United Kingdom: Freelancer profile Sabine Avagyan from München, zertifizierter Projektmanager GPM / IPMA , ITIL Service Management | Profiles from freelancers and companies
Sabine Avagyan, Certified Project Manager GPM / IPMA - ITIL Service Management from München
Sabine Avagyan
IT-Consulting
Certified Project Manager GPM / IPMA - ITIL Service Management
81675 München
available
Hourly-/Daily rates:
k.A.
Last update: 21.10.2010 16:25
Attachments
- none -
Language skills
german (first language)english (good)spanish (basic knowledge)
Abilities, knowledge, experiences:
EDUCATION:
- Certified Project Manager GPM/IPM
- ITIL Foundation v3 certification
- Commercial education (IHK certified)
TRAINING:
- IT Management of Change
- Conflict Management
- Professional web design with (X)HTML und CSS
- Moderation and Meeting skills
- Presentation skills
- Communication training
EXPERIENCE / IT-CONSULTING
- Project Management methods according to GPM / IPMA
- Development and implementation of Project Management Office
- Design and implementation of service management processes, particularly Problem Management, Incident Management, Change Management and Service Level Management
- ITIL Process Consulting
- Implementation and optimization of business processes in data centres
- Change management in the IT structure
- Control of external development service providers
- Practical experience in the establishment of Shared Service Centres
- Practical experience to assist in the assessment and the development of local banking applications
- Roll-Out projects
- Software interface definitions
- Build-up of training and knowledge management
- Control applications support and Helpdesk
TOOLS:
- MS Office
- MS Project
- Project X
- Merlin
- MS Visio
- Share Point
- Tools Remedy ARS
- Service Manger 7
INDUSTRY EXPERIENCE:
- Bank
- Insurance
- Automotive Industry
- Semiconductor Industry
- Hardware
- Software
References:
Company:
Deutsche Bank AG
Period:
08/2010 – to this day
Position:
Project Manager Service Transition, IT Service Management ITIL
Activities / Responsibilities:
Project manager for Transition PWM (Private Wealth Management), Project manager for additional Core Banking Application (Trading, Cash & Cards Areas)
• Scheduling
• Regular quality control for compliance with the defined scope of services
• Leading and coordination of the project team
• Regular status report to management
• Phase and milestone monitoring control
• Resource planning
• Process definition
• Risk analysis
Project Description:
- Conversion of production management processes to new organization, standardization of processes in a new, horizontal organizational structure
- Analysis of the current state of the client division, to identify roles and responsibilities to support the underlying processes and the transformation in the new Shared Service Center processes structure
- Implement of up to 14 ITIL v3 processes within the new shared service center structure
- Assessment and on boarding of existing banking applications (i.e. workflow, goals, support, features) to the new organizational structure and IT service management processes
- Implementation of application assessments, preparation of Findings and Gap Analysis Paper
- Transition implementation, personnel-wise and technical
- Definition of service level parameters and their monitoring
Company:
ASIC Allianz Shared Infrastructure Services GmbH
Period:
03/2009 – 03/2010
Position:
Project Manager for the Implementation of Service Management processes;
ITIL Service Manager for Problem Management in the Data Center
Activities / Responsibilities:
Project Manager for the Implementation of Service Management processes, specifically Problem Management, Incident Management and Change Management
• Process definition
• Scheduling
• Regular quality control for compliance with the defined scope of services
• Leading and coordination of stakeholder meetings
• Regular status report to management
• Phase and milestone monitoring control
Project Description:
- Optimization of Remedy ARS for the current service management processes
- Problem Management in data centres
- Responsibility for operational problem management process
- Escalation management for high level problems
- Controlling of the current problem management processes
- Creating management reports and weekly reports about current problem areas
- Leading problem coordination teams and task forces
- Coordination of individual technical groups during complex problem solution
- Chairing daily checkpoint for high level and escalated incidents and problems
- Execution of Problem Management with analysis and reports
Company:
SupplyOn AG
Online platform for the automotive and manufacturing Industries
Period:
11/2006 – 12/2008
Position:
Expert Technical Support Management;
Project Manager for the development of an international Support
Activities / Responsibilities:
SupplyOn AG allocated an online platform with various applications for the automotive and manufacturing industry. Due to the fact that the supplier locations were spread worldwide, an international, multilingual 7x24 hours support was implemented.
• Cost and schedule planning
• Regular quality control for compliance with the defined scope of services
• Leading and coordination of the project team
• Regular status report to management
• Phase and milestone monitoring control
• Resource planning
Project Description:
Incident and Escalation Management
- Scheduling, planning and coordination of internet portal services implementation
- Responsibility for technical support/operation of the internet portal services in collaboration with the hosting provider within the ITIL processes
- Coordination of external service providers
- Technical responsibility for employees in 1st level support for quality, engineering and sourcing applications
- Regular quality control of incident process and implementation of necessary improvement activities.
