Michael G.-IT Service Manager
Check rate
Experience
IT Service Manager
REWE Digital
- Management and administration of the TOPdesk ticket system for the efficient handling of incidents and service requests as part of IT Service Management (ITSM)
- Implementation and administration of new features in the system for the continuous optimization of processes
- API integration and automation (Freemarker Java Markup Language, FIQL Queries) for flexible and efficient system adjustments
- Development and code implementation using GIT and Visual Studio Code / Secure Shell for stable, secure, versioned code
- Automated data imports with Action Sequences to reduce manual processes and increase efficiency
- Performance optimization in the TOPdesk system: introduction of an automated ticket splitting function, which reduced execution time from 5 minutes to 30 seconds
- Interface implementation between JIRA and TOPdesk for seamless integration of projects and processes
- Co-development of the TOPdesk–Salesforce–SD-Jira integration to improve the customer service experience
- Collaboration on the loyalty program (Rewe Bonus) to increase customer satisfaction and loyalty
- Support for the company-wide rollout of ServiceNow: user and role management, configuration of upgrade sets, creation and customization of transform maps including definition of coalescence fields
- Development of a temporary interface between ServiceNow and TOPdesk to ensure data consistency and transition processes
3rd-Level Support On Site Support
Sanofi Aventis Group
- Incident and service management in the ITSM tool ServiceNow (SNOW) for handling incidents, service requests, and ad hoc requests
- Troubleshooting of end-user issues and support with technical challenges
- Setup and software packaging of measurement software and measuring instruments according to GMP guidelines
- Administration of LabSolutions, service offerings, and asset assignments in the laboratory environment
- Active Directory administration: group assignments and attribute maintenance
- System administration and security management with SCCM, FireEye, and Citrix (WARP Jumpbox)
- Database maintenance and administration (Oracle Apex)
- Analysis and implementation of Group Policies (GPOs and GPP)
- Compatibility management for measurement software with different Windows versions
- Network administration: DHCP and integration of new hardware drivers
- PowerShell scripting to automate administrative tasks
- Windows 10/11 rollouts as well as software, OS deployment, and patch management
- Backup, restore, and disaster recovery
- Firewall and security configurations: Symantec policies, firewall settings, and network ports
- Printer management and integration into the print network
IT Technician
Cignizant Mobility GmbH
- Patching and cable management of fiber optic cables according to plan specifications
- Installation, configuration, and maintenance of network devices (switches, firewalls, servers)
- Labeling and documentation of devices and port connections
- Removal and installation of network cards and MAC address identification
On-Site Support
Volkswagen
- 1st and 2nd level support
- Ticket system management in the SC3 Productive System (ITSM Group)
- User and authorization management in the SAP Basis area
- Monitoring and operations in the SAP area: error analysis and escalation management
- Documentation and data management in Excel
- Working according to ITIL standards
- Use of tools such as Putty, Citrix, and VMware
- End-user workstation setup
- Host On-Demand client management
- SAP job process management
IT Support
Public Sector Healthcare
- 2nd level support via ticket system
- Setup of new workstations
- Small rollout tasks
- User management and permissions
- Working with Active Directory
IT field service, TR 5.0 V2 project
Gauselmann
- Database and CF card replacement
- Rewiring of the devices
- Circuit board replacement
- Error analysis and troubleshooting
- Installation of the player card (player protection)
IT incident management in the data center
Quanta Computer GmbH
- Troubleshooting server racks (approx. 200 racks with 20 server modules)
- Fixing problems in automated test runs
- Component repair (CPU, GPU, DIMM, motherboard, etc.)
