Marcel R.
Teamlead 1st-Lvl. Support
Experience
Sep 2022 - Aug 2024
2 yearsTeamlead 1st-Lvl. Support
- Provided 1st, 2nd and 3rd level support
- Set up and led a 1st level support team of 6 people
- Planned work schedules
- Conducted training sessions to improve service processes
- Built and maintained a knowledge base for the support team and end users
- Rolled out MFA and Windows Hello/Conditional Access, including troubleshooting and documentation
- Migrated Exchange on-premises to O365 (approx. 320 users)
- Managed user accounts and access for multiple locations worldwide
- Supported external staff and companies with access to internal systems and resources
- Dispatched and prioritized incoming support cases
- Rolled out the current system build for Windows 10 devices
- Monitored systems and created tickets with the appropriate escalation level when needed
- Maintained DNS records and zones
- Replaced hardware for servers and clients
- Reporting
- Tools used: ManageEngine, Zabbix, AD, Entra, Exchange, Windows 10, 11 and servers, Q.Wiki, O365
Jan 2022 - May 2022
5 monthsIT Organizer
- Scrum Master
- Defined requirements for the production stage
- Planned and led stakeholder meetings
- Workshops
- Gathered user stories
- Acted as liaison between the development team, stakeholders and users
Jan 2021 - Sep 2021
9 monthsChange Manager
- Process optimization/implementation
- Developed front-end and back-end solutions
- Established a communication structure
- Prepared and led daily and alignment meetings
- Analyzed and developed concepts
- Prepared and conducted tests and approvals
- Tools used: Jira, documentation, user stories, planning poker, reviews
Jan 2021 - Aug 2021
8 monthsRollout Engineer TMS-OMS
- Prepared for the introduction of OMS
- Data preparation/standardization
- Maintained master data
- Trained staff
- Commissioned systems
- Supported branches during system disruptions
- Prepared EDI for switching customers to the new system
Jan 2020 - Dec 2020
1 yearConsultant
International Group for Forming Technology
- Planned the setup of an IT department with a user help desk
- Developed and built services as well as created the target operating model
- Collected and aligned requirements
- Further developed the service catalog
- Designed and optimized service processes
- Reviewed and adjusted SLAs, OLAs and KPIs
- Created and enhanced business services in the ITSM tool
- Developed and built services for workplace management
- Developed and set up SLA reporting with KPIs
- Created a training concept for IT staff
- Tools used: SAP, Jira, TopDesk, IT infrastructure, IT workstation, IT documentation, IT service management, workplace management
Jul 2019 - Dec 2019
6 monthsTechnical Consultant
- Software architecture - design/conception/documentation, implementation
- Review of the environment
- Coordination with other departments and service providers
- Planning of the new structure
- Planning, implementation, integration and operation
- 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 Windows7 to Windows10
- Developing a Windows10 client with standard applications, including testing
- Planning new IT infrastructure for client and software management
- Planning international break & fix
- Preparing the internal rollout
- Planning training for 1st level and 2nd level support as well as first users
- Close coordination with providers, other projects and ServiceDesk
- Tools used: Windows10, Microsoft SCCM, Microsoft Office 2019, MS O 365, MS Azure, IAM, UHD, virtualization
Jan 2018 - Jun 2018
6 monthsTechnical Consultant
- Renewal of hardware in the data center
- Review of the IT infrastructure and the hardware used
- Checking device warranties and LifeCycle
- Designing the new IT infrastructure with IT security in mind
- Supporting procurement for the acquisition of IT systems
- Creating a technical concept for the new infrastructure, requirements and process descriptions
- Tools used: Cisco Any-Connect, DELL, HP, MPLS, LAN, WAN, Firewall, DMZ, VPN, SAN, Backup, MS SQL, Linux, Cloud services, Monitoring, Reporting
Apr 2017 - Jun 2017
3 monthsTechnical Consultant
- Reviewing and renewing the middleware
- Reviewing the middleware in use
- Checking the technical requirements
- Designing the new middleware environment
- Tools used: MS Windows10, Citrix, VMware Horison, Sophos, MacMon, PRTG
Jan 2017 - Mar 2017
3 monthsTechnical Consultant
- Reviewing IT systems and server operating systems
- Reviewing 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 2016 - Mar 2016
3 monthsTechnical 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 2012 - Dec 2015
4 yearsTechnical Employee
- Handling and performing warranty repairs for various manufacturers
- Repair intake
- Error analysis and identifying the faulty part
- Ordering replacement parts
- Replacing the faulty parts
- Invoicing the manufacturers for the repairs performed
- Tools used: specific test tools to detect hardware faults.
- Parental leave
Summary
"Teamwork" experience gained through working with and leading teams. Flexible and able to adapt and improvise quickly, goal-oriented and assertive.
Many years of experience in team leadership and agile teams. Advanced knowledge in administration and Active Directory, virtualization, Microsoft Entra, O365, MS Teams, Exchange, management, TopDesk, PRTG and Zabbix – planning and implementation of monitoring, software, infrastructure and software deployments. Other skills/project experience: troubleshooting, testing, analysis, IT system implementation and security planning, administration of server systems from MS NT/2000 to 2022, proactive problem-solving, installation and management of clients, servers & printers, Active Directory/Azure, Office 365, documentation, SCCM, hands-on mentality.
Languages
German
NativeEnglish
AdvancedCertifications & licenses
A+
MCP
PRINCE2
Scrum
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