Elisabeth Agnes Mpessa Enangue
Landesoberbehörde IT Baden-Württemberg (BITBW)
Wannweil
6
years of professional experience
1
Certificate
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.
Work History
IT Support Specialist for BITBW-Cloud
3 Years 7 Months- 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
2 Years 6 Months- 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
9 Months- 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
6 Months- 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
Master of Science - Services Computing
Bachelor of Science - Business Informatics
Baccalaureate in Mathematics And Life Sciences - Mathematics, Biology, Chemistry, Physics
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
C2
Bilingual or Proficient
German
C2
Bilingual or Proficient
English
C1
Advanced
Timeline
IT Support Specialist for BITBW-Cloud
Landesoberbehörde IT Baden-Württemberg (BITBW)
02.2023 - CurrentRead More
IT Support Specialist for E-Akte BW
Landesoberbehörde IT Baden-Württemberg (BITBW)
07.2020 - 01.2023Read More
IT Support Employee
Solutio GmbH & Co. KG
08.2019 - 05.2020Read More
IT Support & Customer Service Employee
Leutek GmbH
11.2018 - 05.2019Read More
Worms University of Applied Sciences
Master of Science from Business Informatics
Read More
Reutlingen University of Applied Sciences
Master of Science from Services Computing
Read More
Reutlingen University of Applied Sciences
Bachelor of Science from Business Informatics
Read More
Government Bilingual High School of Bonaberi
Baccalaureate in Mathematics And Life Sciences from Mathematics, Biology, Chemistry, Physics
Read More
Hobbies
Fitness, Soccer.
Hobbies
Fitness, Soccer.