Ralph Geiger - Subproject Management

Hemer, Germany

Experience

Aug 2023 - Oct 2024

1 year 3 months

Subproject Management

Various Small Projects

Subproject management
Manual testing (Jira, Confluence, MS 365)
Test design
Concept creation
Documentation and reporting
Error analysis / tracking

Apr 2022 - Jul 2023

1 year 4 months

Germany

Test Manager, Test Analyst, Mobile App Tester

Bitmarck Holding GmbH

The electronic patient record (ePA), jointly developed by the Bitmarck corporate group and the software house RISE, was successfully made available to a total of 87 affiliated statutory health insurers as of January 1, 2021. Insured persons can download their insurers' ePA from the Apple or Google App Stores and optionally use it to archive their medical documents – and share them with their doctors if needed, for example to avoid duplicate treatments.
As part of the project assignment, among other things, the functionality of the ePA app for iOS and Android mobile devices as well as the Windows and macOS desktop application was tested:
Basic, smoke, regression tests
Tests based on new app releases to grant approvals
Tests based on new component releases to grant approvals
Test case creation and its extensions and adjustments to new releases
Test design and test plan creation
Defect management
Communication and coordination with business units, technical departments, and development
Support in product design
Tools: Confluence, Jira, Teams, Windows, macOS, Android, iOS

Dec 2021 - Apr 2022

5 months

Germany

Service Management Consultant

Hessian Center for Data Processing

Commissioned by the Hessian State Chancellery, the HZD service desk was tasked with creating standardized processes for reporting and handling the loss/theft of security-relevant access media:
Notebooks/Tablets
Smartphones
VPN dial-in tokens
Secure boot sticks
User access credentials
In this context:
An inventory of the currently applied procedure was conducted.
Specifics and deviations in the police, justice, and Hessian State Parliament departments were recorded.
General necessary and access-media-specific prerequisites were defined.
A concept for the future procedure regarding process standardization in two phases – initial implementation variant and full implementation – was developed.
Tools: Skype, Word, Excel

Nov 2021 - Nov 2021

1 month

Germany

Consultant

Neovia Germany GmbH

Short project:
Creation of a test concept for the introduction of a new logistics system and replacement of the existing legacy system
Creation of a training concept

Aug 2020 - Jun 2021

11 months

Germany

Technical Implementation Coordinator and Subproject Manager

Hessian Center for Data Processing

Subproject management and collaboration in process definition and introduction as part of implementing the Online Access Act for the following projects of the Hessian Center for Data Processing:
Notification procedure for care and support facilities
Operating cost subsidies for daycare centers
Anti-money laundering
Export of medical devices
Tools used: SharePoint, Skype, Word, Excel

Oct 2017 - Apr 2020

2 years 7 months

Germany

Test and Quality Manager, Customer Support, Release Manager

Avaya Germany GmbH

As part of redesigning the telecommunications environment at AOK by Avaya, a web-based application (customer portal) was developed that allows AOK employees, managers, and administrators to administer and view extensive data (e.g., number management, pickup groups, ACD trunks, reports, fax machines, asset management, ticketing, permissions, cost center management).
During the project, the customer portal platform developed by an external company was reprogrammed internally by Avaya software development and deployed to AOK clients.
Creation of a user and administrator manual for the AOK customer portal.
Leading quality management for the newly created customer portal software according to ITIL guidelines
Review and testing of the user interface design.
Member of Avaya’s QoS team for the customer portal
Creation and review of test cases.
End-to-end tests: PBX -> endpoints -> customer portal software
Error analysis/tracking and coordination of bug fixes
Support for AOK Hesse, kubusIT, AOK Systems, and AOK RPS in tests and technical questions
Management of bug reports (Jira) and coordination between end customers, Avaya project management, and Avaya software development
Change and release manager for introducing new releases (2–3 week intervals)
Gathering customer requirements and coordinating feasibility and budgeting with development and project management
Migration of data from production to test environments
Modifying test data via SQL queries to adapt to possible test scenarios
2nd level support of the service
Support for various AOK clients and their service providers as test manager and customer support for the customer portal platform
Creation of individual test plans for AOK clients
Tools used: Jira, Confluence, SharePoint, Slack, Trello, HeidiSQL

