Michael Gottfried - IT Service Manager

Q: Where is Michael based?

Michael is based in Fulda, Germany .

Q: What languages does Michael speak?

Michael speaks the following languages: German (Native), English (Advanced) .

Q: How many years of experience does Michael have?

Michael has at least 10 years of experience. During this time, Michael has worked in at least 11 different roles and for 9 different companies . The average length of individual experience is 1 year and 11 months . Note that Michael may not have shared all experience and actually has more experience.

Q: What is Michael's latest experience?

Michael's most recent position is IT Service Manager at REWE Digital .

Q: What companies has Michael worked for in recent years?

In recent years, Michael has worked for REWE Digital , Sanofi Aventis Group , Cignizant Mobility GmbH , Volkswagen , and Public Sector Healthcare .

Q: Which industries is Michael most experienced in?

Michael is most experienced in industries like Information Technology (IT) , Retail , and Healthcare . Michael also has some experience in Government and Public Administration , Manufacturing , and Automotive .

Q: Which business areas is Michael most experienced in?

Michael is most experienced in business areas like Information Technology (IT) , Operations , and Customer Service .

Q: Which industries has Michael worked in recently?

Michael has recently worked in industries like Retail , Healthcare , and Government and Public Administration .

Q: Which business areas has Michael worked in recently?

Michael has recently worked in business areas like Information Technology (IT) and Operations .

Recommended expert

Fulda, Germany

Experience

Nov 2023 - Present

2 years 5 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)

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Information Technology (4.5 years), Retail (2.5 years), Automotive (1 year), Healthcare (1 year), Government and Administration (1 year), and Manufacturing (1 year).

Information Technology

Retail

Automotive

Healthcare

Government and Administration

Manufacturing

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Information Technology (10 years), Operations (2 years), and Customer Service (0.5 years).

Information Technology

Operations

Customer Service

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

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

Profile

Created

August 2025

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Michael based?

Michael is based in Fulda, Germany.

What languages does Michael speak?

Michael speaks the following languages: German (Native), English (Advanced).

How many years of experience does Michael have?

Michael has at least 10 years of experience. During this time, Michael has worked in at least 11 different roles and for 9 different companies. The average length of individual experience is 1 year and 11 months. Note that Michael may not have shared all experience and actually has more experience.

What roles would Michael be best suited for?

Based on recent experience, Michael would be well-suited for roles such as: IT Service Manager, 3rd Level On-Site Support, IT Technician.

What is Michael's latest experience?

Michael's most recent position is IT Service Manager at REWE Digital.

What companies has Michael worked for in recent years?

In recent years, Michael has worked for REWE Digital, Sanofi Aventis Group, Cignizant Mobility GmbH, Volkswagen, and Public Sector Healthcare.

Which industries is Michael most experienced in?

Michael is most experienced in industries like Information Technology (IT), Retail, and Healthcare. Michael also has some experience in Government and Public Administration, Manufacturing, and Automotive.

Which business areas is Michael most experienced in?

Michael is most experienced in business areas like Information Technology (IT), Operations, and Customer Service.

Which industries has Michael worked in recently?

Michael has recently worked in industries like Retail, Healthcare, and Government and Public Administration.

Which business areas has Michael worked in recently?

Michael has recently worked in business areas like Information Technology (IT) and Operations.

What is Michael's education?

Michael attended education in System Integration.

Does Michael have any certificates?

Michael has 3 certificates. These include: Google: Data Analytics, IBM: DevOps and Software Engineering, and University Of Michigan: Python.

What is the availability of Michael?

Michael is immediately available for suitable projects.

What is the rate of Michael?

Michael's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.