SENOIR IT TECHNICAL LEAD
Aktualisiert am 22.09.2025
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 22.09.2025
Verfügbar zu: 100%
davon vor Ort: 100%
Dear
I am writing to express my strong interest to join
since our last conversation I have to admit
French
Mother tongue
English
Full Professional Proficiency

Einsatzorte

Einsatzorte

Deutschland
möglich

Projekte

Projekte

3 Jahre 7 Monate
2023-03 - heute

local escalation point for support problems

Senior IT Engineer ticketing system Kubernetes Office ...
Senior IT Engineer
Senior Engineer Technician role acts as a local escalation point for support issues from local users. Works with other teams and provides direct support for employee IT service issues. Additionally, interface with external vendors and assist with workflow routing within the team and other related areas. This position provides client device technical support and routinely interfaces directly with employees across all levels of the organization.
  • Resolve and/or facilitate IT Support escalations from employees or other technicians
  • Perform service ticket routing to IT Support team members and other teams
  • Providing first/second tier service desk support and desk-side support for enterprise users and act as an escalation
  • point for contract staff for user support issues, including
  • Technical support of end-users in-person, via telephone, chat, and remote control
  • Documentation, tracking, and resolution of all support incidents in a timely and efficient manner within a ticketing system or related service management system
  • Execute IT on-boarding and off-boarding activities
  • Asset Management of client-based technology devices
  • Usage of management systems that facilitate desktop and mobile device deployment. These initiatives include:
  • Operating system image deployment
  • Desktop software deployment
  • Kubernetes open-source platform to automate the deployment
  • Asset tracking and inventory management
  • Office telephony
  • Mobile device management including tablets and smartphones
  • PC device management
  • Remote support tools
  • Interaction with all levels of company staff
  • Other tasks as assigned
ticketing system Kubernetes Office open-source Operating system Desktop software tablets Asset Management Asset tracking automate device management management systems mobile device Mobile device management Remote support service management inventory management technical support IT Support telephone telephony service desk user support
HCL Germany
Munich
9 Jahre
2017-10 - heute

Leadership and development of direct reports in the team

IT Technical Lead software issues empowerment Leadership ...
IT Technical Lead
  • Leadership and development of direct reports in the team
  • Generating KPI?s related to technical support Team performance metrics, areas for improvement and allocation of resources
  • Direct and active involvement in lead roles and task assignment, implementation of daily/ weekly/ monthly team reporting activities, operational excellence, and continuous improvements initiatives
  • Manage escalations to resolve hardware and/or software issues which might involve advanced level and above technical support engineers
  • Drive customer loyalty through quality of service
  • Contribute to secure customer satisfaction, reduce customer effort, and achieve cycle time/cost improvements through team-based problem solving
  • Manage and monitor the day-to-day operations
  • Serve as a subject matter expert in cross-functional collaborations within the IT department
  • Build and shape a high performing team with proper customer centric mindset, knowledge, empowerment, and sense of purpose that delivers valuable and timely support to Customers
  • Monitor individual and team performance, support development of the people
  • Keep daily communication with different partners, prepare and hold regular Service Reviews
  • Drive for continuous improvement
  • Develop, maintain & report metrics outlining Key Performance Indicators (KPI) measuring productivity, timeliness and quality
software issues empowerment Leadership problem solving continuous improvements continuous improvement customer centric customer loyalty customer satisfaction cycle time KPI's Key Performance Indicators metrics operational excellence performance metrics quality of service technical support
TECH MAHINDRA
Budapest (Hungary)
1 Jahr 11 Monate
2016-01 - 2017-11

Transition SME ? BASF & ITSM Project

Transition SME - BASF & ITSM Project Data mining Coordinate ITSM ...
Transition SME - BASF & ITSM Project
  • Work directly with the customer and different stakeholders
  • Contribution in requirements gathering workshops
  • Data mining and analysis
  • Work closely with transition manager for managing scope, cost, schedule, and contract deliverables, according to the project charter or contract
  • Participate in daily transition review meetings
  • Contribute to drafting project transition deliverables (SOPs, KBs, Processes, training materials?.)
  • Coordinate team effort during transition phase and serve as PoC for all technical and processes related queries
  • Training delivery to new IT resources
  • Post Go-Live overall support
Data mining Coordinate ITSM project charter requirements gathering Training delivery
TECH MAHINDRA
1 Jahr 8 Monate
2014-06 - 2016-01

Hardware and software support

IT ONSITE Support Technician access management Network equipment User accounts ...
IT ONSITE Support Technician
  • Handle complex issues both the hardware and software supported, and to resolve the problems within the agreed SLA parameters
  • Carry out installations of new equipment to agreed configurations, ensuring that equipment is fully operational including assisting end users with restoration of data and applications
  • Carry out equipment upgrades and moves as required, including upgrades or re-configurations of software including assisting end users with restoration of data and applications.
  • Carry out Network equipment setup, configuration, maintenance, and support
  • Provide Root Cause analysis and mitigation plan for major Incidents
  • User accounts management (Creation, deletion, different resources access management?)
access management Network equipment User accounts maintenance ONSITE Support Root Cause analysis
TECH MAHINDRA
1 Jahr 9 Monate
2012-09 - 2014-05

