Hellen Braun

• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.
• Cross-trained existing employees to maximize team agility and performance.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• IT Service Management and IT Process Management.
• Coordination of external IT ServiceDesk Provider.
• Incident and Request Management Process.
• USU Implementation & operations.
• Mobile device Management.
• Building Access Management.
• IAM implementation.

• 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.

• Operated cash register to record transactions accurately and efficiently.
• Handled multiple payment methods securely, minimizing discrepancies and potential losses.
• Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
• Welcomed customers and helped determine their needs.
• Improving German Language.

• 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

Domain Administrator / Server Analyst Technical 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.
• Support Active Directory, NAS, MS Exchange 2010, and others.
• Administration and management of corporate network equipment.
• Support and configuration of network equipment, CISCO, HP, Enterasys.
• Field support, troubleshooting.
• Datacenter corporate network administration.

• Technical support.
• Maintenance of computers and local small business networks.
• Basic Informatics Instructor and Computer Maintenance.