Keywords
Skills
Tasks / project focus
- Project management, organisation, coordination and personnel planning
- Administration and support
- Quality assurance and test
- Documentation
- DP coordination
- DP migrations
- DeskSide Support (Floorsupport)
- Administration of Windows NT4.0, 2000, XP, Windows Server 2003, Active Directory
- 1st/ 2nd / 3rd Level Support
- Migrations and roll-outs
- Setup and support of test environments
- Internet (WWW, FTP, IRC, SSH)
- Project management, organisation, coordination and personnel planning
- Administration and support
- Quality assurance and test
- Documentation
- DP coordination
- DP migrations
- DeskSide Support (Floorsupport)
- Administration of Windows NT4.0, 2000, XP, Windows Server 2003, Active Directory
- 1st/ 2nd / 3rd Level Support
- Migrations and roll-outs
- Setup and support of test environments
- Internet (WWW, FTP, IRC, SSH)
Project history
Project activities / experience
Industry:
Airport
Customer: Star Alliance
Project role: SPOC, 2nd Level Support, 3rd Level support
Project environment:
- Windows XP / Vista
- Microsoft Office 2003 und 2007
- Microsoft Windows Server 2003
- Active Directory
- MMC / Group policies
- Microsoft Exchange
- Windows Mobile and Iphone / Smartphones
- Software / Hardware Installations
- Windows Scripts (KIX and Visual Basic)
- Backup/Restore > Clients and Server (Symantec Ghost + Veritas Enterprise Backup 11.x)
- IBM Notebooks, Server and Desktops
- Cisco VPN
- Microsoft Operations Manager
- DHCP und DNS
- ITIL
- Checkpoint Firewall
- Asset Navigator
- Cisco IOS
- VNC
- Windream
Duration of project: 01.07.2008 – 01.09.2008
Project / activity description: - Service Support (2nd Level + 3rd level support)
- Troubleshooting and Development in the areas above meantioned.
- Optimizing/Editing processes based on ITIL
- Movements
- Updating the servers based on critical updates
- Usermanagement
- SPOC Funktion
Industry:
Application Services
Customer: EDS Germany
Project role: 1st Level Support, 2nd Level Support, Installation, Usermanagement
Project environment: Trend Micro Office Scan, Microsoft Active Directory (AD), Microsoft Windows XP Professional / Vista, Novadigm (IBM) RADIA, Remedy Action Request System 6 + 7, Hornbill, Citrix, Microsoft Office XP / 2003 / 2007,
Duration of project: 01/04/08 – 01/07/08
Project / activity description:
- Service Support 1st and 2nd level
- Reports
- Quality and Ticketassurance
- Usermanagement (SOX based)
Additional Tasks:
- Incident and Problem Management
Industry:
IT service provider
Customer: Vodafone Holding GmbH
Project role: 1st Level Support, 2nd Level Support, support, installation, technical processing
Project environment: Trend Micro Office Scan, Microsoft Active Directory (AD), Microsoft Windows XP Professional, Radia, Remedy Action Request System, Citrix
Duration of project: 01/09/2005 to 01/04/2008
Project / activity description: - Telephone support (1st Level)
- Creation / development of reports
- Quality and ticket control
Floor Support (2nd level):
- Onsite support (2nd Level Support), Office applications
- Support of user systems, hardware and software
- Installations and deinstallations of software (remote)
- Onsite troubleshooting
- Back-up / re-store of clients by Images
- Configuration / installation of 3G/UMTS cards & Blackberry devices
Additional tasks:
- Process optimisation
- Review, creation, optimisation and documentation of workflows
Industry:
IT service provider
Customer: WestLB Systems
Project role: 1st Level Support, 2nd Level Support, support, installation, technical processing
Project environment: ATIS, McAfee NAI, Microsoft Active Directory (AD), Microsoft Windows NT 4.0 Workstation, Microsoft Windows XP Professional, Citrix, Radia, Remedy Action Request System
Duration of project: 03/09/2001 until 31/08/2005
Project / activity description: Many years of activity in a DesktopService project in the trading area. Our collaborator was responsible for the quality assurance of ticket processing, troubleshooting, process optimisation and adjustment of workflows & integration into ATIS. WestLB Systems, Düsseldorf. He assumed a variety of tasks, including:
Trading Desktop Service (approx 38 months):
- Telephone trading support (1st Level)
- Support of more than 200 trading applications (Reuters, Mindalign, Fidessa, Bloomberg, Eurex, Sungard etc.)
