Tim Jaeger

Nationwide technical and disciplinary leadership of a decentralized IT team consisting of internal employees and external service providers within a real estate group.

As part of a group-wide merger, I was responsible for the consolidation of three sub-groups and the integration of their respective IT teams into a new central group structure under my leadership. This involved accompanying extensive post-merger integrations, cross-location transformation processes, and the harmonization of existing IT and support structures.

As Team Lead IT Service & Support, I was responsible nationwide for managing 1st and 2nd level support, as well as the operational and organizational coordination of cross-location IT processes and service workflows.

My responsibilities included the entire IT Service Desk and user support, including ticket management, administration, monitoring and troubleshooting of productive systems, development and implementation of support, service, and escalation strategies, management of external service providers, personnel and budget planning, recruiting, staff management, monitoring, asset and lifecycle management, as well as the group-wide equipping and standardization of all client and mobile devices.

Furthermore, I led group-wide location and infrastructure migrations, rollout projects, and the introduction of a modern ITSM tool, and significantly supported the introduction of ITIL-oriented service processes.

In the course of digital transformation, I was also involved in the introduction of Microsoft 365, cloud and migration projects, ERP software migrations, software rollouts, as well as the implementation and operation of Microsoft Intune as a central mobile endpoint management solution.

Worked in a versatile system house environment supporting a wide range of clients from various industries – from small businesses and medical practices to larger real estate companies and corporate structures.

My responsibilities included all activities in 1st and 2nd level support, administration and troubleshooting of client, server, and network environments, as well as user support both remotely and on-site at the client's location.

As part of project work, I participated in hardware, infrastructure, and rollout projects and took on initial independent projects early on. This included, among other things, carrying out an extensive hardware rollout for a large client in the real estate sector.

In addition, I supported various client environments directly in field service, sometimes on-site for extended periods. Activities ranged from setting up and migrating individual workstations to equipping complete branch locations, as well as analyzing and resolving complex technical issues.

Furthermore, I was involved in setting up and commissioning network and firewall infrastructures at different locations and gained extensive practical experience in heterogeneous IT landscapes, direct customer support, and operational project business.

Additionally, I worked regular on-call duty to ensure ongoing IT operations and the prompt resolution of critical issues and support requests.

Worked in a specialized system house focusing on software packaging, software deployment, and quality assurance for renowned corporate clients, including those in the enterprise sector.

My responsibilities included checking and quality assurance of packaged software, analyzing and documenting error patterns, as well as developing and optimizing internal mechanisms to ensure stable and standardized software deployments.

Additionally, I participated in processes related to software deployment, system administration, and automation using PowerShell scripting.

As part of my first independent IT project, I led the introduction of a central ticketing system based on osTicket for internal employees and external clients. This included planning, implementation, and administration of the associated server and backup infrastructure, as well as the technical implementation and integration of the system environment.