Marcel Rogmann - Team Lead 1st-Level Support – supporting 1st, 2nd and 3rd level support

Q: Where is Marcel based?

Marcel is based in Castrop-Rauxel, Germany .

Q: What languages does Marcel speak?

Marcel speaks the following languages: German (Native), English (Advanced) .

Q: How many years of experience does Marcel have?

Marcel has at least 13 years of experience. During this time, Marcel has worked in at least 8 different roles and for 1 company . The average length of individual experience is 1 year . Note that Marcel may not have shared all experience and actually has more experience.

Q: What is Marcel's latest experience?

Marcel's most recent position is Team Lead 1st-Level Support – supporting 1st, 2nd and 3rd level support .

Q: Which industries is Marcel most experienced in?

Marcel is most experienced in industries like Information Technology (IT) , Manufacturing , and Transportation and Logistics .

Q: Which business areas is Marcel most experienced in?

Marcel is most experienced in business areas like Information Technology (IT) , Operations , and Customer Service . Marcel also has some experience in Project Management , Procurement and Purchasing , and Product Development .

Q: Which industries has Marcel worked in recently?

Marcel has recently worked in industries like Information Technology (IT) and Transportation and Logistics .

Q: Which business areas has Marcel worked in recently?

Marcel has recently worked in business areas like Information Technology (IT) , Operations , and Customer Service .

Q: Does Marcel have any certificates?

Marcel has 4 certificates . Among them, these include: A+ , MCP , and Prince2 .

Recommended expert

Castrop-Rauxel, Germany

Experience

Sep 2022 - Aug 2024

2 years

Team Lead 1st-Level Support – supporting 1st, 2nd and 3rd level support

Established and led the 1st-level support team of 6 employees
Shift planning
Conducting and designing training sessions to optimize service processes
Setting up and maintaining a knowledge base for the support team and end users
Rolling out MFA and Windows Hello/Conditional Access, as well as troubleshooting and documentation
Migrating Exchange on-premises to O365 (approx. 320 users)
User administration/access management for multiple global locations
Supporting external employees and companies with access to internal systems and resources
Dispatching and prioritizing incoming support cases
Rolling out the current system build for Windows 10 devices
Monitoring the monitoring tools and creating escalation tickets as required
Maintaining DNS records and zones
Replacing hardware – servers and clients
Reporting
Tools used: ManageEngine, Zabbix, AD, Entra, Exchange, Windows 10, 11 and Server, Q.Wiki, O365

Jan 2022 - Dec 2022

1 year

IT organizer

Scrum Master
Drafting requirements for the production stage
Planning and conducting stakeholder meetings
Workshops
Capturing user stories
Acting as the liaison between the development team, stakeholders and users

Jan 2021 - Dec 2021

1 year

Change Manager

Process optimization/implementation
Developing front-end and back-end solutions
Setting up a communication structure
Preparing and conducting daily and coordination meetings
Analyzing and developing concepts
Preparing and conducting tests and acceptance
Tools used: Jira, documentation, user stories, Planning Poker, reviews

Jan 2021 - Dec 2021

1 year

Rollout Engineer TMS-OMS

Preparing for the introduction of OMS
Data preparation/unification
Master data maintenance
Training employees
Connecting the systems
Supporting branch offices during disruptions
Preparing the EDI for migrating customers to the new system

Jan 2020 - Dec 2020

1 year

Consultant

International Group for Forming Technology

Planning the setup of an IT department with a user help desk
Developing and building services, as well as creating the target operating model
Capturing and aligning requirements
Further developing the service catalog
Designing and optimizing service processes
Reviewing and adjusting SLAs and OLAs / KPIs
Creating and further developing business services in the ITSM tool
Developing and setting up services for workplace management
Developing and setting up SLA reporting with KPIs
Creating a training concept for IT staff
Tools used: SAP, Jira, TopDesk, IT infrastructure, IT workstations, IT documentation, IT service management, workplace management

Jan 2019 - Dec 2019

1 year

Consultant

Planning the migration from Windows 7 to Windows 10
Development of a Windows 10 client with standard application including testing
Planning new IT infrastructure for client and software management
Planning international break & fix
Preparing internal rollout
Planning training for 1st and 2nd level support and initial users
Close coordination with providers, other projects and the service desk
Tools used: Windows 10, Microsoft SCCM, Microsoft Office 2019, MS O 365, MS Azure, IAM, UHD, Virtualization

Jan 2019 - Dec 2019

1 year

Technical Consultant

Software architecture – design/concept/documentation, implementation
Review of the environment
Coordination with other departments and service providers
Planning the new structure
Planning, implementation, integration and operation
Creating a concept for the new environment
Tools used: Jira, MS Server 2008, MS Server 2019, AD, DNS, DHCP, PKI, OpenVPN

