Ragheb T. - Windows 10 Coordination / Leadership

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Frankfurt am Main, Germany

Experience

Mar 2018 - Nov 2024

6 years 9 months

Wiesbaden, Germany

Windows 10 Coordination / Leadership

ITZ Bund

Industry: IT
Field: Consulting
Communication with internal and external stakeholders
Quality assurance reporting
Software controlling/coordinating packaging & interfaces.
Optimizing existing processes
Monitoring ITSM framework queues
SLA reporting
Coordinating and communicating internally & externally (client/3rd parties), and implementing actions
Status inquiries
Creating risk analyses with causes, probabilities & impacts
Packaging orders
Specialized procedures & applications.
Monitoring migrations

Oct 2017 - Dec 2017

3 months

Mannheim, Germany

Rollout Coordinator / Team Lead Windows 10

Roche / Wipro

Industry: Pharma DC
Field: Pharma
Planning rollout of 1800 clients
User training
Defining process support/migration
Migration analysis/reports
W10 relevant apps: user-specific configuration
Staff training on W10

Feb 2016 - Sep 2017

1 year 8 months

Frankfurt, Germany

Process Analysis VDI / Life Cycle Management and Windows 10 Coordination

Commerzbank AG

Industry: IT
Field: Banking
VDI: creating and redefining the VDI ordering process
Aligning storage capacity with HPE
Order process, items, user options, domain permissions
Request management process (commissioning, decommissioning workflow)
Price alignment, service catalog entry/implementing portal
W10 coordination/communication with internal and external stakeholders
Determining hardware specifications
Mobile hardware: selection/testing/feedback/ordering process
Creating SharePoint, defining POC pilot phase and users
AR reports/management and AP management in SCCM environment
Release coordination
Creating analysis for a new support unit/support concept and model
Rollout preparation

Apr 2013 - Oct 2015

2 years 7 months

Bad Homburg, Germany

Incident & Problem Manager / Life Cycle Management

Hewlett Packard

Industry: IT
Field: Consulting
ITIL certified V3
Daily performance reporting on all incidents and evaluating quality and handling by each workgroup (quality management).
Optimizing individual incident/problem workflows and processes
Responsible for migrating HPSM as a tool with COBA (incident count: approx. 4500)
Monitoring and clearing queues
SLA reporting, close collaboration with ITSM (internal) & ITSD (Commerzbank)
System reconciliation: weekly alignment of HP Service Manager / COBA Service Center (Peregrine) and status checks
Analyzing and handling all incoming priorities, escalations and complaints; coordinating and communicating internally & externally (client/3rd parties), and taking action
Responsible for quick response to major incidents according to process
Optimizing multiple templates for mass outages, status inquiries, infoboard messages
Impact reporting: monitoring and managing incidents across all departments and highlighting update times through constant communication.
Coordinating crisis management: Sofia/Budapest (Exchange, DFS, Citrix) Priority 1
End-to-end responsibility for incident management process standards and strategic direction
Daily management report includes the status of all incidents/requests/problems: pending customer, work in progress, etc., as well as queue and counts
Identifying department responsibilities (distribution) to spot qualified incidents
Responsible for communication regarding HPSM & HPSX (interface to COBA Service Manager)
Monitoring and managing individual lifecycle workflows internally & externally.
Weekly calls with all stakeholders
Dashboard analyses are updated daily and sent to management and the client for information.
Tools used: HP Service Manager 9, Service Center (OVSC), Commerzbank Service Center (CMO) (66000 users), ITIL V3

Jun 2012 - Aug 2012

3 months

Eschborn, Germany

Services and Provisioning Manager

DB Systel

Industry: IT
Field: Consulting
Ensuring product specifications for ICT carrier services
Ensuring implementation of product requirements in internal systems (e.g., HP Asset Manager/transICT SLM, HP Peregrine Service Center)
Ensuring SLA-compliant OLAs of the T.SVN business unit toward KDM or product management
Ensuring OLA-compliant performance delivery across the entire value chain
Responsible for timely and high-quality order processing for the client
Determining (measuring) service levels and assessing service quality in terms of cost and technology
Ensuring reporting to internal clients and service providers
Know-how of process and project management methodologies (e.g., ITIL)

