Rüdiger G. - 2nd level onsite and remote support

Bingen, Germany

Experience

Oct 2023 - Present

2 years 3 months

Frankfurt, Germany

On-site

2nd level onsite and remote support

Hays AG / KfW

2nd level onsite and remote support for mobile devices using the ServiceNow ticket system
Mobile device management of Apple iOS devices and BlackBerry MDM support
Maintaining the MDM platform, including deploying patches and service packs
Monitoring systems for security and performance
Resolving infrastructure incidents
Extracting and analyzing log files
Performing data backups and restores
Managing IT hardware assets (iPhones, iPads, SIM cards) with ServiceNow and MS Intune
Preparing the migration of all systems from BlackBerry to MS Intune
Documenting operational processes and inventorying hardware components
Providing 3rd level support for company-specific software

Apr 2023 - Sep 2023

6 months

Frankfurt, Germany

On-site

1st and 2nd level onsite and remote support

Somi Solutions GmbH / IG Metall Vorstandsverwaltung

Providing 1st and 2nd level onsite and remote support for Windows 10/11 and Office 365
Administering user management in Active Directory
Resolving client and peripheral issues via the IVANTI ticket system according to SLAs
Documenting and inventorying hardware components (Dell, Lenovo, HP)
Performing base and additional installations of company-specific software using Matrix 42
Analyzing and resolving software errors
Managing mobile devices (Android and iOS) through Azure AD user management
Planning and executing office relocations and setting up new workstations with documentation and testing

Oct 2022 - Mar 2023

6 months

Frankfurt, Germany

Rollout service and client/mobile support

Hays AG / IngDiBa AG

Providing rollout service and client/mobile support
Replacing various computer systems and migrating from the Swing environment to CMW (Cloud Managed Workplace)
Performing base and additional software installations using SCCM
Troubleshooting software errors
Managing IT hardware assets (HP hardware) with ServiceNow and MS Intune

Sep 2022 - Sep 2022

1 month

Mainz, Germany

Rollout service

Audius IT GmbH / Schott AG

Performing large-scale rollout service for Dell computer systems across multiple Schott AG locations in and around Mainz

Oct 2021 - Aug 2022

11 months

Ditzingen, Germany

On-site

2nd level remote and onsite support

Moritz Stingel Consulting / Trumpf AG

Providing 2nd level remote and onsite support for Windows 10 clients and Office 365 through ServiceNow according to SLA
Performing base and additional software installations using SCCM
Resolving application errors
Documenting and inventorying hardware components (Dell hardware)
Managing mobile devices (Apple iOS devices)
Supporting Azure and other cloud applications (MS Azure)
Providing 3rd level support for company-specific software

Dec 2020 - Sep 2021

10 months

Heusenstamm, Germany

On-site

2nd lvl onsite support

Somi Solutions GmbH / Urano GmbH

Resolving Windows 10 client and Office 365 hardware and software issues onsite
Building and operating the IT infrastructure for the COVID-19 vaccination center in Heusenstamm
Performing base and additional software installations and error analyses
Documenting and inventorying hardware components

Aug 2016 - Nov 2021

5 years 4 months

Neu-Isenburg, Germany

On-site

2nd lvl onsite support

Systeme 24 / Bilfinger Global IT

Resolving client and peripheral issues for Windows 10/7 and Office 2016 via Bilfinger Valuemation ticket system according to SLA
Documenting and inventorying hardware components (Dell hardware)
Testing and rolling out company-specific software in a secure Windows 10 LTSB test environment
Executing specialist test scenarios
Performing base and additional software installations using Ivanti DSM
Troubleshooting software errors
Providing 3rd lvl support for Bilfinger Maintenance software
Managing mobile devices (Android, iOS, Blackberry UEM)
Supporting videoconferencing systems
Managing asset and warehouse operations with Bilfinger Valuemation and SAP-R3/ERP
Planning and executing workplace relocations with documentation and functional testing

Dec 2015 - Aug 2016

9 months

Cologne, Germany

On-site

2nd lvl onsite support

Michael Page Interim / 1WorldSync GmbH

Providing 2nd lvl onsite support via OTRS and JIRA ticket systems according to SLA
Delivering remote support and helpdesk services
Conducting data and technical error analyses
Analyzing XML files
Preparing documentation and reporting

Apr 2015 - Nov 2015

8 months

Frankfurt, Germany

On-site

2nd lvl onsite support

Hemmersbach GmbH / IBM Thomson Reuters

Resolving Windows 7 client and Office 2012 hardware and software issues via HP ServiceManager 9 according to SLA
Supporting videoconferencing systems
Planning and executing workplace relocations with documentation and functional testing
Performing error analyses for hardware and software installations
Providing mobile support for Blackberry, iOS, Android devices

Jan 2015 - Mar 2016

1 year 3 months

Bingen, Germany

On-site

2nd lvl onsite support

Adecco Personaldienstleistungen GmbH / Oerlikon Balzers Coating GmbH

Resolving Windows 7 client and Office 2012 hardware and software issues via HP ServiceManager 8 according to SLA
Planning and executing workplace relocations with documentation and functional testing
Administering MS Server 2008/2012
Performing base and additional software installations
Providing mobile support for Blackberry, iOS, Android devices

Feb 2013 - Oct 2014

1 year 9 months

Munich, Germany

IT dispatching and technician deployment planning

Audius IT GmbH / Hewlett Packard GmbH, Allianz AG

Scheduling and planning technician deployments
Receiving customer requests from HP ServiceManager 8, SIMA, Remedy and ComDaMa systems
Verifying and quality-assuring issued work orders
Planning and executing on-site workplace relocations in Munich with documentation and testing

Aug 2012 - Jan 2013

6 months

Frankfurt, Germany

On-site

2nd lvl onsite support

Fujitsu Services GmbH

Resolving Windows 7 client and Office 2010 hardware and software issues according to SLA
Performing base and additional software installations
Planning and executing workplace relocations with documentation and functional testing
Managing asset inventory

May 2012 - Jul 2012

3 months

Frankfurt, Germany

Workplace relocations

SinetCon GmbH / Commerzbank AG

Planning and executing workplace relocations for over 200 users with documentation and functional testing

Jun 2009 - Apr 2012

2 years 11 months

Frankfurt, Germany

On-site

2nd lvl onsite support

Univativ GmbH / Commerzbank AG

Supporting Commerzbank service center with over 1,500 users for Windows XP/7 clients and Office 2008/2010 according to SLA
Resolving client and peripheral hardware and software issues
Planning and executing workplace relocations with documentation and functional testing
Managing asset inventory
Performing base and additional software installations
Supporting bank-specific software (Bloomberg, Thomson Reuters)
Providing mobile support for Blackberry, iOS, Android devices
Supporting videoconferencing (n-TV)
Reporting incidents to 3rd lvl support and hardware/software vendors

Jul 2004 - Mar 2009

4 years 9 months

Mainz, Germany

Employee in technical and commercial areas

Adecco Personaldienstleistungen

Performing technical support and bookkeeping tasks across various companies including Adam Opel AG, DB Schenker, Deutsche Telekom, MainzCom/Versatel, GM Europe, GM Fiat