Hellen Braun Email & Phone Number

Cologne, North Rhine-Westphalia, Germany

Cologne, North Rhine-Westphalia, Germany

- IT Service management- IT Process Management- Coordination of external IT ServiceDesk Provider- Incident Management Process- Request Management Process- Business continuity plan testing- USU Implementation & operations- Mobile device Management- Building Access Management- IAM implementation

Cologne, North Rhine-Westphalia, Germany

• Operational work in the IT ServiceDesk: Processing, forwarding and monitoring of IT Service Requests and IT Incidents• Transfer of knowledge between all support levels and towards users - Knowledge Management• User- and Rights Management, guarantee the provisioning of all accesses and terminations in time and with high quality• Support, Onboarding and Training of employees in IT Standards, documentation of applications, systems and processes• Troubleshoot and resolve issues after pre-qualification with software, hardware and mobile devices• Take over ownership of ServiceDesk related applications• Purchase and inventory of IT equipment and licenses, Software Asset and Configuration Management• Working on IT projects with related IT ServiceDesk activities• Close collaboration with internal and external partners, coordination of tasks to external provider• Manage, arrange and schedule user client updates• Support Problem Management Process• Analyze records and logs to spot issues• Consult the management in regards to management, operation and improvement of the client infrastructure

Köln, Nordrhein-Westfalen

- Improving German Language

Jaraguá E Região, Brasil

Performed activities:• Help Desk System Administration• Technical issues - 1st and 2nd level support• Servers Administration (Windows Server 2008/2012)• Maintenance of Computers and Printers• Asset management lifecycle• Stock management• Process documentation• Incident/Problem/Requests Management activities• Printing - monitoring tools• Printing - new network printer deployment• SCCM / Staging VLAN

Jaraguá Do Sul E Região, Brasil

Technical Support Networks and Servers.Domain Administrator / Server AnalystTechnical Support Networks and Servers.Performed Functions:- Support and troubleshooting on Windows, Linux and Unix servers;- Advanced administration of Linux environments, Windows Server 2000, 2003, 2008, Exchange, Metaframe, VMWare, etc.- Maintenance in Microsoft and RedHat Clusters, etc .;- Support Active Directory, NAS, MS Exchange 2010, and others.• Networks Support (Previous Function)From November 2013 until August 2015.In WEG Electrical Equipment in Jaraguá do Sul - SCExperiences acquired:- Administration and management of corporate network equipment.- Support and configuration of network equipment, CISCO, HP, Enterasys.- Field support, troubleshooting.- Datacenter corporate network administration.

Jaraguá Do Sul E Região, Brasil

Experiences acquired:- Technical support.- Maintenance of computers and local small business networks.- Basic Informatics Instructor and Computer Maintenance.

Technology In Systems Analysis And Development, Information Technology

Activities and Societies: DANMA - Diretório Acadêmico Nove de Março • Plan and guide the processing, storage and retrieval of information.

Technical Computer Networks, Information Technology

- Assembly and Maintenance of Microcomputers - Tools for Technical Documentation - People management - Structured Cabling - Network.

Support And Maintenance Of Microcomputers And Local Area Networks, Information Technology

- Basic Computing - Assembly and maintenance - Basic Electricity - Local Area Networks - Ethics, Environment and Citizenship - Preparation.