Jan 2018 - Dec 2018

1 year

Technical Consultant

Hardware renewal in the data center
Review of the IT infrastructure and deployed hardware
Review of device warranty and lifecycle
Conceptual design of new IT infrastructure with IT security in mind
Supporting procurement in acquiring IT systems
Creating a technical concept for the new infrastructure, including requirements and process descriptions
Tools used: Cisco AnyConnect, DELL, HP, MPLS, LAN, WAN, Firewall, DMZ, VPN, SAN, Backup, MS SQL, Linux, Cloud Services, Monitoring, Reporting

Jan 2017 - Dec 2017

1 year

Technical Consultant

Review of IT systems and server operating systems
Review of IT systems and their lifecycle
Review of server operating systems and applications
Conceptual design of the new environment and updated IT systems
Tools used: Cisco, DELL, HP, MS Server 2019, LAN, WAN, Firewall

Jan 2017 - Dec 2017

1 year

Technical Consultant

Review and renewal of middleware
Review of the deployed middleware
Review of technical requirements
Conceptual design of the new middleware environment
Tools used: MS Windows 10, Citrix, VMware Horison, Sophos, MacMon, PRTG

Jan 2016 - Dec 2016

1 year

Technical Consultant

Implementing an O365 environment with telephony in MS Teams
Reviewing the system environment / hosting, cloud / system dependencies
Developing the tenant structure
Creating a concept
Tools used: Azure AD

Jan 2015 - Dec 2015

1 year

Technical Employee

Handling and performing warranty repairs for various manufacturers
Receiving devices for repair
Diagnosing faults and identifying the faulty part
Ordering replacement parts
Replacing defective parts
Invoicing the manufacturers for the completed repairs
Tools used: specific test tools to detect hardware faults

Jan 2012 - Dec 2015

4 years

Parental Leave

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Information Technology (7.5 years), Manufacturing (2 years), and Transportation (1 year).

Information Technology

Manufacturing

Transportation

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Information Technology (8.5 years), Operations (4.5 years), Customer Service (2 years), Project Management (2 years), Procurement (2 years), and Product Development (1 year).

Information Technology

Operations

Customer Service

Project Management

Procurement

Product Development

Skills

Teamwork Experience Gained Through Working With And Leading Teams
Flexibility And Ability To Adapt Quickly And Improvise
Goal-oriented And Able To Assert Myself
Many Years Of Experience In Team Leadership And Agile Teams
Advanced Knowledge Of Administration And Active Directory
Experience With Virtualization, Microsoft Entra, O365, Ms Teams, Exchange
Experience With Management, Topdesk, Prtg And Zabbix Monitoring
Planning And Implementing Software, Infrastructure And Software Deployments
Troubleshooting, Testing And Analysis Of It Systems
Implementing And Planning Security Measures
Administration Of Ms Nt/2000 – 2022 Server Systems
Proactive Problem Solving
Installing And Managing Clients, Servers And Printers
Active Directory/azure, Office 365
Documentation
Sccm
Strong Hands-on Mentality

Languages

German

Native

English

Advanced

Certifications & licenses

A+

MCP

Prince2

Scrum

Profile

Created

November 2024

Last Update

November 2025

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Marcel based?

Marcel is based in Castrop-Rauxel, Germany.

What languages does Marcel speak?

Marcel speaks the following languages: German (Native), English (Advanced).

How many years of experience does Marcel have?

Marcel has at least 13 years of experience. During this time, Marcel has worked in at least 8 different roles and for 1 company. The average length of individual experience is 1 year. Note that Marcel may not have shared all experience and actually has more experience.

What roles would Marcel be best suited for?

Based on recent experience, Marcel would be well-suited for roles such as: Team Lead 1st-Level Support – supporting 1st, 2nd and 3rd level support, IT organizer, Change Manager.

What is Marcel's latest experience?

Marcel's most recent position is Team Lead 1st-Level Support – supporting 1st, 2nd and 3rd level support.

Which industries is Marcel most experienced in?

Marcel is most experienced in industries like Information Technology (IT), Manufacturing, and Transportation and Logistics.

Which business areas is Marcel most experienced in?

Marcel is most experienced in business areas like Information Technology (IT), Operations, and Customer Service. Marcel also has some experience in Project Management, Procurement and Purchasing, and Product Development.

Which industries has Marcel worked in recently?

Marcel has recently worked in industries like Information Technology (IT) and Transportation and Logistics.

Which business areas has Marcel worked in recently?

Marcel has recently worked in business areas like Information Technology (IT), Operations, and Customer Service.

Does Marcel have any certificates?

Marcel has 4 certificates. Among them, these include: A+, MCP, and Prince2.

What is the availability of Marcel?

Marcel is immediately available full-time for suitable projects.

What is the rate of Marcel?

Marcel's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.