TEDI ZALLA
System Administrator II
Berlin
Summary
Driven Systems Administrator with 5 years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication, and collaboration.
Experienced with managing and maintaining IT infrastructure, including servers and networks. Utilizes advanced troubleshooting skills to resolve technical issues efficiently. Knowledge of optimizing system performance, ensuring high reliability and uptime.
Overview
4
4
Languages
7
7
years of professional experience
Work History
System Administrator II
DeliveryHero
03.2026 - Current
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Assuming higher-level responsibilities in system architecture and complex troubleshooting following promotion from System Administrator I.
- Serving as a primary escalation point for the global support team, resolving high-priority infrastructure and access issues.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
System Administrator I
Delivery Hero SE
09.2023 - 02.2026
- Delivered technical support to 45,000+ end-users, enhancing issue resolution efficiency.
- Managed IT support requests via a ticketing system resolving over 3600 tickets with excellent user satisfaction and SLA meet 98.28%. Tickets resolved were regarding user access management related to applications like Google, Slack, Jira, IIQ, OKTA, MacOS and Windows troubleshooting, Azure etc.
- Proactively addressed the issues related to onboarding to achieve a 98% success rate.
- Worked oriented in accordance with team OKRs ensuring their timely achievement.
- Managed sections of Confluence to create improved knowledge regarding troubleshooting topics.
- My troubleshooting skills have allowed me to provide specialised support to end-users and serve as an escalation point to my colleagues.
- Trained and Mentored with knowledge sharing 5 new joiners.
IT Support
Choco Communication GomH
01.2023 - 08.2023
- Enabled users and resolved software issues swiftly, enhancing productivity across Microsoft Office and enterprise applications.
- Streamlined user account management, ensuring seamless access and compliance through Active Directory and JAMF for over 400 employees.
- Boosted security protocols by meticulously managing permissions and settings within Intune and JAMF, safeguarding organizational data.
IT Support
MITTEMITTE GmbH
08.2022 - 01.2023
- Boosted service delivery, significantly enhancing enterprise IT services and products.
- Delivered expert IT support, ensuring seamless troubleshooting and system operations.
- Revamped help desk ticket system, achieving over a 30% reduction in resolution time.
IT Support
Tier Mobility GmbH
11.2021 - 08.2022
- Delivered prompt technical support through phone, email, and in-person interactions.
- Resolved hardware, software, and network issues efficiently, enhancing user satisfaction.
- Achieved a high resolution rate, minimizing downtime for end-users.
IT Support
Software Albania Solutions
02.2019 - 10.2021
- Diagnosed hardware issues, reducing downtime by 30%.
- Troubleshooted software problems, enhancing user productivity across all devices.
- Provided solutions for desktops, laptops, and mobile devices efficiently.
Education
Master Degree - International Business
Hochschule Furtwangen
09-2023
Bachelor - BA and IT
Canadian Institute Of Technology
09-2020
Skills
MacOS and Windows Troubleshooting
Network Problem-Solving
OKTA Admin
Google Admin
IIQ Sailpoint Admin
Jamf Admin
IT asset management
video/audio conferencing Support
Adaptable
Customer Service
Communication
Jira Admin
Slack Admin
Azure Admin
Intune Admin
Onboarding and Offboarding
Documentation
Impactful
Timeline
System Administrator II
DeliveryHero
03.2026 - Current
System Administrator I
Delivery Hero SE
09.2023 - 02.2026
IT Support
Choco Communication GomH
01.2023 - 08.2023
IT Support
MITTEMITTE GmbH
08.2022 - 01.2023
IT Support
Tier Mobility GmbH
11.2021 - 08.2022
IT Support
Software Albania Solutions
02.2019 - 10.2021
Bachelor - BA and IT
Canadian Institute Of Technology
Master Degree - International Business
Hochschule Furtwangen