Apr 2016 - Jan 2017

10 months

Test Manager

British Telecom

Responsible test manager on the British Telecom side for the Commerzbank project “Connected”: implementing the replacement of the entire voice infrastructure including all peripheral interfaces at all Commerzbank locations and branches worldwide (>50,000 users).
New systems include:
Cisco Unified CM in multiple clusters
Cisco Jabber
Presence solutions
Verint Voice Recording
WebEx integration
Video conferencing
Trading integration
Call center integration
Collaboration with the Commerzbank test manager to have test cases created by responsible parties tested in the pre-live test environment, evaluate results, and jointly address defect cases with project managers.
Preparing and organizing test cases from various areas of responsibility
Controlling test execution with BT and CoBa testers
Conducting and supporting tests (individual to end-to-end tests)
Maintaining test cases in HPQC
Planning, controlling, and monitoring four test phases according to ITIL guidelines
Documenting test execution and defects (collaborating on error analysis)
Revising test cases in coordination with the customer when deviations occur
Creating a test plan
Monitoring and documenting defect resolution, organizing retests
Daily organization of a test schedule for pre-tests by BT testers
Contributing to the creation of the test concept and test plan
Daily status reports for BT and CoBa project management
Leading and moderating test meetings and daily status teleconferences
Weekly reporting to BT and CoBa project management on test progress (statistics, etc.)
Assessing test cases before and after tests
Managing and evaluating performance analyses and tests
Tools: HP Quality Center, Word, Excel

Feb 2016 - Mar 2016

2 months

Mouscron, Belgium

Project Manager

WTG Westfälische Telefongesellschaft

Overseeing the replacement of network and telecommunication components (Avaya AURA) in the data center at Lufthansa Cargo Future in Hahn and Mouscron.
Recording and revising the as-is status
Coordinating the setup of new components
Planning, coordinating, and supervising the rollout
Tools: Word, Excel

Dec 2015 - Feb 2016

3 months

Germany

Project Manager

First Data Deutschland GmbH

Coordinating the network migration from Frame Relay to MPLS at AT&T Circuits.
13 First Data customers in Ireland, the UK, Italy, Dubai, and Saudi Arabia.
Tools: Word, Skype

Sep 2015 - Oct 2015

2 months

Frankfurt, Germany

Technical Project Manager

Sage Software GmbH

Documenting the hardware of the existing video conferencing system at the Frankfurt location (Cisco WebEx).
Organizing and supervising the FY 2016 kickoff, held via WebEx video conference across seven locations.
Technical discussions and tests with an external video conferencing service provider, PGi.
Organizing an alternative solution for the current sound system at the Frankfurt location.
Researching an alternative solution using Cisco TelePresence.
Tools: Word, Excel, WebEx Video Conference

Apr 2014 - Sep 2015

1 year 6 months

Germany

Technical Project Manager

WTG Westfälische Telefongesellschaft

IT/telecom audit at Kabel Deutschland GmbH
Recording IT/telecom infrastructure in the data center and documentation
Recording server and client applications used in the data center
Recording organizational regulations (release management, etc.)
Recording information on external service providers
Reviewing and evaluating collected data
Creating recommendations on the above points
Creating a communication diagram for the new telecommunication environment of Sheraton Hotels.
Subproject lead Applications & Integrations for the IT-Exchange project of Eplus Customer Services.
Within this project, WTG is responsible for the complete rebuild of the ECS telephony environment. Activities carried out (e.g., in the Eplus data center):
Installation and configuration of the Avaya Interaction Center CTI software
Coordination of the Avaya SAP Connector installation
Subproject management for integrating external applications into the newly built Avaya telecom environment (Avaya AURA, SAP, Kubis, Shrimps, SP-Expert, Datawarehouse, SATMAP)
IP and host name design for approx. 80 new systems
Creating design specifications for subprojects SAP, Kubis, and Shrimps
Coordinating the introduction of a new call recording system from NICE
Defining and implementing call recording rules according to legal and internal regulations
Creating communication matrices and firewall rules
Test environment management
Test management for system, integration, and user acceptance tests (test case and test plan creation, test coordination, tester and test flow management, evaluation of test results).
Release management for introducing new software updates
Coordinating error analysis and correction
Creating various user documentation
Creating technical documentation describing the hardware environment.
User administration for NICE and AIC systems – organizing automated user maintenance (e.g., via LDAP), setting up administrative accounts
Tools: Jira, Confluence, SQL

