Tanja Heimes-Device Integration

• Connecting lab equipment to the IT infrastructure in Device Integration / Change Management using agile method (SCRUM)
• Reviewing RFCs for completeness of data
• Collecting missing documents and data from the business unit
• Clarifying effort estimates of RFCs with service-providing departments (Data Center, Network, Identity and Access Management, Workplace)
• Planning the implementation of RFCs involving the business unit and technical departments
• Obtaining security approval by completing a Risk Assessment form
• Creating planning documentation in Excel
• Creating implementation tasks from RFCs and assigning them to the relevant technical teams
• Coordinating and tracking the implementation
• Maintaining the CMDB with basic data and CIs
• Continuous communication with the business unit and technicians during implementation
• Managing software in SAM (Software Asset Management)
• Documenting implementation progress in Changes and Change Tasks
• Obtaining UAT (User Acceptance Test) from the business unit and closing the Change

Tools / Languages: ServiceNow, Aqua, Teams, Confluence; English, German

• Identifying and managing problem tickets within ServiceNow (SNOW)
• Conducting Major Problem Review meetings (Lync) with all stakeholders according to process
• Providing results from the Major Incident Management report as input for the RCA (Root Cause Analysis)
• Coordinating root cause analysis and activities of problem analysts to resolve the root cause
• Monitoring progress of corrective actions and follow-up activities like changes
• Escalating issues when needed
• Ensuring problems are handled and documented in ServiceNow
• Noting and documenting business risks
• Assisting with completing the RCA report
• Logging known errors
• Monitoring and triggering the Major Problem backlog in ServiceNow
• Ensuring quality and compliance with agreed KPIs
• Collaborating on and reviewing process improvements
• Assisting in setting up a dashboard (QlikView)

Tools / Languages: ServiceNow, Lync, SharePoint, Outlook; English, German, QlikView

• Coordinating change management for Unix changes
• Coordinating with EMEA Unix L2 technicians in the UK and India
• Scheduling technicians and following up in the approval process
• Collaborating with change initiators and the Global Coordination team
• Coordinating rescheduled changes and reassigning them to other regions (APAC, USA)
• Reviewing all Unix-assigned changes multiple times daily, considering freeze periods
• Coordinating incident management for Unix L2 incidents and owning the SLA report
• Reviewing and coordinating to prevent SLA breaches
• Creating PowerPoint materials as a knowledge base for new team members

Tools / Languages: ServiceNow, Excel, Office Communicator, Skype, internal DB tools, Outlook; English, German

• Executing data storage projects for the major customer T-Systems / Deutsche Telekom
• Partial execution of storage-on-demand projects for the customer BMW
• Ongoing contact and coordination with the customer's technical project managers
• Gathering necessary information (deadlines, changes, maintenance windows, cable/config plans, LAN/power infrastructure)
• Planning and coordinating projects with NetApp technicians (installation dates, component checks)
• Liaising with data center managers for hardware deliveries and technicians
• Project documentation, project plans for technicians, tracking
• Reordering licenses, racks, rail kits
• Checking hardware relations in auto-support, logging hours, preparing activity reports, international projects

Tools / Languages: Excel, PSA, PULSE, Internet Explorer, Outlook, Webex; English, German

• Incident management based on ITIL v3
• Close collaboration with the user help desk as well as second and third level support
• Serving as interface between the UHD and higher-level support teams
• Technical and hierarchical escalation and tracking of unresolved incidents
• Quality management to monitor and correct incident categorizations and ITIL v3-compliant handling
• Creating KPI reports (pivot tables and pivot charts) for senior management
• Working with problem management

Tools / Languages: MS Office, Lotus Notes, Sametime, Tivoli, internal databases, Excel pivot tables/charts; English, German

• Coordination of Unix projects as a link between the IT department and project management
• Participation in project meetings and conducting kick-off meetings
• Requesting hardware quotes from HP and executing hardware orders
• Tracking project progress

Tools / Languages: MS Office, Lotus Notes, internal project tools, SAP; German

• Support in the sales process of consultants, including quote creation and contract review
• Telephone interviews with potential candidates
• Maintenance and development of market data (CVs, master data)
• Acquisition of new clients and account management, including cross- and upselling

Tools / Languages: Internet, PC, Outlook, internal database, MS Word; German, English

• Researching suitable IT experts
• Creating and refining project requests based on client information
• Assisting clients in distinguishing mandatory requirements from additional qualifications
• Initial screening and fee negotiation in telephone interviews
• Sending profiles to clients and highlighting candidates' strengths
• Adjusting research and incorporating further actions as needed

Tools / Languages: Adobe Acrobat, Internet, PC, Outlook, internal database, MS Word; German, English

• Establishing and leading the European IPv4 Management Department
• Managing IP address ranges, subnetting, and network design
• Introducing policies and internal regulations
• Designing intranet websites and planning an IP tool
• Developing processes and delivering presentations, workshops, and training sessions
• Attending RIPE meetings abroad and in-house advanced training in the USA
• Providing network support to customers and troubleshooting
• DNS administration and commissioning of new lines

Tools / Languages: Adobe Acrobat, DNS, HP, Internet, Intranet, ISDN, LAN, MS Office, Unix, OpenView, OSI, POP3, Remedy, Router, Switches, TCP/IP, Telnet, WAN, Windows, IPv4, RIPE, Ping, MX Server; German, English

• Managing the office and handling correspondence in German and English
• Processing travel expense reports and booking flights

Tools / Languages: MS Office, PC, Windows; Hebrew, German, English

• Office management and processing charter orders
• Negotiating with captains, ship brokers, and customers
• Liaising with port services and weather service
• Correspondence with freight forwarders and clients at home and abroad
• Marketing, quotation preparation, export, and freight forwarding

Tools / Languages: MS Office, internal tools; Hebrew, German, English