Ioannis Giannakouris

As a Subject Matter Expert (SME) in Microsoft technologies, networking, and IT infrastructure, I led a team responsible for the maintenance, optimization, and implementation of IT systems across 98+ Toolstation locations in the Netherlands. I drove the adoption of Microsoft and networking solutions to ensure reliability, security, and efficiency across all branches.

Key achievements and responsibilities:

• Led engineering tasks and managed Cisco and Draytek networks, troubleshooting with Jira, Confluence, ServiceNow, Azure, Cisco tools, and TopDesk.
• Provided budget recommendations for network and infrastructure projects, including financial forecasting and project planning.
• Oversaw and optimized Extranet, EPOS systems, Zebra printers, PDAs, 3D printers, and robotics, ensuring GxP compliance.
• Produced detailed performance reports to support strategic decision-making.
• Delivered remote support using TeamViewer and VNC for installations, software updates, and troubleshooting.
• Configured hardware, devices, and software to support workstation deployment and system compatibility.

Mini-Projects:

• Nationwide Network Upgrades (99 Locations): Led the rollout of LAN and Wi-Fi installations, introduced 4G backup internet, and upgraded sites to fiber connectivity, improving performance and redundancy.
• Shop Network Maintenance & Implementation: Conducted on-site network assessments and implemented solutions aligned with company IT standards.
• System and Software Upgrades: Patched software, installed new versions, and implemented security measures to ensure compliance and protect data.
• Configured hardware, devices, and software to set up work stations for employees.
• Partnered with project team members to identify and quickly address problems.

• Monitored installation of materials and equipment for compliance with drawings and specifications.
• Determined and scheduled priorities as required to progress engineering work.
• Identified technical risks within managed projects.
• Reviewed contractor proposals to determine favorable partnerships for on-time and under-budget project completion.
• Completed construction tasks while providing safe working conditions, staying on budget and meeting project deadlines.
• Recommended improvements for design, construction means and materials based on field or changing conditions.
• Project Management (PM) was a key priority, leading critical IT infrastructure migrations in laboratory environments specializing in fragrances and flavors.
• I coordinated technical teams for onsite and remote IT support, managed incidents via ServiceNow (SNOW), and led 2nd-level IT support for VIP clients.
• Ensuring stakeholder engagement and GxP compliance.
• A major project was the SCENT flavors lab migration, involving six racks, Mer room fiber, and deploying 10 Aruba 48-port and 10 Cisco 48-port switches. I ensured seamless transitions with minimal downtime while overseeing VLAN and Wi-Fi migrations.
• Additionally, I managed Windows, iTunes, and network.
• I coordinated migrations, supported ITIL and Scrum-based implementations, and integrated 3D printers, robotic systems, LIMS, and lab balances, driving digital transformation in scientific R&D environments.
• Led cross-functional teams to successfully complete IT projects.
• Devised test plans to validate accuracy of IT projects.
• Created and implemented contingency plans to address potential risks.
• Coordinated with external vendors to deliver IT project components.
• Was a key priority lead for critical IT infrastructure migrations in highly regulated laboratory environments specializing in fragrances, flavors, and R&D operations. Coordinated technical teams for onsite and remote IT support, ensuring business continuity, stakeholder engagement, and GxP compliance throughout all project phases. Managed and resolved incidents via ServiceNow (SNOW) and provided 2nd-level IT support for VIP stakeholders.
• Actively supported LIMS (Laboratory Information Management Systems) integration and troubleshooting, instrument connectivity, and lab workflow optimization, ensuring adherence to 21 CFR Part 11, Good Laboratory Practice (GLP), Good Manufacturing Practice (GMP), and Good Documentation Practice (GDP) standards. Collaborated with QA, IT, and R&D teams to ensure systems validation, data integrity, and strict ITIL-driven processes for change control and service management in regulated environments.
• Met project deadlines without sacrificing build quality or workplace safety.
• Monitored project performance to identify areas of improvement and make adjustments.
• Negotiated and managed third-party contracts related to project deliverables.
• Coordinated material procurement and required services for projects within budget requirements.
• Trained personnel on use of IT tools and applications.

• Laboratory & Field Operations
• Self-motivated, with a strong sense of personal responsibility.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Worked effectively in fast-paced environments.
• Coordinated workplace setups and field engineering activities across 400+ offices, including device provisioning and end-user support.
• Managed 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.
• Handled IT-to-IT platform requests and supported laptop provisioning for external lab software engineers.
• Administered REQ & INC tickets in the ServiceNow database, ensuring timely resolution and smooth IT operations.
• Planned, calculated, and deployed equipment requirements, overseeing budgeting, procurement, and deployment of new hardware and office setups across multiple departments.
• Installed and configured a total of 8,960 LAN segments and set up 780 workplaces, ensuring full connectivity and readiness for end users.
• Proved successful working within tight deadlines and a fast-paced environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Managed time efficiently in order to complete all tasks within deadlines.
• Trained and mentored junior engineers, providing guidance and direction.
• Provided technical guidance, peer review and mentorship to junior engineers engaged in building system designs.

