Gerd Deutenberg nicht verfügbar bis 31.12.2019

Gerd Deutenberg

Projektmanager (Zertfiziert), Programmmanager, Rolloutmanager: ITK, VoIP, Contact Center, WAN/LAN

nicht verfügbar bis 31.12.2019
Profilbild von Gerd Deutenberg Projektmanager (Zertfiziert), Programmmanager, Rolloutmanager: ITK, VoIP, Contact Center, WAN/LAN aus Menden
  • 58706 Menden Freelancer in
  • Abschluss: nicht angegeben
  • Stunden-/Tagessatz: nicht angegeben
    Stundensätze sind variabel und je nach Art und Dauer des Projektes verhandelbar.
  • Sprachkenntnisse: deutsch (Muttersprache) | englisch (gut)
  • Letztes Update: 19.10.2019
SCHLAGWORTE
PROFILBILD
Profilbild von Gerd Deutenberg Projektmanager (Zertfiziert), Programmmanager, Rolloutmanager: ITK, VoIP, Contact Center, WAN/LAN aus Menden
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CV
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SKILLS
___________________________________________________________________________________________________

Hard Skills:

Projektmanagement, Programmmanagement, DPodukmanangement, Rolloutmanagement, Eskalations- und Qualitätsmanagement, Budgetplanung und kontrolle, Testmanagement, Vendormanagement, SLA Erstellung.
- Kenntnis Projektunterstützender Programme, Instrumente, Vorgehensweisen und Methoden wie, PRINCE2
(Zertfiziert), PMI, ITIL, u.ä.

Accountmanagement, Consulting, IT-Beratung
- Kenntnis vertriebsunterstützender Programme, Instrumente und Vorgehensweisen

Unified Communications, Call/Contact Center, IVR, VoiceMail, ACD, CTI ect.
- z.B. AVAYA, Cisco, Siemens, Genesys, VoiceObjects, Aspect u.v.m.

Voice over IP- und klassische ITK-Kenntnisse, Planung, Migration, Intergration etc.
- VoIP, SIP, H.323, MGCP, IAX, PBX, QSIG, NGN/IMS

• Fachkenntnisse und Erfahrung bei der Realisierung von Fixed Line Infrastrukturprojekten im LAN/WLAN/WAN Umfeld
– IP, EtherNet, VPN, OSI, S/ADSL, aktive und passive Netzwerkkomponenten, etc.
– Planung strukturierter Netzwerke auf Kupfer- und LWL-Basis, WLAN´s, WAN

Firewall- und sonstige Security-Lösungen, IDS, Hochverfügbarkeitskonzepte

Infrastrukturkentnisse LAN/WLAN/WAN
- WAN Anbindungen, Carrier Network, etc.
- IP, EtherNet, VPN, OSI, aktive und passive Netzwerkkomponenten, etc.
- Planung strukturierter Netzwerke auf Kupfer- und LWL-Basis, WLAN´s

Client Server und Terminal Server Lösungen, etc.
- Serverkonsolidierung, Clustering, Blade Server, Storage Systems u. ä.

Enterprise Software Solutions, eCommerce, eProcurement, eBusiness, Datenbanken etc.
- Systemintegration/EAI, Middleware, Prozessintegration
- Business Intelligence Lösungen, DataWarehouse, Oracle etc.
- Unified Messaging Systeme/Groupware, Back Office Anwendungen
- Content Management Systeme wie RedDot u.ä.

Anwenderkenntnisse Software
- SAP R/3 (SD), Navision Attain, Microsoft Apertum, Peoplesoft u.ä.
- IBM Rational Suite, Scripting- und Datenbanktools wie TOAD u.ä., XML, HTML
- MS Visio, MS Projekt
- Windows 2000 bis Win 7 (Server- und Clientversionen)
- MS Office u.ä.

Betriebswirtschaftliche Kenntnisse

Kenntnisse Fertigungs- und Produktionstechnik, CAD- und CNC-Systeme

Technische Dokumentation, Marketing und DTP
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Soft Skills:

Langjährige Berufserfahrung, bei internationalen Konzernen wie der Siemens AG ebenso wie bei mittelständischen IT-Dienstleistern und als selbständiger Consultant.

