ITIL V2, ITIL V3, Change Management, Service Level Management, Service Operation, Service Transition

02/2007 - 07/2007

Project Leader within the migration of an Enterprise Operation Center from Frankfurt to Hungary

I responded a project "know how transfer and training" within the migration of
an operation center in Frankfurt to Budapest.
Topics were technical knowledge as well as ITIL process- and customer oriented know
how. I answered following tasks:

- build and manage the project team
- report project status to the management board
- design concept for know how transfer for processes and technical know
  how
- design and implement training concept for 100 new employees at 1st and
  2nd level support
- develop test concepts to assess qualification needs
- quality assure and improve existing documentations and training
  materials
- establish organizational structure for a self learning organization


04/2004 - 04/2007

Chairman of the Change Management Board for an international
high availability network (SLA: 99,99% per month)

As the Chairman of the Change Management Board, I managed the team of the
Change Management SPOC for an international high availability network (SLA of
99,99% per month). Our office was to provide change management services for
all change activities within the WAN network, access points and
the related network infrastructure. My responsibility was to:

- build and manage the SPOC team, consisting of Operational Change
  Manager and Network Engineers
- define ITIL compliant processes, roles and responsibilities, set up documentation and
  training materials
- select and implement process management tools (Peregrine Service
  Center, Documentation Server etc.)
- ensure process compliance at all 18 stakeholders involved (airlines,
  service providers, airline association)
- check and approve or disapprove all change requests and coordinate and
  communicate with all stakeholders
- define and measure KPI and report to the management board
- plan and initiate projects for continuous process improvement


12/2004 - 06/2006

Project Leader for design and implementation of an ITIL compliant
Configuration Management Database

I was the project manager for design and implementation of a CMDB for network
services. Aim of this project was to raise service quality and save costs by
automated evaluation of services affected by network incidents or changes. I
answered following topics:

- set up of terms of reference for the project and various sub projects.
- build and manage project teams with participants from all departments
  involved
- report project status to management board, coordination of issues with all
  stakeholders
- define documentation rules for LAN, WAN, Security, Server Hardware
- design and implementation of an application set for closed loop control
  of the CMDB
- definition and implementation of processes, roles and responsibilities for
  data administration and quality management
- adaptation of affected operational processes (Incident Management,
  Problem Management, Change Management)
- initiation and tracking of documentation of 10000 ports of access
  switches in the data center


10/2000 - 12/2003

EU Commission: Alternative Project - Project Leader for development of an
internet based TCO Consulting Tool

I was project partner in an EU funded development project for planning and
implementation of internet-based SLA management, cost management and risk
management tools. Participants were: University of Surrey, apeldorn´s (my
company), Ernst&Young, Netstore, Pouliadis Associates, INEOS Chlor, BOS
Consulting. My responsibility was to set up and manage a project for the
conception and implementation of an internet based cost analysis tool. In
addition, I responded marketing and dissemination activities for the German
market and managed first implementation projects. In detail, I answered
following activities:

- set up of terms of reference for the project.
- build and manage project team for the conception and implementation of
  a J2EE based TCO analysis tool
- track and monitor application design and development
- report project status to the overall project management board and the EU
  review board
- acquire pilot customers for the TCO analysis tool and manage
  implementation projects at german service providers


01/2002 - 06/2002

Consultant for restructuring of Hosting Service Provider

Largest service provider for NAVISION hosting services in Germany. The board
of directors engaged me to support the dedicated CEO in restructuring the
company and redesigning its product and service portfolio. My tasks were:

- SWOT analysis of existing supplier contracts for access, backbone, data
  center services and managed services
- negotiation of new service contracts with the Deutsche Telekom AG
- market research including customer surveys as well as competition
  analysis
- re-design of the companies own service portfolio including development
  of standard SLAs and service descriptions for server hosting (mail server,
  file server, Citrix server, database server), backup services, data security
  services, VPN and managed firewalls.
- calculation of service costs and development and implementation of new
  pricing model.
- renew business partnerships, specially the SPLA agreement with
  Microsoft and CITRIX partnerships. I analysed partner contracts and
  organized the implementation of partnership requirements within the
  company.


08/1999 - 06/2000

Product Manager for WAN Services

1.5 billion funded start up for WLL based broadband internet service providing.
The CEO asked me to develop and implement a product strategy for the SME
market (Small and Medium sized Companies). Within this eight month project, I
was responsible to:

- develop a market entry strategy incl. market analysis, SWOT analysis,
  product strategy, pricing strategy, vendor strategy, ROI calculation
- implement product innovations incl. service description, pricing models
  in coordination with sales and engineering
- build strategic partnerships for the market entry (SAP, Microsoft)
- build a product management team and hand over in the existing
  organization.

Diplom-Kaufmann (Georg August Universität Göttingen)
Degree in Management Information Systems, Financial Services,
Organization, Public Relations

ITIL Foundation Certified
Certified ITIL Servicemanager V2
ITIL Expert

SAP Certified Consultant MM