IT Service Expert

Experienced IT Support Specialist with extensive background in 1st and 2nd level support with over 8 years of experience in IMAC projects, setting up and maintaining IT workstations, as well as supporting Microsoft and Citrix systems

Well-versed in daily user support: creating easy-to-follow guides, and conducting training sessions (on-site, remote, or via phone)

Detail-oriented in documentation & ITIL-focused, he is a proficient in using Jira, Confluence, and IT service processes, from building knowledge bases to ensuring compliance with quality management standards and audit requirements

With hands-on experience in hospitals, public authorities, and rollout projects, he is highly familiar with securitycritical IT infrastructures and coordinating complex IT initiatives

Handled daily IMAC tickets (Install, Move, Add, Change)

Setup and support of Citrix environments including user support

Management and troubleshooting of M365, Exchange, AD, Entra & Intune

Active testing and writing of self-service guides from the end-user perspective

Training new employees and developing the onboarding process

Maintenance and development of knowledge databases in Confluence

Documentation in the Jira system and contribution to service optimization

User Help Desk (on-site and home office)

Device management with Intune

Revising the onboarding process and writing new guides for users and self-service

Consulted on BaFin requirements (MDM, rights allocation, encryption, GDPR)

Developed emergency concepts and recovery strategies

Reorganized IT documents and filing structures

Consulted on outsourcing and third-party risks

Developed guidelines for software use in sensitive areas

Asset management including IT infrastructure and software

Mobile Device Management and workflow optimization

Conducted vulnerability analysis in IT processes (e.g., permissions, asset management, ticket systems)

Defined and introduced structured IT workflows including escalation logic

Created, maintained, and evaluated knowledge databases

Implemented incident management with a focus on monitoring

Analyzed customer satisfaction

Developed and optimized IT processes

Revised the ticket system and maintained the knowledge database

Dispatched tickets to responsible departments

Checked incoming tickets for completeness, categorization, forwarding, or inquiries

Evaluated tickets for recurring issues

Provided 1st & 2nd level hotline and on-site support

Managed tickets (ACMP)

Setup and encryption of new devices

Created VPN & Trust-Disk tokens

Policy management in AD

Hardware repair

Documentation for the knowledge database

Provided 1st & 2nd level support (on-site and hotline)

Installed and configured over 250 Windows devices

Managed in Azure & Intune

Hardware maintenance in Snipe-IT

User coordination and policy management

Planned and executed the Windows-10 rollout for 400 clients

Scheduled, installed hardware, and patched networks

Provided on-site support

Managed Windows-10 migration in a sensitive hospital environment

Technical coordination and deployment of multiple IT technicians

Setup and maintenance of thin clients (IGEL/VDI)

End device equipment, network printer assignment, permission management

Troubleshooting in ongoing hospital operations while ensuring maximum uptime