Skills
Technical Support & Troubleshooting:
Front-line customer support, issue resolution, remote/desk-side troubleshooting, escalation management, SLA compliance
Systems & Networking:
Credit card/ACH processing systems, terminals & gateways, TCP/IP, DHCP, DNS, VLAN, NAT, network connectivity troubleshooting,
Customer Training & Satisfaction:
User coaching, product training (1:1 & group), knowledge base creation, process documentation, client communication
(English/German)
Process Improvement & Reporting:
Trend analysis, root-cause identification, reporting to leadership, knowledge sharing, workflow automation
Automation & Documentation:
Workflow scripting, onboarding/off-boarding automation, training video and PDF production, IT policy writing, QoS
Python, Git, XML, HTML, JS, JSON
Systems & Tools:
Linux, Windows/macOS, Active Directory, Azure, O365, VMware, MDM (Jamf/Firewire), Service ticketing systems,
Microsoft Office Suite
About
Technical Support Specialist with 8+ years’ experience delivering high-impact IT support across global organizations, including Meta, Elbkind Reply, and TBWA. Skilled in troubleshooting complex systems, maintaining high service availability, and driving process improvements that enhance efficiency and customer satisfaction. Adept at coaching users, creating training resources, and ensuring seamless operations in high-pressure environments. Bilingual in English and German, with strong expertise in networking, systems administration, and IT automation. Currently pursuing advanced certifications (CCNA, CompTIA A+, Cybersecurity) to expand technical capabilities.
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