Christopher S. - IAM Operations IT-Support

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Berlin, Germany

Experience

Aug 2023 - Apr 2024

9 months

IAM Operations IT-Support

KFW

Systems: One Identity Manager (IAM), SQL Server Management Studio (SSMS), Windows 10
Tools: HPSM (ticket system), Fastviewer (remote control management)
Platforms: Windows/Linux Server, mainframes
Network: RDP (Windows), VPN (Sophos Connect)
User support and consulting (phone, email)
Ticket handling (incidents and requests)
Reviewing/updating permissions, orders, tasks, and employee identities

Nov 2022 - Apr 2023

6 months

Remote

Service-Desk, Application Administration

pk systems GmbH

Systems: Jobrouter (process digitization), Barracuda RMM (remote monitoring and management), PRTG (network monitoring)
Tools: Deskpro (ticket system), TeamViewer (remote control management), Confluence (documentation), Mattermost (team collaboration)
Platforms: Windows
Network: RDP (Windows, Parallels), VPN (Sophos Connect)
Troubleshooting incidents and service requests from customer inquiries via email and phone
DeskPro administration (tickets, users, etc.)
Active Directory, Microsoft 365 Admin Center and Jobrouter administration (assets, services)
Setting up computers (PCs, notebooks) and shipping

Jun 2022 - Aug 2022

3 months

Remote

Service-Desk, L1/2 Technical IT Support

Data Experts GmbH

Systems: Windows/Linux Server
Tools: Jira (ticket system), TeamViewer (remote control management), Confluence (documentation), Lotus Notes (email management)
Platforms: Windows 10
Network: RDP (Windows), VPN (Sophos Connect)
Help desk (email, phone) and ticket handling
Error analysis and resolution of user tickets
Documentation of support workflows

Feb 2022 - Apr 2022

3 months

Remote

Service-Desk, L1/2 Technical IT Support

Protiviti GmbH

Systems: Windows 10
Tools: Ivanti (ticket system), Confluence (documentation), TeamViewer (remote control management)
Platforms: Windows Server, Azure and Citrix Virtual Desktop
Network: VPN, RDP (Windows)
Ticket/call handling according to ITIL
Troubleshooting Office 365, network issues
User management (Active Directory)

Jul 2016 - May 2018

1 year 11 months

Remote

Service-Desk, L1/2 Technical IT Support

Canto GmbH

System: Digital Asset Management (DAM)
Tools: Salesforce, Jira (ticket system), Confluence, TeamViewer (remote control management), Skype for Business (IP telephony)
Platforms: Windows Server 2003-2012, Linux, macOS, VirtualBox
Network: VPN, RDP (Windows), SSH (Linux), VNC (virtual network computing)
Ticket management (Salesforce CRM)
Project management (Jira, Confluence)
Test management with Cumulus (Oracle VirtualBox)

Aug 2014 - Oct 2015

1 year 3 months

Service-Desk, 2nd-Level IT Support

Digital Spirit

System: EnTraS (learning management system)
Tools: Jira (ticket system), Mantis (ticket system)
Platforms: Windows Server 2003-2008, VMware Workstation/ESXi
Network: VPN, RDP (Windows)
Ticket management (Jira, Mantis)
Customizing EnTraS
Testing with EnTraS (VMware Workstation, Oracle VirtualBox)

Mar 2009 - Aug 2009

6 months

Berlin, Germany

IT Administration, Web Programming and Web Tracking

DRK Kliniken Berlin

Systems: Typo3 (content management), intranet, MS IIS Server 6.0/Apache 2.0 (web servers), MySQL (database)
Platforms: Windows 2000/XP
Tools: Google Analytics, Google Webmaster Tools
IT administration of DRK website (customizing Typo3, backups)
IT administration of intranet (MS IIS Server, MySQL, backups)
SEO for DRK website (Google tools, etc.)

Dec 2006 - Sep 2007

10 months

Berlin, Germany

IT Integration of Document Management System (DMS) in Sales Department

DCVD/CharterWay

Systems: vehicle management system (FMS), document management system (Hummingbird DM 5)
Platforms: Windows 2000/XP
Tools: Lotus Notes 7, MS Office 2000
Creating document classification and technical concept
Coordinating software vendors for implementation of a data interface
Conducting functional and data tests on the DMS prototype
Supporting the rollout of DMS clients and DMS workshop for sales managers
Training sales managers in DMS document scanning
Creating DMS workflow documentation
Result: successful introduction/implementation of a DMS in CharterWay's sales department