- Work via the Jira ticket system
- Working with RedHat Enterprise and Linux
- Support with the security of new prototypes (e.g. DDoS prevention)
- On-site briefing of clients
Rollout technician
Kodak Alaris
- Rewiring and reinstalling printers in photo booths
- Replacing USB interfaces (USB-C, USB-Mini, iPhone)
- Troubleshooting the printer system and Windows 10
- Support for Android devices for end customers and internal employees
Rollout
BKA
- Windows 10 rollout
- Working in the public sector
Technical field service, TR 5.0 V1 project
Gauselmann
- Technical guidelines for converting slot machines
- Database and CF card replacement
- Rewiring of the devices and replacement of buttons
- Circuit board replacement of the electronic control system and re-teaching the device
- Calibration of hopper and scale (MD100)
- Software updates in the GSG and change systems
- Touch recalibration
IT Specialist for System Integration
- Development of a Python script for automated splitting and encryption of technical API users from a central CSV into separate files to minimize the risk of accidentally pushing sensitive access data to Git
- File management and script creation with Z shell (Unix/Shell scripting) on the macOS operating system
- Effective communication with product owners via Google Workspace, Slack, and Microsoft Teams
- Working in an agile environment (Scrum methodology, Kanban board)
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Information Technology, Retail, Automotive, Healthcare, Government and Administration, and Manufacturing.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Information Technology, Operations, and Customer Service.
Skills
Teamwork
Social Competence
Strong Comprehension Skills
Stress Resistance
Resilience
Ability To Handle Criticism
Willingness To Learn
Analytical Thinking
Strong Quality Awareness
Customer-Focused
Service-Oriented
Windows 10/11, Azure Ad, Active Directory, Sccm/Mecm, Outlook, Ms Office, M365
Teams, Onedrive, Sharepoint
Ibm Host-On-Demand, Excel, Powerbi, Tableau, Putty, Html, Xml, Db Browser (Sqlite)
Redhat Enterprise, Linux, Macos
Aws, Iaas, Paas, Saas, Faas
Hybrid Multicloud, Cloud Native, Cloud Computing, Microsoft Azure
Github, Zenhub
Docker, Kubernetes, Openshift
Visual Studio Code
Test-Driven Development, Behaviour-Driven Development, Kanban, Scrum, Agile
Ci/Cd Pipelines, Sdlc
Ai, Web Application, Flask
Shell Script, Bash (Unix Shell), Drcs, Gitbash, Postman, Api
Sql, Sqlite, Bigquery, Sqlserver, Mysql, Powerquery, Graphql
R Programming, R Markdown, Rstudio
Python, Json, Xml, Gherkin
Apex (Oracle Database)
Vmware, Citrix, Air Watch, Forticlient, Zscaler, Ivanti Secure
Lan, Wan, Firewall
Sap
Devops, Prompt Engineering
Monitoring, Logging
Test Case, Software Testing, Automated Testing
Sc3 Ticket System, Jira, Servicenow, Topdesk, Salesforce
Languages
Education
Computer Science Specialist, System Integration · System Integration · Germany
Certifications & licenses
Google: Data Analytics
IBM: DevOps and Software Engineering
IBM
University Of Michigan: Python
University Of Michigan
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Michael is based in Fulda, Germany.
Michael speaks the following languages: German (Native), English (Advanced).
Michael has at least 11 years of experience. During this time, Michael has worked in at least 11 different roles and for 9 different companies. The average length of individual experience is 1 year. Note that Michael may not have shared all experience and actually has more experience.
Based on recent experience, Michael would be well-suited for roles such as: IT Service Manager, 3rd-Level Support On Site Support, IT Technician.
Michael's most recent position is IT Service Manager at REWE Digital.
In recent years, Michael has worked for REWE Digital, Sanofi Aventis Group, Cignizant Mobility GmbH, Volkswagen, and Public Sector Healthcare.
Michael is most experienced in industries like Information Technology, Retail, and Healthcare. Michael also has some experience in Government and Administration, Manufacturing, and Automotive.
Michael is most experienced in business areas like Information Technology, Operations, and Customer Service.
Michael has recently worked in industries like Retail, Healthcare, and Government and Administration.
Michael has recently worked in business areas like Information Technology and Operations.
Michael attended education in System Integration.
Michael has 3 certificates. These include: Google: Data Analytics, IBM: DevOps and Software Engineering, and University Of Michigan: Python.
The availability of Michael needs to be confirmed.
Daily rate distribution
The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.
Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 10 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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