Tommy G.
1st Level Supporter / Service Technician / IT System Administrator
Experience
Jan 2023 - Present
2 years 9 monthsRemote
1st Level Supporter / Service Technician / IT System Administrator
Freelancer
- Supporting end users by phone and Skype
- Troubleshooting and problem resolution over phone and remote access
- Independently receiving incident reports
- Forwarding unsolvable issues to the appropriate escalation level
- Reinstalling incorrectly installed software or misconfigured computers
- Receiving inquiries and incident reports via email or ticketing system
- Identifying and classifying issues and requests
- Performing initial diagnostics and first-line solutions for common issues
- Providing basic technical support to users for hardware and software
- Escalating complex issues and requests to 2nd or 3rd level support
- Documenting incidents and solutions in a ticketing system
- Monitoring and escalating open tickets to ensure timely resolution
- Communicating with users to update the progress of issue resolution
- Installing, configuring and maintaining hardware and software components
- Performing repairs and replacing faulty components
- Monitoring and optimizing system performance and network connections
- Assisting with technical troubleshooting and diagnostics
- Installing and configuring operating systems and application software
- Ensuring compliance with security policies and data protection regulations
- Managing user accounts and access rights
- Performing regular backups and recovery processes
- Creating technical documentation and guides
- Training users in handling IT systems and applications
Jan 2022 - Dec 2022
1 yearIT Teamlead Supporter
Freelancer
- Supporting clients with Windows 10 and Office 365
- Deploying images, reinstalling and configuring user-specific software
- Documenting errors and issues
- Providing phone support to service technicians
- Resolving issues via remote access
- Managing user passwords in Active Directory (creation and deletion)
- Managing and maintaining simple databases
- Leading and coordinating a team of IT support staff
- Distributing and prioritizing tasks within the team
- Supporting and mentoring team members in problem solving and skill development
- Monitoring team performance and productivity
- Ensuring compliance with Service Level Agreements (SLAs) and customer satisfaction
- Escalating complex or urgent cases to higher support levels or specialist departments
- Conducting regular team meetings and training sessions
- Reporting to IT management on team performance and development
- Identifying improvement opportunities in the support process and implementing measures
Jan 2021 - Dec 2021
1 yearOn-site
On-Site-Supporter / Network Technician / IT Teamlead Supporter
Freelancer
- Monitoring and configuring network interfaces
- Assisting with network outages
- Providing network outage support by phone or on-site
- Maintaining and configuring technical network components (routers, switches, modems)
- Registering computers in the company intranet
- Maintaining the network infrastructure
- Leading and coordinating a team of IT support staff
- Providing on-site technical support to clients
- Installing, configuring and maintaining hardware components and peripherals
- Diagnosing and troubleshooting hardware, software, and network issues
- Assisting in setting up and configuring network connections
- Performing repairs and replacing faulty components
- Distributing and prioritizing tasks within the team
- Supporting and mentoring team members in problem solving and skill development
- Monitoring team performance and productivity
- Ensuring compliance with Service Level Agreements (SLAs) and customer satisfaction
- Escalating complex or urgent cases to higher support levels or specialist departments
- Conducting regular team meetings and training sessions
- Reporting to IT management on team performance and development
- Identifying improvement opportunities in the support process and implementing measures
- Planning, implementing and maintaining network infrastructures
- Configuring network devices such as routers, switches, and firewalls
- Monitoring and optimizing network performance
- Assisting in setting up and managing network services such as DHCP, DNS, and VPN
Jan 2020 - Dec 2020
1 yearRemote
1st Level Supporter / IT Service Technician / IT System Administrator
Freelancer
- Supporting end users by phone and Skype
- Troubleshooting and diagnostics via phone and remote access
- Forwarding unsolvable issues to the appropriate escalation level
- Reinstalling incorrectly installed software or misconfigured computers
- Receiving inquiries and incident reports via phone, email or ticketing system
- Identifying and classifying issues and requests
- Performing initial diagnostics and first-line solutions for common issues
- Providing basic technical support to users for hardware and software
- Escalating complex issues and requests to 2nd or 3rd level support
- Documenting incidents and solutions in a ticketing system
- Monitoring and escalating open tickets to ensure timely resolution
- Communicating with users to update the progress of issue resolution
- Installing, configuring and maintaining hardware and software components
- Performing repairs and replacing faulty components
- Monitoring and optimizing system performance and network connections
- Assisting with technical troubleshooting and diagnostics
- Installing and configuring operating systems and application software
