Business Simulations Expert

2/2014 – 5/2014

Simulated the Service Operations Center for A1 Telecom Austria as basis for their Transition from Network operations to Service Operations.
Simulated the organizational and operational capacity of the SOC team in 6 regions with 90 employees as basis to caclulate the requirements of a consolidate SOC in terms of capacity and cost to operate.

9/2013 – 12/2013

Simulated the Capacity of Ciena Global Support team with headquarters in Kanada, to service their business customers in Americas.
The simulation has been used to identify the Support efficiency of a 240 Employee team servicing Americas.
The result of the simulation have show that Ciena had no capability to trace Business Customer Service requests that where not resolved right first time . The simulation could calculate the re-work % based on multiple reports and could quantify the cost of re-works per month and per department.

Ciena used the Simulation results as basis to re-organize their support levels.

5/2012 – 8/2012

Simulated the 2nd and 3rd level support operations of 3UK due to severe problems they had with their 3rd level support partners ( an outsourced function ) .

A simulation model of the 2nd and 3rd level support organization was created and we simulated their efficiency in resolving problems by examining the impact every decision had in the resolution process.
The project has shown that the 3rd level support partner wrongly sized their team which caused huge delays in the resolution process and thus had a negative image impact for 3UK in front of their business customers.