Service and Project Management / CCNP Voice and ITIL certified

8/2013 – 12/2015

Deployment and Expansion of the Corporate Video Platfom:
- coordinating cross-platform teams: engineering, support, release and monitoring;
- setting-up and maintaining relationships with other Telepresence and VoIP vendors and ISPs for Corporate Video inter-operability;
- creating and negotiating service delivery contracts, operations manuals with vendors, ISPs and other departments within the company;
- coordinating Incident and Change Management within all Corporate Video-VoIP teams (engineering, support, provisioning, data network, voice, monitoring, security teams), analyzing and approving Change Requests;
- coordinating the design, planning, provisioning, implementation, operation and monitoring of the Corporate Video solutions;
- managing deployments and transitions to the Corporate Video-VoIP platform;
- supervising the service assurance: Service Level Agreements (SLA), Operation Level Agreements (OLA) and Key Performance Indicators (KPI), analyzing regular service reports;
- coordinating and supervising the service and hardware purchases from the vendor;
- establishing new guidelines to improve the service operations by optimizing the role and cooperation guidelines of cross-platform teams;
- communicating the service strategies to the customers, management board and stake holders.

Incident Management, Service Management, IT-Support (allg.), Telekommunikation / Netzwerke (allg.), VoIP, Change Management, Management (allg.)

10/2011 – 12/2015

- complex troubleshooting and configuration of Cisco Unified Communications Manager, Voice Gateways and Unified Contact Center Enterprise;
- close cooperation with vendors: Cisco TAC and Bucher und Suter;
- single point of contact for one of the large corporate customers;
- support and training of new team colleagues and from other related teams;
- involvement in customer projects, service enhancement and upgrades;
- on-call duty for high priority incidents and changes.

IT-Support (allg.), Konfiguration, Router / Gateways, Telekommunikation / Netzwerke (allg.), Netzwerkadministration (allg.), VoIP, Schulung / Training (IT), Management (allg.), Kommunikation (allg.)