Ioannis Giannakouris
Capelle aan den IJssel
Summary
Dynamic Senior IT Consultant and IT Project Coordinator with a proven ability to blend technical expertise with cultural sensitivity and empathy. A deep understanding of both business and technical aspects of projects facilitates the delivery of tailored solutions that meet stakeholder needs, enhance R&D lab operations, and empower teams to excel in complex, regulated environments. Extensive knowledge in Azure, networking, automation tools, and GxP compliance supports specialization in IT transitions, lab automation, and digital solutions throughout the EAME regions. Recognized for cultivating high-performing multicultural teams and promoting a collaborative work atmosphere while consistently driving operational excellence under challenging conditions. Multilingual capabilities in English, Dutch, Spanish, and Greek enhance communication across diverse teams.
Overview
26
26
years of professional experience
4
4
Certificate
Work History
Engineering Services Coordinator
Figo Pet / Hexaware
04.2025 - 08.2025
- 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.
Senior IT Specialist
Toolstation
10.2024 - 04.2025
- Led hybrid IT infrastructure and migration projects across 98 retail locations.
- Managing Cisco Nexus, Catalyst.
- Managed Aruba networks, Hyper-V, DNS/DHCP, VLANs, firewalls, and routing.
- Integrated EPOS, Zebra devices, robotics, and automation with Azure cloud, while managing Microsoft 365.
- PowerShell automation, and ServiceNow workflows for SLA, incident, and remote support. Executed SD-WAN deployments, network monitoring, failover testing, and cloud integrations to ensure secure, high-availability, and efficient operations for hybrid and remote teams.
- Built server systems and installed into racks.
- Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
IT Senior Engineer & Project Coordination
IFF
10.2022 - 09.2024
- 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
Project Coordinator Engineer
Johnson & Johnson
01.2022 - 09.2022
- 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 - 01.2022
- 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
08.2012 - 02.2016
- 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.
02.2006 - 02.2010
- 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.
IT Business Analyst
Leiden University Medical Center
12.2003 - 01.2006
- 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.
- 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.
Information Technology Support Analyst
SAKATA Vegetables Europe
01.2000 - 08.2003
- 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
Communication Technology HBO ICT
Netherlands03.1997
Skills
- Project coordination & Teamwork Collaboration
- Organizing and managing meetings to ensure effective communication
- Aligning project objectives with stakeholder expectations
- LIMS (Laboratory Information Management System)
- MES (Manufacturing Execution System)
- ELN (Electronic Lab Notebook)
- CDS (Chromatography Data System)
- ERP-integrated lab process & Planning
- Instrument connectivity
- Asset management
- Team building
Accomplishments
Achievements
- Managed IT service issues, coordinated migration projects, and led technical teams to ensure smooth operations.
- Implemented SAP solutions within R&D, collaborating with DevOps teams to optimize workflows.
- Led deployment of Azure cloud solutions and integrated CI/CD pipelines for automation.
- Migrated networking infrastructure (Aruba, Cisco) and desktop environments across multiple sites.
- Delivered IT solutions and infrastructure improvements for laboratory and industrial environments.
- Resolved product issues through testing and process analysis.
- Developed inventory tracking and operational tools using Microsoft Excel.
- Supervised a team of 6 staff members and collaborated with a broader team of 15 on infrastructure projects, including robotics integration with 12 segments, 2 racks, and multiple Cisco & Aruba devices.
Certification
- PMP – Project Management Professional
- IT Infrastructure Library
- Cisco Network Fundamentals
- Azure Microsoft Cloud Platform
- Scrum Agile Project Management
- CM – Certified Manager Certification
- ACE – Adobe Certified Expert (Photoshop)
- GxP Training, for IT in lab environments
- CompTIA A+ / Network+ networking fundamentals
- PREV-79 CURVE Incident Management Process
- Information Security Training v14 – IT security awareness and best practices
Languages
English, Spanish, Dutch, Greek, Modern
Timeline
Engineering Services Coordinator
Figo Pet / Hexaware
04.2025 - 08.2025
Senior IT Specialist
Toolstation
10.2024 - 04.2025
IT Senior Engineer & Project Coordination
IFF
10.2022 - 09.2024
Project Coordinator Engineer
Johnson & Johnson
01.2022 - 09.2022
Specialist & WorkplaceProjects
Johnson & Johnson
12.2020 - 01.2022
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
08.2012 - 02.2016
IT Support Analyst
JE Engineering, Inc.
02.2006 - 02.2010
IT Business Analyst
Leiden University Medical Center
12.2003 - 01.2006
Information Technology Support Analyst
SAKATA Vegetables Europe
01.2000 - 08.2003
HBO - Information & Communication Technology, Technische Informatica
Communication Technology HBO ICT
Awards
Awarded for contributions to IFF for the network migration.
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