Eberhart N. - Service and Change Manager / Project Manager

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Cologne, Germany

Experience

Apr 2024 - May 2025

1 year 2 months

Düsseldorf, Germany

Service and Change Manager / Project Manager

Uniper Energy

Project manager for the transition and migration from the old IPC Trader telephony to the new 3CX-based dispatcher and Cloud9-based trader telephony
Planning and management of the company-wide project to replace IPC Trader telephony with 3CX and Cloud9
Continuous improvement of implementation processes and development and implementation of optimization measures
Planning, coordination and tracking of IT equipment delivery and service provision for all sites
Leading a team of IT site managers and ensuring IT services are delivered on time, on budget and with the required quality
Defining scope in coordination with technical resources
Planning and execution of software and hardware rollouts, including user support
Communication with key customers, service organizations and technical teams
Stakeholder analysis and maintenance of change management processes
Responsible for the entire change process: creating and defending change requests, preparing and communicating them and overseeing implementation

Mar 2023 - Mar 2024

1 year 1 month

Hamburg, Germany

UC consultant and project manager - MS Teams with CallOne integration

Toolport GmbH

Analyzing and fixing voice quality issues and jitter in MS Teams Direct Routing in a call center environment
Working with telephony providers CallOne, ComDesk and Matelso
Advising and supporting the integration of the Teams/CallOne telephony solution into the CRM system in cooperation with Linkthat.eu
Planning and steering the Teams integration and optimizing project steps and processes
Regular reporting to all stakeholders and documenting results in Jira and ServiceNow
Training employees on the use of the tools
Creating end-user and support documentation in various communication channels and formats
Preparing and conducting workshops for different teams

Jun 2022 - Feb 2023

9 months

Cologne, Germany

MS Teams project manager (UCC and telephony integration)

Deutz AG

Conducting current state and requirements analyses and developing a concept for MS Teams telephony in Australia, Germany and Spain for over 5,000 sites using NTT products
Planning telephony over Microsoft Teams using E-SBC and Teams Direct Routing including provider integration
Planning and managing the project in terms of time, budget and scope with regular stakeholder alignment
Transferring know-how to internal staff
Preparing and conducting workshops for different teams
Creating end-user and support-level documentation in various formats

Feb 2021 - Jun 2022

1 year 5 months

Rollout manager for a large digitization project

Lanxess Deutschland GmbH

Leading and managing service providers and IT site managers to ensure on-time, within-budget and quality delivery of all IT services
Planning, coordinating and tracking the rollout of mobile devices and building the WLAN infrastructure at all locations
Coordinating tablet rollouts for the Moby.Check application under MobileIron
Identifying technical requirements and developing optimization options
Developing technical options to implement the digitization guidelines
Defining project scope and goals
Creating a project plan including necessary resources
Calculating the budget and managing approval processes
Aligning and regularly updating key stakeholders
Reporting to the cluster manager with schedule, milestones and progress reports
Preparing, conducting, moderating and documenting workshops
Managing contracted third parties, including cost and performance control
Planning and coordinating floor, building and core switch infrastructure as well as logistics

Sep 2020 - Jan 2021

5 months

Project manager for Cisco Call Manager integration

Lanxess Deutschland GmbH

Migrating the telecom infrastructure (analog, industrial DECT) to Cisco VoIP with CP-8851 and connecting to a central CCM in Cologne
Considering special services such as elevator emergency call, fax, alarm and monitoring systems
Determining technical requirements and developing technical solutions
Building the new and dismantling the old telecom infrastructure
Planning and coordinating the required switch infrastructure
Coordinating ordering, logistics and resources for installation, commissioning and documentation
Defining project scope and goals and handling inquiries and proposals for data and SIP connections
Creating a project plan, calculating the budget and managing approval processes
Reporting to the cluster manager with schedule, milestones and progress reports
Coordinating with key stakeholders and managing external contractors
Providing hands-on support for all Cisco Call Manager implementations

Dec 2019 - Aug 2020

9 months

Project Manager Video Conferencing and Skype for Business

Rödl&Partner

Managed, coordinated and implemented a Microsoft Teams collaboration environment and rollouts at around 40 locations in EMEA
Connected to PBX via Direct Routing with AudioCodes Mediant VE
Set up the project structure and defined the rollout process
Provided consulting and hands-on setup of video conferencing systems based on Cisco CMM 2000, Skype for Business, and Zoom
Migrated users and services to Microsoft Azure
Trained employees
Created telecom/VoIP and UC concepts
Planned and coordinated training sessions by external service providers
Coordinated acceptance tests for SIP trunks with Deutsche Telekom and BT, and migrated ISDN to SIP trunks

May 2019 - Nov 2019

7 months

Project Manager Migration Lotus Notes to Outlook

Datagroup Financial Services

Planned and executed the migration of all bank employees' mailboxes from Lotus Notes to Outlook (around 20 million emails) while complying with the 10-year retention requirement
Selected and tested tools to improve performance and verify correct migration results
Responsible for planning and implementing testing methods to ensure a complete migration

Jan 2017 - Oct 2019

2 years 10 months

United States

Project Manager UP Transition Project

Refresco Deutschland GmbH

Integrated video conferencing solutions based on Cisco, Polycom, Zoom, and WebEx
Built and connected Cisco VCS and CMM at three locations using the Pexip Infinity meeting platform
Coordinated with outsourcing partners to build an AADC and ADFS infrastructure
Managed the migration of users from the USA to Europe, including setting up a central AADC and domain controller

