Managing several clientsSLA & KPI reportingRecruitment

Managing virtual teamsSLA KPIRecruitmentQueue management

Managing a virtual Team of 14 people across 2 countries at 14 Sites.KPI reportingRecruitmentQueue managementSLA managementPurchasing of computer hardwareManaging of computer lifecycle

- Accepting and coordinating IT problems and malfunctions- Solving hardware and software problems by telephone, remotely or in person- Solving and documenting IT problems within the framework of applicable guidelines- Application of established IT service management tools- Support and manage the PC lifecycle- Procure computer hardware- Ensure recoverability of desktop and laptop systems- Implement computer security and client management standards- Manage external service providers and subordinate support staff- Administer user accounts and permissions in Novell eDirectory and Microsoft Active Directory- Advising and supporting end users in all IT matters- Administration of the service desk knowledge base- Administration of software licenses- Collaboration in various projects- Regular reporting of key figures- Order processing of general hardware and software- IT training of employees from other departments- Execution of backups and their restoration- Error analysis and troubleshooting in case of network malfunctions- Support and integration of mobile devices of any kind into the existing environment- Support and connection of home offices- Administration of test and measurement systems of various types and manufacturers- Participation in the IT standby (24x7)

- Accepting and coordinating IT problems and malfunctions- Solving hardware and software problems by telephone, remotely or in person- Solving and documenting IT problems within the framework of applicable guidelines- Application of established IT service management tools- Support and manage the PC lifecycle- Procure computer hardware- Ensure recoverability of desktop and laptop systems- Implement computer security and client management standards- Manage external service providers and subordinate support staff- Administer user accounts and permissions in Novell eDirectory and Microsoft Active Directory- Advising and supporting end users in all IT matters- Administration of the service desk knowledge base- Administration of software licenses- Collaboration in various projects- Regular reporting of key figures- Order processing of general hardware and software- IT training of employees from other departments- Execution of backups and their restoration- Error analysis and troubleshooting in case of network malfunctions- Support and integration of mobile devices of any kind into the existing environment- Support and connection of home offices- Administration of test and measurement systems of various types and manufacturers- Participation in the IT standby (24x7)

Verwaltung von Kommunikationsgeräten des NATO SFOR HQ Ilidža

• Verwaltung von Kommunikationsgeräten des NATO HQ LANDCENT

• Ausbildung zum Gerätewart• Englischlehrgang für NATO Dienstposten