Ioannis Giannakouris

Managed IT operations for retail teleworking, POS, and network infrastructure services supporting 24/7 engineering and service continuity. Led IT team coordination, resource planning, and operational scheduling, working closely with project managers to prepare and deliver infrastructure projects. Managed network capacity planning, infrastructure maintenance, and POS/PIN payment automation systems, ensuring secure and reliable operations.

Supported network migrations, device updates, and firmware maintenance across multi-vendor environments including HPE/Aruba (2530, 2930F), Juniper EX Series, Netgear ProSAFE, TP-Link JetStream, Ubiquiti UniFi, Dell PowerSwitch, Extreme X Series, Huawei CloudEngine, MikroTik CRS/CSS, and DrayTek VigorSwitch.

Coordinated remote and on-site technical support, client deployments, IT service management, and SLA monitoring, focusing on high availability, security, and infrastructure performance optimization.

• Managed global hybrid and remote
• IT operations for Amsterdam location, overseeing Cisco Nexus, Catalyst, and Aruba networks with IP, DHCP, DNS, VLAN, and firewall configurations.
• Supported and troubleshot remote devices, including EPOS systems, Zebra printers, lab and automation tools, ensuring seamless connectivity and integration with Azure cloud and Microsoft 365.
• Automated routine tasks with PowerShell, coordinated ServiceNow workflows for incident resolution and SLA compliance, and implemented SD-WAN, solutions to optimize network performance and reliability for distributed teams.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Installed, configured and maintained computer systems and network connections.
• Used ticketing systems to manage and process support actions and requests.

• Led hybrid IT infrastructure and migration projects across 98+ retail locations, supporting high-availability business operations. Managed Cisco Nexus and Catalyst switching infrastructure, Aruba wireless networks, and VLAN, routing, DNS, and DHCP configurations. Delivered infrastructure integration for EPOS systems, Zebra devices, robotics, and automation solutions connected to Microsoft Azure cloud and Microsoft 365 environments. Implemented SD-WAN deployments, performed network monitoring, failover testing, and fault resolution to ensure reliable connectivity for retail and remote teams. Supported firewall management, security configurations, and connectivity optimization.
  Automated operational workflows using PowerShell and Ansible, and supported DevOps and version control processes using GIT and GitLab. Worked across Windows, Windows Server, and RedHat Linux environments, supporting container and cloud workloads including OpenShift. Utilized monitoring platforms such as Dynatrace and Zabbix for infrastructure performance monitoring.
  Performed on-site and remote troubleshooting, router and switch installation and configuration (including DrayTek migrations and upgrades), and provided ITSM support using ServiceNow for incident management and SLA compliance.

• IT Project Coordinator / Senior Lead Engineer – Laboratory & R&D Infrastructure
• IFF (International Flavors & Fragrances) – Hilversum, Netherlands
• Coordinated IT operations and infrastructure for a leading laboratory specializing in fragrances and flavors, ensuring high availability and strict GxP compliance. Directed IT migration projects, robotics integration, and automation initiatives across R&D labs, optimizing productivity and regulatory adherence.
• Coordinated stakeholders, reports, and ServiceNow CHG tickets, ensuring timely resolution and transparent communication.
• Led and facilitated workshops to capture stakeholder needs and expectations, aligning business goals with technical solutions.
• Conducted fit-gap analyses to ensure system capabilities met business requirements.
• Prioritized product backlogs and clearly communicated technical priorities to development teams.
• Reviewed and approved technical and validation documentation in compliance with GxP standards.
• Directed network upgrades (Cisco Nexus, Catalyst, Aruba, SD-WAN), VLAN segmentation, Wi-Fi deployments, and firewall configurations for secure laboratory networks.
• Oversaw Hyper-V clusters, VMware environments, Azure, AWS infrastructure, and performed failover testing to maintain business continuity.
• Implemented and maintained Zebra label printers, EPOS systems, lab instruments (GC-MS, HPLC, balances, LIMS, MES, ELN, CDS), integrating them with ERP and IT ecosystems.
• Supported SAP ERP integration for lab operations, inventory management, and compliance workflows.
• Delivered remote and on-site IT support for printers, robotics, automation devices, and laboratory systems.
• Used ServiceNow, TopDesk, Jira, and Confluence for SLA tracking, incident management, and ITSM workflows.
• Key Skills & Tools: Cisco (Nexus, Catalyst, ASA), Aruba, SD-WAN, VLAN, DHCP, DNS, Routing, Firewalls, Hyper-V, VMware, Azure, AWS, SAP, LIMS, MES, ELN, CDS, Robotics, Zebra Printers, Lab Automation, GxP Compliance

• As an IT Engineer in the EAME Champs Team, I served as a Process Engineer and led IT business projects, working remotely across various project methodologies including ITIL, Scrum, and Prince2. I effectively coordinated 3rd level technical teams to provide comprehensive offshore and onsite tech support, driving the resolution of complex incidents and escalations across platforms such as SNOW (ServiceNow), AWS, IRIS, and JEDIS. I took ownership of IT ServiceNow, managing 2nd Level IT support and analyzing IT issues for VIP clients across the EAME region. I spearheaded Windows, iTunes, and network infrastructure migrations involving Aruba and Cisco, collaborating with external vendors to ensure seamless IDF rack migrations and minimize downtime during VLAN and Wi-Fi transitions. I also managed IT to IT platform requests, supported MLL laptop requests for external lab software engineers, and administered REQ & INC in the ServiceNow database. Additionally, I calculated new equipment requirements and oversaw the budgeting and procurement of new hardware and office setups for various departments.