- Creation / development of reports
- Quality and ticket control
- Participation in weekly meetings regarding work instructions, improvements, statistics, process optimisations, escalations etc with the customer
- Personnel responsibility (assignment and vacation planning)
- Asset maintenance in ATIS
- McAfee Viruspattern updates for NT Clients: Download of the current Pattern / Engine at McAfee with distribution / script adjustment for the according groups / resources
- Creation and presentation of workshops (about trade and applied applications (e.g. Summit) etc.)
- Team leader for the Helpdesk area BA_Gold (trade) for the past 6 months
Floor Support in the trading area (approx. 6 months):
- Onsite support (2nd Level Support) of trading information, billing and Office applications
- Support of user systems, hardware and software
- Installations & deinstallations of software
- Onsite troubleshooting
- Back-up / re-store of clients by Images
Project Atis at West LB Systems (approx. 3 months):
ATIS – Advanced Technology Information System is a proprietary remedy-based software for Call Centre use: Troublerequests, Procurement, Billing & Invoicing, Service Level Agreements, Reports.
Tasks:
- Process optimisation fort he area trade / Helpdesk
- Review, creation, optimisation and documentation of workflows
- Implementation of workflows in the proprietary remedy-based software ATIS (Advanced Technology Information System)
Industry:
IT service provider
Customer: DeTeCSM
Project role: Project collaboration
Project environment: Microsoft Exchange 2000 Server, Microsoft Exchange Server 5.5, Microsoft SQL Server general, Microsoft Windows 2000 Professional, Microsoft Windows 2000 Server, Microsoft Windows NT 4.0 Server, Remedy Action Request System
Duration of the project: 02/07/2001 until 31/08/2001
Project / activity description: Our collaborator assumed the following tasks in the context of his activity in server i
installation / deinstallation, for approx. 600 users:
- Installation and setup of Windows 2000 Server and SQL
- Planning and realisation of data migration
- Administration of print and file servers
Industry:
IT service provider
Customer: WestLB Systems
Project role: Administration, technical processing
Project environment: Microsoft Windows NT 4.0 Server, Remedy Action Request System
Duration of project: 02/04/2001 until 29/06/2001
Project / activity description: Our collaborator assumed a variety of tasks in the server administration (>50 servers and >12,000 clients). These included:
- Setup and administration of user and group accounts
- DHCP reservations
- Driver and software updates (server location)
- Remote printer installations and configurations
- AVS processing under Lotus Notes
Industry:
IT service provider
Customer: Deutsche Bank
Project role: 2nd Level Support, administration, support, installation
Project environment: DHCP (Dynamic Host Configuration Protocol), DNS general, Microsoft DOS general, Microsoft Windows 98, Microsoft Windows NT 4.0 Server, Microsoft Windows NT 4.0 Workstation, Remedy Action Request System, WINS (Windows Internet Naming Service)
Duration of project: 01/01/2001 until 31/03/2001
Project / activity description: Our collaborator assumed the following tasks in the context of user support (DeskSideSupport) at the Deutsche Bank:
- 2nd Level Support Windows and Windows NT
- Installation, configuration and maintenance of the user PCs
- Installation and maintenance of application software for Windows
- User support: Internal client support, system landscape (NT4.0), LAN connection of the clients, installation of various software and operating systems, also on DOS, implementation of new hardware such as e.g. random access memory, hard disks etc.
- Installation & support of PCs, printer, workstations
- Maintenance of notebooks and update of hardware and software
- Provision of LAN, RAS and GMS functionalities under NT4.0 and 98/95
- Installation and setup of PCMCI cards for LAN or GSM connection
- Installation and administration of NT workstations
- NT network services DHCP, WINS, DNS
- Setup and administration of user accounts (NT Enterprise Administrator)
- Assuring of network resources
- Installation and administration of network printers
?
Industry:
IT service provider
Customer: AOL (America Online)
Project role: Customer support
Duration of project: 01/03/2000 until 31/12/2000
Project / activity description: Coordination of content issues
- Provision of data and programs
- Quality audit
- Content maintenance
Further tasks: conference manager and member support.