Jul 2013 - Dec 2014

6 months

Frankfurt, Germany

Technical Consultant

Kreditanstalt für Wiederaufbau

Technical project support for introducing complex test environments
Project title: Professionalization of IT Operations
Subproject: Test System Management
Analyzing planned infrastructure for two major projects in the client/server (e.g., WebSphere, Apache) and IBM mainframe environments
Deriving and designing test environments for these major projects
Collaborating on the business target description for building a pre-production environment and introducing system integration test environments
Designing a questionnaire to determine test system requirements for business-critical legacy systems
Consolidating analysis results from the architecture board of the overall production infrastructure regarding technology used, applications, interfaces, databases, infrastructure

Mar 2012 - Mar 2013

1 year 1 month

Frankfurt, Germany

Technical Project Management and Maintenance

ING-DiBa AG

Technical project support for introducing a new call recording system from NICE:
Gathering functional and technical requirements
Developing the architectural design for production, pre-production, and development environments
Integrating into existing environments
Creating the IT concept in collaboration with business units
Leading and controlling implementation with IT teams (Windows, data center, network, security, voice, storage)
Managing the connection to the Avaya AURA Communication Manager
Evaluating, managing, and supporting the design of all required security measures (network design, firewall settings, redundancy design, load balancing) in the ING-DiBa data center
Defining and implementing call recording and retention rules according to legal regulations (BaFin/MiFID).
Creating and reviewing the test concept
Planning, organizing, and supervising load and performance tests
Organizing the setup of test environments (test environment management)
Test management and execution of technical tests (HP Quality Center)
Business user test management
Supporting user integration (LDAP/AD)
Error analysis and tracking
Successful rollout planning and execution
Creating a user guide for call search and playback
Supporting daily operations:
Training and onboarding a new employee
Maintaining Avaya Interaction Center, Verint call recording, Avaya Enablement Server, PBX configuration
Incident and problem management
Planning, organizing, and executing releases as the responsible release manager

Jan 2010 - Dec 2011

1 year

Germany

System Engineer Release and Configuration Management

Deutsche Telekom Products & Innovation

Technical coordination in the “VoIP Support Systems” team
Planning and overseeing rollouts in cross-system projects and releases as the responsible release manager
Analyzing and presenting the current infrastructure in the data center
Coordinating decommissioning or upgrades of outdated system environments (HW, OS, middleware)
Technical subproject lead in the “Videomeet” project (system architecture, system setup, requirements, documentation, tests)
Supporting and mentoring the team in creating changes
Technical support for rebuilding the web conferencing system (hardware rollout)
Interface to license management, application management, operations, quality management, T-Systems, etc.
Organizing load balancer configurations, network access, database installations, access permissions, DNS
Maintaining the monitoring manual for VoIP support systems
Technical support for IPv6 introduction
Project management for “IVR-based authentication”
Environment: Genesys

Apr 2009 - Dec 2010

1 year 9 months

Germany

System Engineer Voice Value-Added Services

DB Systel GmbH

Technical subproject lead in value-added services within the Deutsche Bahn project “company-wide VoIP.”
Participating in the design, setup, and introduction of value-added services in the DB Systel test data center as part of the test setup for the Cisco VoIP solution.
Components:
Voicemail (Cycos mrs by Siemens Enterprise)
Announcement service (IVR by Siemens Enterprise)
Unified Messaging (UMS by Siemens Enterprise)
CTI (Click2Call by Cisco) integration into IP telephony
VoIP softphone (IP Communicator by Cisco)
Teleconference system (Meetingplace by Cisco)
Lotus Notes Sametime integration (Presence by Cisco)
Activities:
Gathering requirements
Connecting systems to Cisco CallManager
Project tracking
Concept, test management, and execution of acceptance-relevant system tests
Supporting the setup of a complex test environment (test environment management)
Architecture and system design of the voicemail system for 40,000 users in the live network
Supporting user integration (LDAP/AD)
Coordinating DB Systel departments with the supplier during system setup and integration into the VoIP PBX CUCM
Supervising pilot phase and field test for VoIP setup in the data center
Creating user and system documentation
Project-based introduction of “Systems” processes in the “Telematic” environment (tools for incident and change creation and monitoring, defect reporting tools, release handling, databases)
Designing the company-wide voice user database for CUCM, Cycos mrs, CUMP, and CUPS systems
Technical environment: Cisco Unified Communication Manager (CUCM), Cycos mrs, Lotus Domino/Sametime, LDAP

