Help Desk Specialist

Stämm Biotech (2023 - 2024)

Focus: IT Operational Continuity Optimization in a Biotechnology Environment.

My journey into the tech industry began with a strategic, fast-paced 5-month internship at Stämm Biotech, an innovative R&D company. I managed the first line of IT support, ensuring the constant operability of critical lab equipment and corporate systems. This role was my proving ground for developing a security-first mindset and learning how to maintain operational integrity in high-pressure environments.

Optimizing Operations & Impact

When I joined, one of my main goals was to streamline the support process. I implemented a severity-based triage methodology that immediately improved the team's efficiency:

• Accelerated Resolutions: By standardizing Level 1 diagnostic procedures, I helped decrease the average incident Time-to-Resolution (TTR) by 25% (from 8 hours to 6 hours) in just a few months.
• Empowering the IT Team: I increased the rate of tickets solved at the first point of contact from 60% to 85%. This was crucial because it freed up the Senior IT team to focus on major infrastructure upgrades.
• Asset Management: I created and maintained a comprehensive Asset Management Database (CMDB) for over 120 IT and laboratory devices. This led to a 15% reduction in downtime caused by missing or misallocated components.

Key Responsibilities

Beyond the metrics, my day-to-day involved direct hands-on troubleshooting. I diagnosed and resolved issues across hardware, software, network connectivity (VPNs, Wi-Fi), and specialized operating systems (Windows/Linux) used in the biotech sector.

Recognizing that many issues were recurring, I also developed and maintained a robust technical Knowledge Base. This not only facilitated user self-service but also created a smoother onboarding process for new IT staff.

Moving Forward

Having successfully met and exceeded my objectives at Stämm—optimizing support processes during a key period of the company's expansion—I decided it was the perfect time to make a strategic pivot.

While the experience was invaluable, I chose not to pursue a permanent position in order to establish a long-term working base in my city of residence and actively transition into Software Development. This allowed me to immediately begin applying my operational and networking expertise to complex engineering challenges as a freelance developer.