Matthias B.-Managing Director

Windows Administrator, software distribution, user support, Windows 11 migration, NEO subproject manager, permissions management

Tasks performed:

• Handling incidents and service requests in the Jira ticketing system
• NEO subproject management
• Monitoring (PRTG)
• General support
• User creation / permissions
• Migration from Windows 10 to Windows 11
• Permissions management using 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, IT infrastructure support

Tasks performed:

• Handling tickets and phone calls in the customer's own ticketing system
• Processing and resolving issues
• Patch management (WSUS)
• Data backup (Veeam)
• Virus protection (Kaspersky)
• Virtualization (VMWare)
• Citrix: monitoring, troubleshooting and 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 operations control center for day, shift, and on-call operations across the entire infrastructure

Duties performed:

• System administration of: Windows Server 2012 and 2016, Windows 7 and Windows 10
• Virtual and physical systems
• Bulk updates at client and server level, change management
• Monitoring and oversight of the entire IT infrastructure
• Initial troubleshooting of errors / outages
• Establishing and coordinating communication with the departments and the MoD
• Coordinating incident resolution and documenting it in the ticketing system

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

Technical project planning, support, and implementation

Duties performed:

• Technical project planning, support, and implementation for Global HR on IT topics related to Workday. Liaison between external consultants and the Global HR team. User administration for the SFTP cloud. Introducing, supporting, and optimizing the B-Comm and EXOS server systems. Preparing project documentation.

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

• VDI rollout – virtualization of physical PCs, including replication of users and directories to the VDI environment via DoubleTake
• Centralization of servers in the data center
• Network migration to the corresponding vLAN

Duties performed:

• Technical project management (scheduling / coordination with the banks) and project implementation; setting up Fujitsu and IGEL ThinClients, VMs and pools, and MCS pools; data migration; maintaining / moving AD groups; migration of servers to the data center, including server setup

Tools and methods used: Proxima and HP Service Manager ticketing systems; various customer-owned databases and intranet portals; W2K8 and WS2012 Server; Active Directory, DNS via IPAM; DHCP, Lotus Notes, Sametime; Citrix Studio; software distribution via ASDIS and SCCM; Remote Desktop, Remote Assistance, 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 client software profiles for the rollout;
• Preparing printers (local and network);
• Distributing/providing the Windows 7 image and WDS service on the servers;
• Coordinating rollout schedules with the bank administrators;
• Providing follow-up work and support to bank administrators after the rollout;
• Coordinating with specialist teams to resolve any issues;
• Software inventory using ASDIS;

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

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

Tasks performed:

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

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

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

Tasks performed:

• Handling tickets (incidents only);
• Analyzing and reviewing log files;
• Acting as a liaison between the specialist teams and the service desk;

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

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

Tasks performed:

• Logging and handling tickets (requests and incidents) through the Remedy (ARS) ticketing system;
• Classifying and describing incidents for the specialist teams;
• Contacting customers by phone and, if needed, connecting remotely to the customer's computer via PC Duo or Remote Assistance
• Providing on-site support in exceptional cases

Tools and methods used: Remedy (ARS) ticketing system; various customer databases and intranet portals; Active Directory via the NetPro user interface; PC Dou, Remote Assistance; Netmeeting; SMS (software distribution system); UMTS;

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

Tasks performed:

• Training 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 point of contact and link to the German RTS site in Nuremberg (my area of work in the previous project)

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

This was a joint project between the two companies to manage the returns process for old Telekom and Deutsche Post devices (desktops and notebooks), which involved functional testing and data deletion. Commissioned for T-Systems through the service provider Cora-IT GmbH

Tasks performed:

• Recording incoming returned devices in a database;
• Visual and functional inspection;
• Proper, certified data deletion;
• Removing devices from the database system

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