Markus Gaulke
About Markus Gaulke
Markus Gaulke serves as the IT Service Desk Manager at Vroom, where he has worked since 2019. He has extensive experience in IT service management, having previously held positions at Geek Squad and Global Custom Commerce, and is fluent in both German and English.
Work at Vroom
Markus Gaulke has served as the IT Service Desk Manager at Vroom since 2019. In this role, he is responsible for managing the IT service desk operations, ensuring effective support for internal customers. He has implemented a service desk tier level system to facilitate career development for team members. Gaulke also oversees the procurement of all hardware and software purchases and manages disaster recovery initiatives. His efforts have contributed to improved service delivery and operational efficiency within the organization.
Previous Experience in IT Service Management
Prior to his current position at Vroom, Markus Gaulke worked as an IT Service Desk Manager at Global Custom Commerce / Blinds.com from 2012 to 2019. He also gained experience as a Remote Agent at Geek Squad from 2011 to 2013. His background includes significant responsibilities in service desk management and customer support, which have shaped his expertise in the field.
Education and Expertise
Markus Gaulke studied at New Horizon Computer Learning Center, where he focused on IT and achieved proficiency in configuring Windows 7 in 2013. He also attended Schloss Hohenwherda from 1987 to 1989. Gaulke possesses expertise in various IT service management tools, including ServiceNow, Managed Engine Service Desk Plus, and Jira Service Desk administration. He is fluent in both German and English, which enhances his ability to communicate effectively with diverse teams.
Achievements in IT Service Management
Markus Gaulke has implemented several initiatives that have positively impacted service desk operations. He reduced response times and increased internal customer satisfaction by introducing an automated service scheduling tool for face-to-face service calls. Gaulke also saved approximately $40,000 annually through vendor negotiations for improved services. He established process standards by documenting core functions, contributing to the overall efficiency of the IT service desk.
Compliance and Procurement Responsibilities
In his role at Vroom, Markus Gaulke is responsible for managing disaster recovery initiatives and ensuring compliance with PCI standards. He has experience with Microsoft Volume Licensing agreements and distribution, which is crucial for managing software assets effectively. His procurement responsibilities encompass all hardware and software purchases, ensuring that the organization maintains the necessary resources for its IT operations.