abdelhay affoun

Service Excellence & Operations:
• Exceeded service desk KPIs by 120%: resolved 140 tickets/month (40% above target) with 44-minute average resolution time and 95%+ customer satisfaction across 500+ users in multiple locations
• Delivered Level 2/3 technical support for complex infrastructure issues, achieving 98% First Call Resolution rate and reducing escalation volume by 25%
• Managed complete user lifecycle administration including onboarding/offboarding, internal transfers, promotions, and IT asset management with zero security incidents
Cloud Infrastructure & Administration:
• Administered enterprise Azure environment: Azure AD/Entra, Exchange Online, SharePoint, Teams Admin Center, and Intune policies for 500+ users across 8 international offices
• Created and optimized 50+ virtual machines in Azure with proper resource allocation, tagging strategies, and cost optimization measures
• Managed critical enterprise systems: Salto Access Control, Zoom, Freshdesk, Keeper, and telephony infrastructure (Microsoft Teams, Aircall)
Security & Compliance Leadership:
• Led Data Loss Prevention (DLP) and Azure Information Protection (AIP) implementation project achieving 100% completion with comprehensive policy framework
• Conducted cybersecurity awareness training and monthly phishing simulations, reducing security incidents by 40% year-over-year
• Ensured GDPR compliance through documented procedures for data handling, device wiping, access management, and regulatory audit preparation
Automation & Process Innovation:
• Developed 15+ Power Apps solutions automating business processes: VM requests, IP reservations, Copilot licensing, telephony integration, and QR code generation
• Created 20+ Power Automate workflows eliminating manual tasks in invoice reminders, legal document coordination, meeting scheduling, and customer communications
• Implemented Keyence RK RPA Tool for robotic process automation, reducing manual processing time by 60% and improving operational efficiency
• Built Python applications including Teams Log Analyzer for troubleshooting and QR code generator for marketing campaigns
Project Leadership & Cost Management:
• Led Windows 11 Enterprise Upgrade Project: Managed 500+ device upgrades across 8 locations with €380,000 cost savings through strategic planning, bulk purchasing, and international coordination
• Delivered 92 laptop upgrades personally (20% of total project) during business trips to BE, NL, PL, CH, and AT with 100% project completion rate
• Coordinated Printer Infrastructure Transition Initiative delivering €14,775 annual savings through vendor negotiation and process optimization
• Achieved 100% budget adherence and 98% on-time delivery rate across all assigned projects

Training, Project Management & ECM Solutions:
• Provided comprehensive training and hands-on guidance for all related products.
• Designed and developed Workflow components and User Interface widgets.
• Conceived, realized, and implemented efficient ECM solutions.
• Managed projects, collaborating and consulting on best practice processes.
• Led post-implementation support, conducting workshop sessions for user feedback.
Solution Stability & Troubleshooting:
• Ensured solution stability by troubleshooting and maintaining Salesforce/SAP configurations.
• Led problem management processes and conducted performance checks.
Consultation & Support Management:
• Consulted with businesses on optimizing efficient work processes.
• Handled 2nd and 3rd level ECM-related support tickets within SLA guidelines.
Automation & AI Integration:
• Created automated AI robot processes using UiPath, enhancing operational efficiency.