Oct 2010 - May 2012

1 year 8 months

Bad Homburg, Germany

Incident & Escalation Management

Hewlett Packard

Industry: IT
Field: Consulting
Daily performance reporting on all incidents and evaluating quality and handling by each workgroup (quality management).
Analyzing escalations and complaints and coordinating them (internal and external), and taking action
Responsible for quick response to major incidents through analysis and coordinating crisis management
Monitoring individual lifecycle workflows internally & externally through weekly calls with all stakeholders
Managing a newly developed tool (in collaboration with India) that imports daily parameters from HP-OVSC for SLA, reassignment, update times, overall statistics and APM reporting
Dashboard analyses are updated daily and sent to management and the client for information.
SLA reporting, close collaboration with ITSM (internal) & ITSD (client)
Incidents are managed end-to-end.
Everything follows ITIL standards.
Tools used: HP Service Center (OVSC), Commerzbank Service Center (CMO) (66000 users), ITIL V3, IMPACT

Apr 2006 - Dec 2009

3 years 9 months

Eschborn, Germany

Service Delivery Order Manager

British Telecom Germany

Industry: Telecommunications
Field: Consulting
Responsible for E2E management processes, reporting, escalation, customer interface issues and risk management
Planning network coupling (SDH) and monitoring each step
Order management, leased line structure planning, business administration
Process optimization under BT systems, data quality
In relation to optimization, conducted multiple trainings and project meetings in London, Budapest and Zurich
Delivery management for EMEA and commissioning internal and external orders
Cost control/bid box according to SLAs
Responsible for timely and high-quality order processing for the client
Dispatching: coordinating on-site assignments on schedule
Issue tracking system
Ensuring and tracking timely end-to-end delivery using meetings, project plans, risk & complaint management and systems
Written and verbal communication
Project coordination of timely delivery of all necessary components (e.g., leased lines, routers, cables, ports, etc.)
Handover to Service Assurance
Know-how of process and project management methodologies (e.g., ITIL)
Access design and billing (bid box)
Customer site surveys and consulting on client infrastructure and connections
MPLS checks, equipment checks, supplier checks, circuit quality, DOIP, MOIP, 3000IP, common servers VPN
Business processes communicated via meetings, diagrams, sketches, reporting and presentations
Tools used: Classic, Clarify, PCS, Villa, PPR, RTO, Tahiti, Vini

Jul 2005 - Mar 2006

9 months

Eschborn, Germany

Project Coordinator / Project Management

British Telecom Germany

Industry: Telecommunications
Field: Consulting
Creating product-related concepts and scenarios
Monitoring service delivery workflow and timely completion of internal and external preparations
Includes coordinating involved groups and departments per migration guidelines
Service design global provisioning
Expedites & escalations
Issue and risk management
Handover to Service Assurance
Service knowledge of various transmission rates: private line, Frame Relay, MPLS, IP
Tools used: Clarify, Villa, RTO, Orion

Mar 2005 - Jun 2005

4 months

Eschborn, Germany

Installation Coordinator

British Telecom Germany

Industry: Telecommunications
Field: Consulting
IP migration for clients/database rollout
Migrating existing internal and external data service connections to the international backbone
Organizing/coordinating data transfer to project participants
Interface between engineering and customer service/coordinator role
Pre-analyses to determine the current state of customers/services to be migrated using company tools
Tools used: Clarify, Villa, RTO

Jun 2004 - Feb 2005

9 months

Germany

XP Rollout Nationwide

MSB

Industry: IT
Field: Consulting
Carrying out rollout documentation
Preparing and installing hardware (notebooks, Palms, desktop PCs from Compaq, HP, Fujitsu Siemens and IBM)
Tools used: MS XP environment, creating software packages, MS Access, MS Excel, Outlook, hardware PCs, notebooks, network printers.

Mar 2003 - Dec 2003

10 months

Düsseldorf, Germany

Web Design and Support

Netz Quadrat und adero Design

Industry: IT
Field: Consulting
Creating websites
Optimizing frames and scripting
Supporting internal departments
Tools used: Dreamweaver, Photoshop, CGI scripts, JavaScript, PHP

Jul 2002 - Nov 2002

5 months

Frankfurt, Germany

Workspace Systems and Admin Support, Helpdesk

Dresdner Bank

Industry: Bank IT
Field: Consulting
Installing and configuring computer systems
Maintaining the Windows network
Ticketing system (TTS-Remedy)
Administering and monitoring the network under Microsoft Windows NT, 2000 and XP
Configuring the TCP/IP network environment