Raphael Hioma

Background

About Raphael Hioma

Senior ICT Engineer | 21+ Years’ Experience in IT Support, Infrastructure & Cybersecurity International profile with proven expertise supporting UN missions, diplomatic entities, and multinational corporations across diverse cultural environments. Trilingual: English | French | Arabic Focused on delivering secure, scalable, and user-centric IT solutions to support business continuity and digital transformation. Academic & Professional Background Bachelor’s in Computer Science Certified in: Microsoft Technologies: MCSE Microsoft 365, Exchange, SharePoint, Azure Networking & Security: CCNP Routing & Switching, CCNP Security Cloud Platforms: Azure Administrator, Microsoft Solutions Expert Virtualization & OS: VMware, Hyper-V, SCCM, Linux (RHEL, Ubuntu) ITSM & Project Management: ITIL v4, PRINCE2, PMP Key Technical Skills • ServiceNow Security Operations (SecOps) – Security Incident Response (SIR), workflows, integrations, playbooks • Microsoft Ecosystem – Azure AD, Intune, Endpoint Manager, Dynamics 365, Microsoft 365 E3/E5 licensing • CRM & Business Tools – Salesforce, HubSpot, Zoho, Oracle CX, SAP Sales Cloud • ITSM Platforms: ServiceNow BMC Helix ITSM (Remedy) Ivanti Neurons for ITSM (ex-Cherwell) Freshservice (Freshworks) Jira Service Management (Atlassian) ManageEngine ServiceDesk Plus Zendesk for ITSM CA Service Management (Broadcom) • End-to-end IT Support – Tier 1–3, troubleshooting, onboarding, training • Process Optimization – SOPs, KB articles, automation, SLA tracking • Security & Compliance – Identity & Access Management, endpoint security, NIST, GDPR What Sets Me Apart 21+ years of success optimizing IT environments in high-stakes, mission-critical operations Expertise in enterprise ITSM and cybersecurity frameworks Business-oriented mindset with excellent communication, mentoring & documentation skills Adaptability and leadership in multicultural and fast-paced environments