About
Biroue Isaac
Service Desk Analyst & Subject Matter Expert
Casablanca, Morocco · biroueisaac@gmail.com · github.com/biroue10
Summary
IT professional with 4+ years of experience in technical support, infrastructure administration, and service delivery. Currently serving as a Level 2 Service Desk Analyst and Subject Matter Expert at Insight, where I handle complex incident escalations, mentor junior analysts, and drive continuous service improvement.
Building hands-on expertise in Linux administration (RHEL, Ubuntu, CentOS), Bash scripting, infrastructure automation with Ansible, and monitoring with Prometheus and Grafana. Pursuing a structured, self-driven path toward Junior Systems Administrator through daily practice on a dedicated RHEL 10 lab server.
Experience
Insight — Service Desk Analyst L2
Nov 2024 – Present · Montreal, Canada (Remote)
- Own escalated incident resolution across hardware, software, and network domains
- Mentor junior analysts and serve as the team’s subject matter expert
- Deliver remote support to users across multiple global locations
- Maintain and enrich the internal knowledge base with documented solutions
- Collaborate with cross-functional teams to identify and implement service improvements
Nextlink Group — IT Support Specialist
Dec 2023 – Present · Casablanca, Morocco
- Administer MDM platforms (Kandji for macOS, Intelligent Hub for Windows) — profiles, policies, and enforcement
- Partner with development and infrastructure teams to automate application onboarding
- Manage hardware and software asset inventory using Asset Tiger
- Produce end-user training materials and technical documentation
LMDAO Call — IT Support
Jan 2023 – Oct 2023 · Casablanca, Morocco
- Delivered on-site and remote technical support for hardware, software, and network issues
- Enforced security measures including antivirus deployment and firewall configuration
- Built and maintained a knowledge base of documented resolutions for recurring incidents
RG Consultants — IT Support
Feb 2021 – Dec 2022 · Casablanca, Morocco
- Resolved help desk tickets via phone, email, and in-person support
- Managed user accounts, permissions, software installations, and system updates
- Performed routine maintenance: backups, patch management, network troubleshooting
Technical Skills
| Domain | Technologies |
|---|---|
| Operating Systems | RHEL 10, Ubuntu, CentOS, Windows Server, macOS |
| Scripting & Automation | Bash, Python, PowerShell, Ansible |
| Infrastructure as Code | Terraform |
| Containers & Orchestration | Docker, Kubernetes |
| Monitoring & Observability | Prometheus, Grafana, Node Exporter, Nagios |
| CI/CD | Jenkins, Maven, GitHub Actions |
| Security | SELinux, Fail2ban, Trivy, SonarQube, OpenSCAP |
| Cloud | AWS (EC2, S3, IAM, VPC), Azure |
| Networking | TCP/IP, DNS, DHCP, firewall-cmd, nftables |
| Endpoint Management | SCCM, Jamf Pro, Kandji, Microsoft Intune |
| Service Management | ServiceNow (Administration, Incident, Workflow) |
| Version Control | Git, GitHub |
| Artifact & Registry | Nexus, JFrog Artifactory |
Projects
Ansible LEMP Stack (active)
github.com/biroue10/ansible-lemp-stack
Automated deployment of a production-grade LEMP stack (Nginx, MariaDB, PHP-FPM) on RHEL 10 using Ansible roles. Fully idempotent — deploys a clean server to a running stack in a single command.
Jenkins CI/CD Pipeline with Docker and Security Scanning
Full end-to-end DevOps pipeline on AWS:
- Provisioned dedicated EC2 instances for Jenkins, SonarQube, and Nexus
- Automated the full lifecycle: Maven build → SonarQube static analysis → Nexus artifact storage → Docker image build and registry push
- Secured all credentials using Jenkins credential management and environment variable injection
OCS Inventory — Asset Management Deployment
- Led the organization-wide rollout of OCS Inventory for hardware and software asset tracking
- Customized asset categories, reporting metrics, and integrated OCS with existing IT management tooling
- Reduced manual tracking overhead by 40% and improved software license compliance accuracy
Education
| Degree | Institution | Period |
|---|---|---|
| Diploma of Specialized Technician | CESASUP, Casablanca | 2016 – 2018 |
| Preparatory Classes | National School of Applied Sciences of Safi | 2014 – 2016 |
Certifications
- Docker Essentials: A Developer Introduction
- Linux Fundamentals · Linux Cloud and DevOps
- Getting Started with Git and GitHub · Version Control
- Introduction to Front-End, Back-End and Full Web Development
- Programming with JavaScript
Awards
Certificate of Excellence — CESASUP, 2016–2017 Ranked 2nd best student across all disciplines at first-year level.
Learning Journey
Progressing through a 38-module self-driven curriculum on a dedicated RHEL 10 server — every concept is applied hands-on before it is documented.
| # | Module | Status |
|---|---|---|
| 01 | Linux Fundamentals | ✅ Complete |
| 02 | Nginx | ✅ Complete |
| 03 | MariaDB | ✅ Complete |
| 04 | Monitoring — Prometheus & Grafana | ✅ Complete |
| 06 | Linux Internals — LVM, memory, kernel | ✅ Complete |
| 07 | High Availability — LB, replication | 🔄 In Progress |
| 08 | Ansible — roles, IaC, Vault | 🔄 In Progress |
| 09–38 | Security, Docker, K8s, Terraform, Cloud… | ⬜ Upcoming |
Full roadmap → syseng-journey/ROADMAP.md