I was responsible for a more in-depth technical support for internal colleagues and external costumers of Deutsche Telekom when struggling with specific Microsoft SharePoint-based web applications.Roles and responsibilities:• assess issues and provide solutions for problems that cannot be handled by L1• escalate incidents to a higher levelSkill competences:• Knowledge of specific Microsoft SharePoint-based web applications• Maintenance and Support• ITIL based ticket administration and documentation• Process & Operational Understanding• Scaled Agile Framework (SAFe) UnderstandingPersonal competences:• User-centricity• Willing to work in team• Strong verbal and written communication skills • Analytical Thinking

I used to be the first point of contact for our end users (German company workers) when struggling with computers (or other devices), business applications or information systems.Roles and responsibilities:• provide fast and useful technical assistance over the phone or via email• understand, document and solve complex desktop issues remote• direct issues to the next level• provide information on products and services• suggest possible improvements on proceduresSkills:• Process understanding• Use of ticketing tools• Comprehensive knowledge of business apps & devicesPersonal competences:• Customer focus• Working well in a team• Strong communication skills• Analytical Thinking• Patience 😉

I started working abroad during college to be able to travel, learn languages and earn some money. I undertook mainly seasonal catering jobs in tourist centers such as ski paradises but I also lived and worked in bigger cities like Munich or Frankfurt am Main for a little while.