Industry:
IT service provider
Customer: Wanke & Wanke GbR
Project role: Services
Project environment: BrightStor ARCserve, Microsoft Access, Microsoft Exchange Server 5.5, Microsoft SQL Server general
Duration of project: 01/02/1998 until 28/02/2000
Project / activity description Customer care
- Installation and configuration of hardware and software and smaller networks
Industry:
Airport
Customer: Star Alliance
Project role: SPOC, 2nd Level Support, 3rd Level support
Project environment:
- Windows XP / Vista
- Microsoft Office 2003 und 2007
- Microsoft Windows Server 2003
- Active Directory
- MMC / Group policies
- Microsoft Exchange
- Windows Mobile and Iphone / Smartphones
- Software / Hardware Installations
- Windows Scripts (KIX and Visual Basic)
- Backup/Restore > Clients and Server (Symantec Ghost + Veritas Enterprise Backup 11.x)
- IBM Notebooks, Server and Desktops
- Cisco VPN
- Microsoft Operations Manager
- DHCP und DNS
- ITIL
- Checkpoint Firewall
- Asset Navigator
- Cisco IOS
- VNC
- Windream
Duration of project: 01.07.2008 – 01.09.2008
Project / activity description: - Service Support (2nd Level + 3rd level support)
- Troubleshooting and Development in the areas above meantioned.
- Optimizing/Editing processes based on ITIL
- Movements
- Updating the servers based on critical updates
- Usermanagement
- SPOC Funktion
Industry:
Application Services
Customer: EDS Germany
Project role: 1st Level Support, 2nd Level Support, Installation, Usermanagement
Project environment: Trend Micro Office Scan, Microsoft Active Directory (AD), Microsoft Windows XP Professional / Vista, Novadigm (IBM) RADIA, Remedy Action Request System 6 + 7, Hornbill, Citrix, Microsoft Office XP / 2003 / 2007,
Duration of project: 01/04/08 – 01/07/08
Project / activity description:
- Service Support 1st and 2nd level
- Reports
- Quality and Ticketassurance
- Usermanagement (SOX based)
Additional Tasks:
- Incident and Problem Management
Industry:
IT service provider
Customer: Vodafone Holding GmbH
Project role: 1st Level Support, 2nd Level Support, support, installation, technical processing
Project environment: Trend Micro Office Scan, Microsoft Active Directory (AD), Microsoft Windows XP Professional, Radia, Remedy Action Request System, Citrix
Duration of project: 01/09/2005 to 01/04/2008
Project / activity description: - Telephone support (1st Level)
- Creation / development of reports
- Quality and ticket control
Floor Support (2nd level):
- Onsite support (2nd Level Support), Office applications
- Support of user systems, hardware and software
- Installations and deinstallations of software (remote)
- Onsite troubleshooting
- Back-up / re-store of clients by Images
- Configuration / installation of 3G/UMTS cards & Blackberry devices
Additional tasks:
- Process optimisation
- Review, creation, optimisation and documentation of workflows
Industry:
IT service provider
Customer: WestLB Systems
Project role: 1st Level Support, 2nd Level Support, support, installation, technical processing
Project environment: ATIS, McAfee NAI, Microsoft Active Directory (AD), Microsoft Windows NT 4.0 Workstation, Microsoft Windows XP Professional, Citrix, Radia, Remedy Action Request System
Duration of project: 03/09/2001 until 31/08/2005
Project / activity description: Many years of activity in a DesktopService project in the trading area. Our collaborator was responsible for the quality assurance of ticket processing, troubleshooting, process optimisation and adjustment of workflows & integration into ATIS. WestLB Systems, Düsseldorf. He assumed a variety of tasks, including:
Trading Desktop Service (approx 38 months):
- Telephone trading support (1st Level)
- Support of more than 200 trading applications (Reuters, Mindalign, Fidessa, Bloomberg, Eurex, Sungard etc.)
- Creation / development of reports
- Quality and ticket control
- Participation in weekly meetings regarding work instructions, improvements, statistics, process optimisations, escalations etc with the customer
- Personnel responsibility (assignment and vacation planning)
- Asset maintenance in ATIS
- McAfee Viruspattern updates for NT Clients: Download of the current Pattern / Engine at McAfee with distribution / script adjustment for the according groups / resources
- Creation and presentation of workshops (about trade and applied applications (e.g. Summit) etc.)
- Team leader for the Helpdesk area BA_Gold (trade) for the past 6 months
Floor Support in the trading area (approx. 6 months):
- Onsite support (2nd Level Support) of trading information, billing and Office applications
- Support of user systems, hardware and software
- Installations & deinstallations of software
- Onsite troubleshooting
- Back-up / re-store of clients by Images
Project Atis at West LB Systems (approx. 3 months):
ATIS – Advanced Technology Information System is a proprietary remedy-based software for Call Centre use: Troublerequests, Procurement, Billing & Invoicing, Service Level Agreements, Reports.
