IT Support Engineer

On-Site support, 2nd Level, dealing with all IT problems in the office, Install software, configure printer and applications, Office 2016 installed and configured, O365
new images for new hires: Lenovo laptops Wind 7 and Surface Pro 4 tablets, Wind 10
Mastercraft Ticket system, dealing with Incidents and Service Requests
Replaced broken old laptops
Fixed printer issues and replaced toner and paper jam
Fixed WiFi issues in office 
Network configuration : LAN for new office
Software repairs 
MIS Infor install and SAP AddIn EDW
Broken hardware replaced 
Iphones configured : wifi and outlook
Password reset done
Fixed skype for business  issues , call problems , bad quality and cutoffs
Polycom phones configured
IT equipment ordered 
Network drives installed 
Outlook 2016 configured 
VPN configured 
Machine scan done for AntiVirus , system center endpoint protection 
Replaced old HP monitors with new Lenovo ones
all old Laptops T440 listed – Lease expired
Inventory done


OnSite Support, Install and Repair of Laptops HP, Printer, mobile phones, business applications, SAP, Network configuration, new Hardware deployment, desk move, new hire training, Break-Fix Support, SNOW Ticket Management system, 


Migration from Desktop to Thin Clients, new install of Windows OS built and Applications, new Hardware deployment, Imaging, Install and Configuration of new Thin clients, Break-Fix Support.


Field Service Engineer to solve all IT problems for internal colleagues in branches/stations and in HQ. 
Fixing LAN issues, VDI thin clients, hardware: desktops, laptops, tablets and printer
Software: Win XP and Win7 and business apps, Fildo and Wizard, 
Chip & Pin device for credit cards and for Maestro card payment terminal, Pearl/Merlin scan handhelds and all web based apps, Citrix, MS Outlook, Lotus Notes, working on tickets and solve problem over phone or remote if not possible on site


Taking phone calls from German and English Speaking customers, creating incidents and forward them to resolver group, providing updates to customer, create escalations and make sure customer is always informed about the latest update for his issue, contact customer and solve issues if possible or transfer ticket to Level 2 team   

AirWatch MDM Solutions (Mobile Device Management) in Milton Keynes

Technical Support for German and English speaking customers over the phone and remotely connected to customer's devices
MDM software is a policy and configuration management tool for mobile handheld devices and tablets (android smart phones and iPhone and iPad and Samsung)
solve problems for customer with the SaaS environment connected to web browser, Configuration and Administration of our software, creating profiles, AD Integration, email configuration for EAS, EIS Integration, Apple APNS and VPP

Provide Technical Support to German speaking NetApp customers in Europe. Dealing with customers on the phone or via email, Diagnostics and Troubleshooting, dealing with RMA and DOA, analysing and resolving problems in a proactive manner, good knowledge of a variety of IT applications and business software, Remote Desktop Support: Webex, 
Ability to analyze and solve problems by using my problem-solving skills to maximize the first time resolution rate and providing superior customer service, communicate to technical and non-technical customers. 
Recognize when an issue needs to be escalated to the correct level.
Attention to details and to do multi-tasking in a fast paced technical environment, ability to work under pressure and on your own initiative
Create new KB for the knowledgebase  
Support for all FAS Storage Systems, Hardware and Software, Data ONTAP, 
NAS (CIFS and NFS/UNIX), SAN (iSCSI, Fibre Channel) Protocol. FAS Storage Systems, Data ONTAP software, SnapDrive und SnapManager Products.
SAP CRM for the ticket management system.

Technical Support for internal employees, Win XP, Outlook 2003, LAN/WAN, LOB, VPN, RAS, Mainframe, Mobile Devices, Troubleshooting, Analyse and diagnose issues, solving problems on the phone or remotely.
Active Directory, Remedy Ticket System, Tivoli Remote Assistance, 
Responsible for new project “Stockholm “(new office in Berlin)

Technical Support 2nd Level, 
Windows XP and Lotus Notes troubleshooting, Remote assistance, LOB, Citrix, ManageNow Call Logging Tool, AS400, 
VPN access Token, SAP R3, Active Directory, 
Domino Directory, Remedy Ticket Management System.
Tried to solve problems on the phone if possible if not send it to resolver group using Remedy (communicate with them).


IT Support – Technical Service Analyst, 2nd Level, 
Windows XP, Office 97 Troubleshooting
Outlook 98 with MAPI and SMTP + 2003 Exchange,
Networking, LAN, WAN, Proxy, DHCP, DNS, TCP/IP,
Active Directory, Internet, Intranet, VPN,
Remote Assistance, Lotus Notes 
SAP R3, Oracle, Citrix, Remedy Database System, DBMS

1st Level Support for Microsoft 
Troubleshooting for Windows XP Prof. and Tablet edition  
MS Office 2003 (Office 12 Beta), 
Networking, LAN, Wireless, Internet,
VPN / RAS, Smartcards, TCP/IP, DHCP, DNS 
Mobile Devices: Smartphones, Active Sync, Windows Mobile 2003 
Remote Assistance, Active Directory, MS Sharepoint,
Messaging Outlook 2003, Exchange Server
Siebel, Primus Database, 
Business Software Applications: RDBMS 
Intellimirror (my doc redirection)
Troubleshooting Hardware Issues for Laptops and Towers 
MCP - Microsoft Certified Professional Windows 2000,2003 Server
Terminal Server and Services, ISA Server, Proxy Server
Group policy

1st level Support, Technical Support Hotline, 
Troubleshooting Client and Server issues, Replacing Hardware, Networking, Active Directory, Messaging, Internet, Installation,
Technical Help Desk, Monitoring, Field Service