Verbindliches Auftreten und hohe Sozialkompetenz im Umgang mit Kunden, Partnern und Mitarbeitern.
Bei Verhandlungen auf Geschäftsführungsebene ebenso wie im Gespräch mit den Fachabteilungen.
Besonders die Vermittlung, Kommunikationsführung und Endscheidungsfindung zwischen sehr heterogenen Gruppen wie z.B. dem Management und der Technik gehört zu meinen Stärken

Erstellung von Managementvorlagen, Präsentationen, Dokumentationen, SLA´s Pflichtenheften, etc.

Projekterfahrung auf allen Managementebenen, bei multinationalen Konzernen
(z.B. O2, Dt. Post AG, RWE, Nokia u.ä.), mittelständischen Unternehmen und im kommunalen Bereich.

Betriebswirtschaftliche Kenntnisse und unternehmerisches Denken.

Durchsetzungsvermögen und Führungskompetenz, gepaart mit hoher Teamfähigkeit.

Zielgereichtete, strukturierte Arbeitsweise, ergänzt durch Kreativität, hoher Eigenmotivation und den unbedingten Willen zum Erfolg.

Marktkenntnis und umfangreiches, breit gefächertes Know How in der IT/TK-Welt.

Ausgeprägte analytische und kommunikative Fähigkeiten u.a. durch Ausbildung als Maschinenbautechniker und technischer Redakteur.
___________________________________________________________________________________________________
REFERENZEN

2015- jetzt, Projektdauer 18 Mon.+ - Telefónica/o2, Kommunikationsanbieter, München -
Management mehrerer strategischer Top Projekte.
SPOC der ITK-Abteilung gegenüber dem Management und Fachabteilungen des Demands. Zentraler Ansprechpartner für die Workstream-Leader. Root Cause Analyse zur Senkung des Callvolumens. Projektdefinition, Begleitung, Aufbau und Unterstützung von Pilotprojekten. Kommunikation mit den Schnittstellenabteilungen, Führung und Koordinierung der Teilprojektleiter, Stakeholdermanagement.
Produkt- Projektmanagement, Reporting im Steeringboard etc..
Beschreibung einzelner Projekte:

Konzernweites Digitalisierungsprogramm „Da Vinci“. Realisierung zahlreicher Einzelprojekte mit dem Ziel der Digitalisierung und Transformation von Geschäftsprozessen. Unter anderem:
o   Erweiterung der Genesys Contactcenter Plattform hin zu natursprachlicher Dialogeingabe. (NLU, Natural language understanding)
o   Implementierung einer vollintegrierten Call Back Funktionalität auf allen Kundenplattformen.
o   Einführung Speech und Text Analytics auf allen Kommunikationskanälen. Anschließende Root Cause Analysis der Kontaktgründe. (Verint)
o   Realisierung einer konzernweiten, cloudbasierter Knoweledge Management Plattform, inkl. Transformation der Legacydaten. (Sabio)
o   Vorbereitung und Unterstützung des Evaluierungs- und Auswahlprozesses von kognitiven Systemen wie KI basierende Virtual Assistants (z.B. Chat Bots), Software-Robots zur Prozessautomatisation u.ä.

Ausgliederung dreier interner Contactcenter, in rechtlich eigenständige Gesellschaften:
Technische Umsetzung des „Carve Out“. Transformation der ITK Systeme und Herstellung der technischen Eigenständigkeit der Einzelstandorte.

An- und Einbindung neuer Service Provider in die konzernweite Contactcenter-Topologie:
Kurzfristige Umsetzung eines neuen Anbindungskonzepts. Ramp up von 800 externen Agents (FTE), an drei neuen Standorten, innerhalb 6 Monaten.
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2014, Projektdauer 6 Mon. – Kabel Deutschland, Kabelnetzbetreiber, München –
Projektleitung im Rahmen des Gesamtprojektes Office-IT-Integration von Vodafone und Kabel Deutschland.
Kurzfristige Übernahme von mehreren Teilprojekten, die sich in einer fachlich und/oder terminlich schwierigen Situation befanden.
Termin-, Ressourcen- und Budgetkontrolle. Erstellung von Projektplänen, Berichten und Entscheidungsvorlagen. Durchführung von Meetings und Überwachen von Aufgaben und Terminen. Eskalation, bzw. Deeskalation bei Gefährdung der Projektziele.

Presentation-Layer:  Realisierung einer virtuellen Plattform zur Bereitstellung von Diensten und Applikationen auf Basis von VMWare und Citrix Clustern

Intranet Access: Herstellung der Konnektivität zwischen zwei Intranet. Implementierung der entsprechenden Hard- und Software. (Cloud-Server, etc.)

