Ralph G. - Subproject Lead

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Hemer, Germany

Experience

Aug 2023 - Oct 2024

1 year 3 months

Subproject Lead

Various small projects

Subproject leadership
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 group and the RISE software house, was successfully made available to all 87 connected statutory health insurers on January 1, 2021. Insured persons can download their ePAs from their health insurers in the Apple or Google App Stores and use them on a voluntary basis to archive their medical documents – and share them with their doctors if needed to avoid duplicate treatments, for example.
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 and regression tests
Tests for new app releases for approvals
Tests for new component releases for approvals
Test case creation and its extensions and adaptations to new releases
Test design and test plan creation
Defect management
Communication and coordination with business units, technical teams 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 login tokens
Secure boot sticks
User access credentials
A survey of the currently used procedure was carried out.
Special features and deviations in the police, justice and Hessian State Parliament departments were recorded.
General requirements and access-media-specific prerequisites were defined.
A concept for future action regarding process standardization in two stages – initial implementation variant and full implementation – was created.
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 Lead

Hessian Center for Data Processing

Subproject management and collaboration in process definition and implementation as part of the Online Access Act for the following projects of the Hessian Center for Data Processing:
Notification procedures for care and nursing facilities
Operating cost subsidies for day-care centers
Money laundering prevention
Export of medical devices
Tools used: SharePoint, Skype, Word, Excel

Oct 2017 - Apr 2020

2 years 7 months

Germany

Test and Quality Manager, Customer Advisor, Release Manager

Avaya Deutschland GmbH

As part of the redesign of AOK’s telecommunications environment by Avaya, a web-based application (customer portal) was developed to allow AOK employees, managers, and administrators to manage and view extensive data (e.g. number administration, pickup groups, ACD hunt groups, reports, fax devices, asset management, ticketing, permission assignment, cost center management).
During the project, the customer portal platform originally developed by an external company was reprogrammed in-house by Avaya software development and deployed to AOK clients.
Created a user and administrator manual for the AOK customer portal.
Led quality management for the newly developed customer portal software according to ITIL guidelines.
Reviewed and tested the user interface design.
Member of Avaya’s QoS team for the customer portal.
Created and reviewed test cases.
Conducted end-to-end tests: phone system -> devices -> customer portal software.
Performed error analysis/tracking and organized bug fixes.
Supported AOK Hessen, kubusIT, AOK Systems, and AOK RPS with testing and technical questions.
Managed bug reports (Jira) and coordinated between end customers, Avaya project management, and Avaya software development.
Served as change and release manager for rolling out new releases (2–3 week intervals).
Collected customer requirements and coordinated feasibility and budgeting with development and project management.
Migrated data from production to test environments.
Modified test data via SQL queries to fit different test scenarios.
Provided second-level support for the service.
Acted as test manager and customer advisor for various AOK clients and their service providers on the customer portal platform.
Created 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 for British Telecom on 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 included:
Cisco Unity Call Manager in multiple clusters
Cisco Jabber
Presence solutions
Verint Voice Recording
WebEx integration
Video conferencing
Trading integration
Call center integration
Collaborated with the Commerzbank test manager to have the test cases prepared by stakeholders run in the pre-live test environment, evaluate the results, and work through issues with the project managers.
Prepared and organized test cases from different areas of responsibility.
Managed test execution with BT and CoBa testers.
Conducted and supported tests (individual tests up to end-to-end tests).
Maintained test cases in HPQC.
Planned, managed, and controlled the four test phases according to ITIL guidelines.
Documented test execution and bug cases (assisted in error analysis).
Revised test cases when deviations occurred, in coordination with the client.
Created a test plan.
Monitored and documented bug fixes, organized re-tests.
Organized a daily test schedule for BT testers to run preliminary tests.
Contributed to creating the test concept and test plan.
Produced daily status reports for BT and CoBa project management.
Led and moderated test meetings and daily status conference calls.
Provided weekly reports on test progress to BT and CoBa project management (statistics, etc.).
Reviewed test cases before and after testing.
Managed and evaluated performance analyses and tests.
Tools used: HP Quality Center, Word, Excel

