IT Network Service; Service Delivery Management; Programm-Manager; Portfolio Manager; Projektmanagement
Aktualisiert am 05.08.2020
Profil
Freiberufler / Selbstständiger
Verfügbar ab: 01.10.2020
Verfügbar zu: 100%
davon vor Ort: 80%
PMP
ITIL
CCNP
CCDP
English
Fluent
German
Intermediate
Turkish
Native

Einsatzorte

Einsatzorte

Österreich, Schweiz, Deutschland
nicht möglich

Projekte

Projekte

1 Jahr 9 Monate
2018-04 - 2019-12

CARRIER BREAK

Due to health situation in the family

1 Jahr 7 Monate
2016-09 - 2018-03

Consultancy & Online Teaching

FREELANCER
4 Monate
2016-01 - 2016-04

Managed network security portfolio

IT PORTFOLIO MANAGER
IT PORTFOLIO MANAGER

Managed network security portfolio in close partnership with engineering, product management, security, risk, and audit teams, as well as top-of-the-line outsourcing partner operating network.

  • Held full responsibility for network security services lifecycle and capacity management to meet current and future needs with cutting-edge products and solutions.
  • Oversaw onboarding and roll-out of new network security products and services to ensure flawless deployment and maintain continual operational network stability.
  • Led incident and problem management for all issues impacting network security service stability and effectiveness.
CREDIT SUISSE AG, Zurich, Switzerland
1 Jahr 7 Monate
2014-06 - 2015-12

Communicated with customers

SENIOR CUSTOMER SERVICE MANAGER
SENIOR CUSTOMER SERVICE MANAGER

Communicated with customers to understand and transform existing business processes into services leveraging Interoute’s catalogue of Connectivity, Communications, and Computing Services. Managed customer expectations throughout the engagement lifecycle, serving as key point-of-contact with internal resources to address solution changes and drive continuous improvement.

  • Achieved high levels of customer satisfaction by ensuring all operational aspects of existing and new services performed as expected and met SLA requirements.
  • Oversaw implementation and compliance with IT service management processes and contracts involving third parties vendors.
  • Served as primary liaison and consultant for several large-scale transition projects involving implementation of sophisticated service management processes.
INTEROUTE MANAGED SERVICES SÀRL, Zurich, Switzerland
2 Jahre 6 Monate
2011-08 - 2014-01

Earned promotion

TECHNOLOGY PRODUCT MANAGER ? NETWORK SERVICES
TECHNOLOGY PRODUCT MANAGER ? NETWORK SERVICES

Earned promotion to hold responsibility for lifecycle management of services globally as a product from concept through design, transition, operation, and retirement. Applied a holistic view of global projects to manage network demand management. Improved performance by defining efficient processes, along with necessary tools for implementation. Drafted service and operational level agreements (SLAs/OLAs) and verified inclusion of required details in third-party contracts. Key project liaison and consultant for engineering activities.

  • Formalized Network Services Portfolio encompassing existing services, services in the development pipeline, and retired services.
  • Partnered with business and technology teams to drive continual service improvement process with a focus on ensuring alignment of services with current and future customer needs.
  • Instrumental contributor to creating service strategy that provided a foundation for defining enhancements and improvements.
F. HOFFMANN LA ROCHE AG, Basel, Switzerland
2 Jahre 7 Monate
2009-01 - 2011-07

Held full accountability

TECHNOLOGY SERVICE MANAGER ? NETWORK SERVICES
TECHNOLOGY SERVICE MANAGER ? NETWORK SERVICES

Held full accountability for service catalogue, including defining services and solutions provided to customers. Prepared SLAs/OLAs and related contracts for network services.

  • Optimized service quality, delivery, and alignment with customer needs through continual service improvement process in collaboration with technology teams.
  • Served as core project team member for network optimization project, as well as primary liaison and consultant for engineering activities.
  • Participated in the definition of Service Roadmaps, aligning it with Engineering activities and service enhancements.
F. HOFFMANN LA ROCHE AG, Basel, Switzerland
4 Jahre
2005-01 - 2008-12

Led virtual team serving

NETWORK SERVICES ACCOUNT MANAGER
NETWORK SERVICES ACCOUNT MANAGER

Led virtual team serving as single point-of-contact for network services delivery to Roche Diagnostics. Oversaw all operational and service improvement activities. Coordinated connectivity requests for all major network infrastructure changes.

