Michael Schwach

Meine Aufgabe als Dispatch-Koordinator bildet die Schnittstelle zwischen Kunden und OnSite-Support Mitarbeiter und funktionellen Teams. Verantwortlich für die termingerechte Ausführung aller eingehenden Aufträge. Einhaltung der damit verbundenen SLA, Qualität und Compliance sicherstellen.

Solving of complex Internet Registry issues for Registrars as well as providing non-sensitive information for Registrants. The task Involved administration/account maintenance for Registrars, independently finding solutions that require expert technical knowledge and problem solving skills.

2nd Level Support Analyst and Remote Desktop Engineer at the Australian User Service Centre for UBS. Approx 75’000 clients globally. Analyzing, following up incidents in a Windows 2000/XP Environment

I started as a Helpdesk Analyst at the German head office of Eli Lilly and Company, a leading healthcare corporation and moved later on to the Desktop Support Team. My duties were 1st and 2nd level support for about 2500 clients, in-house and sales representatives. Supporting in a Windows 2000/XP en

Verschiedene Projekte als: Desktop Support Analyst - 2nd Level Support für Andreas Stihl AG (von 03/2005 - 05/2005 Desktop Support Analyst - 2nd Level und VIP Support für Daimler Chrysler AG ( von 10/2004 - 12/2004) IT Techniker - 1st und 2nd Level für Schmidt&Kaiser (von 06/2004 - 10/2004)

Collocation Management: Nextra provided the customers with servers and the collaboration area which individually had to be adjusted for the customers. My duty was to liaise with the customers and to find out their interests and needs.

I enjoyed gaining experience in client support and was also responsible for the DNS Switch and Tape Backup Management.

ITIL Expert Certificat in IT Service Management (Certificate Number 4709985.20551213)

Fachrichtung Telekommunikation, Beruf