Mohammed Maali

IT Infrastructure Management

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Mainz, Germany

Experience

Sep 2022 - Mar 2025
2 years 7 months

IT Infrastructure Management

E.On, Bayernwerk, West energy

  • Extensive experience in IT service management based on Agile and ITIL processes
  • Implementing measures to ensure smooth incident and problem management
  • Quick processing of orders in request management
  • Resolving technical requirements and requests based on expertise
  • Advising users on all IT topics
  • Monitoring service level agreements
  • Collaborating with internal teams and establishing standard solutions for recurring issues
  • Proactive maintenance and monitoring
  • Automation and standardization
  • Continuous learning, evaluation, and optimization
  • Documentation in the ServiceNow and Jera ticket systems
  • Document management with SharePoint and Confluence
  • Knowledge of Microsoft 365, Microsoft Azure, and cloud computing
  • Backup and replication systems with Veeam
  • Knowledge of SAP S/4HANA
May 2022 - Aug 2022
4 months

IT Infrastructure Management

NET- WB GmbH

  • Monitoring and taking over incident management
  • Handling user requests
  • Providing a communication channel between ITSM functions and users
  • Quick response to IT problem requests
  • Server administration and Active Directory management
  • Managing employee groups
Mar 2022 - May 2022
3 months
Frankfurt, Germany

Server Administration

Finanz Informatik Technologie Service

  • Monitoring and managing systems, applications, and customer environments in decentralized and network areas on a shift basis
  • Server administration and Active Directory management
  • Incident detection with problem analysis and resolution
  • Communicating with specialist departments and escalating when needed
  • Documenting incidents and actions in the ARS ticketing system
  • Following up on incidents by writing action instructions and suggested solutions
  • Performing changes according to the change process
  • Proactively detecting and resolving faults
  • Knowledge of SCOM, Command FNT, Windows AD, vSphere, Network Node, and Infoblox Manager
Feb 2022 - Feb 2022
1 month

IT Support

Denkmalneu

  • 1st and 2nd level support
  • System monitoring and troubleshooting using Jira
  • Knowledge of Windows AD, Windows Server 2016, Windows endpoint, and Intune
  • Resetting passwords and fixing login errors
  • Setting up Outlook and adding signatures
  • Maintaining Microsoft Active Directory, Windows Intune, as well as DHCP and DNS on Windows Server 2012R2, 2016, and 2019
Jan 2016 - Nov 2021
5 years 11 months

IT Support, IT Infrastructure Management

DOW/ Trinseo

  • Supporting, maintaining, and servicing Windows network infrastructure
  • IT support for employees, analyzing and resolving operational issues
  • Office 365 support and fixing login errors
  • Carrying out IT projects in collaboration with all business units
  • Planning and procurement of hardware and software
  • Maintaining Microsoft Active Directory, Windows Intune, as well as DHCP and DNS on Windows Server 2012R2, 2016, and 2019
  • 2nd and 3rd level support for AD users and permission management
  • Managing SLA and asset distribution processes
  • Documenting and managing tickets and requests in ServiceNow
  • System monitoring and troubleshooting
  • Creating and maintaining standard operating procedures for PCLM services
Jan 2014 - Jan 2016
2 years 1 month

Business Software Trainer, Field Support Engineer

Domino's Pizza House

  • Training executives and staff on the Pulse software system
  • Team lead for nationwide software rollout
  • Retraining management and staff on Pulse software
Jan 2002 - Dec 2013
12 years

Own company, IT service provider, training center for IT specialists in system integration

CSM Mainz

  • Full IT service, system maintenance and network administration
  • Hardware and software troubleshooting
  • IT consulting and monitoring
  • Telecom and internet consulting
  • Data backup and recovery
  • Remote support and training
Jan 1995 - Dec 2001
7 years

Consultant and service provider for network technology and UNIX multi-user systems

Netix System Consultant

  • Consulting and services in network technology and UNIX multi-user systems
  • Sales of related software and hardware
  • Development and sales of netix POS checkout solution for retail

Languages

German
Advanced
English
Advanced

Education

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Diploma · Business Administration and Computer Science

Certifications & licenses

Agile Scrum Master Certification

ITIL V3 Foundation Certification

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