  • Owned the key service relationship with the customer, ensuring the highest level of service quality and maintaining the customer satisfaction.
  • Improved WAN connectivity for approximately 60 Roche sites globally by effectively fulfilling the role of technical project manager.
  • Spearheaded and managed activities related to development of new network services and solutions to keep pace with ever-changing business requirements and customer needs.
F. HOFFMANN LA ROCHE AG, Basel, Switzerland
1 Jahr 8 Monate
2003-05 - 2004-12

coordinate global remote LAN service rollout

WLAN & REMOTE LAN SERVICE MANAGER
WLAN & REMOTE LAN SERVICE MANAGER

Initially hired to coordinate global remote LAN service rollout to 40+ Roche sites involving design and transition of LAN services management to global organization. Fully accountable for end-to-end WLAN service delivery, including introduction, integration, and operations.

  • Leveraged expertise to design and implement multiple data network platforms, including WAN, LAN, WLAN, and application-oriented networks.
F. HOFFMANN LA ROCHE AG, Basel, Switzerland
2 Jahre 8 Monate
2000-04 - 2002-11

Managed multiple projects

PROJECT MANAGER & NETWORK DESIGN ENGINEER
PROJECT MANAGER & NETWORK DESIGN ENGINEER

Managed multiple projects and contributed to network design and engineering.

  • Project include Manage Network Intelligent Services project involving evaluation and improvement of DNS, DHCP and Load Balancing architectures and Wireless LAN Evaluation Project.
  • Designed and tested various network infrastructure components.
  • Prepared Network Security Concept.
  • Planned and executed training for internal employees.
PAYSERV AG (TELEKURS SERVICES), Zurich, Switzerland

Aus- und Weiterbildung

Aus- und Weiterbildung

  • Bo?aziçi University, Istanbul, Turkey
  • MASTER OF SCIENCE, COMPUTER ENGINEERING
  • BACHELOR OF SCIENCE, ELECTRICAL ENGINEERING

CERTIFICATIONS

  • ITIL Service Manager Expert ? AMP Group
  • Project Management Professional (PMP) ? Project Management Institute (PMI)
  • Cisco Certified Network Professional Enterprise (CCNP) ? Cisco Systems AG
  • Cisco Certified Design Professional (CCDP) ? Cisco Systems AG
  • Cisco Certified Specialist Enterprise Core ? Cisco Systems AG
  • Cisco Certified Specialist Enterprise Design ? Cisco Systems AG
  • Cisco Certified Specialist Enterprise Advanced Infrastructure Implementation ? Cisco Systems AG
  • Change Management Practitioner ? APMG International
  • Management Skills for Frontline Managers Professional ? Learning Tree International
  • Certified Specialist in IT Management Leadership ? Learning Tree International

Kompetenzen

Kompetenzen

Top-Skills

PMP ITIL CCNP CCDP

Produkte / Standards / Erfahrungen / Methoden

TECHNOLOGY MANAGER

PROJECT MANAGEMENT ~ CUSTOMER SERVICE MANAGEMENT ~ SERVICE DELIVERY MANAGEMENT

  • Goal-oriented technology manager with demonstrated success in defining, developing, implementing, and managing IT services and solutions.
  • Articulate communicator, adept at engaging with customers to understand existing processes, identify business needs, and define technical specifications.
  • Leverage consultative approach to understand customer needs and sell solutions based on current and emerging portfolio products and services.
  • Expertise in providing lifecycle project management leveraging best practices and end-to-end service and product management.
  • Solid business acumen and proven ability to manage customer expectations to achieve high levels of satisfaction to retain and grow valuable customers.
  • Strategic Planning
  • Service Management
  • IT Portfolio Management
  • Demand Management
  • Product/Service Lifecycle
  • Relationship Management
  • Requirements Alignment
  • Process Transformation
  • Networking Technologies

TECHNOLOGY PROFICIENCIES

ITSM Methodologies:
ITIL v3 Service Lifecycle Path Modules: ITIL v3 Foundation, Service Strategy, Service Design, Service Operation, Service Transition, Continual Service Improvement and Managing across the Lifecycle

Project Management Methodologies:
PMI Project Management Body of Knowledge (PMBOK): Project Integration, Scope, Time, Cost, Quality, Resource, Communications, Risk, Procurement and Stakeholder Management

Technical Concepts:
WAN Connectivity & Optimization, Site and Data Center LAN, Wireless LAN, DNS, DHCP, IP Address Management, Server Load Balancing, Global Server Load Balancing, Content Delivery Networking, Network Access Control, Quality of Service, Identity & Access Management, Network Management, Network Security, Multicast, Voice/Video-enabled Networks

Network Protocols:
TCP/IP, X.25, SNA; Routing Protocols (OSPF, BGP, MPLS, EIGRP, RIP); Layer 2 Protocols (Frame Relay, FDDI, ISDN, ATM); Authentication Protocols (TACACS+, Radius, EAP/PEAP, 802.1x)

