Michael G. - IT Service Manager

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Fulda, Germany

Experience

Nov 2023 - Present

1 year 10 months

Germany

IT Service Manager

REWE Digital

Administration and management of the TOPdesk ticket system at REWE Retail Germany for efficient processing of incidents and service requests within IT Service Management (ITSM)
Implementation and management of new features in the system to continuously optimize processes
API integration and automation (Freemarker Java Markup Language, FIQL queries) for flexible and efficient system adjustments
Development and code implementation using GIT and Visual Studio Code / Secure Shell for stable, secure, versioned code
Automated data imports with action sequences to reduce manual tasks and increase efficiency
Performance optimization in the TOPdesk system: developed and implemented an automated ticket distribution function, reducing execution time from 5 minutes to 30 seconds

May 2023 - Nov 2023

7 months

Germany

On-site

3rd Level On-Site Support

Sanofi Aventis Group

Incident and service management in the ITSM tool ServiceNow (SNOW) for handling incidents, service requests, and ad-hoc inquiries
Troubleshooting end-user issues and providing support for technical challenges
Setting up and packaging measurement software and instruments to support drug development and production according to GMP guidelines
Managing LabSolutions, service offerings, and asset assignments in the lab environment
Active Directory administration: managing groups and editing attributes to ensure correct access rights
System administration and security management: working with SCCM, FireEye, and Citrix (WARP Jumpbox) for endpoint and network protection
Database maintenance and administration (Oracle Apex): managing instrument and device data
Analyzing and implementing group policies (Group Policy Objects, GPOs, and Group Policy Preferences, GPP) to optimize security and user experience
Compatibility management for measurement software across various Windows versions (Windows 98 to Windows 11)
Network administration: working with DHCP and integrating new hardware drivers
PowerShell scripting to automate administrative tasks and improve efficiency
Windows 10/11 rollouts and extensive troubleshooting in software deployment, OS deployment, and patch management
Backup, restore, and disaster recovery, including compliance with data security policies
Firewall and security configurations: managing Symantec rules, firewall settings, and network ports
Printer management and integration into the print network

Apr 2023 - Apr 2023

1 month

IT Technician

Cignizant Mobility GmbH

Patching and cable management of fiber optic cables according to plan specifications for an efficient network setup
Installing, configuring, and maintaining network devices like switches, firewalls, and servers to ensure a stable infrastructure
Labeling and documenting devices and port connections for clear network management
Network card management: removing and installing network cards for device maintenance and optimization
MAC address identification for network configuration and management

Jul 2022 - Apr 2023

10 months

On-site

On-Site Support

Volkswagen

1st and 2nd level support for fast problem resolution and effective user assistance
Ticket system management in the SC3 productive system (ITSM Group) for handling and tracking requests
User and permission management: assigning roles and administration in the SAP Basis area to ensure secure access rights
Monitoring and operating in the SAP area: error analysis for VW Global and escalation management for critical incidents
Documentation and data management: recording and maintaining monitoring values in Excel for logging and tracking
Working according to ITIL standards to ensure standardized and efficient IT processes
Using tools like PuTTY, Citrix, and VMware for stable system and network management
End-user workstation setup: configuring workstations (printer, monitors, computers, operating system) for a functional IT infrastructure
Host On-Demand client management for job control and process optimization
SAP job process management: restarting, adjusting, and completing scheduled job processes in the SAP area to ensure smooth system availability

May 2021 - Jul 2022

1 year 3 months

Germany

IT Support

Public Sector Healthcare

2nd level support handled via ticket system
Setting up new workstations
Small rollout tasks
User management and permissions
Working with Active Directory

Jul 2020 - Mar 2021

9 months

IT Field Service

Gauselmann

Database and CF card replacement
Rewiring of devices
Replacement of circuit boards
Error analysis and troubleshooting
Installation of player card (player protection)

Aug 2019 - Jun 2020

11 months

IT Incident Management in the Data Center

Quanta Computer GmbH

Troubleshooting server racks in the data center
Fixing issues in automated test runs
Component repairs on servers (CPU, GPU, DIMM, motherboard, etc.)
Working with the Jira ticket system
Working with Red Hat Enterprise and Linux
Contributing to the security of new prototypes (e.g. DDoS prevention)
On-site client training
Running Linux and Red Hat tests on servers
Number of servers for troubleshooting: approx. 200 racks with 20 server modules per rack

Feb 2019 - Jul 2019

6 months

Nationwide Kodak Alaris Rollout

Kodak Alaris

Rewiring and reinstalling photo booth printers
USB interface replacement (USB-C, USB Mini, iPhone)
Troubleshooting the printer system and Windows 10
Android device support for end customers and internal staff

Feb 2019 - Feb 2019

1 month

Germany

Rollout

BKA

Windows 10 Rollout
Working in the public sector

Aug 2018 - Jan 2019

6 months

Technical Field Service

Gauselmann

Technical guidelines for retrofitting slot machines nationwide at customer sites
Database and CF card replacement
Rewiring of devices and replacement of buttons
Replacement of control board electronics and relearning of devices
Calibration of hoppers and scales, MD100
Software updates in GSG and cash handling systems
Touchscreen recalibration

Jan 2015 - Jan 2018

3 years 1 month

IT Specialist in System Integration

Development of a Python script for automated splitting and encryption of technical API users from a central CSV into separate files to minimize the risk of accidentally pushing sensitive credentials to Git and to mitigate potential security incidents
File management and script creation with Zshell (Unix/Shell scripting) on macOS
Effective communication with product owners via Google Workspace, Slack, and Microsoft Teams to support smooth collaboration and clear alignment
Working in an agile environment (Scrum methodology, Kanban board) for efficient collaboration and rapid response times