Schlagwörter
Skills
Kenntnisse/Fähigkeiten:
ITSM, Projektleitung, Projektmanagement, PRINCE II, ITIL v3 Foundations, Green Belt, Lean Sigma, Service Management, HP Service Manager, ESL, R2, HP Service Center, Service Level Management, Configuration Management, Change Management, CMDB, uCMDB, Connect-IT, SM-Projekte, Qualitätsmanagement, Team Management, Service Design, Service Portfolio, Service Katalog Management
Berufserfahrung:
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Zeitraum: Juli 2013 – jetzt
Beruf oder Funktion: ITSM Integrator
Wichtigste Tätigkeiten und Zuständigkeiten
• Prozessverantwortliche für den ITIL Configuration Prozess für den Kunden
• Beratung bei der Einführung von ITSM Prozessen
• Entwicklung von KPIs und Prozessbeschreibung
• Analyse der undenbedürfnisse und Erstellung eines Konzeptes oder Lösungsansatzes
• Umsetzung und Integration eines Customer- und IT-Service Management Tools
• Prozessverantwortlicher IT Configuration Management
Arbeitgeber: IAV GmbH
Tätigkeitsbereich oder Branche: Automobilbau/Automobil-Engineering
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Zeitraum: Juli 2011 – April 2013
Beruf oder Funktion: Teamleiter / Projekt Manager
Wichtigste Tätigkeiten und Zuständigkeiten
• Prozessverantwortlicher IT Configuration Management bei Kunden
• Mitwirkung bei Aufbau von komplexen CMS Projekten (Anbindung von mehreren, komplexen Datenquellen an die CMDB)
• Umsetzung und Leitung von CSI Optimierungsprojekten und Initiativen
• Verwaltung von Projektbudget und Ressoucen
Arbeitgeber: Hewlett-Packard Global Delivery Bulgaria Center
Tätigkeitsbereich oder Branche: HP Outsourcing Services, Service and Configuration Management
Zeitraum: November 2009 – Juni 2011
Beruf oder Funktion: Account Process Manager
Wichtigste Tätigkeiten und Zuständigkeiten
• Prozessverantwortlicher - ITIL Configuration Management bei Kunden
• Aufbau und Verwaltung der CMDB
• Prozess Design und Einführung von ITSM Prozessen (Change Management, Problem Management) bei neuen Kunden
• Aktive Beteiligung bei der Optimierung des regionalen (EMEA) HP Configuration-Prozesses
Arbeitgeber: Hewlett-Packard Global Delivery Bulgaria Center
Tätigkeitsbereich oder Branche: HP Outsourcing Services, Service and Configuration Management
Zeitraum: November 2009 – Juni 2011
Beruf oder Funktion: Account Process Manager
Wichtigste Tätigkeiten und Zuständigkeiten
• Prozessverantwortlicher - ITIL Configuration Management bei Kunden
• Aufbau und Verwaltung der CMDB
• Prozess Design und Einführung von ITSM Prozessen (Change Management, Problem Management) bei neuen Kunden
• Aktive Beteiligung bei der Optimierung des regionalen (EMEA) HP Configuration-Prozesses
Arbeitgeber: Hewlett-Packard Global Delivery Bulgaria Center
Tätigkeitsbereich oder Branche: HP Outsourcing Services, Service and Configuration Management
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Zeitraum:Dezember 2007 – November 2009
Beruf oder Funktion: SAN Senior Spezialist
Wichtigste Tätigkeiten und Zuständigkeiten:
• Backup Management
• Analyse und Lösung von Störungen im SAN-Bereich (u.a. MSL, ESLsEML, SAN Switches, Storage Geraete usw.)
