Elisabeth Agnes Mpessa Enangue
Wannweil
Summary
Dedicated, technology enthusiast (with academic knowledge in machine learning and artificial intelligence) and IT support specialist with a proven track record of success at the State Superior Authority IT Baden-Württemberg improving cloud computing and ITIL processes. Proven expertise in technical troubleshooting and fostering team collaboration, significantly improving system reliability and customer satisfaction. Aspiring for a secure entry-level research or support position. Willing to support the team in achieving company goals.
Overview
6
6
years of professional experience
1
1
Certificate
Work History
IT Support Specialist for BITBW-Cloud
Landesoberbehörde IT Baden-Württemberg (BITBW)
2023.02 - Current
- Close cooperation on the quality assurance process with product control and product management via Jira/Confluence.
- Collaboration in the maintenance of an internal knowledge management system across teams.
- Application and user, as well as development of the authorization structures.
- Collaboration in the conception and coordination for the further development of the BITBW Cloud.
- Analyzing, qualifying and fixing approximately 850 error situations and interruptions in the BITBW Cloud.
IT Support Specialist for E-Akte BW
Landesoberbehörde IT Baden-Württemberg (BITBW)
2020.07 - 2023.01
- Analyzing, qualifying and correcting approximately 200 error situations that occur in the E-Akte BW (document management system) in 2nd level support (collaborating with other specialist teams within BITBW, coordination and cooperation with 3rd level support - software manufacturer).
- Collaboration in the design and harmonization of business processes.
- Participation in the continuous improvement process and the quality assurance process.
- Representation of the department in regular meetings and coordination meetings for specific events.
- Participation within the line organization in the internal and cross-group exchange of information between the specialist teams.
IT Support Employee
Solutio GmbH & Co. KG
2019.08 - 2020.05
- Technical advice and support for customers in all hardware and software issues as well as testing the infrastructure and applications of the practice management software CHARLY.
- Support for the integration of new modules and functions of the CHARLY software.
- Development of new efficient solutions, Test and release of new hardware and software.
- Maintenance of internal documentation for the Technical Support department.
- Internal support for field service, development, quality assurance, training, hotline customer service / complaint management and internal sales.
- Exchange of information with the group manager and the head of department, as well as regular participation in department meetings.
IT Support & Customer Service Employee
Leutek GmbH
2018.11 - 2019.05
- First- and second-level support of customer systems as part of customer service.
- Creation of customer tickets and working with the Confluence wiki software.
Education
Master of Science - Business Informatics
Worms University of Applied Sciences
Worms, Germany02.2022
Master of Science - Services Computing
Reutlingen University of Applied Sciences
Reutlingen, Germany08.2018
Bachelor of Science - Business Informatics
Reutlingen University of Applied Sciences
Reutlingen, Germany 02.2016
Baccalaureate in Mathematics And Life Sciences - Mathematics, Biology, Chemistry, Physics
Government Bilingual High School of Bonaberi
Douala, Cameroon08.2009
Skills
- ITIL Processes, Incident Management
- Cloud computing, AI, Machine Learning and Scripting Languages (python, R) knowledge
- Database Administration (PgAdmin, SQL)
- Application support (DMS, cloud, praxis management system, monitoring system), Software Installation
- Technical Troubleshooting, Customer Service
- Performance Testing, Knowledge Integration
- Collaborative Team Player, Commitment, Creativity
- Prudence, Self- reliance, reliability
- Web-Development, REST and SOAP
Certification
- ITIL 4 Foundation Training and certification
Languages
French
Bilingual or Proficient (C2)
German
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
IT Support Specialist for BITBW-Cloud
Landesoberbehörde IT Baden-Württemberg (BITBW)
2023.02 - Current
IT Support Specialist for E-Akte BW
Landesoberbehörde IT Baden-Württemberg (BITBW)
2020.07 - 2023.01
IT Support Employee
Solutio GmbH & Co. KG
2019.08 - 2020.05
IT Support & Customer Service Employee
Leutek GmbH
2018.11 - 2019.05
Master of Science - Business Informatics
Worms University of Applied Sciences
Master of Science - Services Computing
Reutlingen University of Applied Sciences
Bachelor of Science - Business Informatics
Reutlingen University of Applied Sciences
Baccalaureate in Mathematics And Life Sciences - Mathematics, Biology, Chemistry, Physics
Government Bilingual High School of Bonaberi
- ITIL 4 Foundation Training and certification
Hobbies
Fitness, Soccer.
Hobbies
Fitness, Soccer.
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