Jazyl Mohamed Zioui

Sodexo, Toronto

• Coordinate ITSM projects across 10+ sites, supporting new-unit openings, mobilizations and technology refreshes on schedule.
• Design and deploy Meraki firewalls and switches, standardizing network configurations for reliable connectivity at new locations.
• Manage devices through Microsoft Intune: enrollment, configuration, application deployment, compliance and security policies.
• Provide Level 3 support for network, POS, workstation, server and endpoint incidents while maintaining 95%+ SLA compliance.
• Write and maintain SOPs and technical workflows for IT support, incident management, Intune, Meraki and new-unit deployments.
• Manage vendors across procurement, provisioning, warranties, loaners, recycling and asset lifecycle.
• Resolve network incidents through root cause analysis, reducing recurring issues and improving service reliability.

Telus Telecommunications, Toronto

• Supported 1000+ telematics modems weekly, resolving LTE/5G, GPS and data transmission issues with a 92% first-contact resolution rate.
• Managed 25-35 Jira incidents and service requests per week at 98% SLA compliance, reducing ticket backlog.
• Cut recurring connectivity issues by 25% through root cause analysis of SIM provisioning and network failures, plus trend monitoring.
• Supported backend systems hosted on AWS, working with cloud and network teams on data ingestion, API and connectivity issues.
• Monitored performance, identified service trends and escalated complex infrastructure issues to minimize disruption.

Petvalu, Toronto

• Delivered bilingual (EN/FR) support to 700+ retail stores and internal staff across hardware, software, POS and network incidents.
• Troubleshot Windows, macOS and mobile devices, including configuration, patching and security updates.
• Administered Active Directory and Office 365 (accounts, password resets, mailboxes, GPOs), reducing user access issues by 25%.

Sonatrach, Algeria

• Led a team of 6 technicians managing network infrastructure across 20 remote drilling sites with secure, highly available connectivity.
• Designed and implemented network segmentation, reducing unauthorized access incidents by 35%.
• Configured and optimized Cisco routers/switches, VLANs, VPNs and Avaya VoIP, improving data transfer speeds by 30%.
• Ran system backups, disaster recovery tests and failover planning to keep downtime minimal on critical infrastructure.