Thomas Hesse

- providing technical support to enterprise customers - working knowledge of Linux, Microsoft - working knowledge with VMware ESXi Server and vCenter Server - providing assistance to junior staff

Supervisor of the 1st Level Support - responsible for the customer and his issue until it's solved - Inbound + Outbound calls - granting repair exceptions for devices with expired warranty - granting exceptions for replacements of defective devices - taking calls from the european markets + APAC - very good soft skills

- providing phone support to customers on Apple products -- (Mac OS Snow Leopard, Lion, Mountain Lion, Mavericks, iLife, -- iWork, iCloud, Mac computers, Airport Extreme, Airport Express, -- Time Capsule and home based networks) - providing professional relationships with customers and showing empathy at all times

- Hardware, software and customer support for 10 computers - planning and setup of a server - for a trouble-free workflow of developing a webhop, -- I maintained the requirements of business management, sales and web developer - along with my technical field role I organized several events -- (lectures, fairs and presentation courses) with up to 150 guests attending - supervision of 8 staff members during these events

- Hardware, software and customer support for 50 computers - Modernising of the IT environment: -- replacement of the network cabling -- upgrading the soft- and hardware of the PCs -- replaced the server with Windows 2003 Small Business Server -- developing a Knowledge Base for all important procedures within the IT department -- Setup of an ERP system and implementing of new company workflows -- Setup and administer the backup solution Veritas Backup Exec

- software and customer support for more than 80 computers at different locations - because of many customisations of standard software and in-house developed software, knowledge of manual modification of config-files was required