• Provided technical guidance, peer review and mentorship to junior engineers engaged in building system designs.
• Kept projects on schedule and within budget while serving as project leader.
• Created full-scope cost estimates for bid builds and design-build projects.
• Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Tools/Technologies: SAP, Zebra Printers, Windows Server, Cisco, Aruba, Azure, Active Directory, Hyper-V, DHCP/DNS, ServiceNow, Jira, Confluence, Topdesk and escalations across platforms such as SNOW (ServiceNow), AWS, IRIS, and JJEDS. 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.
• Implemented and managed network infrastructure using Aruba and Cisco devices, ensuring reliable connectivity across the organization.
• Collaborated with external vendors to execute seamless IDF rack migrations, minimizing downtime during VLAN and Wi-Fi transitions.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Managed IT-to-IT platform requests and supported laptop provisioning for external lab software engineers.
• Administered ServiceNow database by handling REQ & INC tickets efficiently to maintain smooth IT operations.
• Calculated equipment requirements and oversaw budgeting, procurement, and deployment of new hardware and office setups for multiple departments.
• Analyzed requirements to develop robust solutions to meet IT infrastructure and networking needs.
• Operated successfully in enterprise and regulated (GxP) environments focused on maximizing performance of network systems and IT operations areas.

• Implemented technical solutions to solve customer issues and increase satisfaction.
• Installed and maintained hardware and computer peripherals to store tangible components.
• Set up and administered Windows Server and Azure Active Directory systems and configurations.
• Set up and administered network infrastructure and virtualized server systems and configurations.
• Set up and administered Cisco/Aruba network devices and management systems.
• Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
• Installed, configured and maintained computer systems and network connections.

• Provided secondary training to personnel struggling with technological tools and systems.
• Executed troubleshooting and server support in both in-person and remote situations.
• Oversaw quality assurance management and offered suggested recommendations.
• Performed scheduled service work, installations, testing and repairs.
• Offered day-to-day troubleshooting support, with resolution rates consistently around 95%.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Managed laptops and workstations, including setup, configuration, and troubleshooting.
• Designed and maintained IT dashboards for monitoring system performance and infrastructure health.
• Administered Active Directory (AD) for user and infrastructure management.
• Utilized Mobile Device Management (MDM) and endpoint security.
• Ensured GxP compliance across IT systems and devices.

• Collaborated with outside departments to implement system-wide improvements.
• Installed and configured operating systems and applications.
• 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.
• Worked with Windows, iTunes, and network systems, including Aruba and Cisco devices.
• Successfully coordinated network migrations across multiple sites.
• Generated reports to monitor system performance and analyze trends for optimization.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Diagnosed and troubleshot hardware, software and network issues.
• Configured and tested new software and hardware.
• Monitored system performance to identify potential issues.
• Connected to computer of client using remote link to install programs and applications.
• Expertise includes analyzing EAME IT issues and serving as a champion for IT services within ServiceNow.

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Offered assistance in implementing and developing training programs.
• Researched and identified solutions to technical problems.
• 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.
• Assisted users with technical issues and requests, providing support via Remote Desktop and Citrix.
• Monitor the performance of the computer systems and address issues as they arise. Provide
• Technical support for software reconfigurations to aid in function customization.
• Created user accounts and assigned permissions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Installed and configured operating systems and applications.

• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Developed and implemented preventive maintenance procedures.
• Assisted in development of system security protocols.
• Helped streamline repair processes and update procedures for support action consistency.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Performed root cause analysis of reported issues to enact corrections.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• As a Desktop Engineer inbound & outbound at a company offering innovative and customer-centric information

technology, I provided support via phone and chat.

• 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.

• Established foundational processes for business operations.
• Conducted target market research to scope out industry competition and identify advantageous trends.
• Developed key operational initiatives to drive and maintain substantial business growth.
• Recruited, interviewed and hired new staff members and developed training materials for employees.
• Spearheaded innovative approaches to resource allocation and strategic planning.
• Leveraged professional networks and industry knowledge to strengthen client relationships.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Implemented innovative programs to increase employee loyalty and reduce turnover.

During this period, I performed IT support for hospitals, data, and engineering companies. Responsibilities included:

• Incident management and trending analysis to support the IT team.
• Collaborated closely with DBAs and UNIX System Administrators.
• Worked with the Enterprise Technology Infrastructure (ETI) to develop LAN/WAN knowledge-based support procedures using the Information Mapping methodology.
• Implemented designs into executable software using SQL, SAS, UNIX, Business Objects, and Crystal Reports, and performed validation testing.
• Conducted data reverse mapping utilizing TOAD and Siebel (SQL, PL/SQL) for Oracle systems.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
• Tested new software and hardware prior to deployment.

• Offered troubleshooting of connectivity issues across networks.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Diagnosed and troubleshot hardware, software and network issues.
• Configured and tested new software and hardware.
• Monitored system performance to identify potential issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed, configured and maintained computer systems and network connections.
• Generated reports to track performance and analyze trends.
• Managed high levels of call flow and responded to technical support needs.
• Used ticketing systems to manage and process support actions and requests..
• Used ticketing systems to manage and process support actions and requests.
• Installed, configured, tested and maintained operating systems, application software, and system management tools.