• Telefonische Kundenbetreuung (auf Deutsch und Englisch)
Arbeitgeber: Hewlett-Packard Global Delivery Bulgaria Center
Tätigkeitsbereich oder Branche: Information Technologien, HW and SAN Support
ITSM, Projektleitung, Projektmanagement, PRINCE II, ITIL v3 Foundations, Green Belt, Lean Sigma, Service Management, HP Service Manager, ESL, R2, HP Service Center, Service Level Management, Configuration Management, Change Management, CMDB, uCMDB, Connect-IT, SM-Projekte, Qualitätsmanagement, Team Management, Service Design, Service Portfolio, Service Katalog Management
Berufserfahrung:
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Zeitraum: Juli 2013 – jetzt
Beruf oder Funktion: ITSM Integrator
Wichtigste Tätigkeiten und Zuständigkeiten
• Prozessverantwortliche für den ITIL Configuration Prozess für den Kunden
• Beratung bei der Einführung von ITSM Prozessen
• Entwicklung von KPIs und Prozessbeschreibung
• Analyse der undenbedürfnisse und Erstellung eines Konzeptes oder Lösungsansatzes
• Umsetzung und Integration eines Customer- und IT-Service Management Tools
• Prozessverantwortlicher IT Configuration Management
Arbeitgeber: IAV GmbH
Tätigkeitsbereich oder Branche: Automobilbau/Automobil-Engineering
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Zeitraum: Juli 2011 – April 2013
Beruf oder Funktion: Teamleiter / Projekt Manager
Wichtigste Tätigkeiten und Zuständigkeiten
• Prozessverantwortlicher IT Configuration Management bei Kunden
• Mitwirkung bei Aufbau von komplexen CMS Projekten (Anbindung von mehreren, komplexen Datenquellen an die CMDB)
• Umsetzung und Leitung von CSI Optimierungsprojekten und Initiativen
• Verwaltung von Projektbudget und Ressoucen
Arbeitgeber: Hewlett-Packard Global Delivery Bulgaria Center
Tätigkeitsbereich oder Branche: HP Outsourcing Services, Service and Configuration Management
Zeitraum: November 2009 – Juni 2011
Beruf oder Funktion: Account Process Manager
Wichtigste Tätigkeiten und Zuständigkeiten
• Prozessverantwortlicher - ITIL Configuration Management bei Kunden
• Aufbau und Verwaltung der CMDB
• Prozess Design und Einführung von ITSM Prozessen (Change Management, Problem Management) bei neuen Kunden
• Aktive Beteiligung bei der Optimierung des regionalen (EMEA) HP Configuration-Prozesses
Arbeitgeber: Hewlett-Packard Global Delivery Bulgaria Center
Tätigkeitsbereich oder Branche: HP Outsourcing Services, Service and Configuration Management
Zeitraum: November 2009 – Juni 2011
Beruf oder Funktion: Account Process Manager
Wichtigste Tätigkeiten und Zuständigkeiten
• Prozessverantwortlicher - ITIL Configuration Management bei Kunden
• Aufbau und Verwaltung der CMDB
• Prozess Design und Einführung von ITSM Prozessen (Change Management, Problem Management) bei neuen Kunden
• Aktive Beteiligung bei der Optimierung des regionalen (EMEA) HP Configuration-Prozesses
Arbeitgeber: Hewlett-Packard Global Delivery Bulgaria Center
Tätigkeitsbereich oder Branche: HP Outsourcing Services, Service and Configuration Management
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Zeitraum:Dezember 2007 – November 2009
Beruf oder Funktion: SAN Senior Spezialist
Wichtigste Tätigkeiten und Zuständigkeiten:
• Backup Management
• Analyse und Lösung von Störungen im SAN-Bereich (u.a. MSL, ESLsEML, SAN Switches, Storage Geraete usw.)
• Telefonische Kundenbetreuung (auf Deutsch und Englisch)
Arbeitgeber: Hewlett-Packard Global Delivery Bulgaria Center
Tätigkeitsbereich oder Branche: Information Technologien, HW and SAN Support
Projekthistorie
Recent Project Involvement:
=======================
• Project:
Data integration and alignment of several databases used for billing purposes (Project used for Lean Sigma Green Belt certification)
• Periode: April 2012 – November 2012
• Branch : IT Service Management
• Position: Project Lead, Project design and development
• Project Description
Main purpose of the project was to review and align several Configuration Management Databases (CMDBs) used by our internal customers for billing purposes. At kick-off of the project there was no clear understanding on the reasons why the CMDBs are not aligned – we knew that there is a gap and as a result of that there was a negative financial impact on the organizations, e.g. unbilled services or Configuration items. That is why I decided to apply the Lean Sigma tools and identify the potential causes for the discrepancies. After I used Lean Sigma tools like 6 Thinking Hats, Multi-Voting, Fishbone Diagram, RACI, Control Charts etc., I was able to identify that that main reason for the gaps is that the involved organizations are working independently from each other and their processes/tools/CMDBs are not aligned. The solution applied in the end was to design a process that would enhance them and align them in terms of working models and patterns
• Team Size: 10
• Project Management methodology and tools:
Lean Sigma, Run Chart, Flow Chart, Fishbone Diagram, Multi-Voting, Pareto, 6 Thinking Hats, Stakeholder Analysis, RACI, Tree Diagram
=============================================
• Project : ITIL CFGM/CHGM Process On-Boarding
• Periode: July 2010 – September 2011
• Branch: IT Service Management
• Position: Transition and Implementation Manager
• Project Description
As a Transition and Implementation Manager, I was responsible for the successful implementation of the Configuration and Change Management processes for new customers. The main activities were related with service and process design based on the customer’s requirements, while considering the ITIL best practices and companies established process workflows. The greatest challenges we were facing were implementing the customized solutions and tools for the customers, while were under tight timeframes and financial restrictions.
E.g. Integration of tools like HP Service Manager/ HP Service Center and uCMDB to customers and implementation of CFGM/CHMG/PRBM/CAPM processes around them.
• Team Size: 10-20
• Project Management methodology: ITIL CFGM/CHMG/CAPM/PRBM
==========================================================
• Project: Process and Tool Integration
• Periode: February 2010 - June 2010
• Branch: IT Project Management
• Position: Project support and administration
• Project Description
As a part of a project team, I had to deal with the process of developing a process that would align a company recently acquired byHP.in terms of usage of best practices, policies, tools etc. The project, in which I was participating, was targeted to align Service Management departments and the workload was immense, having so many details and risk factors to be considered. In the end we developed very successful project and now the on-boarding and transition management teams are using it as a baseline, when new accounts are coming in. We used the ITIL best practices as a basis, when we were deciding which methods should be implemented.
