways, communication servers and other network devices. Troubleshoot and solve complex network related issues, performs network monitoring, analysis and troubleshooting. Providing software support. Monitoring network links, assessing the impact of systems on network performance, investigating reported performance issues. Setup and fixing equipment: firewalls, routers, switches, servers, PCs and printers.