- Introduction of support process for new products, releases and patches
- Coordination, tracking and documentation of support processes
- Review of the support process for compliance the security requirements of the BSI ISO 27001
- Interface definition between customer support, product management and external technology providers
- Main contact person for product management and technology providers (SAP, TDS, Seeburger)
- External communication with customers, particular for product changes
Information and Knowledge Management
- Ensuring continuous information and knowledge management for the customer support
- Documentation and solution of requests
- Organising, preparing and conducting workshops
- Implementation and training of new workflows for process-supporting applications in the automotive industry
Company:
Infineon Technologies AG
Period:
01/2003 – 10/2006
Position:
Project Manager for the implementation of the IT OS Global Service Catalogue;
Change-Manager
Activities / Responsibilities:
Project Manager for the implementation of the global and local IT Services in Remedy ARS as well as development of an ITIL online order tool (IT OS Global Service Catalogue) in line with the ITIL process
Individual locations in Europe used different IT processes and different tools. Through the standardization of processes and the use of an IT Service Shop the licenses have been reduced, the introduction of new processes has been simplified and standardized costing was made possible.
• Cost and schedule planning
• Regular quality control for compliance with the defined scope of services
• Leading and coordination of the project team
• Regular status report to management
• Phase and milestone monitoring control
• Resource planning
• Develop a training concept for the rollout of the individual locations
• IT Portfolio Creation
• Change Management in the IT infrastructure (including redefinition of the individual IT cost centre for IT procurement)
Project Description:
- Implementation of global and local processes in the application Remedy according to ITIL Change Management
- Constant examination and improvement of the change process
- Quality management of processes
- Support of operation departments with the planning and implementation of new global and local services
- Adaptation of global services for the local IT structure to ITIL standards
• Completion by local services
• Define processes for local services
• Defining responsibilities of local services
- Proactive tracking of active change requests for keeping to the defined OLA’s (Operation Level Agreement)
- Application in-house training for individual departments
- User training for company specific online-order-tool
- Continuous status reporting of the Change Coordination after defined KPI’s (Key Performance Indicators)
- IT-Coordinators consultation when building Service Requests (Change Request)
- Service interface between the individual departments and the submitters
- Check of the completeness and qualification of all received Change Requests
- Check and revision of the required task trees
- Approval and rejection of requests after internal standards
Company:
Infineon Technologies AG
Period:
03/2002 – 01/2003
Position:
Building a new Help Desk Organization, Support,
Activities / Responsibilities:
- Building a new Help Desk Organization
- Improvement of existing incident process
- Preparing documentation for work cycles and troubleshooting
- Monitoring of incident tickets to ensure timely and accurate handling by the specialist departments, according to the given OLA´s and SLA´s
- Support of UHD colleagues by providing professional information in case of incidents
- Administrative operations within the internal structure
- Incident und Change Task processing
- Classification, qualification und forwarding of incoming problems
- Training of new employees
Company:
Compaq
Period:
03/2000 – 06/2000
Position:
VIP Support for Compaq Server in Mainframe Centers
Activities / Responsibilities:
- Registration of customer data by telephone und detailed problem description
- Handling of technical problems via telephone by using the internal Compaq knowledge-database
- Coordination of technicians’ operations
- Monitoring of reaction times (SLA´s) agreed upon with the customer, based on the existing service contracts
- Identification of customer problems via telephone followed by classification of requested spare parts with the relevant part number
Company:
Microsoft GmbH
Period:
12/1998 – 03/2000
Position:
Microsoft Support
Activities / Responsibilities:
The range of responsibilities included the support of end-users in the German-speaking areas as well as related activities
In detail:
- Solutions for technical inquiries concerning Windows 95/98, Windows NT Workstation 3.51/4.0, Microsoft Office 97/98/2000, Microsoft Outlook, Microsoft Internet Explorer as well as Mainframe connection SNA
- Failure analysis based on technical documentation and data base
(First Level Support)
- First Level Support with hardware -, network- und software problems, especially during and after migration to new operating systems
- Forwarding of complex problems (which cannot be resolved via telephone) to the next functional Escalation stage (Second Level Support)
- Registration of telephone and written inquiries regarding internal Microsoft support application
- Continuous professional development by close cooperation with the Administration centre und Second Level Support as well as participation at internal and external Microsoft trainings
- Training and on-the-job training of new colleagues
Company:
GS Datentechnik
Period:
11/1997 – 11/1998
Position:
IT Hardware Retailer
Activities / Responsibilities:
Customer consulting Purchasing/ Sales Department
In detail:
• Second-hand computer, Notebooks
• Hardware
• Monitors
• Printers, Multi-functional devices
• Copier systems
• Scanner
• Fax machines, Telephone systems
Temporal and spatial availability.:
3. January 2011
EDUCATION:
- Certified Project Manager GPM/IPM
- ITIL Foundation v3 certification
- Commercial education (IHK certified)
TRAINING:
- IT Management of Change
- Conflict Management
- Professional web design with (X)HTML und CSS
- Moderation and Meeting skills
- Presentation skills
- Communication training
EXPERIENCE / IT-CONSULTING
- Project Management methods according to GPM / IPMA
- Development and implementation of Project Management Office
- Design and implementation of service management processes, particularly Problem Management, Incident Management, Change Management and Service Level Management
- ITIL Process Consulting
- Implementation and optimization of business processes in data centres
- Change management in the IT structure
- Control of external development service providers
- Practical experience in the establishment of Shared Service Centres
- Practical experience to assist in the assessment and the development of local banking applications
- Roll-Out projects
- Software interface definitions
- Build-up of training and knowledge management
- Control applications support and Helpdesk
TOOLS:
- MS Office
- MS Project
- Project X
- Merlin
- MS Visio
- Share Point
- Tools Remedy ARS
- Service Manger 7
INDUSTRY EXPERIENCE:
- Bank
- Insurance
- Automotive Industry
- Semiconductor Industry
- Hardware
- Software
References:
Company:
Deutsche Bank AG
Period:
08/2010 – to this day
Position:
Project Manager Service Transition, IT Service Management ITIL
Activities / Responsibilities:
Project manager for Transition PWM (Private Wealth Management), Project manager for additional Core Banking Application (Trading, Cash & Cards Areas)
• Scheduling
• Regular quality control for compliance with the defined scope of services
• Leading and coordination of the project team
• Regular status report to management
• Phase and milestone monitoring control
• Resource planning
• Process definition
• Risk analysis
Project Description:
- Conversion of production management processes to new organization, standardization of processes in a new, horizontal organizational structure
- Analysis of the current state of the client division, to identify roles and responsibilities to support the underlying processes and the transformation in the new Shared Service Center processes structure
- Implement of up to 14 ITIL v3 processes within the new shared service center structure
- Assessment and on boarding of existing banking applications (i.e. workflow, goals, support, features) to the new organizational structure and IT service management processes
- Implementation of application assessments, preparation of Findings and Gap Analysis Paper
- Transition implementation, personnel-wise and technical
- Definition of service level parameters and their monitoring
Company:
ASIC Allianz Shared Infrastructure Services GmbH
Period:
03/2009 – 03/2010
Position:
Project Manager for the Implementation of Service Management processes;
ITIL Service Manager for Problem Management in the Data Center
Activities / Responsibilities:
Project Manager for the Implementation of Service Management processes, specifically Problem Management, Incident Management and Change Management
• Process definition
• Scheduling
• Regular quality control for compliance with the defined scope of services
• Leading and coordination of stakeholder meetings
• Regular status report to management
• Phase and milestone monitoring control
Project Description:
- Optimization of Remedy ARS for the current service management processes
- Problem Management in data centres
- Responsibility for operational problem management process
- Escalation management for high level problems
- Controlling of the current problem management processes
- Creating management reports and weekly reports about current problem areas
- Leading problem coordination teams and task forces
- Coordination of individual technical groups during complex problem solution
- Chairing daily checkpoint for high level and escalated incidents and problems
- Execution of Problem Management with analysis and reports
Company:
SupplyOn AG
Online platform for the automotive and manufacturing Industries
Period:
11/2006 – 12/2008
Position:
Expert Technical Support Management;
Project Manager for the development of an international Support
Activities / Responsibilities:
SupplyOn AG allocated an online platform with various applications for the automotive and manufacturing industry. Due to the fact that the supplier locations were spread worldwide, an international, multilingual 7x24 hours support was implemented.
• Cost and schedule planning
• Regular quality control for compliance with the defined scope of services
• Leading and coordination of the project team
• Regular status report to management
• Phase and milestone monitoring control
• Resource planning
Project Description:
Incident and Escalation Management
- Scheduling, planning and coordination of internet portal services implementation
- Responsibility for technical support/operation of the internet portal services in collaboration with the hosting provider within the ITIL processes
- Coordination of external service providers
- Technical responsibility for employees in 1st level support for quality, engineering and sourcing applications
- Regular quality control of incident process and implementation of necessary improvement activities.