Feb 2016 - Mar 2016

2 months

Mouscron, Belgium

Project Manager

WTG Westfälische Telefongesellschaft

Managed the replacement of network and telecom components (Avaya AURA) in the data center for Lufthansa Cargo Future in Hahn and Mouscron.
Collected and updated the current state documentation.
Coordinated the setup of new components.
Planned, aligned, and supported the rollout.
Tools used: Word, Excel

Dec 2015 - Feb 2016

3 months

Germany

Project Manager

First Data Deutschland GmbH

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

Sep 2015 - Oct 2015

2 months

Frankfurt, Germany

Technical Project Manager

Sage Software GmbH

Documented the hardware of the existing video conferencing system at the Frankfurt location (Cisco WebEx).
Organized and supported the kickoff for FY 2016, which was conducted via WebEx video conference across seven locations.
Held technical discussions and tests with an external video conferencing provider, PGi.
Organized an alternative solution for the current sound system at the Frankfurt location.
Researched an alternative solution using Cisco TelePresence.
Tools used: Word, Excel, WebEx video conferencing

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 documenting it
Cataloguing the server and client applications used in the data center
Documenting the organizational policies (release management, etc.)
Collecting information on external service providers
Reviewing and assessing the collected data
Creating recommendations on the above points
Creating a communication diagram for the new telecom environment of the Sheraton Hotels
Subproject lead for Applications & Integrations in the IT-Exchange project of Eplus Customer Services
As part of this project, WTG was responsible for the complete overhaul of ECS's telephony environment. The following tasks were carried out (including in Eplus's data center):
Installing and configuring the CTI software Avaya Interaction Center
Coordinating the installation of the Avaya SAP connector
Subproject lead for integrating external applications into the newly built Avaya telecom environment (Avaya AURA, SAP, Kubis, Shrimps, SP-Expert, data warehouse, SATMAP)
Designing IP addresses and host names for about 80 new systems
Creating design specifications for the SAP, Kubis, and Shrimps subprojects
Coordinating the introduction of a new call recording system from NICE
Defining and implementing call recording rules in line with legal and internal customer regulations
Creating communication matrices and firewall rules
Managing test environments
Test management for system, integration, and user acceptance tests (creating test cases and the test plan, directing and coordinating tests, testers and test procedures, evaluating test results)
Release management for rolling out new software updates
Coordinating the analysis and correction of errors
Creating various user documentation
Writing technical documentation to describe the hardware environment
User administration for NICE and AIC systems – organizing automated user management, including via LDAP, and setting up administrative accounts
Tools: Jira, Confluence, SQL

Jul 2013 - Dec 2013

6 months

Frankfurt, Germany

Technical Consultant

Kreditanstalt für Wiederaufbau

Technical project support for the introduction of complex test environments
Project name: IT Operations Professionalization
Subproject: Test system management
Analyzing the planned infrastructure for two large-scale projects in the client/server environment (including Websphere, Apache) and the IBM mainframe environment
Deriving and designing test environments for these large projects
Participating in the business target description for setting up a pre-production environment and introducing system integration test environments
Designing a questionnaire to determine the test system requirements for business-critical legacy systems
Consolidating analysis results from the architecture board of the overall production infrastructure regarding technologies used, applications, interfaces, databases, and infrastructure

Mar 2012 - Mar 2013

1 year 1 month

Frankfurt, Germany

Technical Project Management and Maintenance

ING-DiBa AG

Technical project support for the introduction of a new call recording system from NICE:
Gathering the functional and technical requirements
Developing the architecture design for the production, pre-production, and development environments
Integrating into the existing environments
Creating the IT concept in collaboration with the business departments
Leading and controlling the implementation in cooperation 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 necessary security measures (network design, firewall settings, redundancy design, load balancing) in ING-DiBa’s data center
Defining and implementing the call recording and retention rules according to legal regulations (BaFin/MiFID)
Creating and reviewing the test concept
Planning, organizing, and overseeing the execution of load and performance tests
Organizing the setup of test environments (test environment management)
Test management and execution of technical tests (HP Quality Center)
Test management for business user tests
Supporting user integration (LDAP/AD)
Error analysis and tracking
Successful rollout planning and execution
Creating user documentation for call search and playback
Support in daily business:
Training and onboarding of a new employee
System maintenance for Avaya Interaction Center, Verint call recording, Avaya Enablement Server, and Avaya PBX configuration
Incident and problem management
Planning, organizing, and executing releases as the responsible release manager