Evaluierung Common Client und User Migration: Analyse Betriebssystemkonvergenz, Proof of Conzept Exchange Migration

Video-Conference-Integration: Integration Videokonferenzsysteme
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2014, Projektdauer 5 Mon. – EWE TEL, Telekommunikationsanbieter, Oldenburg –
Interimsmanagement: Projektleiter/Technischer Consultant
Unterstützung des Vertriebsbereichs Carrier & Wholesale.
Leitung der Konzeptumsetzung, Planungsmanagement, Eskalations- und Qualitätssteuerung, Termin- und Kostencontrolling sowie Claim- und Vendormanagement, Erstellung von Entscheidungsvorlagen.
Führen von strukturierten Kundenabstimmungs- und Beratungsgesprächen
Durchführen von Kundengesprächen zur Erklärung technischer Sachverhalten und Technologien sowie Pflege der Kundenschnittstelle
Eskalation, bzw. Deeskalation bei Gefährdung der Projektziele
Entwicklung technischer Designs für Lösungen und Einzelimplementierungen
Erstellung von Umsetzungskonzepten inklusive Kostenerhebung unter Berücksichtigung technischer Vorgaben und Strategien
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2011-2013 – EWE AG, Energie- und Telekommunikationsanbieter, Oldenburg –
Projektleitung, Multiprojekt- und Rolloutmanagement von Kundenprojekten im Energie- und ITK-Umfeld:
Steuerung/Überwachung komplexer IT-Bündelprojekte aus den Bereichen Energie- Daten/Telekommunikation- und IT-Services. Z.B. für Telefonica o2, Vodafone, Kabel Deutschland, Dong Energy, Deutsches Forschungsnetzwerk DFN u.v.m.
E2E-Verantwortung, Eskalations- und Kommunikationsmanagement. Koordination von Aufwands¬schätzungen, Unterstützung bei der Erstellung von Angeboten und Präsentationen. Kundenkommunikation, OLA/SLA, Terminüberwachung, Risikoanalyse, Meilensteinplanung, Phasenplan führen etc.

Backboneerweiterung für Breitband Kabelnetze:
Planung und Realisierung mehrerer redundanter Hi-Speed-Backboneloops für einen Kabelnetzbetreiber (Kabel Deutschland).
Projektleitung, Koordinierung der in- und externen Ressourcen.
(Projektdauer ca. 12 Mon.)

Anbindung und Umzug von Festnetz/Mobilfunkstandorten:
Umzug und Upgrade mehrere POP Kollokationen. LWL Anbindung von Mobilfunk Standorten für ein Festnetz und Mobilfunkunternehmen (Telefonica o2).
Projektleitung, Rolloutkoordination, Koordinierung der in- und externen Ressourcen. (Projektdauer ca. 10 Mon.)

Datenanbindung von Offshore Windparks:
Planung und Realisierung der IP und VoIP-Anbindung von Offshore Windparks. Onshore/Offshore Signalübergabe, Anbindung der Umspannplattformen (Topsides) via LWL u. Tetrafunk. Z.B. Alpha Ventus, Riffgat, Global Tech, Dong Energy.
Projektleitung, Koordinierung der in- und externen Ressourcen, Vendormanagement (Projektdauer ca. 12 Mon.)

Wallboard System für interne Contact Center:
Definition des Businesscases, Strukturierung des Implementierungsprozesses und Einbindung in das interne Procurementsystem.
Projektleitung und Business Analyse. (Projektdauer ca. 3 Mon.)

