Tanja H.-Device Integration

• Connecting laboratory equipment to the IT infrastructure in the area of Device Integration / Change Management using an agile method (SCRUM)
• Analyzing RFCs to ensure that the data is complete
• Obtaining missing documents and data from the department
• Clarifying RFC effort estimates with the service-providing departments (Data Center, network, Identity and Access Management, Workplace)
• Planning the implementation of the RFC with the involvement of the department and technical teams
• Obtaining approval from Security using a completed Risk Assessment form
• Creating planning documentation in Excel
• Creating implementation tasks from the RFCs and assigning them to the relevant technical units
• Coordinating and tracking implementation
• Maintaining the CMDB with master data and CIs
• Maintaining continuous contact with the department and technicians during implementation
• Maintaining software in the SAM (Software Asset Management)
• Documenting implementation progress in the Changes and Change Tasks
• Obtaining the UAT (User Acceptance Test) from the department 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 the process
• Using the results of the Major Incident Management Report as input for the RCA (Root Cause Analysis)
• Coordinating the root cause analysis and the activities of the problem analysts to resolve the Root Cause
• Monitoring progress in implementing corrective measures and follow-up activities such as Changes
• Escalations when required
• Ensuring that Problems are processed and documented in ServiceNow
• Identifying and documenting business risks
• Supporting the completion of the RCA Report
• Recording Known Errors
• Monitoring and triggering the Major Problem Back-Log in ServiceNow
• Quality assurance and compliance with the agreed key figures (KPI)
• Co-developing and reviewing process improvements
• Supporting the setup of a dashboard (QlikView)

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

• Change Management Coordination for Unix Changes
• Coordinating with EMEA Unix L2 technicians in the UK and India
• Scheduling technicians and following up in the approval process
• Working with Change Initiators and the Global Coordination Team
• Coordinating re-scheduled Changes and reassigning them to other regions (APAC, USA)
• Reviewing all Unix-assigned Changes several times a day, taking Freeze periods into account
• Incident Management Coordination for Unix L2 Incidents and responsibility for SLA reporting
• Reviewing and coordinating activities to avoid SLA violations
• Creating PowerPoint documents as a Knowledgebase for new employees

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

• Execution of Data Storage projects for major customer T-Systems / Deutsche Telekom
• Partial execution of Storage on Demand projects for customer BMW
• Continuous contact and coordination with the customer's technical project managers
• Collection of necessary information (deadlines, changes, maintenance windows, cable/configuration plans, LAN/power infrastructure)
• Planning and coordination of projects with NetApp technicians (installation dates, component checks)
• Contact with data center managers regarding HW deliveries and technicians
• Project documentation, project plans for technicians, tracking
• Reordering of licenses, racks, rail kits
• Checking HW relationships in Auto-Support, time bookings, service reports, international projects

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

• Incident Management based on ITIL v3
• Close cooperation with the User Help Desk as well as Second- and Third-Level Support
• Interface between UHD and higher-level support teams
• Professional and hierarchical escalation and tracking of unresolved incidents
• Quality management to monitor and correct incident categorizations and ITIL v3-compliant processing
• Creation of KPI statistics (pivot tables and pivot charts) for senior management
• Cooperation with Problem Management

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

• Coordination of Unix projects as the interface between the IT department and project management
• Participation in project meetings and leading kick-off meetings
• Obtaining hardware quotes from HP and placing hardware orders
• Tracking project progress

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

• Supporting the sales process for consultants, including preparing quotes and reviewing contracts
• Conducting telephone interviews with potential candidates
• Maintaining and developing market data (CVs, master data)
• Acquiring new customers and maintaining existing customer relationships, including cross-selling and upselling

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

• Researching suitable IT experts
• Creating and optimizing project requests based on customer information
• Supporting customers in distinguishing between mandatory requirements and additional qualifications
• Initial screening and fee negotiations during telephone interviews
• Sending profiles to customers and highlighting the candidates' advantages
• Adapting the research and involving additional activities as needed

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

• Establishment and management of the European IPv4 Management Department
• Administration of IP address ranges, subnetting and network design
• Introduction of policies and internal regulations
• Design of intranet websites and development of an IP tool
• Process design and delivery of presentations, workshops and training sessions
• Participation in RIPE meetings abroad and an internal advanced training course in the USA
• Network support for customers and troubleshooting
• DNS administration and commissioning of new connections

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

• Office management and correspondence in German and English
• Processing of travel expense reports and flight bookings

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

• Office management and handling of charter orders
• Negotiations with captains, ship brokers, and customers
• Contact with port authorities and the weather service
• Correspondence with freight forwarders and customers in the domestic and international markets
• Marketing, preparing quotations, export, and freight forwarding

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