Dec 2003 - Jan 2004

2 months

Germany

IT Support and Consulting

Sogec Marketing GmbH

Definition of database specifications
Creation of statistical analyses
IT consulting for project execution

Oct 2003 - Apr 2004

7 months

Germany

IT Consultant

Allgemeine Deutsche Direktbank AG

Design and development of a CTI client application (C++) for call transfers within the call center based on the Lucent CTI server system “CTITalent” (October 2003).
Switching the communication interface of the CTI-Talent software to socket communication. Corresponding adjustments in all server and client modules (November 2003 – April 2004).

Jun 2003 - Dec 2009

5 years 7 months

Frankfurt, Germany

Software Development and IT Project Management

ING-DiBa AG

Architecture design for the future CTI environment regarding the relocation of all components to data centers and centralization and consolidation of PBXs
Project tracking
Gathering requirements
Budget calculation
Supporting tender processes
Selection and evaluation of hardware components
Preparing software upgrades
Requirements analysis and liaison with business units
Creating IT concepts
Producing extensive system and user documentation
Test management and execution of business and technical tests
Architecture design and implementation of the Avaya Interaction Center CTI system (14 servers, 3 sites, 1,500 agents)
Architecture design and implementation of the Avaya Contact Store call recording system (10 servers, 3 sites)
Architecture design and implementation of Avaya Enablement Services (6 servers, 3 sites)
Architecture design and implementation of test environments for all CTI systems (test environment management)
Coordinating interfaces with customer teams: UNIX, Windows client, Windows server, databases, application support, security, SAN data
Supporting and advising on CTI integration of the bank’s customer dialog application (softphone) and Siemens IVR
Business analysis and consulting on user interface design for call center employee software in coordination with the relevant business unit.
Defining the interfaces of an OCX for connecting the ING-DiBa softphone to AIC with LDAP/AD integration
Specifying a proprietary SNMP process for AIC to send error messages to the bank’s monitoring system @friend (Active Friend, Siemens)
Specifying a proprietary process for device-independent monitors of all endpoints in customer dialogs
Defining call recording rules according to BaFin regulations.
Central point of contact and consultant for all CTI matters, projects, and issues at ING-DiBa AG
Contributing to implementing the IT landscape in the data center according to ITIL guidelines

Jan 2002 - Oct 2004

2 years 10 months

Germany

Service, Support, and Development (CTI-Server Systems “CTITalent”)

Avaya Germany GmbH

Service, support, and development for Avaya regarding the CTI server system “CTITalent” (on-call basis).
Creating a feasibility analysis for merging two call centers in terms of software commonalities and differences (August 2002).

Jan 2002 - Jun 2003

1 year 6 months

Nuremberg, Germany

IT Consultant

Entrium Direct Bankers AG

Various CTI and IT support, as well as error analyses, system and configuration reviews

Jan 2002 - Mar 2002

3 months

Germany

Software and Hardware Architecture Design

Westfälische Provinzial Versicherung AG

Developing client software to display queue and agent status information at agent workstations for the main office (Avaya Definity, Windows NT)
Creating a server program:
Accessing online data provided via socket connections on Avaya CMS (Sun)
Accessing historical daily data provided via an ODBC connection on Avaya CMS (Sun)
Creating a client program:
Graphical and text display of daily data to view current queue and agent information across the entire call center, plus a primary skill
Creating user and system manuals

Jul 2001 - Dec 2002

6 months

Darmstadt, Germany

Project Manager

Sikom Software GmbH

Service, support, and development for Avaya regarding the CTI server system
Building the Darmstadt site: planning, procuring, and installing infrastructure (telecom, servers, etc.).
DAK Deutsche Angestellten Krankenkasse:
Project management for introducing and installing Sikom’s proprietary speech recognition software “Voiceman”
Initial integration of the software with the Nortel Meridian PBX
Requirements engineering for DAK helpdesk frontend software
User interface design for DAK helpdesk
Monitoring and controlling software development, troubleshooting, and quality management
Crisis management
Creating specifications, user documentation, and a system manual