Jun 2016 - Dec 2016

7 months

Israel

Project Manager Diagnostic Solutions DE, CZ, NL

Cellebrite Ltd

Service management and escalation contact for all responsible countries
Defined and introduced new processes for the mobile lifecycle and diagnostic functions
Managed Vodafone branches, service repair centers, providers, and contractors
Planned the rollout of hardware-based diagnostic solutions to 1,500 locations
Ensured quality through national integration tests, field acceptance tests, and regression tests

Aug 2014 - May 2016

1 year 10 months

Germany

Rollout Manager Office 365, Skype for Business and Enterprise Voice

ThyssenKrupp Global Networks and IT Services

Planned and managed the introduction of Office 365
Provided hands-on support and consulting for Skype for Business/Office 365 administration and installation
Rollout manager for migrating 15,000 lines from ISDN to All-IP across 500 branches
Built and maintained the global UC infrastructure based on Avaya phone systems and AudioCodes Mediant SBC
Created project status reports for stakeholders
Coordinated rollout schedules and the SIP trunk provider Vodafone
Managed operations and escalation processes, documented and enhanced the UC architecture

Apr 2013 - Jul 2014

1 year 4 months

Düsseldorf, Germany

Rollout Manager for Mobile Contracts and Services (EMEA)

Vodafone Group Services Limited

Rollout of 90,000 mobile services/SIMs and service transformation to Vodafone and partners in EMEA and worldwide
Migration of customer data and products to a unified IT landscape
Creation of assessments, risk analyses, and recommendations for the migration concept
Management of providers and coordination with service account managers
Monitoring of compliance with SLAs and OLAs
Establishment of a support organization, including incident and problem management
Coordination of the implementation of an enterprise mobility management (MDM/MAM) solution based on VMware AirWatch

Dec 2011 - Apr 2012

5 months

Cologne, Germany

Project Manager for PECHE, Network Development, Voice and IP Core Network Expansion

Unitymedia

Project management for PECHE, network development, and expansion of the voice and IP core network

Nov 2008 - Oct 2011

3 years

Kuwait City, Kuwait

Multi-Project Manager for Consulting and Integration, and UC Specialist

Nokia Siemens Networks

Management of multiple integration and rollout projects (BSS, voucher management) for Zain Iraq in Baghdad
Planning, cost control, provider management, and acceptance

Sep 2007 - Oct 2008

1 year 2 months

Dubai, United Arab Emirates

Service Project Manager

Nokia Siemens Networks

Service management for prepaid and postpaid charging, billing, and support systems
Migration of existing tariffs and subscriber data

Mar 2006 - Aug 2007

1 year 6 months

Dubai, United Arab Emirates

Service Bid Manager

Nokia Siemens Networks

Creation of service bids and offers
Coordination of prepaid and postpaid charging, billing, and support systems

Aug 2001 - Dec 2006

5 years 5 months

Munich, Germany

Support Expert and Product Manager for Location Based Services

Siemens Mobile Networks

Product management and support for Location Based Services

Mar 1999 - Jul 2001

2 years 5 months

Munich, Germany

Level 3 Support Specialist for Network Management Systems

Siemens Enterprise Networks

Support and administration of network management systems

Mar 1998 - Feb 1999

1 year

Munich, Germany

Level 3 Support Specialist

Siemens Enterprise Networks

Level 3 support for network management systems
Error analysis and problem solving

Apr 1995 - Feb 1998

2 years 11 months

Konstanz, Germany

Service Engineer for High-Speed Character Recognition and Writing Processing Systems

AEG Electrocom

Implementation and support of high-speed character recognition and writing processing systems

Summary

I have been an experienced PMP-certified telecommunications and IT project manager for 10 years with strong experience in implementation, rollout and transition projects, in change management, enterprise voice telephony and network infrastructure. I have been able to build deep technical knowledge in all my projects. I am customer-focused, have a strong work ethic, am self-driven and motivated. I have a forward-thinking personality with pragmatic and goal-oriented thinking, a problem-solving approach and the willingness to take on responsibility, as well as a strong hands-on mentality. I offer project management experience with broad technical skills and international exposure. In my projects I am always involved in team leadership, team building and decision making. I communicate clearly and confidently at all levels, in German and English.

Unified Communication platforms (Cisco Call Manager, Avaya)
System Integration
Lync/Skype for Business Integration
Technical Support & Training
Virtualization (VMware)
Teams & Direct Routing
Trader Telephony (IPC)
Nextcloud Collaboration Platform
Telephony Solutions from CallOne and 3CX
ServiceNow
Incident Management
Test Management
Service Management
Change Management
International Project Management
Cisco Unified Communication Manager (CUCM)
IPC Trader Telephony
Cloud 9 Trader Telephony
3CX Integration
BSS Deployment (Siemens/NSN)
Audiocodes SBC
Polycom Video Systems
TV/Streaming
Pexip Infinity Meeting Platform
Microsoft Teams Integration
Knowledge of Current Regulatory Requirements
Atlassian Jira, Confluence
Microsoft Teams
Support Level 3 (Tier 3) Experience in Various Areas
ServiceNow
Provider Management Skills
Word, Excel, PowerPoint, Access, Outlook, OnlyOffice
Google Cloud, Office365, Microsoft Azure
Agile and Waterfall
Analysis with Wireshark and Net-Tools
Windows Server/Clients incl. Active Directory Services, Solaris Server and Linux Server
VMware ESXi 6.7, vCenter 6.7