Tasks:
- Process optimisation fort he area trade / Helpdesk
- Review, creation, optimisation and documentation of workflows
- Implementation of workflows in the proprietary remedy-based software ATIS (Advanced Technology Information System)
Industry:
IT service provider
Customer: DeTeCSM
Project role: Project collaboration
Project environment: Microsoft Exchange 2000 Server, Microsoft Exchange Server 5.5, Microsoft SQL Server general, Microsoft Windows 2000 Professional, Microsoft Windows 2000 Server, Microsoft Windows NT 4.0 Server, Remedy Action Request System
Duration of the project: 02/07/2001 until 31/08/2001
Project / activity description: Our collaborator assumed the following tasks in the context of his activity in server i
installation / deinstallation, for approx. 600 users:
- Installation and setup of Windows 2000 Server and SQL
- Planning and realisation of data migration
- Administration of print and file servers
Industry:
IT service provider
Customer: WestLB Systems
Project role: Administration, technical processing
Project environment: Microsoft Windows NT 4.0 Server, Remedy Action Request System
Duration of project: 02/04/2001 until 29/06/2001
Project / activity description: Our collaborator assumed a variety of tasks in the server administration (>50 servers and >12,000 clients). These included:
- Setup and administration of user and group accounts
- DHCP reservations
- Driver and software updates (server location)
- Remote printer installations and configurations
- AVS processing under Lotus Notes
Industry:
IT service provider
Customer: Deutsche Bank
Project role: 2nd Level Support, administration, support, installation
Project environment: DHCP (Dynamic Host Configuration Protocol), DNS general, Microsoft DOS general, Microsoft Windows 98, Microsoft Windows NT 4.0 Server, Microsoft Windows NT 4.0 Workstation, Remedy Action Request System, WINS (Windows Internet Naming Service)
Duration of project: 01/01/2001 until 31/03/2001
Project / activity description: Our collaborator assumed the following tasks in the context of user support (DeskSideSupport) at the Deutsche Bank:
- 2nd Level Support Windows and Windows NT
- Installation, configuration and maintenance of the user PCs
- Installation and maintenance of application software for Windows
- User support: Internal client support, system landscape (NT4.0), LAN connection of the clients, installation of various software and operating systems, also on DOS, implementation of new hardware such as e.g. random access memory, hard disks etc.
- Installation & support of PCs, printer, workstations
- Maintenance of notebooks and update of hardware and software
- Provision of LAN, RAS and GMS functionalities under NT4.0 and 98/95
- Installation and setup of PCMCI cards for LAN or GSM connection
- Installation and administration of NT workstations
- NT network services DHCP, WINS, DNS
- Setup and administration of user accounts (NT Enterprise Administrator)
- Assuring of network resources
- Installation and administration of network printers
?
Industry:
IT service provider
Customer: AOL (America Online)
Project role: Customer support
Duration of project: 01/03/2000 until 31/12/2000
Project / activity description: Coordination of content issues
- Provision of data and programs
- Quality audit
- Content maintenance
Further tasks: conference manager and member support.
Industry:
IT service provider
Customer: Wanke & Wanke GbR
Project role: Services
Project environment: BrightStor ARCserve, Microsoft Access, Microsoft Exchange Server 5.5, Microsoft SQL Server general
Duration of project: 01/02/1998 until 28/02/2000
Project / activity description Customer care
- Installation and configuration of hardware and software and smaller networks
Local Availability
Only available in these countries:
Germany, Austria und Switzerland
As soon as possible! Will be ready to travel and even move.
Other
Zertifizierungen
ITIL Foundation (2008)
Schulungen
- Windows XP / Vista
- Active Directory
- Blackberry / Windows Mobile Devices
- Remedy 6 / 7
- Mobile Connect Card
- SAP Basis & FI
- Tandberg Videoconference System
- HP Openview
- DSL / ISDN
ITIL Foundation (2008)
Schulungen
- Windows XP / Vista
- Active Directory
- Blackberry / Windows Mobile Devices
- Remedy 6 / 7
- Mobile Connect Card
- SAP Basis & FI
- Tandberg Videoconference System
- HP Openview
- DSL / ISDN
