Ioannis Giannakouris
Capelle aan den IJssel,Rivierweg 111
Summary
Dynamic and detail-oriented Senior Support Coordinator with a strong focus on cloud technologies and extensive expertise in Azure services, including IaaS/PaaS, Azure AD, networking, and automation tools. Specialized in enhancing R&D lab environments, managing IT transitions, and delivering comprehensive digital solutions across the EAME regions. Proficient in IT infrastructure engineering, regulatory compliance (GxP), and stakeholder collaboration to ensure alignment of IT services with complex scientific operations. Multilingual in English, Dutch, Spanish, and Greek, complemented by a hands-on, solution-driven approach to achieving engineering excellence in lab and research-focused settings.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior IT Specialist
Toolstation
10.2024 - 04.2025
- Led hybrid IT infrastructure optimization and migration projects across 98 retail locations.
- Configured Hyper-V, DNS/DHCP, VLANs, firewalls, routing, and Cisco/Aruba network devices for secure, high-availability networks.
- Executed failover planning and testing (Planned, Test, Unplanned) to ensure business continuity.
- Integrated EPOS, Zebra devices, robotics, and automation tools with Azure cloud for operational efficiency.
- Managed Microsoft 365 services, including Exchange Online, Teams, and SharePoint integration.
- Developed PowerShell scripts for automated Azure VM provisioning, user account management, and system monitoring.
- Administered ServiceNow workflows for SLA management, incident resolution, and remote support.
- Supported hybrid and remote teams through proactive troubleshooting and remote assistance
IT senior engineer & Project Coordination
IFF
02.2022 - 09.2024
- Directed lab networking, migration projects, and robotics integration using Azure, Hyper-V, Windows Server, and clustering solutions.
- Delivered VLAN/Wi-Fi migrations, switch upgrades, and server failover testing.
- Implemented Zebra devices across lab and R&D environments, ensuring seamless integration with lab systems and automation tools.
- Collaborated with SAP specialists to integrate ERP systems into GxP-compliant lab operations, maintaining regulatory standards.
- Supervised engineers implementing network redundancy, routing, firewalls, and Cisco/Aruba ASA configurations.
- Managed lab Azure workloads: VMs, storage, networking, and monitoring.
- Developed PowerShell automation scripts to provision Azure lab VMs, configure policies, and monitor resources.
- Managed Microsoft 365 services for lab users, including Teams, SharePoint, and user license administration.
- Handled SLA-driven tasks in ServiceNow, providing remote and hybrid support for lab, office, and robotics environments.
Project Coordinator Engineer
Johnson & Johnson
11.2021 - 02.2022
- 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.
Specialist & WorkplaceProjects
Johnson & Johnson
12.2020 - 08.2021
- 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.
Application Support Specialist
Shell
07.2020 - 11.2020
- 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.
IT Support Engineer
Sanofi
03.2020 - 06.2020
- As an IT Engineer in a pharmaceutical company, I managed laptop deployments, developed IT dashboards, and administered infrastructure through Azure Active Directory (AAD) and Group Policy. I utilized Microsoft Azure for Mobile Device and Application Management, ensuring secure, compliant configurations aligned with GxP standards. I provided remote support across European regions from the Benelux hub, enabling seamless hardware/software rollouts and optimization. Additionally, I contributed to the implementation of Azure-based security policies, conditional access, and network management strategies to enhance system integrity and compliance.
IT Systems Coordination Manager
Procter & Gamble
01.2019 - 03.2020
- 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.
IT Support Specialist
Atlas Copco
01.2018 - 11.2018
- 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.
Customer Service Specialist
United States Teleperformance
05.2017 - 10.2017
- 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
Systems Support Engineer
Tech Mahindra
02.2017 - 04.2017
- 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.
Co Owner
Amarysia
05.2014 - 04.2015
- 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
IT Support Analyst
JE Engineering, Inc.
11.2008 - 04.2009
- 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.
Business Owner
Citrix
01.2006 - 04.2006
- Webdesigner and IT Consultancy Support desktop users in OS windows 2003/2007. Provided assistance via Citrix Desktop Remote. Create users profile in active directory. Answer questions for Microsoft Office 2003 and Microsoft Outlook. Microsoft Office Suite and MFD's. Consulted with client to outline website goals, illustrate wire frame, and site functionality Developed a user - friendly architecture by programming site navigation, social media links/widgets. Validated site by testing JavaScript, Flash, CSS3, and HTML5 codes to ensuring cross-platform compatibility. Maintained website by updating content, implementing new technology. Created web compliant metadata for SEO find-ability
IT Business Analyst
Leiden University Medical Center
01.2004 - 04.2006
- 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.
Information Technology Support Analyst
SAKATA Vegetables Europe
01.2000 - 06.2003
- 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.
Education
HBO - Information & Communication Technology, Technische Informatica
Higher Technological Institute
Netherlands03.1997
Skills
- Powershell , File, Create, copy, move, rename, and delete files
- Powershell log collection, file organization, and maintenance
- System administration
- Incident management
- Active directory
- Operating systems
- Help desk support
- Wireless networking
- Hardware maintenance
- Powershell light scripting
- File and Folder Management – Create, copy, move, rename, and delete files or directories
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 6 staff members.
- Collaborated with team of 15 in the development of Infra Robot 12 Segments 2 Racks, 10 Aruba & 10 Cisco.
Certification
PMP, ITIL, .Net, Prince 2, Cisco Net, MSCE, Azure, Scrum
Languages
English, Spanish, Dutch, Greek, Modern
Awards
Awarded for contributions to IFF for the network migration.
Timeline
Senior IT Specialist
Toolstation
10.2024 - 04.2025
IT senior engineer & Project Coordination
IFF
02.2022 - 09.2024
Project Coordinator Engineer
Johnson & Johnson
11.2021 - 02.2022
Specialist & WorkplaceProjects
Johnson & Johnson
12.2020 - 08.2021
Application Support Specialist
Shell
07.2020 - 11.2020
IT Support Engineer
Sanofi
03.2020 - 06.2020
IT Systems Coordination Manager
Procter & Gamble
01.2019 - 03.2020
IT Support Specialist
Atlas Copco
01.2018 - 11.2018
Customer Service Specialist
United States Teleperformance
05.2017 - 10.2017
Systems Support Engineer
Tech Mahindra
02.2017 - 04.2017
Co Owner
Amarysia
05.2014 - 04.2015
IT Support Analyst
JE Engineering, Inc.
11.2008 - 04.2009
Business Owner
Citrix
01.2006 - 04.2006
IT Business Analyst
Leiden University Medical Center
01.2004 - 04.2006
Information Technology Support Analyst
SAKATA Vegetables Europe
01.2000 - 06.2003
HBO - Information & Communication Technology, Technische Informatica
Higher Technological Institute
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