Account Process Manager
Hewlett Packard
Total des années d'expérience :21 years, 4 Mois
End-to-end accountability for the incident management processes, standards and services delivered.
Accountable for the process adherence, customer satisfaction and contractual SLA achievement. Liaise with all internal service delivery teams in different time zones to ensure consistent high level of service. Lead governance and operational meetings ensuring the operational streamlining and SLA achievement. Successfully completed service improvement project which led to 98.00% TTR contractual SLA achievement within one of the biggest HP deals. Interactions with customer counterparts on all matters related to both incident management and overall service delivery e.g. major incident reviews, management escalations, continuous improvement plans etc. Operate/mentor the strategic incident management team.
Deliver incident management reporting, process KPIs and management reports. Represent the process and services delivered in any internal/external audits. For more details and achievements feel free to contact my previous manager Joachim Thieltges, mobile: +49 1609 04 17 606
Datacom (IP) network architecture design, projects implementation and transformation. Analyzing different tech support cases, improving service performance and reliability. After sale and post warranty technical service support. Successful completion of 3G project for Cosmofon, Macedonia. MPLS pilot project for Globul, Bulgaria. Successful project completion for BTC access network extension.
Upgrade and maintenance of company intranet, line of VPN services, concentrators and FW maintenance. Data centre MPLS service support.
Implementation of last generation telecom IP network services. Remote NW management system.
IP network architecture design, deployment, management, configuration and troubleshooting.