- Introduction of support process for new products, releases and patches
- Coordination, tracking and documentation of support processes
- Review of the support process for compliance the security requirements of the BSI ISO 27001
- Interface definition between customer support, product management and external technology providers
- Main contact person for product management and technology providers (SAP, TDS, Seeburger)
- External communication with customers, particular for product changes
Information and Knowledge Management
- Ensuring continuous information and knowledge management for the customer support
- Documentation and solution of requests
- Organising, preparing and conducting workshops
- Implementation and training of new workflows for process-supporting applications in the automotive industry
Company:
Infineon Technologies AG
Period:
01/2003 – 10/2006
Position:
Project Manager for the implementation of the IT OS Global Service Catalogue;
Change-Manager
Activities / Responsibilities:
Project Manager for the implementation of the global and local IT Services in Remedy ARS as well as development of an ITIL online order tool (IT OS Global Service Catalogue) in line with the ITIL process
Individual locations in Europe used different IT processes and different tools. Through the standardization of processes and the use of an IT Service Shop the licenses have been reduced, the introduction of new processes has been simplified and standardized costing was made possible.
• Cost and schedule planning
• Regular quality control for compliance with the defined scope of services
• Leading and coordination of the project team
• Regular status report to management
• Phase and milestone monitoring control
• Resource planning
• Develop a training concept for the rollout of the individual locations
• IT Portfolio Creation
• Change Management in the IT infrastructure (including redefinition of the individual IT cost centre for IT procurement)
Project Description:
- Implementation of global and local processes in the application Remedy according to ITIL Change Management
- Constant examination and improvement of the change process
- Quality management of processes
- Support of operation departments with the planning and implementation of new global and local services
- Adaptation of global services for the local IT structure to ITIL standards
• Completion by local services
• Define processes for local services
• Defining responsibilities of local services
- Proactive tracking of active change requests for keeping to the defined OLA’s (Operation Level Agreement)
- Application in-house training for individual departments
- User training for company specific online-order-tool
- Continuous status reporting of the Change Coordination after defined KPI’s (Key Performance Indicators)
- IT-Coordinators consultation when building Service Requests (Change Request)
- Service interface between the individual departments and the submitters
- Check of the completeness and qualification of all received Change Requests
- Check and revision of the required task trees
- Approval and rejection of requests after internal standards
Company:
Infineon Technologies AG
Period:
03/2002 – 01/2003
Position:
Building a new Help Desk Organization, Support,
Activities / Responsibilities:
- Building a new Help Desk Organization
- Improvement of existing incident process
- Preparing documentation for work cycles and troubleshooting
- Monitoring of incident tickets to ensure timely and accurate handling by the specialist departments, according to the given OLA´s and SLA´s
- Support of UHD colleagues by providing professional information in case of incidents
- Administrative operations within the internal structure
- Incident und Change Task processing
- Classification, qualification und forwarding of incoming problems
- Training of new employees
Company:
Compaq
Period:
03/2000 – 06/2000
Position:
VIP Support for Compaq Server in Mainframe Centers
Activities / Responsibilities:
- Registration of customer data by telephone und detailed problem description
- Handling of technical problems via telephone by using the internal Compaq knowledge-database
- Coordination of technicians’ operations
- Monitoring of reaction times (SLA´s) agreed upon with the customer, based on the existing service contracts
- Identification of customer problems via telephone followed by classification of requested spare parts with the relevant part number
Company:
Microsoft GmbH
Period:
12/1998 – 03/2000
Position:
Microsoft Support
Activities / Responsibilities:
The range of responsibilities included the support of end-users in the German-speaking areas as well as related activities
In detail:
- Solutions for technical inquiries concerning Windows 95/98, Windows NT Workstation 3.51/4.0, Microsoft Office 97/98/2000, Microsoft Outlook, Microsoft Internet Explorer as well as Mainframe connection SNA
- Failure analysis based on technical documentation and data base
(First Level Support)
- First Level Support with hardware -, network- und software problems, especially during and after migration to new operating systems
- Forwarding of complex problems (which cannot be resolved via telephone) to the next functional Escalation stage (Second Level Support)
- Registration of telephone and written inquiries regarding internal Microsoft support application
- Continuous professional development by close cooperation with the Administration centre und Second Level Support as well as participation at internal and external Microsoft trainings
- Training and on-the-job training of new colleagues
Company:
GS Datentechnik
Period:
11/1997 – 11/1998
Position:
IT Hardware Retailer
Activities / Responsibilities:
Customer consulting Purchasing/ Sales Department
In detail:
• Second-hand computer, Notebooks
• Hardware
• Monitors
• Printers, Multi-functional devices
• Copier systems
• Scanner
• Fax machines, Telephone systems
Temporal and spatial availability.:
3. January 2011
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