Atena Kiarostami

Projektunterstützung von Mobile Device (Laptop und Handy) Projekten ⁠Installation, Vorkonfiguration und Patchmanagement von Betriebssystemen und Software über Microsfort Intune (Autopilot, Richtlinien) ⁠Verfassen und pflegen von technischen Anleitungen und Benutzerhandbüchern zur Unterstützung interner und externer Anwender ⁠Vorbereitung, Verpackung und Qualitätskontrolle von Endgeräten vor der Auslieferung an Endbenutzer ⁠Implementierte ITIL-basierte Prozesse für das Incident Management

Title: Digital workplace deputy lead My role was to drive incident management for long pending incidents for the following areas: Level 1 incidents (global service desk), Managed print service incidents (factory and office) and Device-as-a-service service requests. In this role, I collaborated closely with the relevant delivery teams from the respective service lines. Achievements: Over a 10-12 week period, I drove circa 40% reduction in the average number of open incidents on a per day basis

Trouble ticket systems - Installed 130+ new PC workstations and laptops with Windows 10 and MS Office - Create sales reports with Excel - Complaints processing - Diagnosing network device problems

- Assisting the IT team in maintaining hardware, software and systems - Assist in troubleshooting and providing technical support - Upgrade internal hardware components as needed - Complete diagnosis and replacement of defective parts