Experience

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  Burg rabenstein event gmbh

  Apr 2004 - Aug 2008

  Tourist guide

  •Tourist Guide, Promotion, Logistics (guided tours in and around various locales (cave, castle, landscape)•Logistics (supplies, scheduling of tours, planning and realization of events)•Working alone and in teams

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  Diözesanmuseum bamberg

  Apr 2007 - Aug 2007

  Exhibition guide

  Guide for the millenial anniversary exhibition of the Bamberg diocesis

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  Bamberg centre for empirical studies (baces)

  Mar 2009 - Dec 2009

  Telephone interviewer

  Computer assisted telephone interviewing (CATI)

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  Fujitsu poland

  Sept 2010 - Nov 2021

  Service Asset Configuration Management (SACM) and Change Management (double-role) for ARZ● Participation in Service Transition● Creation and maintenance of Configuration Items in Configuration ManagementDatabase● Creation, Evaluation, Planning, and Processing of Changes in the IT Environment● Creation of processes and process documentation for both SACM and ChangeManagement according to ITIL specifications● Coordination with other Fujitsu units, business account, and customer● Regular Reporting of Changes and CMDB status Show less Product Support Specialist for Goodyear Dunlop Tires● 2nd line support for Goodyear-Dunlop (Europe, Middle East, and Africa)● Troubleshooting and resolution of incidents unsolvable on 1st line● Problem solving and creation of new processes (internally and in direct cooperation with the Client)● Creation and maintenance of Knowledge Base articles● Support of 1st line agents and onsite technicians● Training of new joiners and colleagues, internal and GDC-wide● Active participation in transition out activities, knowledge transfer Show less Technical Support for Deutsche Pfandbriefbank GmbH and Depfa Bank plc•Customer Support via phone and mail, contact with users, logging and managing issues and requests via phone, e-mail, and customer internal systems•Assessment, diagnosis, remote IT system support according to ITIL principles•Troubleshooting and resolution of incidents via diagnostic tools•User administration in Active Directory, SAP, Lotus Notes, etc.•Working on, monitoring, and escalation of tickets to resolver groups in various ticket/message queue systems•Basic network administration•Writing/editing of Knowledgebase articles•Language checks for potential hires (German and English)•Training of new joiners/colleagues Show less

  • Service Process Lead

    Jul 2020 - Nov 2021

  • Service Desk Expert

    Nov 2019 - Jul 2020

  • Service Desk Expert

    Oct 2018 - Nov 2019

  • Service Desk Expert

    Apr 2018 - Oct 2018

  • Product Support Specialist

    Jun 2016 - Apr 2018

  • IT Servicedesk

    Sept 2010 - Jun 2016
• 

  Crealogix

  Dec 2021 - Jul 2023

  Support engineer

  ● Support, incident and request management for Crealogix SaaS products for Business customers (e.g. PSD2, Strategische Finanzplanung, Förderbanken Portal)● Error analysis via logs, SQL queries, and reproduction in QA environments● Work in Omnitracker and Jira

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  Commerzbank ag

  Sept 2023 - now

  Application manager

  Responsible for FirstSpirit Enterprise CMS system