• I managed stakeholder engagement and ensured GxP compliance for regulated systems, while delivering L2 support across EAME, resolving VIP incidents and service requests via ServiceNow. I administered Azure and Active Directory, handling user management, RBAC, group policies, and identity governance. I led Windows workload and network infrastructure migrations (Cisco, Aruba) to Azure-connected environments, including IDF rack upgrades and VLAN/Wi-Fi transitions. Additionally, I supported Azure-enrolled MLL laptops, integrated Azure DevOps into the SDLC, and oversaw budgeting for cloud-enabled equipment and departmental setups.

• I led IT ServiceNow initiatives, coordinating with 2nd Line Support and resolving EAME IT issues for VIP clients, while integrating Azure Monitor and workflows to streamline incident management. I managed the migration of Windows workloads and network infrastructure, including Cisco and Aruba technologies, ensuring smooth transitions to Azure-connected environments and overseeing IDF rack upgrades. This included end-to-end planning of VLAN and Wi-Fi migrations with minimal downtime. Additionally, I supported Azure-enrolled MLL laptops for lab engineers, oversaw the full SDLC with Azure DevOps integration, and handled budgeting for new equipment and cloud-enabled departmental setups.

Installing, configuring, and updating operating systems, business applications, and SAP modules.
Monitoring system performance, identifying issues, and resolving incidents remotely via ticketing systems (ServiceNow, TopDesk).
Managing user accounts, permissions, and access controls for SAP, network systems, and desktops.
Supporting network configurations, firewalls, VPNs, and secure remote connectivity.
Deploying and maintaining endpoint security, remote access tools, and collaboration platforms.
Ensuring compliance with GxP standards and company IT policies during system updates and SAP maintenance.
Coordinating with stakeholders to align IT changes, upgrades, and SAP integrations with business needs.
Providing guidance on IT process improvements and best practices for remote operations.

Created service level agreement for IT operational functions and help desk operations.

Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.

• Seasoned IT Coordinator with extensive experience managing IT operations and coordinating migration projects across EAME locations. Proven ability to lead support engineers and 2nd level helpdesk teams, analyze ServiceNow (SNOW) and VIP tickets, and oversee service delivery. Skilled in optimizing technology solutions and managing complex migrations, including Windows, iTunes, and network systems involving Aruba and Cisco. Successfully coordinated network migration projects, collaborating with external vendors to ensure the seamless transition of new IDF racks from old servers. Expertise includes analyzing EAME IT issues and serving as a champion for IT services within ServiceNow.

• Freelancer IT Support Engineer in Project for IT SENOVO at ATLAS COPCO in Belgium Utilized a CRM daily to track and work desktop support tickets such as hardware repairs, installing software, maintained user permissions, and answered users questions. Provide support to desktop users in Windows 10 and Microsoft Exchange. Answer questions in Microsoft Office Outlook 365 Provide users access for Microsoft Office 365 Install applications using Altiris Take over network computers session with Remote Desktop Citrix and install network applications Configure antivirus software to fully protect IT environment. Monitor the performance of the computer systems and address issues as they arise. Provide technical support for software reconfigurations to aid in function customization. Test software performance throughout the desktop network to ensure peak performance. Install computer hardware and software on desktops.

• At Teleperformance Group Outsourcing, located in Greece Handling calls up to 60 on daily for Apple users in English and Dutch language. Handling calls up to 40 for Western Union users in English and Dutch language. Frequently named a top closer and top performer within the company Sales support and service specialist in Apple products To inform the customers in international sales lawmaking Support customers from Belgium and the Netherlands about after sales handling orders for International payment methods Sold products and services to prospective customers and generated new revenue from existing customers Business or sector

• As a Desktop Engineer inbound & outbound at a company offering innovative and customer-centric information technology, I provided support via phone and Windows Remote Desktop, handling up to 25 calls a day. I worked with Active Directory to build user network profiles, reset passwords, and unlock accounts. I assisted remotely to install software and resolve issues, including troubleshooting problems within Microsoft Office and Outlook 2007/365. I monitored Service Desk tickets, built and configured PC workstations with Windows 7/10, and ensured timely resolution of technical issues.

• Managed 14 restaurant staff and trained all new employees. Planned and coordinated events for the restaurant by locating venues, interviews catering staff, designing invitations and creating the guest lists. Responsible for increasing the business of the restaurant Developed and maintained an inventory control program of product used and a food cost % average of 33% over a 24 - month period. Achieved and maintained a 15% annual growth

• Developed ingestion pipelines and data analysis systems for multiple data processes for the department of pipeline oil and gas engineering. Provided technical expertise and created software design proposals for upcoming components.

• Created monthly metrics report to illustrate Incident Management trending for the support team. Worked closely with DBA's and UNIX System Administrators. Working the Enterprise Technology Infrastructure (ETI) to create LAN / WAN knowledge based support procedures using the Information Mapping methodology. Implemented designs into executable software (SQL, SAS, UNIX, and Business Object, Crystal report) and performed validation testing. Conducted data reverse mapping utilizing the TOAD, Siebel (SQL, PL/SQL server) for Oracle systems.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Communicated and explained business requirements to team members to understand and implement functional demands.

• IT Business Analyst as main role Acted as IT consultant and business analyst in improving and maintaining software systems across the firm,ensuring both data Led several successful full process improvement efforts - for instance by simplifying the data backup process through a reduced number of data. Primary systems focus was RPG and Cobol implementations on IBM. Maintained support to large network users within New York and South Africa.