Martina T. - Operations Engineer IT Support

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Schöneck, Germany

Experience

Mar 2024 - Jun 2025

1 year 4 months

Heidenheim, Germany

Remote

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Paul Hartmann AG

Supporting the MDM team in daily tasks (100% remote)
Data entry according to guidelines
Master data maintenance in SAP SD
Maintaining prices in SAP SD
Continuous data reconciliation and error analysis
Creating surveys with MS Forms
Analyzing and evaluating results and data
Creating simple workflows to automate processes
Documentation

Jan 2023 - Sep 2023

9 months

Bremerhaven, Germany

On-site

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BLG Logistics Group AG & Co. KG

Supporting telecommunications infrastructure (100% remote)
Coordinating and scheduling technicians for onsite service/rollout
Managing external service providers
Handling incidents, changes and requests
Setting up/configuring the XPhone hotline
Creating documentation
Setting up/configuring a phone directory

Sep 2022 - Nov 2022

3 months

Mannheim, Germany

Remote

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MVV Enamic GmbH

Supporting and testing sales applications (100% remote)
Assisting in test management: designing and writing complex test cases in TestRail or via word processing
Conducting tests in SAP CRM, SAP Marketing Cloud, SAP Commerce Cloud, SAP Sales Cloud and integrated systems
Supporting and coordinating departmental tests
Operational first and second level support
Initial analysis and handling of incident tickets
Performing document corrections
Incident handling and coordination

Jul 2021 - Jul 2022

1 year 1 month

Rottendorf, Germany

Operations Engineer IT Support

s.Oliver Bernd Freier GmbH & Co. KG

First and second level support in MS Windows environment (Windows 10)
Assisting the service hotline
Setting up multifunction printers and mobile devices
Creating and managing employee accounts (AD/IdM)
Assigning and reviewing permissions
Forwarding and coordinating tickets to downstream teams
Supporting and improving process flows in HR, IdM and IT support

Apr 2021 - Jul 2021

4 months

Offenbach, Germany

Remote

IT Consultant - Windows 10 & Application Support

Keller Holding GmbH

First and second level IT support in Windows 10 environment (90% remote)
Installing, configuring and administering clients and applications
Supporting notebook provisioning
User support for Microsoft applications and Polycom phones
Assigning permissions (AD/Azure AD)
Forwarding and coordinating to third level support

Jun 2020 - Oct 2020

5 months

Frankfurt, Germany

Remote

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Microsoft GmbH für ECB

User acceptance testing and Windows 10 + application support (100% remote)
First and second level IT support in Windows 10 environment following ITIL process
Tracking and coordinating UAT testers
Assisting end users with Windows 10 VMs and laptops
Assessing and logging incidents in Jira
Helping with application issues (Microsoft Windows, Office, Anaconda/Python, Tableau Prep/Reader, R/RStudio, Miktex, Oracle, FAME etc.)
Supporting VPN connection issues
Creating solution documents for support in German and English

Dec 2018 - Feb 2020

1 year 3 months

Oberursel, Germany

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Alte Leipziger - Hallesche Konzern

Order management for hardware and software orders as well as user permissions
Reviewing, coordinating and assigning incoming orders
Complaint management for hardware and software orders
First contact for customers and support units via hotline and service mailboxes
Process and SLA improvement
Handling orders (SD/change/incidents) in HPSM
Admin management and configuration in HP Service Manager
Manual software assignments for failed automated installations
AD user management
User and client management via internal tool
Testing and troubleshooting during migration to new Magento shop

Jul 2018 - Sep 2018

3 months

Wiesbaden, Germany

Service Delivery Management

Ratiodata bei R+V Versicherung

First contact between customers and network/security operations
Process improvement and deadline monitoring
Checking and monitoring timesheets and SRQs
Tracking changes and incidents

Apr 2014 - Dec 2014

9 months

Frankfurt, Germany

Change Management Support

Commerzbank AG

Creating and monitoring requested changes
Monitoring and tracking changes
Requesting approvals and reviewing rejections
Ensuring proper workflow
SharePoint management including migration schedule monitoring, database reconciliation, cluster maintenance
Cleaning up cluster and product data

May 2011 - Feb 2012

10 months

Frankfurt, Germany

Junior Tester Marketing & Internet Banking

ING-DiBa AG

Conducting functional tests as part of IT changes
Optimizing workflows and processes and reporting tests
Acting as liaison to departments for test cases
Functional, operational and structured testing in internet banking & brokerage
Introducing mTAN/mobile banking
Designing the new banking interface (launched 2012)
Participating in projects
Organizational and administrative tasks
Designing and writing test cases
Tracking Jira tickets
Creating screen descriptions, use cases, element descriptions

Oct 2010 - Dec 2010

3 months

Frankfurt, Germany

Business Continuity Management (BCM)

Commerzbank AG

Supporting PMO/assistant to the COO Group Finance
Preparing promotion processes
Updating skill matrices and organizational charts
Preparing decision templates (content & format)
Supporting the business management team with IT rollouts and relocations
Creating presentations for Group Finance
Developing and updating the emergency plan and handbook
Creating reference cards for the emergency handbook

Jul 2009 - Apr 2010

10 months

Heidelberg, Germany

Project Assistant

ABB Stotz-Kontakt

Supporting controlling, purchasing and order processing
Invoice verification and billing
Data entry in SAP system (MM)
Preparing tenders, mail merges and Excel lists
Creating documentation
Recording contracts and framework agreements

Nov 2008 - May 2009

7 months

Frankfurt, Germany

Data Quality Project

Eurex Frankfurt AG (Deutsche Börse)

Data entry and corrections in SAP CRM
Capturing information via web and phone
Analyzing data for completeness and accuracy

Apr 2008 - Nov 2008

8 months

Eschborn, Germany

Project Support Specialist, CS & NO-SD Order Management

BT Germany GmbH & Co oHG

Supporting customers worldwide (about 120 sites)
Migrating network to MPLS and/or ADS
Actively supporting project/order management
Coordinating and monitoring project progress
Budget and cost controlling
Liaising with customers, suppliers, installers and technicians

Jan 2008 - Jan 2008

1 month

Bad Soden, Germany

HP Emergency Rollout

Krupp Uhde

Rolling out PCs, notebooks and monitors (warranty replacements)
Supporting customers worldwide (about 120 sites)
Coordinating and monitoring project progress
Budget and cost controlling
Liaising with customers, suppliers, installers and technicians

Oct 2002 - Mar 2003

6 months

Frankfurt, Germany

Order Processing Telecommunications & Data Networks + Home Office

InfraServ GmbH & Co. Hoechst KG

Helpdesk and support, order acceptance and processing
Coordinating and tracking data network and telecommunications orders
Processing switch orders via ComNet software
Supporting home office users (VPN, laptops, PCs, peripherals)

Summary

As a freelancer in first and second level IT support with over 20 years of experience, I offer comprehensive expertise in supporting international companies in banking, telecommunications, aviation, energy, logistics, fashion, chemical and pharmaceutical industries. With my deep understanding of the specific requirements in different sectors, I have successfully helped optimize IT infrastructures and customer satisfaction.