Noah Zbinden
IT Support Specialist
n.zbinden@bluewin-mail.ch+41 79 512 08 44Bern, Schweiz
Professional summary
Second-line support for 900 users across three cantonal sites. Cut average ticket resolution from 14 hours to 5 by rebuilding the triage rules and documenting the twenty most common faults.
Work experience
IT Support Specialist, second line
Apr 2021 – Present
Kantonale Verwaltung Bern · Bern, Schweiz
- Own second-line tickets for 900 users across three sites, averaging 40 resolved a week.
- Rebuilt the triage rules in the ticketing system, cutting average resolution from 14 hours to 5.
- Rolled out Windows 11 to 400 workstations over two quarters with no unplanned downtime.
IT Technician, first line
Aug 2018 – Mar 2021
Hurni Systemtechnik AG · Thun, Schweiz
- First point of contact for 20 SME clients under service contract.
- Set up and documented backups for every client site; tested restores quarterly.
Education
Federal Diploma of Vocational Education and Training — IT systems engineering
Aug 2014 – Jul 2018
Berufsfachschule Bern · Bern, Schweiz
Bergen
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