HI I'm Lionel Brouir

About

Incident Manager with a solid helpdesk foundation,leveraging ITIL best practice to drive efficient incident resolution,reduce downtime,and ensure service excellence.

Professional Experiences

Problem and Incident Manager

Proximus NXT — June 2025 to Present

Proactive management of technical incidents and problems
Ticket follow-up and coordination with technical teams

System Engineer

Proximus Luxembourg — April 2020 to June 2025

network administration
Level 1/2 technical support and project participation

Intern – Network Security Support Engineer

Technobel — June 2019 to mars 2020

Installation and configuration of cisco solutions , routing and switching
Participation in practical workshops and training

Call Center Agent

Callexcell (CXL) — August 2018 to May 2019

Phone assistance for French-speaking clients
Use of IT tools for call management

Buyer

Cash Express — September 2016 to May 2018

Evaluation and purchase of second-hand products
Customer relations, negotiation, and stock management

Skills

ServiceNow
Algosec management
Firewall administration (Checkpoint/Fortigate)
Load balancer/RPM management (Bluecoat/F5)
HTML5
ITIL

Targeted Certifications

AZ-900 – Microsoft Azure Fundamentals
MD-102 – Endpoint Administrator

Certifications Obtained

ITIL 4 Foundation
AWS Cloud Practitioner (to be renewed)

Professional Objective

Driven by a passion for transforming challenges into opportunities, I aspire to contribute as an Incident Manager by fostering strong collaboration and promoting continuous improvement. My long-term ambition is to evolve into strategic roles within IT service delivery, where I can shape impactful solutions and drive service excellence.