Manfred Froebe

Asia Helpdesk (Until Sept. 2010) then Back Office IT Support Engineer: Provide 1st / 2nd level support for all Employees in Asia Pacific mostly by telephone and email Desktop Support resolving back office issues of every type escalated to me. Log Tickets escalating to Front Office and various teams using our Global Remedy System Escalation to Network, Messaging, Server and App Support Teams with priority as per incident Much more description unable to fit in this space, please ask for full CV.

Provided 1st and 2nd level support to Back Office Employees in CRE, Finance, Operations, HR, IT and more logging Tickets in the global remedy system in both English/Japanese. Windows Account Creation and new IBM/Dell PC Preparation from Images and Deployment. Assisted with the Blackberry OS Upgrade Project together with the Vendor Approval related guidance for access to network, ordering of software and hardware. Lotus Notes Account Creation and Troubleshooting/Suppor

Support Hilti Japan employees (mostly salesmen) with their PC and software problems in Japanese by telephone, email or directly. Participated in projects while coordinating with Global IT for Hilti standard implementations. Perform user administration in SAP/Active Directory among other MOJP databases. Daily/Weekly/Monthly Backup processes using Symantec Server

Time sensitive problem solving on Dell notebooks and PCs transferring relevant issues to Server and Application Support teams ordering systems and materials as needed. Trained/taught Interns sharing experience and knowledge often including them in projects and discussions. Supported Server Team during updates, downtime and installations. Input Helpdesk problems and solutions into database, created manuals + documents Gained experience using Windows Server 2003 and Active Directory.

Maintained network of 8 to 10 PCs and cutting-edge scanning equipment solving any problems alone or with vendor support. Managed Projects both new and existing with customers including cost reduction, developed efficient methods to scan mass amounts of media into PDF/JPG and other formats. Always delivered to client satisfaction. Set viable social/working goals for disabled employees, conflict resolution while providing an adequate, comfortable working environment. (More Info on CV)

Provided 1st and 2nd level support to private and business customers for various Apple products. Performed troubleshooting of every issue with most Apple products, entered problem data and solutions into database while speaking with the customer escalating as required. Up to date training on newest Apple Products and executed quick problem resolution skills. Technology Supported: Apple/Macintosh Products (iPod, OS X 10.x, Powerbooks + iMAC G3, G4)

Went on a 1 year Foreign Exchange to Germany through a program at my university.

Joint Major but most courses were in Computer Science