Jan 2011 - Dec 2011

1 year

Germany

Systems Engineer Release and Configuration Management

Deutsche Telekom Products & Innovation

Technical coordination in the 'VoIP Support Systems' team
Planning and overseeing rollouts for cross-system projects and releases as the responsible release manager
Analyzing and documenting the current data center infrastructure
Coordinating the decommissioning or upgrade of outdated system environments (HW, OS, middleware)
Technical subproject lead in the 'Videomeet' project (system architecture, system setup, requirements, documentation, tests)
Supporting and training the team in creating changes
Technical support for rebuilding the web conferencing system (hardware rollout)
Liaison to license management, application management, operations, quality management, T-Systems, etc.
Organizing load balancer configurations, network activations, database installations, access permissions, DNS
Maintaining the monitoring manual for VoIP support systems
Technical support for IPv6 implementation
Project management for 'IVR-based authentication'
Environment: Genesys

Apr 2009 - Dec 2010

1 year 9 months

Germany

Systems Engineer Voice Value-Added Services

DB Systel GmbH

Technical subproject lead for value-added services in the Deutsche Bahn 'corporate-wide VoIP' project
Contributing to the design, setup, and introduction of value-added services in the DB Systel test data center as part of the Cisco VoIP solution test environment
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)
Conference calling system (Meetingplace by Cisco)
Lotus Notes Sametime integration (Presence by Cisco)
Activities:
Gathering requirements
Connecting the systems to the Cisco Call Manager
Project tracking
Designing, test management, and execution of acceptance-related system tests
Supporting the setup of a complex test environment (test environment management)
Architecting and system design of the voicemail system for 40,000 users in the production network
Supporting user integration (LDAP/AD)
Coordinating DB Systel departments with the vendor for system setup and integration of the system with the CUCM VoIP telephone system
Supporting the pilot phase and field test for the VoIP setup in the data center
Creating user and system documentation
Project-related introduction of 'Systems' processes in the 'Telematic' environment (tools for incident and change creation and monitoring, error reporting tools, release handling, databases)
Designing the corporate-wide voice user database for the 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 descriptions
Creation of statistical evaluations
IT consulting during 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 transferring calls within the call center based on the Lucent CTI server system "CTITalent" (October 2003).
Converted the communication interface of the CTITalent software to socket communication. Made corresponding adjustments in all server and client modules (November 2003 - April 2004).

Jun 2003 - Dec 2008

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 the data centers and the centralization and consolidation of telephone systems
Project tracking
Gathering requirements
Budget calculation
Support for tenders
Selection and evaluation of hardware components
Preparation of the software upgrade
Requirements analysis and liaison with the specialist departments
Creating IT concepts
Creating comprehensive system and user documentation
Test management and execution of functional and technical tests
Architecture design and implementation of the CTI system Avaya Interaction Center (14 servers, 3 locations, 1500 agents)
Architecture design and implementation of the call recording system Avaya Contact Store (10 servers, 3 locations)
Architecture design and implementation of Avaya Enablement Services (6 servers, 3 locations)
Architecture design and implementation of test environments for all CTI systems (test environment management)
Coordination of interfaces with customer teams: UNIX, Windows client, Windows server, databases, application support, security, SAN data
Support and consulting for the CTI integration of the bank's customer dialog application (softphone) and the Siemens IVR
Business analysis and consulting on the design of the user interface for the employee call center software in coordination with the relevant department.
Defining the interfaces of an OCX for connecting the ING-DiBa softphone to AIC with LDAP/AD integration
Specification of a proprietary SNMP process for AIC to send error messages to the bank's monitoring system @friend (Active Friend, Siemens)
Specification of a proprietary process for login-independent monitors of all devices in the customer dialog
Defining call recording rules according to BaFin regulations.
Main contact and consultant for all CTI issues, projects, and problems at ING-DiBa AG
Participation in implementing the IT landscape in the data center according to ITIL guidelines