Network Devices:
Cisco Router, Switch and WLAN Products, F5 Load Balancers, Juniper VPN Gateways, Riverbed WAN Accelerators

Einsatzorte

Einsatzorte

Österreich, Schweiz, Deutschland
nicht möglich

Projekte

Projekte

1 Jahr 9 Monate
2018-04 - 2019-12

CARRIER BREAK

Due to health situation in the family

1 Jahr 7 Monate
2016-09 - 2018-03

Consultancy & Online Teaching

FREELANCER
4 Monate
2016-01 - 2016-04

Managed network security portfolio

IT PORTFOLIO MANAGER
IT PORTFOLIO MANAGER

Managed network security portfolio in close partnership with engineering, product management, security, risk, and audit teams, as well as top-of-the-line outsourcing partner operating network.

  • Held full responsibility for network security services lifecycle and capacity management to meet current and future needs with cutting-edge products and solutions.
  • Oversaw onboarding and roll-out of new network security products and services to ensure flawless deployment and maintain continual operational network stability.
  • Led incident and problem management for all issues impacting network security service stability and effectiveness.
CREDIT SUISSE AG, Zurich, Switzerland
1 Jahr 7 Monate
2014-06 - 2015-12

Communicated with customers

SENIOR CUSTOMER SERVICE MANAGER
SENIOR CUSTOMER SERVICE MANAGER

Communicated with customers to understand and transform existing business processes into services leveraging Interoute’s catalogue of Connectivity, Communications, and Computing Services. Managed customer expectations throughout the engagement lifecycle, serving as key point-of-contact with internal resources to address solution changes and drive continuous improvement.

  • Achieved high levels of customer satisfaction by ensuring all operational aspects of existing and new services performed as expected and met SLA requirements.
  • Oversaw implementation and compliance with IT service management processes and contracts involving third parties vendors.
  • Served as primary liaison and consultant for several large-scale transition projects involving implementation of sophisticated service management processes.
INTEROUTE MANAGED SERVICES SÀRL, Zurich, Switzerland
2 Jahre 6 Monate
2011-08 - 2014-01

Earned promotion

TECHNOLOGY PRODUCT MANAGER ? NETWORK SERVICES
TECHNOLOGY PRODUCT MANAGER ? NETWORK SERVICES

Earned promotion to hold responsibility for lifecycle management of services globally as a product from concept through design, transition, operation, and retirement. Applied a holistic view of global projects to manage network demand management. Improved performance by defining efficient processes, along with necessary tools for implementation. Drafted service and operational level agreements (SLAs/OLAs) and verified inclusion of required details in third-party contracts. Key project liaison and consultant for engineering activities.

  • Formalized Network Services Portfolio encompassing existing services, services in the development pipeline, and retired services.
  • Partnered with business and technology teams to drive continual service improvement process with a focus on ensuring alignment of services with current and future customer needs.
  • Instrumental contributor to creating service strategy that provided a foundation for defining enhancements and improvements.
F. HOFFMANN LA ROCHE AG, Basel, Switzerland
2 Jahre 7 Monate
2009-01 - 2011-07

Held full accountability

TECHNOLOGY SERVICE MANAGER ? NETWORK SERVICES
TECHNOLOGY SERVICE MANAGER ? NETWORK SERVICES

Held full accountability for service catalogue, including defining services and solutions provided to customers. Prepared SLAs/OLAs and related contracts for network services.

  • Optimized service quality, delivery, and alignment with customer needs through continual service improvement process in collaboration with technology teams.
  • Served as core project team member for network optimization project, as well as primary liaison and consultant for engineering activities.
  • Participated in the definition of Service Roadmaps, aligning it with Engineering activities and service enhancements.
F. HOFFMANN LA ROCHE AG, Basel, Switzerland
4 Jahre
2005-01 - 2008-12

Led virtual team serving

NETWORK SERVICES ACCOUNT MANAGER
NETWORK SERVICES ACCOUNT MANAGER

Led virtual team serving as single point-of-contact for network services delivery to Roche Diagnostics. Oversaw all operational and service improvement activities. Coordinated connectivity requests for all major network infrastructure changes.

  • Owned the key service relationship with the customer, ensuring the highest level of service quality and maintaining the customer satisfaction.
  • Improved WAN connectivity for approximately 60 Roche sites globally by effectively fulfilling the role of technical project manager.
  • Spearheaded and managed activities related to development of new network services and solutions to keep pace with ever-changing business requirements and customer needs.
F. HOFFMANN LA ROCHE AG, Basel, Switzerland
1 Jahr 8 Monate
2003-05 - 2004-12

coordinate global remote LAN service rollout

WLAN & REMOTE LAN SERVICE MANAGER
WLAN & REMOTE LAN SERVICE MANAGER

Initially hired to coordinate global remote LAN service rollout to 40+ Roche sites involving design and transition of LAN services management to global organization. Fully accountable for end-to-end WLAN service delivery, including introduction, integration, and operations.

