Torsten L.
IT Consultant - Onsite Support - IT Technician - CICSO CUCM -
Experience
Sep 2025 - Present
2 monthsLübeck, Germany
On-siteOnsite Support
SANA Klinikum Lübeck / SANA IT
- Resolving issues/problems
- Setting up users in AD
- Asset maintenance
- Supporting clients/software
- Documenting changes
- Administrative tasks
- Patching network
- Troubleshooting
- DELL hardware
- Windows 11 rollout
Nov 2024 - Aug 2025
10 monthsBremen, Germany
On-siteCisco Callmanager CUCM support and operation
Ariane Group
- Resolving issues/problems
- Setting up users in Jabber
- Configuring phones
- Setting up and configuring conference systems
- Supporting the UCCX call center solution
- Upgrading CUCM to version 15.0
- Setting up and maintaining CUCM
- Passwords
- Hardware orders
- Asset maintenance
- Documenting changes
- Administrative tasks
- Patching network
- Troubleshooting
Mar 2024 - Oct 2024
8 monthsRemote
Workstation software support and operations
BITMARCK / Cloudeteer GmbH
- Resolving issues/problems
- Creating BSI security and change requests
- User support for client issues
- Office365
- Service Line4
Nov 2023 - Feb 2024
4 monthsBremen, Germany
On-siteCisco Callmanager support and operation
Ariane Group
- Resolving issues/problems
- Setting up users in Jabber
- Configuring phones
- Setting up and configuring conference systems
- Supporting the UCCX call center solution
- Setup and maintenance
- Passwords
- Hardware orders
- Asset maintenance
- Documenting changes
- Administrative tasks
- Patching network
- Troubleshooting
Jul 2023 - Oct 2023
4 monthsLemwerder, Germany
On-siteIT ticket coordinator and first and second level support
NVL B.V. & Co. KG
- Advising and coordinating the ticket processing team
- Reviewing service level agreements (SLAs)
- Key metrics: uptime, delivery time, response time, and resolution time
- Coordinating, qualifying, and reviewing all incoming tickets
- Clarifying issues in consultation with department heads
- Checking correct routing and SLA-compliant processing
- Analyzing and optimizing ticket quality
- Creating standard ticket templates and establishing standard procedures based on SLAs
- Providing feedback to shipyard management regarding the quality, completeness, and speed of tickets
Mar 2022 - Jun 2023
1 year 4 monthsRemote
First and Second Level Support
ABB Germany
- First and second level support in the support center
- Support for mobile devices and printers
Aug 2021 - Feb 2022
7 monthsHamburg, Germany
On-siteFirst and 2nd Level Supporter
CRIF GmbH, Hamburg branch
- User support
- Windows 10, Office 2016
- AD user management
- Client/software support
- Application support
- Ivanti
- Custom software
- Ticketing system OTRS
Oct 2020 - Jul 2021
10 monthsLaatzen, Germany
On-siteDesk Site Support Engineer Service Delivery & Operations DE
Emerson Automation Solutions | AVENTICS GmbH
- Windows 10, Office 365, Teams
- Ivanti software distribution
- User support at Laatzen site
- VOIP ezure/unitme, Cisco Jabber
- Network, Dell hardware, printers
- Active Directory
- Ticketing system ServiceNow
Feb 2020 - Sep 2020
8 monthsHamburg, Germany
On-siteFirst and 2nd Level Supporter
CRIFBÜRGEL Hamburg
- Automic Enterprise Job Scheduling
- Mobile Device Management MobileIron
- AD user management
- Client/software support
- Application support for custom software
- Ticketing system OTRS
Jul 2019 - Jan 2020
7 monthsBerlin, Germany
On-siteService Desk First Level Supporter
Konrad Adenauer Foundation
- Recording and resolving incidents/problems
- AD maintenance
- Setting up users and assigning permissions
- Password management
- Hardware orders
- Asset maintenance
- Documentation of support tickets
- Incident Management
- Software distribution
- Administrative tasks
- Client migration
- Windows 7 / Windows 10, Lotus Notes, Office
- Custom software, webmail
- Ticketing system OTRS
Jul 2018 - Jun 2019
1 yearFrankfurt, Germany
On-siteCISCO 2nd Level Support / Onsite Team Frankfurt
Commerzbank AG / BT Germany
- CISCO CallManager VOIP
- Telephony rollouts, service requests
- Onsite telephony support
- End user configuration
- Installation, configuration and testing of telephony hardware & software
- Telephony and video conference services