Portierung eines TV Senders auf eine Web TV Plattform:
Auswahl, Beschaffung, Implementierung der entsprechenden Encoder /Decoder Hard- und Software. Übernahme des IP-Streams der Playoutserver und Einbin-dung in das bestehende Senderbouqet.
Projektleitung und E2E-Verantwortung, Eskalations- und Qualitätsmanagement. Budgetplanung, Risikoanalyse, Koordinierung der in- und externen Ressourcen inkl. Vendormanagement (Projektdauer ca. 4 Mon.)
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2009-2011 – Vodafone, Mobilfunk- und Festnetzanbieter, am Standort München –
Diverse Infrastrukturprojekte für Mittelstands- & Großkunden:
• Realisierung vernetzter Kommunikationslösungen für Sprach- Daten- und Video Anwendungen, Fixed Line WAN MPLS und A/SDSL Anbindungen, z.B. für DB AG, Bayrische Landesregierung, Trunk, Sixt, Burger King u.a.
Projektleitung und -steuerung, Rollout- und Multiprojektmanagement, Budgetkontrolle, Terminüberwachung, Kundenkommunikation, Vendormanagement etc.
Standortanbindung/Upgrade und Roll Out aktiver Technik:
o Anbindung, bzw. Upgrade aller Bahnstandorte in Bayern inkl. Change der aktiven Technik vor Ort. (DB WAN Access)
Projektleitung, Rolloutmanagement, Prozess- und Budgetkontrolle, Terminüberwachung, Kundenkommunikation, Vendormanagement etc.
(Projektdauer ca. 18 Mon.)
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2007-2009 – Telefónica O2, Mobilfunkanbieter, München –
Verschiedene Projekte im Rahmen einer Migration der deutschlandweit bestehenden IVR-Systeme. Eine über mehrere Cluster verteilten, VoIP Contact Center Plattform auf Basis von Genesys Voice Portal, VoiceObjects und Cisco Komponenten. Sizing für ca. 1.500 Agent Places und mehr als 35.000 Calls täglich. Implementierung und Optimier¬ung einer komplexen ACD Routingstrategie für Voice und E-Mail:
• Projektleitung, Erstellung von Testplänen u. Testcases, Durchführung von Component Tests, Qualitätssicherung, Stabilisierung.
Projekt- Rollout- und Testmanagement, Eskalations- und Qualitätsmanagement. Budgetkontrolle, Terminplanung, Koordinierung der in- und externen Ressourcen, Vendormanagement.
Einführung und Rollout einer Outbound Call Management Lösung inkl. Predictive Dialer (Aspect Unison) ect. für 250 Agenten an mehreren Standorten in Deutschland:
o Anbindung an das Genesys Voice Portal und weiterer Legacy Systeme. Schnitt-stellen zu CRM, Data Warehouse etc. Überwachung der Business Readyness Test¬phase und des Technical Launch. Mitarbeit an den entsprechenden SLA.
Projektleitung und –steuerung, Budgetkontrolle, Terminüberwachung, Koordination der Projektmanager des Kunden und des Dienstleisters. Vorbereitung und Steuerung des Roll Outs. (Projektdauer ca. 5 Mon.)
? Implementierung und Roll Out eines customized Multichannel Agent Desktops inkl. Softphone, E-Mail, CTI Anbindung an verschiedenste Applikationen wie CRM, Billing etc. für ca. 1.500 Call Center Agenten in mehreren Call Centern:
o Erstellung von Testplänen und Testcases, Durchführung von Component Tests, Qualitätssicherung.
Testmanagement, Qualitätssicherung, Budgetkontrolle, Terminplanung. Vorbereitung des Roll Outs. (Projektdauer ca. 4 Mon.)
? Anbindung einer neuen, kundenspezifischen Peoplesoft CRM-Plattform an das Genesys Voice Portal:
o Erstellung von Testplänen und Testcases, Durchführung von Component Tests.
Testmanagement, Qualitätssicherung. (Projektdauer ca. 3 Mon.)
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2007, Projektdauer ca. 8 Mon – A/V/E, Energieversorger, Halle a.d. Saale –
Einführung einer AVAYA Contact Center Lösung inkl. VoiceMail und CTI in einem Call Center mit 160 Agents:
• Deeskalation der Projektsituation. Auswahl und Sizing der Komponenten, Planung der Callflows und Integration in die ACD. VoIP-Readyness Tests der Infrastruktur. Optimierung des Workflows. CTI- Integration in SAP (SAPphone) Planung und Überwachung des Rollouts, Erstellung des Betriebskonzepts inkl. SLA´s gemäß ITIL, Vendormanagement.
Projektleitung Telefonie im Rahmen eines SAP Gesamtprojekts. Rollout- und Terminplanung, Budgetplanung und -kontrolle, Koordination der in- und externen Projektmanager.
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2006, Projektdauer ca. 4 Mon. – damixa, internationaler. Armaturenhersteller, Iserlohn –
Realisierung einer automatischen, vorwahl- und sprachgesteuerten Anrufverteilung (IVR, ACD, VoiceMail) auf Basis einer VoIP Lösung:
• Nahtlose Anbindung an die vorhandene, klassische Telefonanlage und Implemen-tierung in die bestehende UMS Architektur (MS Exchange).Modernisierung der Netzwerkinfrastruktur für 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