Harry Bruns - IT Systems Manager Assistant

Recommended expert

Hamburg, Germany

Experience

Jan 2024 - Present

2 years 1 month

Hamburg, Germany

IT Systems Manager Assistant

Freshfields Bruckhaus Deringer

Monitoring the health and performance of internal IT systems (servers, networks, endpoints)
Performing routine checks on Active Directory, SCCM, antivirus, and MDM platforms
Diagnosing and resolving hardware/software issues on Windows, macOS, and mobile platforms
Conducting quality checks when implementing new technologies
Creating accurate documentation of incidents, changes, and service requests
Tracking and managing IT equipment inventory

Jan 2023 - Dec 2023

1 year

Hamburg, Germany

2nd Level IT Support Analyst

Freshfields Bruckhaus Deringer

Diagnosing and resolving issues with desktop systems, printers, and operating systems
Advising and guiding staff on hardware and software questions/issues
Collaborating with other IT service, data center, and network infrastructure teams worldwide
Installing, maintaining, and upgrading devices and related infrastructure
Conducting diagnostic tests to isolate system issues and performing proactive tasks on Windows and OS X
Identifying, investigating, and resolving technical problems, including creating an RCA
Installing, configuring, and maintaining Macs, PCs, peripherals, and other end-user devices

Jan 2022 - Dec 2022

1 year

Application Support Supervisor Technician

Dunraven Systems Ltd / Tekelek Europe Ltd

Analyzed data using SQL and created diagnoses and reports via Delta CRM
Provisioned Azure and legacy systems for device installations
Provided technical support to customers and resolved issues remotely
Responded to management inquiries regarding customer accounts, billing, and contracts
Proactively communicated with customers about internally identified issues
Prepared training sessions for corporate and individual clients

Jan 2021 - Dec 2021

1 year

Hamburg, Germany

IT Systems Technician

Datagroup

Provided technical support and troubleshooting for Minimax GmbH
Resolved software and hardware issues via remote access (TeamViewer, AnyDesk, Dameware)
Handled and analyzed incidents according to SLA agreements
Documented and maintained articles in the knowledge base and in Confluence
Collaborated closely with the 2nd-level support team to reduce escalations

Jan 2020 - Dec 2021

2 years

Hamburg, Germany

Supervisor Technical Support Engineer

O2 / Telefónica Germany GmbH & Co. OHG

Monitored the SD-WAN infrastructure for ALDI supermarket in the EMEA region
Performed initial investigations, analyses, and measurements of network connections
Organized and maintained on-site access for third-party technicians
Delivered customer service through SLA management, resulting in high customer satisfaction

Jan 2016 - Dec 2020

5 years

London, United Kingdom

Technical IT Support Team Leader

Hitachi Vantara

Coordination and handling of 300–500 customer inquiries through the customer and partner portal within five days
Supervision of the first-line support team for customer inquiries
Analysis and resolution of 50 cases daily with a 70% resolution rate to reduce escalations
Close collaboration with various company departments for a smooth transition of all transactions
Leadership and oversight of 50 staff members, coordinating and preparing training sessions and seminars

Jan 2015 - Dec 2016

2 years

Medellín, Colombia

Team Coordinator

ONG Organisation YWAM

Supervision and support of a team of 20 people in building a school in a rural area of South Africa
English teaching for children and teenagers aged 10 to 15 in Colombia
One-on-one counseling for parents on raising children with challenging behavior

Jan 2015 - Dec 2015

1 year

London, United Kingdom

Flight Attendant

British Airways

Ensuring compliance with all safety regulations and providing assistance in emergencies
Conducting safety demonstrations and informing passengers about emergency procedures
Ensuring flight efficiency by meeting all necessary requirements for smooth operations

Jan 2013 - Dec 2014

2 years

Shanghai, China

Project Development Manager

Greenwave & Involar Corporation

Liaison between Greenwave and public organizations (universities, schools, embassies, chambers of commerce) and building strong relationships
Introduction of a new method for handling customer inquiries and complaints to improve customer satisfaction
Development and implementation of innovative marketing strategies for Involar on YouTube

Summary

Reliable and versatile professional with international experience in IT support, customer service, and operations management. Combines technical expertise with solid training in hospitality, sales, and IT.

Skills

Microsoft Programs/server Environments: Microsoft 365, Active Directory, Exchange, Intune, Azure
Customer Relationship Management And Ticketing Systems: Salesforce, Servicenow, Zendesk, Insight
Network Administration (Lan/wan, Firewall, Vpn)
Strong Communication Skills And Assertiveness
Analytical Thinking And Structured Work Approach
Self-motivation And Team Orientation
Flexibility And Ability To Work Independently