- Configuration of service requests
- 2nd level support desk Frankfurt
- Active contribution to incident and problem management
- Configuration according to specifications and templates
- Analysis, checks, configuration and troubleshooting
Jul 2017 - Jun 2018
1 yearHamburg, Germany
On-site2nd level support
CRIFBÜRGEL Hamburg
- Support clients/software MS Windows 7 Pro, MS Office 2010, migration to Office 2016
- SafeGuard disk encryption, Symantec
- Application support
- Juniper firewall client
- Windows Secure Application Client
- Notebook VPN login, Citrix client
- Remote support via TeamViewer and Dameware
- Cisco Jabber
- Software distribution Novell ZENWorks
- Installation of Topix, SuperOffice, BAS
- AD administration
- Ticket system OTRS
- Inventory with GLPI, backup with Acronis
- File/print server Windows 2012
- Installation of PCs and notebooks, mobile devices, smartphones/tablets, printers
- Hardware relocations
Jan 2013 - Jul 2017
4 years 7 monthsEschborn, Germany
On-siteCisco CallManager, second level support and third level VOIP
Randstad Deutschland GmbH & Co.KG
- Telephony for 2500 users
- Monitoring of lines
- New orders for data lines for new openings
- Monitoring of existing sites
- Closure and relocation of existing sites with asset management
- Ordering new hardware (clients, phones, printers)
- Migration of telephony at 500 sites, 2 CUCM in parallel operation
- Provider change
- Application support and maintenance (Andtek server and desktop, Cisco CallManager, Office products)
Jul 2010 - Dec 2012
2 years 6 monthsEschborn, Germany
On-siteWindows system administrator
Randstad Deutschland GmbH & Co.KG
- Replacement of thin clients (IGEL to Fujitsu) and migration to Citrix with 3000 clients
- Managing logins and user rights
- Troubleshooting
- Synchronization with SAP IDM tool
- User management, Active Directory maintenance
- Third level Citrix support, server support
- Project support
- BlackBerry support
- SAP NetWeaver Identity Management
May 2010 - Jul 2010
3 monthsWeinheim, Germany
On-siteWindows system administrator
Freudenberg Forschungsdienste KG
- User management, Active Directory maintenance
- Client and notebook support
- Master data maintenance of IT assets
- Inventory of computers
- OSD initial installation
- Support for relocations
- Manual software installations
- Initial diagnosis of application and hardware errors
- Support for standard software
- Installation of specialized software
- Project support
Jan 2009 - Mar 2010
1 year 3 monthsStuhr, Germany
On-siteWindows System Administrator
Yacht Teccon Verwaltungs GmbH
- User management, Active Directory maintenance
- Client and notebook support
- Blackberry, Exchange 2003
- Standard software support
- Support for projects
- Windows Server Update Services (WSUS)
Feb 2008 - Dec 2008
11 monthsCoburg, Germany
On-siteFirst and Second Level Support
HUK Coburg Versicherung
- Support for specialized software HUK VisOffice 9.x
- Support for 800 pilot users and 5000 field users
- Peregrine Service Center
- OWA and Active Directory passwords
- Password Token client
- Cisco VPN client installation
- SQL Server 2005 installation
Nov 2007 - Jan 2008
3 monthsBerlin, Germany
On-siteFloorwalker Taskforce
Rolls-Royce Deutschland Ltd & Co KG
- Hardware Refresh (HP)
- SMS 2003, software reinstallation
- SmartBoard, KVM
- Resolving hardware and software issues
Oct 2007 - Nov 2007
2 monthsHanover, Germany
On-siteLocal Support Field Services
Continental AG Deutschland
- First and Second Level Support
- Incident / IMAC with Peregrine Systems
- HP notebooks, desktops and TFTs
- HP network printers
Sep 2007 - Oct 2007
2 monthsBremen, Germany
On-siteLocal Support Field Services
Kraft Foods Deutschland
- First and Second Level Support
- Incident / IMAC with Peregrine Systems
- Dell notebooks, desktops and TFTs
Jul 2007 - Sep 2007
3 monthsHanover, Germany
On-siteLocal Support Field Services
Continental AG Germany
- First and Second Level Support
- Incident / IMAC with Peregrine Systems
- Notebooks, desktops and TFTs from HP
- Network printers from HP
Jun 2007 - Jul 2007
2 monthsStuttgart, Germany
On-siteWindows XP rollout
Parity Welfare Association Lower Saxony e.V.