Jan 2001 - Jun 2001

6 months

Darmstadt, Germany

Project Manager

Authensis AG, Central Region

Service, support, and development for Avaya regarding the CTI server system
Specifying a license management system for the Authensis ACD system “Achat”
Specifying an email adapter for intelligent email distribution to integrate into the Authensis ACD system “Achat”
Supporting Authensis in building (Darmstadt) and expanding (other locations) the infrastructure (e.g., using the CVS software management tool)

Sep 1997 - Dec 2000

3 years 4 months

Weiterstadt, Germany

Senior Software Engineer

Lucent/Avaya Technologies Professional Services

Comdirect Bank AG call center
Project management, specification, and implementation of a CTI server system for voice-data integration
Of the IVR system
Of the call recording system
Of the Lucent Definity G3x PBX
Of the frontend applications
Specifying APIs for IVR, VLU, and frontend
Team: 5 FTE
AIX, C++, CTI middleware IBM CallPath, message router pipes
Expanding and further developing this system, e.g., into a virtual, location-spanning CTI server system.
Presales and project management for integrating and customizing the CTI server system at three other German banks and one French direct bank:
Comdirect Bank AG in Kiel
Comdirect Bank AG in Paris
Commerz Service GmbH in Essen
Commerzbank AG (test field in Frankfurt/Main)
Allgemeine Deutsche Direktbank AG in Frankfurt/Main
Allgemeine Deutsche Direktbank AG in Hannover
Entrium Direct Bankers AG in Nuremberg
Presales and conducting various CTI workshops to capture customer-specific CTI requirements, e.g., at
Stadtsparkasse Köln
Postbank headquarters Bonn
Prompter AG
Swisscom AG
Specification and project management of various CTI integrations (e.g., host-based routing projects) at
Vorwerk & Co.
DHL Worldwide Express
Additional activities:
Specifying a Java softphone for CTI server connection
Training and onboarding new staff
Advising and supporting customers and BCS staff on integration and CTI call center topics
Sales and presales support
Monitoring software development work within the department

Jul 1995 - Aug 1997

2 years 2 months

Weiterstadt, Germany

Software Development Engineer

Triple C GmbH

Developing internal department programming guidelines
Creating a specification for a Windows 3.11 GUI application for freely configurable, user-specific statistical analysis and online display of Informix ACD data from the Siemens HiCom 300 PBX, called “Reportgenerator”
Implementing the report generator under Borland C++: specifying and implementing the extension of the report generator to the ACD V2.5 of the Siemens HiCom 300 PBX, called “ReportView”

Nov 1992 - Jun 1995

2 years 8 months

Dreieich, Germany

System Engineer

LH Integration

New development and enhancement of an external ACD for the Siemens HiCom, ICD/2 PBX based on IBM OS/2 in C++
Specifying and implementing server and client components, tools, and libraries
Interface between ICD and voice response units (IVR), automatic generation of multilingual text files
Developing internal department programming guidelines
Supporting the quality assurance team
Project management

Mar 1988 - Nov 1992

4 years 9 months

Frankfurt, Germany

System Engineer

Cap Gemini Deutschland GmbH (subsequently Cap Gemini SCS BeCom GmbH and Cap Debis BeCom GmbH)

Specifying and implementing a test system for the in-house real-time multitasking operating system SRE/86 on PC/AT, DOS, Turbo Pascal, MS Pascal, MS assembler
Implementing a multitasking application for presenting SRE/86 at trade shows: controlling three robot arms
Specifying and implementing a software package (INTERGRAF) for capturing, statistically analyzing, and graphically preparing measurement data in a PC-based process control system
Realizing a test suite for approval tests of X.21 data end devices (NET1)
Project management, planning, high-level and detailed specification, and implementation of an analysis system for the Intergraf software (see above)
Developing mobility management software (MM) in Layer 3 for a GSM mobile station in the D1 network (team: 30 FTE, VAX/VMS, SDL, C, custom development tools)