Marcel Rogmann
Teamlead 1st-Lvl. Support
Experience
Sep 2022 - Aug 2024
2 yearsTeamlead 1st-Lvl. Support
- Support for 1st, 2nd and 3rd level support
- Building and leading the 1st level support team with 6 members
- Scheduling
- Conducting and designing trainings to optimize service processes
- Creating and maintaining a knowledge base for the support team and end users
- Rollouts of MFA and Windows Hello/Conditional Access, plus troubleshooting and documentation
- Migration from Exchange on-prem to O365 (about 320 users)
- User administration/access management for multiple global sites
- Supporting external staff and companies with access to internal systems and resources
- Dispatching and prioritizing incoming support cases
- Rollout of the current system build for Windows 10 devices
- Monitoring and creating tickets with escalation levels when needed
- Maintaining DNS entries and zones
- Hardware replacement – servers and clients
- Reporting
- Tools used: ManageEngine, Zabbix, AD, Entra, Exchange, Windows 10, 11 and Server, Q.Wiki, O365
Jan 2021 - May 2022
5 monthsIT-Organisator
- Scrum Master
- Development of requirements for the prod stage
- Planning and conducting stakeholder meetings
- Workshops
- Capturing user stories
- Interface between development team, stakeholders, and users
Jan 2020 - Sep 2021
9 monthsChangemanager
- Process optimization/implementation
- Developing front- and backend solutions
- Establishing a communication structure
- Preparing and running daily and coordination meetings
- Analyzing and developing concepts
- Preparing and executing tests and approvals
- Tools used: Jira, documentation, user stories, planning poker, reviews
Jan 2020 - Aug 2021
8 monthsRollout-Engineer TMS-OMS
- Preparation for OMS introduction
- Data preparation/standardization
- Master data maintenance
- Training employees
- System integration
- Supporting branches during disruptions
- Preparing EDI for customer migration to the new system
Jan 2020 - Dec 2020
1 yearConsultant
Internationale Gruppe für Umformtechnik
- Planning the build-up of an IT department with a user help desk
- Developing and setting up services and creating the target operating model
- Gathering and aligning requirements
- Further development of the service catalog
- Designing and optimizing service processes
- Reviewing and adjusting SLAs and OLAs/KPIs
- Creating and 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
Jul 2019 - Dec 2020
6 monthsTechnical Consultant
- Software architecture – design/concept/documentation, implementation
- Assessing the environment
- Coordination with other departments and service providers
- Planning the new structure
- Planning, implementing, integrating, and operating
- Creating the concept for the new environment
- Tools used: Jira, MS Server2008, MS Server 2019, AD, DNS, DHCP, PKI, OpenVPN
Jan 2019 - Jun 2019
6 monthsConsultant
- Planning the migration from Windows 7 to Windows 10
- Developing a Windows 10 client with standard applications 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 first users
- Close coordination with providers, other projects, and service desk
- Tools used: Windows 10, Microsoft SCCM, Microsoft Office 2019, MS O 365, MS Azure, IAM, UHD, virtualization,
Jan 2018 - Jun 2018
6 monthsTechnical Consultant
- Hardware renewal in the data center
- Assessing the IT infrastructure and hardware used
- Checking device warranties and lifecycle
- Designing the new IT infrastructure with IT security in mind
- Supporting procurement for IT system acquisitions
- Creating a technical concept for the new infrastructure, requirements and process description
- Tools used: Cisco AnyConnect, DELL, HP, MPLS, LAN, WAN, firewall, DMZ, VPN, SAN, backup, MS SQL, Linux, cloud services, monitoring, reporting,
Apr 2017 - Jun 2017
3 monthsTechnical Consultant
- Assessing and renewing middleware
- Reviewing the existing middleware
- Checking technical prerequisites
- Designing the new middleware environment
- Tools used: MS Windows 10, Citrix, VMware Horizon, Sophos, MacMon, PRTG
Jan 2016 - Mar 2017
3 monthsTechnical Consultant
- Assessing IT systems and server operating systems
- Checking IT systems and their lifecycle
- Reviewing server operating systems and applications
- Designing the new environment and renewed IT systems
- Tools used: Cisco, DELL, HP, MS Server 2019, LAN, WAN, firewall
Jan 2015 - Mar 2016
3 monthsTechnical Consultant
- Implementing an O365 environment using telephony in MS Teams
- Assessing the system environment/hosting, cloud/system dependencies
- Developing tenant structure
- Creating a concept
- Tools used: Azure AD.
Jan 2011 - Dec 2015
4 yearsTechnical Employee
- Handling and performing warranty repairs for various manufacturers
- Repair intake
- Fault analysis and identifying the faulty part
- Ordering spare parts
- Replacing defective parts
- Invoicing repairs to manufacturers
- Tools used: specific test tools to detect hardware faults.
- Parental leave
Summary
“Teamwork” experience gained through working in and leading teams. Flexibility and the ability to adapt and improvise quickly, goal-oriented and assertive. Many years of experience in team leadership and agile teams. Advanced skills in administration and Active Directory, virtualization, Microsoft Entra, O365, MS Teams, Exchange, management, TopDesk, PRTG and Zabbix – monitoring planning/implementation, software, infrastructure, software deployments. Further skills/project experience: troubleshooting, testing, analysis, IT system implementation/planning security measures. Administration of MS NT/2000–2022 server systems. Proactive problem solving, installation and management of clients, servers & printers. Active Directory/Azure, Office 365, documentation, SCCM, hands-on mentality
Languages
German
Native
English
Advanced
Certifications & licenses
A+
MCP
PRINCE2
Scrum
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