Eyup Mertol

As a Technical ICT Consultant, I provide Level 2 technical support for Delhaize retail stores and back-office environments in Belgium and Luxembourg. My role focuses on ensuring the continuity and stability of store IT operations by resolving complex incidents related to POS systems, scanners, printers, PDAs, and network connectivity. I am responsible for the staging, configuration, deployment, and validation of IT equipment prior to delivery to stores. I handle incidents and service requests in line with defined SLA requirements and participate in on-call rotations to ensure 24/7 operational continuity, including support for cross-border retail operations. In addition, I collaborate closely with field technicians, external vendors, and internal IT teams to coordinate interventions, resolve recurring issues, and support store openings, refurbishments, and technical rollouts in both countries. I also contribute to documentation, knowledge sharing, and continuous service improvement initiatives to enhance operational efficiency and service quality.

– Experienced Technical Manager with a demonstrated history of leading successful teams in IT operations. – As a team lead, I excel in guiding my team towards efficient incident resolution and seamless service request management. – My autonomy and self-driven nature enable me to effectively oversee the advancement of incidents while providing mentorship to the PC Desk and Office Assistant teams. – Leading by example, I prioritize punctuality and service excellence, ensuring that our team delivers timely and reliable support. – Through clear communication and proactive problem-solving, I foster a collaborative environment where every team member feels empowered to contribute their best. – My role as a team lead not only involves managing day-to-day operations but also strategizing for continuous improvement and team development. – By leveraging my autonomy and self-taught expertise, I drive innovation and optimize processes to meet evolving business needs. – Skilled in team management, incident resolution, and project execution. – Proficient in overseeing hardware and software lifecycle management, including stock management and order initiation. – Adept at implementing and managing Configuration Management Databases (CMDB) to streamline processes. Proven track record in optimizing staging processes and driving continuous service improvement initiatives. – Effective member of Change Advisory Boards (CAB) with a commitment to structured backlog cleanup and efficient ticket handling. Experienced in managing rollout projects and designing automated tools for enhanced productivity. – Passionate about coaching team members and resolving technical issues effectively.

– As an IT Desktop Support Engineer, I worked on-site at client location, providing technical support to ensure smooth and efficient operations. – My responsibilities included responding to incoming calls, primarily from stores, and providing support for issues such as cash register software or malfunctioning printers. – I also escalated more complex problems to other IT departments, such as issues with Bancontact terminals or inventory checks. – Additionally, I provided level 1 and 2 on-site support for users experiencing problems with their laptops, both in terms of hardware and software. – One of my key responsibilities was onboarding and offboarding new colleagues, whether they were students or permanent staff members. – I used Zendesk to manage tickets and communicate with users, ensuring that all issues were resolved in a timely and effective manner.

– During my time at Aluminium Duffel, I was part of a team responsible for migrating 600+ user machines from Windows 7 to Windows 10. – As part of this project, we followed a detailed procedure provided by the client to ensure a smooth and professional migration experience for the users. – In addition to conducting the migrations at the client's headquarters, we also needed to perform on-site visits to change out laptops in the workshops. – We worked closely with the client's IT team to ensure that all systems were up and running in a timely manner. – I take pride in my professionalism and attention to detail when working on projects like this. – I understand the importance of ensuring minimal disruption to users' workflows and making sure that all systems are operating correctly after the migration. – I'm always willing to go the extra mile to ensure that projects are completed to the highest possible standard.

– During my time at GSK Laboratories, I was involved in a significant project to migrate users' machines from Windows 7 to Windows 10. – As part of the project team, my responsibilities included preparing desktop PCs for migration, verifying software compatibility with the new machines with the vendor, and scheduling appointments with laboratory staff for installation in the lab. – The success of the project hinged on thorough data collection, so I made sure to collect as much information as possible before proceeding with the process. – This allowed me to provide the vendor with comprehensive details, ensuring a smoother migration for our laboratory staff. – In addition to these responsibilities, I also managed an ARD project, participating in daily meetings and staying in constant contact with department managers to track the progress of the migrations. – My ability to communicate effectively with stakeholders and to organize project activities was crucial to the success of this project. – Overall, my experience at GSK Laboratories taught me the importance of effective communication, attention to detail, and project management skills, all of which have prepared me for new challenges in my future endeavors.

– As a manager, I was responsible for overseeing all daily business operations including stock management, record keeping, product ordering, sales, customer service, and payments. – I also worked on developing marketing strategies to attract new customers and improve our brand image. – In addition to running the business, I recruited, trained, and supervised a team of sales associates and cashiers to ensure the store ran efficiently and professionally. – I maintained regular communication with our partner to ensure we were on the same page and making necessary decisions to improve our business. – Over the years, I learned to solve problems quickly and efficiently, work well under pressure, and make informed decisions to improve our business. – This experience was highly beneficial to my professional journey and allowed me to develop my skills in management and leadership.