- Rollout of 30 Dell clients, TFTs, and notebooks
- Windows XP with SP2
- Lotus Notes 7.xx
Mar 2007 - Apr 2007
2 monthsBremen, Germany
On-siteFirst and Second Level Support
Arcelor Steelworks Bremen
- Data center move to a new building
Feb 2007 - Feb 2007
1 monthFrankenthal, Germany
On-siteFirst and Second Level Support
KSB AG Frankenthal
- Support assistance, Windows XP rollout preparations
Jan 2007 - Jun 2007
6 monthsUnited Kingdom
On-siteClient Migration
ThyssenKrupp Elevator AG
- Migration of 1500 systems to Windows XP
- RIS imaging, SMS software distribution
- Data backup and restore
- First and Second Level Support
Sep 2006 - Dec 2006
4 monthsGermany
On-siteFirst and Second Level Support
Zurich Insurance and Deutscher Herold
- Windows XP migration in the field
- Data backup and restore
- Hardware upgrades, printer installation
- First and Second Level Support
May 2006 - Jul 2006
3 monthsFrance
On-siteHardware Inventory
Thyssen Krupp Elevator AG
- Inventory of notebooks, workstations, printers, network equipment, and servers
Nov 2005 - Apr 2006
6 monthsGermany
On-siteClient Migration Rollout
Invista Lycra
- Rollout of 1500 systems
- RIS setup, SMS software distribution
- Active Directory changes
- Data backup and restore
- Lotus Notes and Outlook 2003 configuration
Mar 2005 - Jul 2005
5 monthsHanover, Germany
On-siteLocal Support Field Services
Continental AG Germany
- Incident/IMAC with Peregrine Systems
Nov 2004 - Mar 2005
5 monthsHanover, Germany
On-siteWindows XP Rollout Engineer
Continental AG Germany
- Installation and configuration of Windows XP clients (8600 clients)
- Installation of network printers and print servers
- Migration from Windows NT/2000 to Windows XP
- Software configuration for Lotus Notes, SAP R/3 and R/2
- User support for issues
Jul 2004 - Oct 2004
4 monthsGermany
On-siteWindows XP Rollout
Vodafone
- Nationwide rollout of partner agencies and shops
- Installation of image CDs and configuration of HP desktops
Jun 2004 - Jul 2004
2 monthsFrankfurt, Germany
On-siteWindows XP Client Migration
UIT Frankfurt
- Migration of desktops and laptops on the trading floor
Apr 1996 - Oct 2005
9 years 7 monthsOn-site
Local Support
EDS GFS GmbH
- On-site support, direct customer contact
- Repair of computers, notebooks, servers and printers
- Installation of PC systems, network and standard printers
- Installation of operating systems and software
- Performing software and hardware rollouts
- Warranty handling
Languages
German
NativeEnglish
AdvancedCertifications & licenses
Driver's license class 3
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