- Ensuring compliance with security policies and data protection regulations
- Managing user accounts and access rights
- Performing regular backups and recovery processes
- Creating technical documentation and guides
- Training users in handling IT systems and applications
Jan 2019 - Dec 2019
1 yearIT Teamlead Supporter / IT System Administrator
Freelancer
- Client support with Windows 10 and Office 365
- Deploying images, reinstalling and configuring user-specific software
- Documenting errors and issues
- Providing phone support to service technicians
- Resolving issues via remote support
- Creating and deleting user passwords in Active Directory
- Managing simple databases
- Leading and coordinating a team of IT support staff
- Distributing and prioritizing tasks within the team
- Supporting and mentoring team members in problem solving and skill development
- Monitoring team performance and productivity
- Ensuring compliance with Service Level Agreements (SLAs) and customer satisfaction
- Escalating complex or urgent cases to higher support levels or specialist departments
- Conducting regular team meetings and training sessions
- Reporting to IT management on team performance and development
- Identifying improvement opportunities in the support process and implementing measures
Jan 2018 - Dec 2018
1 yearOn-site
On-Site Supporter / Network Technician
Freelancer
- Monitoring and configuring network interfaces
- Providing support for network issues
- Providing assistance with network issues via phone or on-site support
- Maintaining and configuring technical network components (routers, switches, modems)
- Registering computers in the company intranet
- Maintaining the network infrastructure
- Providing on-site technical support at customer locations
- Installing, configuring, and maintaining hardware components and peripherals
- Diagnosing and resolving hardware and software issues
- Assisting with setting up and configuring network connections
- Performing repairs and replacing faulty components
- Planning, implementing, and maintaining network infrastructures
- Configuring network devices such as routers, switches, and firewalls
- Monitoring and optimizing network performance
- Diagnosing and resolving network issues
- Assisting with setting up and managing network services such as DHCP, DNS, and VPN
Jan 2016 - Dec 2017
2 yearsRemote
1st Level Supporter / IT Service Technician
Freelancer
- Supporting end users via phone and Skype
- Troubleshooting and diagnosing issues via phone and remote access
- Independently handling incident reports
- Escalating unresolved issues to the appropriate level
- Reinstalling improperly installed software or misconfigured computers
- Receiving inquiries and incident reports via phone, email, or ticketing system
- Identifying and classifying problems and requests
- Performing initial diagnostic steps and solutions for common issues
- Providing basic technical support to users for hardware and software usage
- Escalating complex issues and requests to 2nd or 3rd level support
- Documenting incidents and solutions in a ticketing system
- Monitoring and escalating open tickets to ensure issues are resolved in time
- Communicating with users to update on the progress of issue resolution
- Installing, configuring, and maintaining hardware and software components
- Performing repairs and replacing defective components
- Monitoring and optimizing system performance and network connections
- Assisting in troubleshooting and diagnosing technical problems
- Installing and configuring operating systems and application software
- Ensuring compliance with security policies and data protection regulations
- Managing user accounts and access rights
- Performing regular backups and recovery processes
- Creating technical documentation and guides
- Training users in using IT systems and applications
Jan 2014 - Dec 2015
2 years1st Level Supporter / IT Service Technician
Freelancer
- MDM support (Mobile Device Management)
- Providing 1st and 2nd level support
- Handling support tickets
- Provisioning, staging, and imaging devices
- Coordinating hardware orders
- Recording and managing orders in the inventory management system
- Assisting with warehouse activities
- Creating reports and developing and maintaining work schedules
- Receiving inquiries and incident reports via phone, email, or ticketing system
- Identifying and classifying problems and requests
- Performing initial diagnostic steps and solutions for common issues
- Providing basic technical support to users for hardware and software usage
- Escalating complex issues and requests to 2nd or 3rd level support
- Documenting incidents and solutions in a ticketing system
- Monitoring and escalating open tickets to ensure issues are resolved on time
- Communicating with users to update on the progress of issue resolution
- Installing, configuring, and maintaining hardware and software components
- Performing repairs and replacing defective components
- Monitoring and optimizing system performance and network connections
- Assisting in troubleshooting and diagnosing technical issues
- Installing and configuring operating systems and application software
- Ensuring compliance with security policies and data protection regulations
- Managing user accounts and access rights
- Performing regular backups and recovery processes
- Creating technical documentation and guides
- Training users in using IT systems and applications
Languages
German
NativeEnglish
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