status: Currently unavailable for freelance assignments
Service desk
that actually
ships value.
I'm Wito Bertels — an ITIL v4 - Foundations certified freelance service desk & IT support engineer based in Bornem, Belgium. I help teams turn chaotic ticket queues into measurable, SLA-driven operations.
whoami.sh
$ whoami wito.bertels $ cat status.txt → Currently unavailable for freelance assignments $
7+
Years in IT & field service
3
Lines of support handled
ITIL v4
FOUNDATION CERTIFIED
Flanders
ON-SITE COVERAGE
// 01 — SERVICES
What I bring to your service desk.
Hands-on support paired with ITIL discipline. I plug into your team and leave behind documentation, automation and dashboards you'll keep using.
Service Desk Operations
First, second and third line support. KPI Driven, SLA-minded ticket handling, and on-site interventions across Flanders
ITIL Process Improvement
Transition teams to ITIL-aligned ways of working. Documentating Knowledge bases & improving general team functionality.
Identity & Endpoint
Active Directory & Entra ID lifecycle. Intune / MECM / Ivanti MobileIron device management and policy hardening.
Network Troubleshooting
TCP/IP and DHCP diagnostics
Telephony & IVR
Cisco Unified Call Manager, Jabber and Voxtron IVR call-flow design, analysis and troubleshooting.
Automation Scripting
PowerShell scripts for user onboarding/offboarding, lifecycle automation and repetitive service-desk tasks.
// 02 — TRACK RECORD
Real environments, real tickets, real SLAs.
Service Desk Engineer · Yonderland
02/2025 — 04/2026 · Hoboken, BE- ›Store support via ticketing & hotline; on-call for sales-blocking incidents
- ›On-site interventions across BELUX & FR
- ›Drove transition to an ITIL-minded environment
- ›Azure / Office 365 troubleshooting, AD lifecycle PowerShell scripting
Service Desk Engineer · Lidl Belgium
10/2023 — 01/2025 · Merelbeke, BE- ›1st / 2nd / 3rd line troubleshooting, SLA-driven
- ›MECM staging, restaging & software deployment
- ›Cross-team coordination on IT projects
Support Engineer · Centric Belgium
10/2022 — 10/2023 · Mechelen, BE- ›Laptop staging on EOL project via SCCM
- ›End-user communication & first-line aftercare
- ›PXE network boot wipes & restages
Multimedia Technician · BESIX Unitec
11/2018 — 09/2022 · Schelle, BE- ›Internet, TV and telephony installs for residential & business
- ›Cabling, modems, decoders, Wi-Fi boosters and cable management
- ›Providing customers with information about their installation and WiFi/Ethernet setup
Logistics Employee · Panama Logistics
05/2018 - 10/2018 · Temse, BE- ›Interim Job as a career starter
- ›Setting up sponsorship stands on big events
Customer Service Agent · De Persgroep Publishing
08/2017 - 12/2017 · Kobbegem, BE- ›Student job
- ›Answering questions from customers about their vacation requests, moving, complaints and logging everything in the corresponding databases
- ›Communication skills through mail and by phone call
// 03 — TOOLBOX
The stack I work in, every day.
HARDWARE STAGING
Microsoft Deployment Toolkit Deployment Workbench
- -Loading in new driver packs
- -Add Application packs
- -Create new task sequences
Microsoft Endpoint Configuration Manager
- -Understanding of packages and boundaries
- -Troubleshooting on why a package is not getting installed
- -Usage of CMtrace
- -Creation of collections
Asset Management
- -Usage of ServiceNow
- -Usage of SnipeIT
macOS
- -Basic staging of macOS devices
MDM
- -Device management through Apple MDM
- -Device management through Ivanti MobileIron
SOTI Mobicontrol
- -Creating new profiles for devices
- -Remote support through SOTI
NETWORK ENGINEER SKILLS
OSI Layers
- -TCP/IP model
- -Understanding of different layers of the OSI model
Virtualisation
- -VMWare basic setup
- -Usage of vSphere
Active Directory
- -Domain Controller setup
- -OU, object creation
- -Security group creation
- -Group policy creation
Cisco Packet Tracer
- -Basic network setups with cisco packet tracer
Subnetting & VLSM
- -Usage of private ranges
- -Dividing a network in different size networks
DNS
- -Understanding of DNS servers, Top-Level domains,...
- -Owning a few domains
DHCP
- -DHCP leasing (theoretical understanding)
- -Creating DHCP scopes
- -IP Reservation
VLAN
- -VLAN tagging
HELPDESK ENGINEER SKILLS
Active Directory
- -Onboarding/Offboarding powershell scripting
Team & Enduser Documentation
- -Confluence
- -Sharepoint
Identity Access Management Tools
- -Usage of Least Privilege & Zero Trust
ITSM Tools
- -ServiceNow
- -Jira
Entra ID
- -Basic user management
- -Basic asset management
Remote Support Tools
- -Teamviewer
- -Microsoft Remote Desktop
VPN
- -Full Tunnel setups
- -Split Tunnel setups
- -Troubleshooting both systems when end users work from home
O365
- -Basic O365 suite troubleshooting
- -Teams, Sharepoint, Entra admin troubleshooting
Multifactor Authentication
- -Troubleshooting & Documenting
SETUP OF MEASURING TOOLS
KPI Setup
- -Creating performance dashboards
- -Keeping track of SLA's
- -Reviewing monthly KPI's with team members
Scrum creation
- -Improving team functionality by implementing systems for better collaboration
TELEPHONY
IVR Systems (Voxtron)
- -Creating and analyzing call flows
Cisco Unified Call Manager
- -Managing and configuring new call routing
- -Jabber virtual devices
- -Fixed phones
- -Wireless phones
// 04 — languages
Languages I speak and write.
Dutch
Fluent
English
Advanced
French
Intermediate
// 05 — certifications & education
Continuously learning, formally certified.
✓ finished
ITIL v4 Foundation
PeopleCert Credential ID: GR671785120WB
09/2024
● in progress
Network Administrator
Syntra Midden-Vlaanderen
01/2026 - 01/2028
● in progress
CompTIA Network+
Global Knowledge
04/2026
● in progress
Prince2® v7 - Foundation
Global Knowledge
12/2025
// contact
Got a ticket queue that needs a hand?
Open to freelance assignments across Flanders. Remote-friendly. Let's talk.
Bornem, Belgium