Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Thomas Maiwald

Dessau-Roßlau

Summary

Experienced IT Service Desk employee within Vattenfall, with a track record in managing an international team and optimizing service delivery across borders. Successfully built and led a cross-regional team, driving process improvements and fostering collaboration with other IT departments. Committed in delivering excellent user experiences while continuously developing team capabilities and identifying areas for improvement. Fluently speaking German and English.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Service Desk | Functional Coordinator IT TicketDesk | Functional Coordinator Order and Asset Management

Vattenfall Europe Information Services
Berlin, Germany
06.2020 - Current
  • Leading and coordinating IT Service Desk operations with a focus on ticket and asset management
  • Driving process improvements and ensuring high-quality service delivery
  • Collaborating across international teams to align service standards and optimize workflows.

Service Desk | Functional Coordinator IT Ticket Desk

Paul-IT-Service GmbH
Cottbus, Germany
01.2017 - 06.2020
  • Provided IT support services for Vattenfall, including ticket creation and resolution
  • Acted as functional coordinator ensuring smooth operations and communication

Customer Support & Helpdesk Specialist

arvato Direct Services GmbH
Cottbus, Germany
02.2005 - 12.2016
  • Delivered telephone and written customer support, including complaint handling
  • Served as a subject matter expert and helpdesk contact
  • Ensured adherence to quality standards and resolved complex customer issues
  • Managed ticket creation and processing

Education

Wirtschaftsassistent für Informatik

Berufsbildende Schulen Köthen
Köthen, Germany
01.2000

Skills

  • Communication Skills
  • Leadership Skills
  • Critical Thinking
  • Motivation for Improvement
  • Decision-making
  • Customer service
  • Multitasking and organization
  • Work Planning and Prioritization
  • Project coordination
  • Scheduling and calendar management
  • Presenting ideas and plans
  • Process improvement

Certification

  • ITIL Foundation – IT Service Management
  • ITIL Intermediate – Service Design
  • ITIL Intermediate – Service Operation
  • Leadership Training including Communication and Conflict Management

Languages

German – Native
English – Fluent

Timeline

Service Desk | Functional Coordinator IT TicketDesk | Functional Coordinator Order and Asset Management

Vattenfall Europe Information Services
06.2020 - Current

Service Desk | Functional Coordinator IT Ticket Desk

Paul-IT-Service GmbH
01.2017 - 06.2020

Customer Support & Helpdesk Specialist

arvato Direct Services GmbH
02.2005 - 12.2016

Wirtschaftsassistent für Informatik

Berufsbildende Schulen Köthen
Thomas Maiwald