Professional Summary
Dedicated Junior IT Help Desk Technician with practical expertise in desktop troubleshooting, hardware deployment, and user identity management within hybrid Windows and Microsoft 365 environments.
Combines disciplined technical retraining in systems integration with extensive prior customer-facing experience to provide calm, clear, and methodical incident resolution.
Professional Experience
ElbeLogix Solutions GmbH
Hamburg, Germany
Junior IT Support Specialist
Jul 2025 – Present
- Provide Tier 1 and Tier 2 remote and on-site technical support for approximately 350 internal workstation users across macOS and Windows 11 environments.
- Process and triage 30 to 45 user incident and service request tickets daily through Jira Service Management, consistently meeting first-contact resolution SLA targets.
- Manage user provisioning, departmental group memberships, and role-based access permissions in Microsoft Entra ID and Active Directory.
- Configure and deploy laptop workstations, docking hubs, and IP telephony hardware using Microsoft Intune deployment profiles.
- Document standard operating procedures and self-help troubleshooting guides for printer mapping, VPN access, and multi-factor authentication setup.
Hanseatische Handelsunion KG
Hamburg, Germany
Store Assistant & Systems Coordinator
Sept 2018 – May 2023
- Assisted retail branch staff with daily point-of-sale hardware resets, receipt printer installations, and barcode scanner diagnostics.
- Escalated recurring network connectivity and inventory database synchronization errors to central systems administrators.
- Trained newly hired store staff on internal inventory management software and password security standards.
Education & Training
IT-Akademie Nord Hamburg
Vocational Training Certificate (Fachinformatiker Systemintegration) · Information Technology Systems Integration (IHK Retraining) · Hamburg, Germany · Good (2.1) · Jul 2023 – Jun 2025
Completed structured vocational retraining covering network fundamentals, Windows and Linux client administration, IT service management workflows, and Active Directory configuration.
Conducted a practical capstone project deploying an automated Windows 11 imaging and software rollout solution via Microsoft Intune.
Berufliche Schule City Nord
Apprenticeship (Kaufmann im Einzelhandel) · Retail and Commerce · Hamburg, Germany · Satisfactory (2.7) · Aug 2011 – Jun 2014
Completed formal dual vocational education focused on customer communication, inventory tracking, and point-of-sale systems operation.
Projects
Active Directory & Systems Automation Lab
Oct 2024 – Mar 2025
- Constructed a virtualized home lab environment utilizing Proxmox VE to host a simulated corporate Windows Server 2022 Active Directory forest.
- Configured Group Policy Objects (GPOs), organizational units, DHCP scopes, and DNS zones to test domain client join procedures and security policies.
- Implemented automated PowerShell scripts for bulk user creation and password resets, reducing manual provisioning steps.
Technical Skills
Windows 10/11 Support
Active Directory
Microsoft Entra ID
Microsoft Intune
Jira Service Management
Hardware Diagnostics
TCP/IP & LAN Troubleshooting
Microsoft 365 Administration
PowerShell Basics
Remote Desktop Support
Languages
German
C2
English
C1
Certifications
CompTIA A+
CompTIA · Apr 2025
Microsoft Certified: Endpoint Administrator Associate
Microsoft · Nov 2025
Volunteer Experience
Bürgertreff Altona e.V.
Hamburg, Germany · Apr 2022 – Dec 2024
- Community Tech Volunteer
- Provided weekly hands-on guidance to neighborhood residents on desktop software updates, smartphone security settings, and Wi-Fi configuration.
- Refurbished donated desktop towers and laptops with lightweight operating systems for community use.