1st level support

IT Service Desk & Quality Analyst
IT Service Desk & Quality Analyst
  • Remote 1st level support for hardware and software 
  • Involve in Quality related activities
GETRONICS
3 Jahre 11 Monate
2008-11 - 2012-09

support for hardware and software

L1 & L2 IT Support & Quality Analyst Audit IT Support
L1 & L2 IT Support & Quality Analyst
  • Remote 1 stand 2nd level support for hardware and software
  • Involve in Quality related activities (Audit, ...)
Audit IT Support
EDS & HP
4 Monate
2008-04 - 2008-07

Product and services advertisement

Customer Care Professional Customer Care Customer Service
Customer Care Professional
  • Product and services advertisement 
  • Overall Customer Service-related activities
Customer Care Customer Service
YGOMI ( SEI EUROPE TECHNOLOGY)

Aus- und Weiterbildung

Aus- und Weiterbildung

CERTIFICATIONS & LICENSES
  • ITIL 4 Foundation in IT Service Management
  • Emerging Leaders Booster and Effective leadership
  • Project Management
  • Emerging Leaders Booster
  • Team Leader Development

Position

Position

SENOIR IT TECHNICAL LEAD

Kompetenzen

Kompetenzen

Top-Skills

Dear I am writing to express my strong interest to join since our last conversation I have to admit

Produkte / Standards / Erfahrungen / Methoden

Profile
Highly motivated, quick learner, can adapt in almost any environment and circumstance, result driven, can-do attitude and easy-going person. My desire to always perform well and produce the highest output have helped me to achieve a high professional standard in everything I do.

Technical skills
  • ITIL® 4 Foundation Introduction
    • MS Office applications
    • Network Ops and Database Ops
    • Operating Systems
    • ITSM Tools (SNOW, NGSD and gAHD)
    • CRM tools
    • Email applications (Lotus Notes, MS Outlook)
    • Remote management tools
    • Security and data protection
    • Experience with other applications: Oracle, SAP, Wincash
    • ?Kubernetes open-source platform to automate the deployment
  • Leadership and people management
  • Project Management
  • Communication and presentation
  • Strategical Planning and Decision Making
  • Coaching and Training

Einsatzorte

Einsatzorte

Deutschland
möglich

Projekte

Projekte

3 Jahre 7 Monate
2023-03 - heute

local escalation point for support problems

Senior IT Engineer ticketing system Kubernetes Office ...
Senior IT Engineer
Senior Engineer Technician role acts as a local escalation point for support issues from local users. Works with other teams and provides direct support for employee IT service issues. Additionally, interface with external vendors and assist with workflow routing within the team and other related areas. This position provides client device technical support and routinely interfaces directly with employees across all levels of the organization.
  • Resolve and/or facilitate IT Support escalations from employees or other technicians
  • Perform service ticket routing to IT Support team members and other teams
  • Providing first/second tier service desk support and desk-side support for enterprise users and act as an escalation
  • point for contract staff for user support issues, including
  • Technical support of end-users in-person, via telephone, chat, and remote control
  • Documentation, tracking, and resolution of all support incidents in a timely and efficient manner within a ticketing system or related service management system
  • Execute IT on-boarding and off-boarding activities
  • Asset Management of client-based technology devices
  • Usage of management systems that facilitate desktop and mobile device deployment. These initiatives include:
  • Operating system image deployment
  • Desktop software deployment
  • Kubernetes open-source platform to automate the deployment
  • Asset tracking and inventory management
  • Office telephony
  • Mobile device management including tablets and smartphones
  • PC device management
  • Remote support tools
  • Interaction with all levels of company staff
  • Other tasks as assigned
ticketing system Kubernetes Office open-source Operating system Desktop software tablets Asset Management Asset tracking automate device management management systems mobile device Mobile device management Remote support service management inventory management technical support IT Support telephone telephony service desk user support
HCL Germany
Munich
9 Jahre
2017-10 - heute

