ITIL Service Management (Incident, Change, Service Level Management), HP-UX Administrator

Projects:

Duration : May 2011 – March 2012
Company/Inst. : Mercedes Benz Technologies Group GmbH & Co. KGaA
Project : Change Manager for the IT Management department
Re-design and implementation of the Change Process
Management of the quality, documentation and lifecycle of Requests for Changes (RfCs)
Maintenance and communication of the Change Schedule (FSC)
Chair, organisation, and preparation of the CAB


Duration : August 2010 – October 2010
Company : T-Systems International GmbH
Project : TSM (Technical Solutions Manager) – i.e. Incident Manager for the
Development, Test and Training environments for the NGSSM Project
(Next Generation Systems Service Management) of Deutsche Telekom.
Incident Management
Coordination of Support Teams involved in the operation of approximately 100 servers on
various platforms – (HP-UX, AIX, Solaris, Linux und Windows)
Coordination of support for Incidents and Changes for developer clients operating on systems
remotely from all over Europe.
Bilingual communication, telephone conferences having to be conducted and translated in both
English and German
Coordinating multinational support teams and clients located in Germany, England, Belgium,
Denmark, Slovakia and Hungary.
Documenting and monitoring Incidents und Changes via HP Service Center
Communication and fullfilment of client requests – assurance of client satisfaction
Creation of server infrastructure diagrams in Visio and other relevant documentation
Training new colleagues


Duration : August 2008 - January 2009
Company : Science & Computing AG
Project : Wiki modification and optimization of synergies.


Duration : July 2008 - August 2008
Company : Science & Computing AG
Project : Design and creation of scripts for plausibility checks of numerous Venus groups
Cronjob creation for regular checks
NIS-Map maintenance


Duration : January 2008 - July 2008
Company : Science & Computing AG
Project : Support for initiating, testing and populating new Asset Management System
Support and coordinating establishment of guidelines for ITIL based Security Operations
Structuring and consolidating documentation
Developing efficient and practical methods
Support at Service Desk:
- Call logging in Remedy Service Desk tool
Creation of guidelines for the Remedy Service Desk tool
Realisation of suggested improvements to development and usability of the system
Creation of job introduction for new employees


Duration : September 2007 - December 2007
Company : Science & Computing AG
Project : Conversion of User-Names (not IDs) in UNIX-Network (scVenus) to AD-conform Names
Project coordination with Excel
Communication with the Users and the central operator
Scripting in Shell


Duration : April 2007 - September 2007
Company : Science & Computing AG
Project : General maintenance and software-rollouts with scVenus
First Level Support at Service Desk


Duration : August 1999 - September 2005
Company : T-Systems International GmbH (Regular Employment)
Project : Helping coordinate Service Desk operations using ITIL framework
Consulting on ITIL matters and supporting Team leader in Service Management
Collaboration and drafting Reporting-System for business clients on \"Cognos Reportnet\"
Collaboration on building up entire IT-Operations for diverse contractors of Airbus AG
Installation und maintenance of Unix Workstations for DaimlerChrysler AG and various other companies
Installation und integration HP-Workstations
Installation und maintenance of \"HP-UX Ignite\"-Servers for mass-installations
Trans-departmental second and third level support in HP-matters
Experience in using Firewalls, Routing, License Management Products


Duration : September 1998 - December 1998
Company : Alpha Cement PTY (Ltd.)
Project : Conception, updating and reconfiguration of the NDS-Tree
General First Level Support for entire Head Office


Operating Systems:
HPUX: Very Good Knowledge
IRIX: Good Knowledge
MS-DOS: Good Knowledge
Novell: Good Knowledge
Unix: Good Knowledge
Windows: Good Knowledge


Programming Languages:
Shell: Good Knowledge
Fundamentals in HTML und Wiki


Databases:
Access: Fundamentals


Data Communication:
Ethernet: Good Knowledge
Internet, Intranet: Fundamentals
LAN, LAN Manager: Good Knowledge
Novell: Good Knowledge
Router: Fundamentals
RS232: Fundamentals
TCP/IP: Good Knowledge
Windows Network: Fundamentals


Products:
Dassault Systems CATIA V4 Administration
Dassault Systems CATIA V5 Administration
Science & Computing Venus (System Management Tool)
IBM License User Management (LUM)
T-Systems Licman


Standards:
IT Infrastructure Library (ITIL), IT Service Management


Experience:
1st, 2nd, 3rd Level Support
Shell-Programming
Design and Creation of Wiki Pages
Documentation
Translation (German - English)
Software Rollouts und Updates - Planning and Execution
Installation and Integration heterogeneous CAE- and CAD-Systems
Sales – Client Acquisition, Consulting, Care, Presentation
Testing
Report Design
Training


Branches:
Automotive
Real Estate
Insurance
Construction
Business, Training, IT