• Team Size: 10
=======================
• Project:
Data integration and alignment of several databases used for billing purposes (Project used for Lean Sigma Green Belt certification)
• Periode: April 2012 – November 2012
• Branch : IT Service Management
• Position: Project Lead, Project design and development
• Project Description
Main purpose of the project was to review and align several Configuration Management Databases (CMDBs) used by our internal customers for billing purposes. At kick-off of the project there was no clear understanding on the reasons why the CMDBs are not aligned – we knew that there is a gap and as a result of that there was a negative financial impact on the organizations, e.g. unbilled services or Configuration items. That is why I decided to apply the Lean Sigma tools and identify the potential causes for the discrepancies. After I used Lean Sigma tools like 6 Thinking Hats, Multi-Voting, Fishbone Diagram, RACI, Control Charts etc., I was able to identify that that main reason for the gaps is that the involved organizations are working independently from each other and their processes/tools/CMDBs are not aligned. The solution applied in the end was to design a process that would enhance them and align them in terms of working models and patterns
• Team Size: 10
• Project Management methodology and tools:
Lean Sigma, Run Chart, Flow Chart, Fishbone Diagram, Multi-Voting, Pareto, 6 Thinking Hats, Stakeholder Analysis, RACI, Tree Diagram
=============================================
• Project : ITIL CFGM/CHGM Process On-Boarding
• Periode: July 2010 – September 2011
• Branch: IT Service Management
• Position: Transition and Implementation Manager
• Project Description
As a Transition and Implementation Manager, I was responsible for the successful implementation of the Configuration and Change Management processes for new customers. The main activities were related with service and process design based on the customer’s requirements, while considering the ITIL best practices and companies established process workflows. The greatest challenges we were facing were implementing the customized solutions and tools for the customers, while were under tight timeframes and financial restrictions.
E.g. Integration of tools like HP Service Manager/ HP Service Center and uCMDB to customers and implementation of CFGM/CHMG/PRBM/CAPM processes around them.
• Team Size: 10-20
• Project Management methodology: ITIL CFGM/CHMG/CAPM/PRBM
==========================================================
• Project: Process and Tool Integration
• Periode: February 2010 - June 2010
• Branch: IT Project Management
• Position: Project support and administration
• Project Description
As a part of a project team, I had to deal with the process of developing a process that would align a company recently acquired byHP.in terms of usage of best practices, policies, tools etc. The project, in which I was participating, was targeted to align Service Management departments and the workload was immense, having so many details and risk factors to be considered. In the end we developed very successful project and now the on-boarding and transition management teams are using it as a baseline, when new accounts are coming in. We used the ITIL best practices as a basis, when we were deciding which methods should be implemented.
• Team Size: 10
Reisebereitschaft
Verfügbar in den Ländern
Deutschland, Österreich und Schweiz
Deutschland, Schweiz, Österreich, Bulgarien
2 Monate Kündigungsfrist
Vor-Ort-Einsatz 100% möglich
2 Monate Kündigungsfrist
Vor-Ort-Einsatz 100% möglich
Sonstige Angaben
Zertifikate:
- ITIL Service Offerings and Agreements (SOA)
- ITIL Operational Support and Analysis (OSA)
- ITIL Release, Control and Validation (RCV)
- ITIL v3 Foundation Certificate
- Green Belt Certificate
- PRINCE2 Foundation
- Lotus Notes – advanced
- MS Office – advanced
- Customer Satisfaction – Advanced, Networking and Cabling – advanced
Technische Kompetenzen:
- ITSM Tools: HP Service Manager, HP Service Center, uCMDB, USU Valuemation, ESL, R2, WFM
- IBM managing tools(Tivoli, Manage Now, ESM), Lotus Notes, Windows Server 2003
- HW managing tools(LTT, SAN Toolbox)
- Fachlich vertraut mit Microsoft Anwendungen(Excel, Word, Power Point usw.), Adobe Photoshop, Corel Draw and HTML Erfahrungen
- ITIL Service Offerings and Agreements (SOA)
- ITIL Operational Support and Analysis (OSA)
- ITIL Release, Control and Validation (RCV)
- ITIL v3 Foundation Certificate
- Green Belt Certificate
- PRINCE2 Foundation
- Lotus Notes – advanced
- MS Office – advanced
- Customer Satisfaction – Advanced, Networking and Cabling – advanced
Technische Kompetenzen:
- ITSM Tools: HP Service Manager, HP Service Center, uCMDB, USU Valuemation, ESL, R2, WFM
- IBM managing tools(Tivoli, Manage Now, ESM), Lotus Notes, Windows Server 2003
- HW managing tools(LTT, SAN Toolbox)
- Fachlich vertraut mit Microsoft Anwendungen(Excel, Word, Power Point usw.), Adobe Photoshop, Corel Draw and HTML Erfahrungen