Leadership and development of direct reports in the team

IT Technical Lead software issues empowerment Leadership ...
IT Technical Lead
  • Leadership and development of direct reports in the team
  • Generating KPI?s related to technical support Team performance metrics, areas for improvement and allocation of resources
  • Direct and active involvement in lead roles and task assignment, implementation of daily/ weekly/ monthly team reporting activities, operational excellence, and continuous improvements initiatives
  • Manage escalations to resolve hardware and/or software issues which might involve advanced level and above technical support engineers
  • Drive customer loyalty through quality of service
  • Contribute to secure customer satisfaction, reduce customer effort, and achieve cycle time/cost improvements through team-based problem solving
  • Manage and monitor the day-to-day operations
  • Serve as a subject matter expert in cross-functional collaborations within the IT department
  • Build and shape a high performing team with proper customer centric mindset, knowledge, empowerment, and sense of purpose that delivers valuable and timely support to Customers
  • Monitor individual and team performance, support development of the people
  • Keep daily communication with different partners, prepare and hold regular Service Reviews
  • Drive for continuous improvement
  • Develop, maintain & report metrics outlining Key Performance Indicators (KPI) measuring productivity, timeliness and quality
software issues empowerment Leadership problem solving continuous improvements continuous improvement customer centric customer loyalty customer satisfaction cycle time KPI's Key Performance Indicators metrics operational excellence performance metrics quality of service technical support
TECH MAHINDRA
Budapest (Hungary)
1 Jahr 11 Monate
2016-01 - 2017-11

Transition SME ? BASF & ITSM Project

Transition SME - BASF & ITSM Project Data mining Coordinate ITSM ...
Transition SME - BASF & ITSM Project
  • Work directly with the customer and different stakeholders
  • Contribution in requirements gathering workshops
  • Data mining and analysis
  • Work closely with transition manager for managing scope, cost, schedule, and contract deliverables, according to the project charter or contract
  • Participate in daily transition review meetings
  • Contribute to drafting project transition deliverables (SOPs, KBs, Processes, training materials?.)
  • Coordinate team effort during transition phase and serve as PoC for all technical and processes related queries
  • Training delivery to new IT resources
  • Post Go-Live overall support
Data mining Coordinate ITSM project charter requirements gathering Training delivery
TECH MAHINDRA
1 Jahr 8 Monate
2014-06 - 2016-01

Hardware and software support

IT ONSITE Support Technician access management Network equipment User accounts ...
IT ONSITE Support Technician
  • Handle complex issues both the hardware and software supported, and to resolve the problems within the agreed SLA parameters
  • Carry out installations of new equipment to agreed configurations, ensuring that equipment is fully operational including assisting end users with restoration of data and applications
  • Carry out equipment upgrades and moves as required, including upgrades or re-configurations of software including assisting end users with restoration of data and applications.
  • Carry out Network equipment setup, configuration, maintenance, and support
  • Provide Root Cause analysis and mitigation plan for major Incidents
  • User accounts management (Creation, deletion, different resources access management?)
access management Network equipment User accounts maintenance ONSITE Support Root Cause analysis
TECH MAHINDRA
1 Jahr 9 Monate
2012-09 - 2014-05

1st level support

IT Service Desk & Quality Analyst
IT Service Desk & Quality Analyst
  • Remote 1st level support for hardware and software 
  • Involve in Quality related activities
GETRONICS
3 Jahre 11 Monate
2008-11 - 2012-09

support for hardware and software

L1 & L2 IT Support & Quality Analyst Audit IT Support
L1 & L2 IT Support & Quality Analyst
  • Remote 1 stand 2nd level support for hardware and software
  • Involve in Quality related activities (Audit, ...)
Audit IT Support
EDS & HP
4 Monate
2008-04 - 2008-07

Product and services advertisement

Customer Care Professional Customer Care Customer Service
Customer Care Professional
  • Product and services advertisement 
  • Overall Customer Service-related activities
Customer Care Customer Service
YGOMI ( SEI EUROPE TECHNOLOGY)

Aus- und Weiterbildung

Aus- und Weiterbildung

CERTIFICATIONS & LICENSES
  • ITIL 4 Foundation in IT Service Management
  • Emerging Leaders Booster and Effective leadership
  • Project Management
  • Emerging Leaders Booster
  • Team Leader Development

Position

Position

SENOIR IT TECHNICAL LEAD

Kompetenzen

Kompetenzen

Top-Skills

Dear I am writing to express my strong interest to join since our last conversation I have to admit

Produkte / Standards / Erfahrungen / Methoden

Profile
Highly motivated, quick learner, can adapt in almost any environment and circumstance, result driven, can-do attitude and easy-going person. My desire to always perform well and produce the highest output have helped me to achieve a high professional standard in everything I do.

Technical skills
  • ITIL® 4 Foundation Introduction
    • MS Office applications
    • Network Ops and Database Ops
    • Operating Systems
    • ITSM Tools (SNOW, NGSD and gAHD)
    • CRM tools
    • Email applications (Lotus Notes, MS Outlook)
    • Remote management tools
    • Security and data protection
    • Experience with other applications: Oracle, SAP, Wincash
    • ?Kubernetes open-source platform to automate the deployment
  • Leadership and people management
  • Project Management
  • Communication and presentation
  • Strategical Planning and Decision Making
  • Coaching and Training

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