Technical Engineer - German Speaking

• Jul 2020 - Present

Supporting client userbase primarily in Germany but also some smaller sites across the rest of Europe with their Cisco UC and CC platforms. (Cisco UCCE / Cisco Call Manager)Coordinating with team of Cisco Engineers on projects to improve and troubleshoot longstanding issues within the current environment.Daily activities Including but not limited to user and groups creation, scripting changes / custom database changes / ISDN and SIP Gateway configurations and changes.Assisting the client with migration to new UCaas and CCaas solutions.

Senior Field Support Analyst

• May 2019 - Apr 2020

Supporting with escalations from 1st and 2nd line technicians. Ticket and workload distribution amongst the team. Daily and weekly reporting for teams call and ticket stats.Working with Network and Windows teams to take on additional responsibilities such as upgrading networking equipment, Cisco UC implementation and Microsoft 365 admin.

Field Support Analyst

• Jun 2017 - Apr 2020

Dealing with escalations from 1st line support. Supporting around 600 users in offices across Europe.General everyday Support including Laptop/PC build, Printer Support, Microsoft 365, Azure and Intune. Android/iOS support. Backup and recovery management.

German Speaking Service Desk Analyst

• Jun 2016 - Apr 2017

Remote support for a user base of 500+ Users across our German offices.Responsible for administration of user profiles in AD and many different company software systems.First point of contact for general day-to-day IT issues before escalating to level 2 and other application teams.24/7 on call support for high priority incidents. Remote support for a user base of 500+ Users across our German offices.Responsible for administration of user profiles in AD and many different company software systems.First point of contact for general day-to-day IT issues before escalating to level 2 and other application teams.24/7 on call support for high priority incidents.

Account Coordinator

• Oct 2015 - Jun 2016

Client Coordinator

• Dec 2014 - Oct 2015

This role was introduced as a new project. I still carry out my previous day-to-day tasks but I have the additional responsibility of providing a concierge service to the top 65 exhibitors at one of our biggest events in Europe. I act as their single point of contact for all queries, requirements and orders.

Exhibitor Service Coordinator

• Jan 2012 - Dec 2014

Order processing, email and chat handling with internal and external clients.Receiving inbound calls, dealings with exhibitor’s services: Furniture, Flooring, Stand fitting, Electrics, Graphics and Data Services. Liaising with Operations and Event Management. All communication logged on CRM system. Day to day use of Microsoft programs including; Word, Excel and PowerPoint. I also travel throughout Europe where I work as part of a team providing face to face assistance to clients. I have also worked as a Floor Manager ensuring high levels of quality were provided, Communicated regularly with third party suppliers to deliver multiple services and worked closely with Event Management to mark up costs and ensure maximum profit is generated.