Engineer Operations / Advanced Support Engineer

• Mar 2023 - Present

- Technical support for Productivity applications such as: Edge and Chrome browsers, Office 365, Adobe products, Team Viewer, Rumba, etc; - Acceptance, qualification, and processing of tickets; - Initial diagnosis and analysis, complete all necessary information in direct contact with the end user and documentation in the ticket system; - Troubleshooting of faults and resolving incidents; - Integration of 3rd level support or on-site support it necessary; - Implementation of user requirements and contiguration o systems and services; - Creation of "known error" descriptions and maintenance of the KMDB; - Ensuring the functionality of al systems. Show less

SWM Capability Implementation Engineer

• Sep 2022 - Mar 2023

As part of a team managing the software distribution of a large German insurance company, I take the following daily responsibilities:- Application package integration and publishing in DEV environment (App‑V, FlexApp & MSI):- MSI: via SCCM in terms of application deployment, application configuration, distribution to data center/s, monitoring of deployment process, configure/deploy/test uninstall application, determine install/uninstall detection methods (testing deployed application)- App‑V and FlexApp: Publishing (DEV, INT, check availability in PROD) and testing of the applications, removal of older versions of the applications after publishing of a new app, access management (for AOs), communication and collaboration with AOs regarding application publishing, check Citrix/NetScaler StoreFront for availability of the Apps and test App functionality.- Troubleshooting of DEV and UAT defects- Update of DEV pools to latest Pooled image after releases- Releases: A) PROD Ring0 (Pilot) biweekly release (App‑V Application Deployment, User Based Deployments); B) PROD Ring1 (Prod) biweekly release (App‑V Application Deployment, User Based Deployments)- SCCM DedC user‑based deployments- Preparation of MS Store Apps updates in DEV after Patch Tuesday and distribution to PROD with scoped Release- FSLogix AppMasking – rule creation in DEV/INT and publishing in PROD upon application testing and approval Show less

Windows Technical Support Engineer L2

• Sep 2021 - Sep 2022

As part of a team managing the file system of a large German automotive company, I took the following daily responsibilities:- daily work on incidents in BMC Remedy ticketing system- supporting daily issues related to access on the windows file system- performing change incidents varying from small to more complex changes- Server ́s performance evaluation and health checks- Work with Active Directory- Performance, Reliability and Event Logs analysis- OS Monitoring- Disk management (local and remote attached)- General System Administration- Performing daily, weekly and monthly housekeeping tasks as per process of the client- Supporting both German (mainly) and English-speaking customers- Processing requests for file system related reports for folders and user access- Creating reports related to folders and user access- Storage management- Working with Windows DFS Management- Managing access to confidential information Show less

Mobility Support Analyst (Contractor)

• Apr 2019 - Apr 2021

As part of the mobility services team I took the following responsibilities: - Participating at porting process from Vodafone to T-Mobile started by April 2020 - still not fully completed - Handling orders for new und upgrading mobile devices - providing support within the enrollment process of Apple iPhones and Android mobile phones - AirWatch - profile push, enterprise wipe, Apps push etc. - support and resolution of diverse issues on iOS and Android mobile devices (iPad, iPhone and Samsung) - Managing of the intern database of the mobile assets - managing of mobile subscriptions (T-Mobile and Vodafone): change of contract conditions, ordering of new SIM cards, blocking of a stolen or lost SIM cards, activate new SIM cards, activate new SIM cards for tablets - invoice reconciliation - Ticket handling and daily work with Remedy Ticketing System ITSM (requests and incidents) - taking part in providing support to the customers of the migration of AirWatch server - taking part in providing support to the users of the migration from the native Apple Mail app/Gmail app on Samsung devices to the Outlook app Show less

IT Technician

• Jan 2019 - Apr 2021

Field Service Technician (Contractor)

• Apr 2018 - Mar 2019

As part of the the IT department in Vestas I took the following responsibilities: - Onsite and remote support for more than 1000 English and German speaking employees (via Telephone, Skype, Email and WalkIn) - WindowsOS deployment via PXE, USB and SCCM - Software deployment via SCCM - Troubleshooting and resolution of complex software issues (onsite and remote) - Mobile phone support (iOS and Android) such as initial setup of new mobile phones, resolution of applications issues etc. - Printer, fax and telephony support - Daily work with the ticketing system ServiceNow (incidents and requests) - Microsoft Office 2016 support - VPN connectivity troubleshooting - Managing of local hardware assets via ServiceNow platform - Install of computer hardware and software as well - Daily use of an Active Directory and Group policy - Remote support via DameWare and AnyDesk Show less

IT Technician

• Apr 2018 - Jan 2019

IT Technician

• Apr 2015 - Mar 2018

- Handle German and English speaking customers - Accurate and timely escalation of complex cases, when needed - Smartphone Support (Android, Windows, iOS) - Experience of use of an Active Directory - 1st und 2nd-Level-Support - Windows deployment XP, 7, 8, 10 - Focus on customer expectations and satisfaction - Installing and uninstalling of hardware - Handle German and English speaking customers - Accurate and timely escalation of complex cases, when needed - Smartphone Support (Android, Windows, iOS) - Experience of use of an Active Directory - 1st und 2nd-Level-Support - Windows deployment XP, 7, 8, 10 - Focus on customer expectations and satisfaction - Installing and uninstalling of hardware