Recommended expert

Michael Gottfried

IT Service Manager

Michael Gottfried
Fulda, Germany

Experience

Nov 2023 - Present
2 years 3 months

IT Service Manager

REWE Digital

  • Management and administration of the TOPdesk ticketing system for efficient handling of incidents and service requests within IT Service Management (ITSM)
  • Implementation and management of new features in the system for continuous process optimization
  • API integration and automation (Freemarker Java Markup Language, FIQL queries) for flexible and efficient system customizations
  • Development and code implementation using GIT and Visual Studio Code / Secure Shell for stable, secure, and versioned code
  • Automated data imports with action sequences to reduce manual processes and increase efficiency
  • Performance optimization in the TOPdesk system: introduced an automated ticket distribution function, reducing execution time from 5 minutes to 30 seconds
  • Interface implementation between JIRA and TOPdesk for seamless integration of projects and processes
  • Co-development of the TOPdesk–Salesforce–SD-Jira integration to improve the customer service experience
  • Collaboration on the loyalty program (Rewe Bonus) to enhance customer satisfaction and loyalty
  • Support for company-wide ServiceNow rollout: user and role management, upgrade set configuration, creation and customization of transform maps including the definition of coalesced fields
  • Development of a temporary interface between ServiceNow and TOPdesk to ensure data consistency and transition processes
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
  • Setup and software packaging of measurement software and instruments according to GMP guidelines
  • Management of LabSolutions, service offerings, and asset assignments in a laboratory environment
  • Active Directory administration: group assignments and attribute editing
  • System administration and security management with SCCM, FireEye, and Citrix (WARP Jumpbox)
  • Database maintenance and administration (Oracle Apex)
  • Analysis and implementation of group policies (GPOs and GPP)
  • Compatibility management for measurement software across different Windows versions
  • Network management: DHCP and integration of new hardware drivers
  • PowerShell scripting to automate administrative tasks
  • Windows 10/11 rollouts, software/OS deployment, and patch management
  • Backup, restore, and disaster recovery
  • Firewall and security configurations: Symantec policies, firewall settings, and network ports
  • Printer management and integration into the print network
Apr 2023 - Apr 2023
1 month
Germany

IT Technician

Cignizant Mobility GmbH

  • Patching and cable management of fiber optic cables according to plan specifications
  • Installation, configuration, and maintenance of network devices (switches, firewalls, servers)
  • Labeling and documentation of devices and port connections
  • Removal and installation of network cards and determination of MAC addresses
Jul 2022 - Apr 2023
10 months
Germany
On-site

On-Site Support

Volkswagen

  • 1st and 2nd level support
  • Ticket system management in the SC3 productive system (ITSM Group)
  • User and permission management in the SAP Basis area
  • Monitoring and operation in the SAP area: error analysis and escalation management
  • Documentation and data management in Excel
  • Working according to ITIL standards
  • Use of tools such as Putty, Citrix, and VMware
  • End-user workstation setup
  • Host On-Demand client management
  • SAP job process management
May 2021 - Jul 2022
1 year 3 months
Frankfurt, Germany

IT Support

Public Sector Healthcare

  • 2nd level support via ticket system
  • Setup of new workstations
  • Small rollout tasks
  • User management and permissions
  • Working with Active Directory
Jul 2020 - Mar 2021
9 months
Germany

IT Field Service, TR 5.0 V2 Project

Gauselmann

  • Database and CF card replacement
  • Rewiring of devices
  • Circuit board replacement
  • Error analysis and troubleshooting
  • Installation of player card (player protection)
Aug 2019 - Jun 2020
11 months
Germany

IT Incident Management in the data center

Quanta Computer GmbH

  • Troubleshooting server racks (approx. 200 racks with 20 server modules)
  • Resolving issues in automated test runs
  • Component repair (CPU, GPU, DIMM, motherboard, etc.)
  • Work using Jira ticketing system
  • Working with Red Hat Enterprise and Linux
  • Contributing to the security of new prototypes (e.g., DDoS prevention)
  • On-site client training
Feb 2019 - Jul 2019
6 months
Germany

Rollout Technician

Kodak Alaris

  • Rewiring and reinstalling photo booth printers
  • USB interface replacement (USB-C, USB Mini, iPhone)
  • Troubleshooting printer system and Windows 10
  • Android device support for end customers and internal staff
Feb 2019 - Feb 2019
1 month
Wiesbaden, Germany

Rollout

BKA

  • Windows 10 rollout
  • Working in the public sector
Aug 2018 - Jan 2019
6 months
Germany

Technical Field Service, TR 5.0 V1 Project

Gauselmann

  • Technical guidelines for retrofitting slot machines
  • Database and CF card replacement
  • Rewiring devices and replacing buttons
  • Control board replacement and device reprogramming
  • Calibration of hopper and scale (MD100)
  • Software updates in GSG and exchange systems
  • Touchscreen recalibration
Jan 2015 - Jan 2018
3 years 1 month

IT Systems Integration Specialist

  • Developed a Python script to automatically split and encrypt technical API users from a central CSV into separate files to minimize the risk of accidentally pushing sensitive credentials to Git
  • Managed file operations and script creation using Zshell (Unix/Shell scripting) on macOS
  • Communicated effectively with product owners via Google Workspace, Slack, and Microsoft Teams
  • Worked in an agile environment (Scrum methodology, Kanban board)

Skills

  • Teamwork

  • Interpersonal Skills

  • Quick Understanding

  • Stress Resistance

  • Resilience

  • Open To Feedback

  • Willingness To Learn

  • Analytical Thinking

  • High Quality Awareness

  • Customer-oriented

  • Service-oriented

  • Windows 10/11, Azure Ad, Active Directory, Sccm/mecm, Outlook, Ms Office, M365

  • Teams, Onedrive, Sharepoint

  • Ibm Host-on-demand, Excel, Powerbi, Tableau, Putty, Html, Xml, Db Browser (Sqlite)

  • Redhat Enterprise, Linux, Macos

  • Aws, Iaas, Paas, Saas, Faas

  • Hybrid Multicloud, Cloud Native, Cloud Computing, Microsoft Azure

  • Github, Zenhub

  • Docker, Kubernetes, Openshift

  • Visual Studio Code

  • Test-driven Development, Behaviour-driven Development, Kanban, Scrum, Agile

  • Ci/cd Pipelines, Sdlc

  • Ai, Web Application, Flask

  • Shell Script, Bash (Unix Shell), Drcs, Gitbash, Postman, Api

  • Sql, Sqlite, Bigquery, Sqlserver, Mysql, Powerquery, Graphql

  • R Programming, R Markdown, Rstudio

  • Python, Json, Xml, Gherkin

  • Apex (Oracle Database)

  • Vmware, Citrix, Air Watch, Forticlient, Zscaler, Ivanti Secure

  • Lan, Wan, Firewall

  • Sap

  • Devops, Prompt Engineering

  • Monitoring, Logging

  • Test Case, Software Testing, Automated Testing

  • Sc3-ticket-system, Jira, Servicenow, Topdesk, Salesforce

Languages

German
Native
English
Advanced

Education

Jan 2015 - Jan 2018
Lorem ipsum dolor sit amet

IT Specialist in System Integration · System Integration · Germany

Certifications & licenses

Google: Data Analytics

Google

IBM: DevOps and Software Engineering

IBM

University Of Michigan: Python

University Of Michigan

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