– During my mission at Infrabel, I was part of a team tasked with replacing 12,000 desktop and laptop computers throughout Belgium. – We were a team of 10 people, with the goal of sharing the workload and dividing ourselves across Belgium. – We started the migration process in Brussels, and then moved on to the different provinces to change the computers at the users' sites in Infrabel. – As the project progressed, I was appointed as an assistant team leader, where I helped my team leader manage the schedule and assisted my colleagues in case of technical problems on-site. – As a team leader assistant, I made sure to ensure that the migration was conducted in a professional manner, following the project plan and adhering to the client's specifications. – I communicated regularly with my team members, providing support and guidance to ensure that the project was completed within the given timeframe. – Towards the end of the project, I took on the responsibility of contacting users and scheduling appointments to finalize the project and ensure that our list was properly processed. – This allowed us to complete the project successfully, on time and within budget. – Overall, my experience at Infrabel as a team lead assistant allowed me to hone my skills in project management, leadership, and communication.

– During my 5 years of work on the Mylan project, I was responsible for providing on-site IT support, primarily for Belgium. – My responsibilities included processing incident tickets into Service Now and Remedy Incident Management, managing the IT stock, configuring Cisco IP phones, managing telephone subscriptions to Mobistar and Proximus, and installing and managing Filemaker for user management. – In addition, I was responsible for the capture and deployment of images from and to desktops, workstations, and laptops, as well as providing desk support for first and second-line IT problems, such as printers, screens, and other peripheral devices, Outlook 2013 for business, and smartphones. – I also managed the IBM server tape rotation and was responsible for managing the rights of users with Active Directory. – Furthermore, I was chosen to be a trainer for my new colleagues in other countries, providing remote training for Microsoft applications such as Outlook, Lync, Word, and Excel. – I also had regular contact with a team of server and network maintenance personnel in America and India. – During my time on the project, I also managed the contracts for the IT equipment, including the renewal of Dell laptops and the maintenance contracts for printers. – My strong sense of responsibility and commitment to providing quality IT support helped me excel in my role and ensure the success of the project.

– At the beginning of my career, I worked as an IT consultant for Nilort Technologies IT Group under the supervision of Christian Trolin. My first assignment was with the client LolaLiza where I had the following daily tasks. – I was responsible for the migration of clients to Windows 7 and a new domain. – This included the setup and management of Active Directory, AGDLP, and GPO's. – I also configured remote software such as GoToMyPC, LogMeIn, and UltraVNC. – As part of my role, I provided hard- and software support to the stores, which included supporting Bancontact, counters, and TPI-scanners. – I was also responsible for capturing and deploying images from and to desktops, workstations, and laptops. – Additionally, I conducted inventories of patch panels, switches, and servers in the server room. – I provided first-line IT support to resolve issues with printers, screens, and other peripheral devices, Google Gmail for business, and smartphones. – I deployed antivirus software (SEP) through the server, and prepared for office moves by creating checklists and disconnecting and reconnecting computers, printers, and screens. – During this project, the client was relocating to a new building. – I was selected to take inventory of all the equipment to ensure better tracking and management of the client's assets. – Throughout this assignment, I demonstrated a high level of professionalism and attention to detail, which laid the foundation for my successful career in IT consulting.

– As a technician in my computer store, I repaired electronic equipment and provided a range of services for smartphones. – This included replacing screens for iPhone (3GS, 4, 4S) and Samsung Galaxy (S2, S3, S4), changing cameras, charger connectors, and batteries, as well as formatting GSM and transferring contacts between iPhone and Samsung. – In addition to smartphone repairs, I also offered repair and installation services for laptops and desktops. – This included replacing laptop screens of all brands, motherboards, hard drives, RAM, processors, and keyboards. – I also formatted HDDs in different languages, installed and migrated applications for Windows 7, and provided maintenance and support via Teamviewer. – As a computer store owner, I sold a wide range of computer and smartphone parts to clients. – These included laptop and smartphone screens, hard drives, RAM for laptop and PC, various smartphone parts, LCD and plasma screens, smartphone covers, laptop chargers, computer accessories such as keyboard, mouse, webcam, screen cleaning products, VGA, DVI, and HDMI cables, as well as printers and accessories like RICOH cartridges and A4 paper. – I also provided console game maintenance services for clients owning Nintendo DS, Xbox, and Playstation. – This included loading games for Nintendo DS, replacing HDD for Xbox and Playstation, and cleaning fans for Xbox and Playstation. – In addition to computer and smartphone repair services, I also offered on-site and phone printer maintenance. – This included replacing Belt Unit, Fuser Unit, Toner, and Drum for RICOH printers, resolving paper jams, and installing Ricoh copiers. – As part of my commitment to customer satisfaction, I also offered training services to my clients. – This included teaching basic Word and Excel, building a computer tower, and educating on computer usage such as installing and uninstalling programs, browsing, file creation, and other relevant topics.

– I began my career in IT at the Brussels water company, Vivaqua. – As a member of the IT team, I provided 1st and 2nd line service desk support for IT-related issues, including operating systems, MS Office, and specific applications used by the company. – Additionally, I managed account creation and rights management with Active Directory, ensuring that employees had access to necessary resources such as intranet, email accounts, and specific software. – As a stock manager, I was responsible for inventory control and maintaining appropriate levels of equipment and supplies. – I also provided data support, ensuring the accuracy and availability of company data. – As part of my responsibilities, I deployed PCs with image/script installation, managing the migration of XP and applications to newer systems. – Finally, I was responsible for external interventions on different locations, traveling to various sites as needed to address technical issues and provide IT support. – Throughout my time at Vivaqua, I developed a strong skill set and gained valuable experience in IT support, project management, and customer service.