Harry B.
Assistant to the IT Systems Manager
Experience
Jan 2024 - Present
2 yearsAssistant to the IT Systems Manager
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 for the implementation of new technologies
- Creating detailed documentation of incidents, changes, and service requests
- Tracking and managing IT asset inventory
Jan 2023 - Dec 2024
2 years2nd Level IT Support Analyst
Freshfields Bruckhaus Deringer
- Diagnosing and resolving issues with desktop systems, printers, and operating systems
- Advising and guiding employees on hardware and software questions and issues
- Collaborating with global IT services, data center, and network infrastructure teams
- Installing, maintaining, and upgrading devices and related infrastructure
- Performing diagnostic tests and proactive activities on Windows and OS X
- Identifying, researching, and resolving technical problems, including creating RCAs
- Installing, configuring, and maintaining Macs, PCs, peripherals, and mobile devices
Jan 2022 - Dec 2023
2 yearsDundalk, Ireland
Supervisor Technician for Application Support
Dunraven Systems Ltd / Tekelek Europe Ltd
- Analyzed data with SQL and produced diagnoses and reports on Delta CRM
- Provisioned Azure and legacy systems for device installations
- Provided technical remote support to customers and troubleshooting
- Handled customer account, billing, and contract inquiries
- Proactively communicated with customers about internally detected issues
- Prepared and delivered training for corporate and private clients
Jan 2021 - Dec 2022
2 yearsHamburg, Germany
IT Systems Technician
Datagroup
- Provided technical support and troubleshooting for Minimax GmbH
- Resolved software and hardware issues via remote access (TeamViewer, AnyDesk, Dameware)
- Managed and analyzed incidents according to SLA agreements
- Documented and maintained articles in the knowledge base and Confluence
- Collaborated with the 2nd level support team to reduce escalations
Jan 2020 - Dec 2021
2 yearsHamburg, Germany
Supervisor Technical Support Engineer
O2 / Telefónica Germany GmbH & Co. OHG
- Monitored the SD-WAN infrastructure of ALDI supermarkets in the EMEA region
- Conducted preliminary investigations, analyses, and measurements of line connections
- Organized and maintained on-site access for third-party technicians
- Managed customer relationships based on SLAs to ensure high satisfaction
Jan 2016 - Dec 2020
5 yearsLondon, United Kingdom
Technical IT Support Team Lead
Hitachi Vantara
- Coordination and handling of 300–500 customer inquiries through the customer and partner portal in 5 days
- Supervision of the first-line support team for Hitachi customers
- Analysis and resolution of 50 cases daily with a 70% resolution rate and reduction of escalations
- Collaboration with different departments for smooth transitions and exceptional cases
- Leading and training 50 employees and preparing seminars
Jan 2015 - Dec 2016
2 yearsMedellín, Colombia
Team Coordinator
ONG Organisation YWAM
- Supervision and support of a 20-member team building a school in South Africa
- Teaching English to children and youth aged 10 to 15 in Colombia
- One-on-one counseling for parents raising children with challenging behavior
Jan 2015 - Dec 2015
1 yearLondon, 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 requirements for smooth operations
Jan 2013 - Dec 2014
2 yearsShanghai, China
Project Development Manager
Greenwave & Involar Corporation
- Liaison between Greenwave and public organizations (universities, schools, embassies, chambers of commerce)
- Introduction of a new method for handling customer inquiries and complaints to increase 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 know-how with a solid background in hospitality, sales, and IT.
Languages
French
NativeGerman
AdvancedEnglish
AdvancedSpanish
AdvancedItalian
Intermediate ...and 1 more
Education
Oct 2023 - Jun 2025
ENEB Business School (Escuela de Negocios Europea de Barcelona)
MBA & Master · Big Data & Business Intelligence · Spain
Oct 2018 - Jun 2019
Staffordshire University
BSc · Computer Science Technology · United Kingdom
Oct 2011 - Jun 2013
University of Liverpool
MSc · International Management · Liverpool, United Kingdom
...and 1 more
Certifications & licenses
Certified Network Engineer (CNE)
Global Association for Quality Management
Diploma In Hardware & Networking
Global Association for Quality Management (GAQM)
Certified Hardware And Technology Engineering (CHTE)
Global Association for Quality Management
Service Now IT Leadership Professional Certificate
LinkedIn Learning & Service Now
Certificate Of Associate Data Scientist In Python
Datacamp
English For IT 1 & IT 2 Certificates
Cisco Networking Academy & Open EDG
Qualifi Level 5 Diploma In TEFL
The TEFL Academy
Need a freelancer? Find your match in seconds.
Try FRATCH GPT More actions
Similar Freelancers
Discover other experts with similar qualifications and experience
- English
- Deutsch
2025 © FRATCH.IO GmbH. All rights reserved.