Matthias Batz-Managing Director

Windows Administrator, software deployment, user support, Windows 11 migration, deputy project lead NEO, permissions management

Tasks performed:

• Handling incidents & service requests in the Jira ticket system
• Deputy project lead NEO
• Monitoring (PRTG)
• General support
• User creation / permissions
• Migration from Windows 10 to Windows 11
• Permissions management via One Identity Management (OIM)

Tools and methods used: Windows Server 2016 / 2019, Active Directory, Windows 10 & 11, Office 365, PRTG Network Monitoring, AD Audit Plus, Jira, Azure, SCCM, Atruvia

Windows Server Administrator, support for the IT infrastructure

Tasks performed:

• Handling tickets and phone calls in the customer’s own ticket system
• Handling / resolving incidents
• Patch management (WSUS)
• Backup (Veeam)
• Antivirus protection (Kaspersky)
• Virtualization (VMWare)
• Citrix: monitoring, troubleshooting, issue resolution
• Monitoring (PRTG)
• General support for Windows Server 2008, 2012, 2016, 2019

Tools and methods used: Windows Server 2008, 2012, 2016, 2019, ESX Server, NetApp, VMWare vSphere, Active Directory, Windows 10, Office 365, PRTG Network Monitoring, Veeam, Citrix

• Windows Client & Server Administrator, update and patch management
• IT control room in day, shift, and on-call operations for the entire infrastructure

Tasks performed:

• System administration of: Windows Server 2012 and 2016, Windows 7 and Windows 10
• virtual and physical systems
• mass updates on client and server level, change management
• monitoring and supervision of the entire IT infrastructure
• first troubleshooting for errors / outages
• communication with specialist departments and the MoD, and coordination
• coordinate incident resolution and document it in the ticket system

Tools and methods used: ticket system Proxima and HP Service Manager; SNOW, various customer-owned databases and intranet portals; WS2012 servers, Active Directory, DNS via IPAM; DHCP, Lotus Notes, Sametime, Office 365, WebEx, Citrix Studio; software deployment via SCCM; Remote Desktop, remote support, RDP Manager; ESX server, VM Ware vSphere; Atempo, TSM; Silk Performance Manager, Thruk, Jira, load balancer, ITIL

Technical project planning, support, and implementation

Tasks performed:

• Technical project planning, support, and implementation for Global HR for IT topics around Workday. Interface between external consultants and the Global HR team. User administration for the SFTP cloud. Introduction, support, and optimization of the B-Comm and EXOS server systems. Creating documentation for the projects.

Tools and methods used: ticket system Matrix42; various customer-owned databases and intranet portals; WS2012 and WS2016 servers; Active Directory, DNS; DHCP, MS Outlook 2016, Skype for Business; B-Comm, EXOS; Remote Desktop, remote support, RDP Manager; ITIL

• VDI rollout – virtualization of physical PCs including replication of users and directories via DoubleTake into the VDI environment
• centralization of servers in the data center
• network migration into the corresponding vLAN

Tasks performed:

• Technical project management (scheduling / coordination with the banks) and project implementation, Fujitsu and IGEL ThinClients, creating and building VMs and pools and MCS pools, data migration, maintaining / migrating AD groups, migration of servers into the data center incl. server build

Tools and methods used: ticket system Proxima and HP Service Manager; various customer-owned databases and intranet portals; W2K8 and WS2012 servers; Active Directory, DNS via IPAM; DHCP, Lotus Notes, Sametime; Citrix Studio; software deployment via ASDIS and SCCM; Remote Desktop, remote support, RDP Manager; DIALit; ESX server, VM Ware vSphere; Atempo, TSM; Igel ThinClients, Fujitsu ThinClients, Win7, Igel LX, ITIL

Windows 7 rollout and support through the service provider etengo

Tasks performed:

• Preparing the software profiles of the clients for the rollout;
• Preparing the printers (local and network);
• Distributing/providing the Windows 7 image and WDS service on the servers;
• Scheduling with the bank admins for the rollout;
• Follow-up work and support for the bank admins after the rollout;
• Coordination with the specialist teams in case of any issues;
• Software inventory via ASDIS;

Tools and methods used: Proxima ticket system and HP Service Manager; various customer-owned databases and intranet portals; Active Directory, DNS; DHCP, Lotus Notes, Sametime; Citrix; software distribution via ASDIS; Remote Desktop, remote support, RDP Manager; DIALit; VMware vSphere; ITIL

Software integration for the customer Siemens AG through the service provider barcatta GmbH

Tasks performed:

• Processing tickets (orders and incidents);
• Software integration and coordination with software packaging;
• Test installations of the delivered software packages;
• Coordinating customer acceptance of the delivered software;
• Maintaining and managing software baskets;
• Analysis and evaluation of log files;

Tools and methods used: OSD and LOBA ticket system; various customer-owned databases and intranet portals; Active Directory via the NetPro interface; SCCM, ITIL

2nd/3rd Level Client Support for the customer Siemens AG via the service provider barcatta GmbH

Tasks performed:

• Processing tickets (incidents only);
• Analysis and evaluation of log files;
• Liaison between the specialist teams and the service desk;

Tools and methods used: OSD ticket system; various customer-owned databases and intranet portals; Active Directory via the NetPro interface; SCCM

Remote 1st and 2nd Level Support in the service desk for the Siemens divisions Healthcare and I&S via the service provider barcatta GmbH

Tasks performed:

• Receiving and processing tickets (requests and incidents) via the Remedy (ARS) ticket system;
• Incident classification and description for the specialist teams;
• Customer contact by phone and, if needed, remote access to the customer PC via PC Duo or Remote Assistance
• On-site support in exceptional cases

Tools and methods used: Remedy (ARS) ticket system; various customer-owned databases and intranet portals; Active Directory via the NetPro interface; PC Duo, Remote Assistance; NetMeeting; SMS (software distribution system); UMTS;

Mentor and coach for the Hungarian colleagues, commissioned for T-Systems via the service provider Cora-IT GmbH

Tasks performed:

• Training the Hungarian colleagues in Debrecen/Hungary in RTS activities (see previous project) for the end customer Deutsche Post. Together with a colleague, I supported 25 Hungarian colleagues with technical and customer-specific questions and served as a contact person and link to the German RTS location in Nuremberg (my area of work in the previous project)

Tools and methods used: PC Tool (customer-owned remote tool); Remedy (ARS) ticket system; various customer-owned databases and intranet portals; Active Directory; Talk Remote; Radia (software distribution system)

This was a joint project by the two companies for the returns process of old devices from Telekom and Deutsche Post (desktops and notebooks), where a function test and data deletion were carried out. Contracted for T-Systems through the service provider Cora-IT GmbH

Tasks performed:

• Record incoming returned devices in a database;
• Visual and functional inspection;
• Proper and certified data deletion;
• Remove from the database system

Tools and methods used: customer-owned databases; PXE server; boot disks/CDs