Gerd Stalberg
Mazarron
Summary
Resourceful Service Delivery Coordinator with proven ability to manage multiple tasks efficiently and meet deadlines. Specialize in workflow optimization, stakeholder communication, and service quality monitoring. Excel at problem-solving, adaptability, and teamwork, ensuring smooth service delivery and client satisfaction.
Overview
25
25
years of professional experience
1
1
Certification
Work History
IT Service Delivery Coordinator
MAN Energy Solutions SE
Oberhausen
05.2016 - 03.2023
- ITSM Processes
- SLA Tracking and Reporting
- Ticket Handling, Tracking and Reporting
- Provider Management
- OnSite Service Management
- KPI Measurements
- Project Management
- Hardware Lifecycle Replacement
- Responsible for over 50 Technicians from multiple Provider on the Sites Oberhausen, Hamburg, Berlin and Augsburg
- Created and monitored customer service performance metrics to ensure quality of service.
- Coordinated communication between internal teams regarding changes or updates being made within the organization's services portfolio.
Projects
MAN Energy Solutions SE and Bechtle OnSite Services GmbH
Oberhausen
06.2011 - 02.2018
- 03/17 - 08/17 Change Provider OnSite Services from IBM to Bechtle: Tender, specifications, calculation
- 06/17 - 02/18 Hardware Lifecycle Replacement ca. 1500 Clients
- 11/16 - 09/17 Canon Printer Rollout ca. 480 printer
- 09/11 - 03/12 Hardware Refresh ca. 1800 Clients
- 06/11 - 08/11 ESA Rollout ca. 350 Clients
- several projects, such as Software Rollouts
IT Service Delivery Manager
Bechtle OnSite Services GmbH
Oberhausen
02.2011 - 04.2016
- Responsible for MAN Energy Solutions SE Germany with Locations in Oberhausen, Hamburg, Berlin and Augsburg
- OnSite Service Management
- SLA Tracking and Reporting
- Ticket Handling, Tracking and Reporting
- Project Management
- Lead for over 25 Technicians in OnSite Teams
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Met with users, vendors and technicians to determine computing requirements.
- Managed a team of technical staff to provide effective support for end users.
- Recruited, trained and supervised IT department staff.
IT Team Lead
Bechtle OnSite Services GmbH
Oberhausen
10.2010 - 01.2011
- Site Lead OnSite Services, responsible for MAN Energy Slutions SE Germany
- Managed conflict resolution within the team to maintain a positive work environment.
- Ensured compliance with all safety regulations in the workplace.
- Organized client meetings to provide project updates.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Delegated daily tasks to team members to optimize group productivity.
IT Team Lead
Weiss IT Solutions
Warngau
01.2008 - 09.2010
- Responsible for MAN Energy Solutions SE Oberhausen
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Provided support to end users when they encountered problems with their systems or applications.
- Resolved conflicts between team members in a professional manner.
Commercial Employee
CDC Handelsgesellschaft
Dinslaken
10.2006 - 12.2007
- Responsible for incoming orders, shipping, complaints
- Store and manage inventory and new items
- Webshop management
Self Studying IT Expertise
None
Duisburg
07.2004 - 09.2006
Rehabilitation IT Specialist System Integration
LINDOS Institute GmbH
Duisburg
07.2002 - 06.2004
- Education to IT Expert System Integration
Soldier
German Army Forces
Koblenz
03.1998 - 02.2002
- Press- and Informationcenter Army Command
- Editorial Staff
- Staff Service
- Photographer
- abroad Kosovo 1999 for 6 months
Education
Internal Training Courses in Service Management
Academy of Bechtle AG
Neckarsulm09-2012
Staff And Editorial Soldier, Photograph
German Army
Koblenz Germany01-2001
Gas- And Water Plumber
Maßberg GmbH
Duisburg Germany07-1996
Technical College Entrance Qualification
August-Thyssen-Realschule
Duisburg Germany07-1992
Skills
- ITSM processes
- SLA tracking
- Ticket management
- Provider management
- KPI measurement
- Project management
- Customer service
- Team leadership
- Conflict resolution
- Effective communication
- Compliance management
- Technical support
- Service quality
- Incident management
- Teamwork and collaboration
- ITIL framework
- Workflow coordination
- Customer satisfaction
- Team building
- Ticket handling
- Onsite service management
- Vendor management
- Service level agreement management
- Delivery management
- Teamwork
- Hardware replacement
- Service level agreements
Certification
- ITIL Foundation Examination (APMG International Academy)
- Windows Server 2008
- Windows
- Office 365
Languages
German
First Language
English
Advanced (C1)
C1
Spanish
Intermediate (B1)
B1
Affiliations
- Skateboarding
- Motorcycles
- walks with our 5 Dogs
- engage in animal protection
Timeline
IT Service Delivery Coordinator
MAN Energy Solutions SE
05.2016 - 03.2023
Projects
MAN Energy Solutions SE and Bechtle OnSite Services GmbH
06.2011 - 02.2018
IT Service Delivery Manager
Bechtle OnSite Services GmbH
02.2011 - 04.2016
IT Team Lead
Bechtle OnSite Services GmbH
10.2010 - 01.2011
IT Team Lead
Weiss IT Solutions
01.2008 - 09.2010
Commercial Employee
CDC Handelsgesellschaft
10.2006 - 12.2007
Self Studying IT Expertise
None
07.2004 - 09.2006
Rehabilitation IT Specialist System Integration
LINDOS Institute GmbH
07.2002 - 06.2004
Soldier
German Army Forces
03.1998 - 02.2002
Internal Training Courses in Service Management
Academy of Bechtle AG
Staff And Editorial Soldier, Photograph
German Army
Gas- And Water Plumber
Maßberg GmbH
Technical College Entrance Qualification
August-Thyssen-Realschule