IT support engineer Resume Sample

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Felix Bauer
IT Support Engineer

Second and third-line fixes the help desk can't crack

[email protected]
+49 89 555 1136
github.com/felix-bauer

IT support engineer with seven years handling the second and third-line problems the help desk escalates, at companies in Munich. The engineer who picks up the issues first-line can't crack — servers, networks, identity and the awkward cross-system faults — and fixes them properly while improving the systems so they break less. Cut escalations through better tooling and documentation and led a desktop and patching automation rollout. Resolves escalated incidents, administers servers, networks and endpoints, automates support and deployment, improves systems and knowledge, and mentors first-line staff. Technical, methodical and a calm troubleshooter. Looking for a senior support-engineer or systems role with a company that has interesting problems and values doing them right.

Work Experience
Bavaria Tech Group - Munich, Germany

IT Support Engineer January 2019 to Present 7 years & 10 months

Handle the second and third-line problems the help desk escalates, fixing what first-line genuinely cannot.
Cut escalations through better tooling and documentation and led a desktop and patching automation rollout.
Resolve escalated incidents across servers, networks, identity and endpoints, tracing awkward cross-system faults.
Administer and improve the systems behind support, fixing the root causes so the same issues stop coming back.
Automate support and software deployment, cutting manual effort and making rollouts faster and more consistent.
Improve the knowledge base and mentor first-line staff, lifting what the whole support team can resolve itself.
Munich Office Systems - Munich, Germany

IT Support Technician August 2016 to December 2018 2 years & 5 months

Handled first and second-line support and device setup at a busy company, building troubleshooting depth on the job.
Resolved escalated issues and supported infrastructure, growing into the technical go-to of the team.
Learned systems, networking and escalated support on the job across more than two years.
Gained the certifications and technical depth that led into an IT-support-engineer role of my own.
Education
Technical University of Munich

BSc in Computer Science (October 2012 to July 2016)

Degree in computer science covering systems, networks and software, with labs. The study built the technical foundation behind engineering-level support. It set the path into IT support and systems engineering.
Microsoft / CompTIA

Microsoft & CompTIA Certifications (January 2017 to September 2017)

Industry certifications covering Windows server, endpoints and support to recognised standards. They validated engineering-level support skills. They support resolving escalated issues and administering systems reliably.
Highlights
Cut the escalations
Cut the volume of escalations through better tooling, automation and documentation. Reducing how often problems need a senior engineer at all is a smarter win than just resolving them faster, and it frees the whole team.
Automated deployment
Led a desktop and patching automation rollout that made deployments faster and more consistent. Automating the repetitive build-and-patch work removes both effort and the human errors that cause many support tickets.
Deployment Automation
Deployment Automation

IT Support Engineer (January 2021 to August 2021)

Led a project to automate desktop builds and patching across the company, introducing imaging and scripted deployment, which made rollouts faster and more consistent and cut the recurring tickets caused by manual setup.
Certifications
Microsoft & CompTIA Certifications

Microsoft / CompTIA (September 2017 to Present)

Industry certifications covering Windows server, endpoints and support to recognised standards. They validated the engineering-level support skills applied daily and support resolving escalated issues and administering systems reliably.
Technical Skills
  • Escalated Troubleshooting
  • Windows Server
  • Networking
  • Active Directory & Identity
  • Endpoint Management
  • Scripting & Automation
  • Software Deployment
  • Root-Cause Analysis
  • Documentation
  • Mentoring First-Line
Langauges
German
Native or Bilingual Proficiency
English (UK)
Full Professional Proficiency
French
Limited Working Proficiency
Personal Info
Location
Munich, Germany
Nationality
German
Gender
Male
Notice Period
2 months
Date of Birth
1993-09-12
Personal Skills
Technical Depth
Methodical Approach
Composure
Problem Solving
Communication
Activities & Interests
Online Shop
Football
Watching Tv
Horse Riding
Poker

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