Lassel MC

Manager and member of CCD at Infosys Consulting, supporting installation, configuration, administration, patching, hardening, and application integration. Skilled in Windows Server (2012–2019), Hyper-V, VMware ESXi, Windows 10/11, and storage (NAS). Experienced in incident, request, and change management. Deployed networks across 4 sites, ensuring connectivity. Strong in troubleshooting, Active Directory, Office 365, Outlook, routers, switches, firewalls, and TCP/IP.

Experienced in assisting customers remotely via phone and email to troubleshoot and resolve issues with Cisco Telepresence devices. Skilled in establishing connections between Telepresence rooms from the server side, investigating technical problems, and providing effective solutions. Proficient in raising incidents and managing tickets through ServiceNow to ensure timely resolution and customer satisfaction.

Provided technical support for SAM platform installation, configuration, and usage. Resolved software issues, ensuring customer satisfaction, and contributed to platform improvements through code testing. Skilled in communicating technical details, documenting solutions, and assisting migrations. Expertise in SQL Server, Windows Server (2012/2016), virtualization (Hyper-V, VMware), Windows 10 troubleshooting, and basic networking/firewall configuration.

Provided first-line technical support in German, resolving hardware/software issues via phone and email. Skilled in system installation/configuration, troubleshooting, and user access management. Experience with Active Directory, Outlook (2010–2016), SAP, Remedy, and software deployment via Radia. Supported Level 1/2 escalations, VDI maintenance (Citrix, vSphere), mobile device management (iOS/Android/Windows), AirWatch, Blackberry, Symantec 2FA, and Office 365.

Worked as Customer Service Agent (German) at Vodafone Shared Services, gaining strong skills in a fast-paced environment and proficiency with SAP, KBA, KIAS, Edoc, and Microsoft Office. Previously Call Center Analyst (German) at GRS, effectively communicating with users and managers, providing clear information about services, and building positive client relationships. Demonstrated strong interpersonal skills and professionalism in all interactions.