Ragheb Tabbakh - Windows 10 coordination / management

Frankfurt am Main, Germany

Experience

Mar 2018 - Nov 2024

6 years 9 months

Wiesbaden, Germany

Windows 10 coordination / management

ITZ Bund

Communication with internal and external stakeholders
Quality assurance reporting
Software controlling/coordinating packaging & interfaces
Optimizing existing processes
Monitoring queues in ITSM framework
SLA reporting
Coordinating and communicating internally & externally (customer / 3rd parties), and taking measures
Status checks
Creating risk analysis with causes, probabilities & impacts
Packaging orders
Specialist procedures & applications
Monitoring migration

Oct 2017 - Dec 2017

3 months

Mannheim, Germany

Rollout coordinator / team lead Windows 10

Roche/Wipro

Planning rollout of 1800 clients
User training
Process support / defining migration
Migration analysis / reports
Windows 10 relevant apps: user-specific configuration
Employee Windows 10 training

Feb 2016 - Sep 2017

1 year 8 months

Process analyst VDI / life cycle management & Windows 10 coordination

Commerzbank AG

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 / portal implementation
Windows 10 coordination / communication with internal and external stakeholders
Defining hardware specifications
Mobile hardware: selection / testing / feedback / ordering process
Creating SharePoint, POC pilot phase and defining users
AR reports / management and APs administration in SCCM environment
Release coordination
Creating analysis for 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

ITIL certified V3
Daily performance reporting on all incidents and assessing the quality and handling by each workgroup (quality management)
Optimizing individual incident/problem workflows and processes
Responsible for migrating HPSM tool to COBA (incident count ~4500 incidents)
Monitoring and clearing queues
SLA reporting, close work with ITSM (internal) & ITSD (Commerzbank)
System alignment: weekly reconciliation of HP Service Manager / COBA Service Center (Peregrine) status checks
Analyzing and handling all incoming priorities, escalations and complaints; coordinating and communicating internally & externally (customer / 3rd parties), and taking actions
Responsible for quick response to major incidents as per process
Optimizing several templates for major outage, status checks, info board messages
Impact reporting: monitoring and controlling incidents across all departments and pointing out all update times through ongoing communication
Coordinating crisis management: Sofia/Budapest (Exchange, DFS, Citrix) Priority 1
End-to-end responsibility for incident management process standards and the strategic direction of the process
Daily management report covers all incident/request/problem statuses
Identifying responsibility of each department (assignment) to recognize 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 updated daily and sent to management and customer for information

Jun 2012 - Aug 2012

3 months

Eschborn, Germany

Service and delivery manager

DB Systel

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 division to KDM and product management
Ensuring OLA-compliant service delivery across the entire value chain
Responsible for timely and high-quality order processing for the customer
Measuring service levels and evaluating service quality regarding cost and technology
Ensuring reporting to internal customers and service providers
Know-how in process and project management methodologies (e.g. ITIL)

Oct 2010 - May 2012

1 year 8 months

Bad Homburg, Germany

Incident & Escalation Management

Hewlett Packard

Daily performance reporting on all incidents, evaluating quality and handling by each workgroup (quality management)
Analyzing escalations and complaints and coordinating them internally and with the customer, and implementing measures
Responsible for quick response to major incidents through analysis and coordinating crisis management
Monitoring each lifecycle and workflow internally & externally through weekly calls with all involved parties
Maintaining a newly developed tool (in cooperation with India), with certain parameters updated daily using data from HP-OVSC
Dashboard analyses are updated daily and sent to management and the customer for information
SLA reporting, close collaboration with ITSM (internal) & ITSD (customer)
Incidents are considered end-to-end
Ensuring everything runs according to ITIL

Apr 2006 - Dec 2009

3 years 9 months

Eschborn, Germany

Service Delivery Order / Manager

British Telecom Germany

Responsible for end-to-end management processes, reporting, escalations, customer interface issues and risk management
Planning network coupling (SDH) and monitoring each step
Order management, leased line structure planning, business administration
Process optimization within BT systems, data quality
Training 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
Ensuring timely and high-quality order processing for the customer
Dispatching: coordinating on-site teams to meet deadlines
Issue tracking system
Ensuring and tracking on-time end-to-end delivery with meetings, project plans, risk & complaint management and systems
Written and verbal communication
Project coordination for timely delivery of all necessary components (e.g. leased line, router, cables, ports, etc.)
Handover to Service Assurance
Know-how in process and project management methodologies (e.g. ITIL)
Access design and billing (bid box)
Customer site survey meetings and advising on customer infrastructure and connections
MPLS checks, equipment checks, supplier checks, circuit quality, DOIP, MOIP, 3000IP, common servers VPN
Business processes were communicated through meetings, diagrams, sketches as well as reports and presentations

Jul 2005 - Mar 2006

9 months

Eschborn, Germany

Project Coordinator / Project Management

British Telecom Germany

Creating product-specific concepts and scenarios
Monitoring the service delivery workflow and ensuring timely completion of internal and external preparation steps
Coordinating product-related groups and departments according to migration guidelines
Service design global provisioning
Expedites & escalations
Issue and risk management
Handover to service assurance
Knowledge of services with different transmission rates: Private Line, Frame Relay, MPLS, IP

Mar 2005 - Jun 2005

4 months

Eschborn, Germany

Installation Coordinator

British Telecom Germany

Customer IP migration / database rollout
Migration of existing internal and external data service connections to the international backbone
Organizing and coordinating the data to be transferred to project stakeholders
Serving as interface between technical team and customer service / coordination function
Conducting pre-analysis to determine the current state of customers/services to be migrated using company tools

Jun 2004 - Feb 2005

9 months

XP Rollout Germany-wide

MSB

Carrying out the required rollout documentation
Preparing and installing hardware (notebooks, Palms, desktop PCs from Compaq, HP, Fujitsu Siemens and IBM)

Mar 2003 - Dec 2003

10 months

Düsseldorf, Germany