Sören Morgener

Coordination & management of technical customer services (BENELUX & Switzerland)

Printer support for OKI products (both hardware and software support)

- Reporting and solving incidents related to cinema software & infrastructure (1st and 2nd level support activities) - Deploying software packages and releases on client systems - Maintaining the in-house knowledge database

- Providing 2nd line IT support - Solving customer incidents via remote access to end user PCs - Main focus lies on MS Office incidents - Solving IT incidents within fixed deadlines

- Providing IT support via phone, email and chat - Solving customer IT incidents via remote connection (Ultra VNC & TeamViewer) - Managing customer incidents via ticket system HP Service Manager - Escalating major incidents to 2nd and 3rd line support teams - Creating training plans for new employees - Planning and providing trainings to improve internal processes and the overall service quality - Testing new processes implemented by the customer

Master Thesis at Audi (Ingolstadt, Germany)

- Internship in the IT department of the Volkswagen Finance China Co., Ltd. - Translation of IT content from German to English - Assisting the IT helpdesk by maintaining and updating data in ticket system HP Service Manager - Business process modeling through IT tool ARIS - Supporting the implementation of an own intranet solution

- Internship in the IT department of VW Finance China - Translation of IT related documents from German to English - Maintenance of database contents

- Internship at the LinguaPoint GmbH in Augsburg, Germany - Translation of texts related to IT and technical/automotive engineering - Proofreading of translations realized by other translators - Linguistic tests of website contents

- Student employement with the AutoVision GmbH - Contracted by the AutoVision GmbH to further work on the same project started previously with the Volkswagen Financial Services AG (testing the company's intranet solution)

- Internship in the IT department of the Volkswagen Financial Services AG (Braunschweig, Germany) - Creation of English user manuals to describe the functionalities of the company's own intranet solution - Assisting the software developer team by running functional test cases and reporting related IT bugs - Preparing the migration of intranet content from one system into another

- Student employment in the IT department of the VW FS AG in Braunschweig, Germany - Creation of English user manuals to describe the functionalities of the company's own intranet solution - Planning and running test cases via HP Quality Center

- Subtitling, synchronisation, localisation, voice-over, creation and translation of media contents - Languages studied during the program: English, Spanish and German

- Formation as a professional translator for IT and Technical/Automotive Engineering - Main subjects: Technical & Automotive Engineering - Additional subject: Information Science - Languages studied during the program: English, Spanish and German