IT Service Expert

With over 20 years of experience in 1st to 3rd level support, the candidate excels in IMAC processes, network integration, hardware exchange, and workplace configuration in sensitive environments like labs and data centers

Proficient in managing Windows Server, Active Directory, SCCM, Citrix, and monitoring tools such as PRTG, making them ideal for installation, maintenance, and system monitoring in medical IT operations

Experienced in using ticketing systems like ServiceNow, Omnitracker, and Remedy, their structured work approach and ITIL knowledge make them a reliable partner in incident and audit contexts

Demonstrates proven resilience in stressful situations and a willingness to undertake security-critical tasks, underscoring their suitability for demanding roles in medical environments

Delivered full-scope IMAC services for end-user devices in high-security production and lab environments, under virtual guard supervision

Conducted structured cable management, LAN/WAN patching, and network infrastructure upgrades

Performed hands-on replacement, configuration, and troubleshooting of security-relevant hardware

Executed diagnostics and resolved client device issues across Windows platforms

Documented all actions using Jira and created knowledge base entries in Confluence

Managed AV setups and ensured uptime of presentation systems (ClickShare, projectors, webcams)

Maintained asset inventory and conducted hardware return processes for decommissioning, donation, or cross-site redistribution

Administered ticket workflows independently and escalated issues per SLA thresholds

Tools: Microsoft 365, Atlassian Jira & Confluence, Windows 10/11

Operation & maintenance of Windows servers and network systems (including firewall and switches)

Support of heterogeneous IT landscapes in mediumsized businesses

Collaboration with internal stakeholders and sales in customer projects

Focus on operational security, documentation, and standardization

Dismantling & reinstallation of server and IT structures during site relocation

Network reconnection of services (AD, printers, file servers)

Support for internal system relocations and specialized procedures

2nd Level User Support (Windows/MAC, MS365)

Coordination & control of external IT service providers (client support, infrastructure, emergency operations)

Implementation & monitoring of SLAs and KPIs

Creation of service concepts, operational documentation & license overviews

Risk management & audit support in the enterprise environment

1:1 support for board & management on Windows and iOS basis

Support during board meetings (presentation and network technology)

Management and troubleshooting of sensitive data and systems

ITIL-compliant incident handling, problem identification, escalation management

Administration of Active Directory & Microsoft Office products

Monitoring & patch management via SCCM

Support in MDM management & training of the 1stlevel team

Setup & operation of home office infrastructure (VPN, MPLS, LTE, DSL)

Network planning & WLAN implementation in government locations

Management of firewall exceptions, DHCP, IP addresses & network segmentation

On-site deployments, project coordination & detailed technical documentation