  • Leveraged expertise to design and implement multiple data network platforms, including WAN, LAN, WLAN, and application-oriented networks.
F. HOFFMANN LA ROCHE AG, Basel, Switzerland
2 Jahre 8 Monate
2000-04 - 2002-11

Managed multiple projects

PROJECT MANAGER & NETWORK DESIGN ENGINEER
PROJECT MANAGER & NETWORK DESIGN ENGINEER

Managed multiple projects and contributed to network design and engineering.

  • Project include Manage Network Intelligent Services project involving evaluation and improvement of DNS, DHCP and Load Balancing architectures and Wireless LAN Evaluation Project.
  • Designed and tested various network infrastructure components.
  • Prepared Network Security Concept.
  • Planned and executed training for internal employees.
PAYSERV AG (TELEKURS SERVICES), Zurich, Switzerland

Aus- und Weiterbildung

Aus- und Weiterbildung

  • Bo?aziçi University, Istanbul, Turkey
  • MASTER OF SCIENCE, COMPUTER ENGINEERING
  • BACHELOR OF SCIENCE, ELECTRICAL ENGINEERING

CERTIFICATIONS

  • ITIL Service Manager Expert ? AMP Group
  • Project Management Professional (PMP) ? Project Management Institute (PMI)
  • Cisco Certified Network Professional Enterprise (CCNP) ? Cisco Systems AG
  • Cisco Certified Design Professional (CCDP) ? Cisco Systems AG
  • Cisco Certified Specialist Enterprise Core ? Cisco Systems AG
  • Cisco Certified Specialist Enterprise Design ? Cisco Systems AG
  • Cisco Certified Specialist Enterprise Advanced Infrastructure Implementation ? Cisco Systems AG
  • Change Management Practitioner ? APMG International
  • Management Skills for Frontline Managers Professional ? Learning Tree International
  • Certified Specialist in IT Management Leadership ? Learning Tree International

Kompetenzen

Kompetenzen

Top-Skills

PMP ITIL CCNP CCDP

Produkte / Standards / Erfahrungen / Methoden

TECHNOLOGY MANAGER

PROJECT MANAGEMENT ~ CUSTOMER SERVICE MANAGEMENT ~ SERVICE DELIVERY MANAGEMENT

  • Goal-oriented technology manager with demonstrated success in defining, developing, implementing, and managing IT services and solutions.
  • Articulate communicator, adept at engaging with customers to understand existing processes, identify business needs, and define technical specifications.
  • Leverage consultative approach to understand customer needs and sell solutions based on current and emerging portfolio products and services.
  • Expertise in providing lifecycle project management leveraging best practices and end-to-end service and product management.
  • Solid business acumen and proven ability to manage customer expectations to achieve high levels of satisfaction to retain and grow valuable customers.
  • Strategic Planning
  • Service Management
  • IT Portfolio Management
  • Demand Management
  • Product/Service Lifecycle
  • Relationship Management
  • Requirements Alignment
  • Process Transformation
  • Networking Technologies

TECHNOLOGY PROFICIENCIES

ITSM Methodologies:
ITIL v3 Service Lifecycle Path Modules: ITIL v3 Foundation, Service Strategy, Service Design, Service Operation, Service Transition, Continual Service Improvement and Managing across the Lifecycle

Project Management Methodologies:
PMI Project Management Body of Knowledge (PMBOK): Project Integration, Scope, Time, Cost, Quality, Resource, Communications, Risk, Procurement and Stakeholder Management

Technical Concepts:
WAN Connectivity & Optimization, Site and Data Center LAN, Wireless LAN, DNS, DHCP, IP Address Management, Server Load Balancing, Global Server Load Balancing, Content Delivery Networking, Network Access Control, Quality of Service, Identity & Access Management, Network Management, Network Security, Multicast, Voice/Video-enabled Networks

Network Protocols:
TCP/IP, X.25, SNA; Routing Protocols (OSPF, BGP, MPLS, EIGRP, RIP); Layer 2 Protocols (Frame Relay, FDDI, ISDN, ATM); Authentication Protocols (TACACS+, Radius, EAP/PEAP, 802.1x)

Network Devices:
Cisco Router, Switch and WLAN Products, F5 Load Balancers, Juniper VPN Gateways, Riverbed WAN Accelerators

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