Jan 2002 - Oct 2004

2 years 10 months

Germany

Service, Support and Further Development (CTI-Server System "CTITalent")

Avaya Deutschland GmbH

Service, support and further development for Avaya regarding the CTI server system "CTITalent" (on-call by day)
Created 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 analysis, system and configuration checks

Jan 2002 - Mar 2002

3 months

Germany

Software and Hardware Architecture Design

Westfälische Provinzial Versicherung AG

Creating a client software to display queue and agent status information at agent workstations for the head office (Avaya Definity, Windows NT)
Creating a server program:
Accessing online data provided via socket connections on the Avaya CMS (Sun)
Accessing historical daily data provided via an ODBC connection on the 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, as well as the primary skill
Creating a user manual and a system manual

Jul 2001 - Dec 2001

6 months

Darmstadt, Germany

Project Manager

Sikom Software GmbH

Providing service, support and further development for the Avaya CTI server system
Setting up the Darmstadt site: planning, acquiring and installing the infrastructure (telecom, servers, etc.)
DAK Deutsche Angestellten Krankenkasse:
Project management for the introduction and installation of Sikom's own speech recognition software 'Voiceman'
Initial integration of the software with the Nortel Meridian PBX
Requirements engineering for the DAK helpdesk front-end software
Designing the user interface for the DAK helpdesk
Monitoring and managing 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 Division

Providing service, support and further development for the Avaya CTI server system
Specifying a license management system for the Authensis ACD system 'Achat'
Specifying an email adapter for intelligent distribution of emails to integrate into the Authensis ACD system 'Achat'
Supporting Authensis in building up (Darmstadt) and expanding (other sites) the infrastructure (including the use of the CVS software management tool)

Sep 1997 - Dec 2000

3 years 4 months

Weiterstadt, Germany

Senior Software Engineer

Lucent/Avaya Technologies Professional Services

Call center for Comdirect Bank AG
Project management, specification and implementation of a CTI server system for voice-data integration
The voice response system
The voice recording system
The Lucent Definity G3x telephone system
The frontend applications
Specification of APIs for IVR, VLU and frontend
Team: 5 members
AIX, C++, CTI Middleware IBM Callpath, message router pipes
Expanding and further developing this system, including creating a virtual, cross-site CTI server system
Presales and project management of integration and customer-specific customization of the CTI server system at three additional German banks and a French direct bank:
Comdirect Bank AG in Kiel
Comdirect Bank AG in Paris
Commerz Service GmbH in Essen
Commerzbank AG (test environment in Frankfurt am Main)
Allgemeine Deutsche Direktbank AG in Frankfurt am Main
Allgemeine Deutsche Direktbank AG in Hanover
Entrium Direct Bankers AG in Nuremberg
Presales and delivery of various CTI workshops to gather customer-specific CTI requirements, including at
Stadtsparkasse Köln
Postbank head office in Bonn
Prompter AG
Swisscom AG
Specification and project management of various CTI integrations (including host-based routing projects) at
Vorwerk & Co.
DHL Worldwide Express
Other activities:
Specifying a Java softphone for integration with the CTI server
Training and onboarding of new employees
Advising and supporting customers and BCS staff on integration and CTI call center-related issues
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 programming guidelines for the department
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 telephone system, called 'Reportgenerator'
Implementing the Reportgenerator in Borland C++: specifying and implementing the extension of the Reportgenerator to the ACD V2.5 of the Siemens HiCom 300 telephone system, called 'ReportView'

Nov 1992 - Jun 1995

2 years 8 months

Dreieich, Germany

Systems Engineer

LH Integration

Development and improvement of an external ACD for the Siemens HiCom PBX, ICD/2 based on IBM OS/2 in C++
Specification and implementation of 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

Systems Engineer

Cap Gemini Germany GmbH (later Cap Gemini SCS BeCom GmbH and Cap Debis BeCom GmbH)

Specification and implementation of a test system for the company's real-time multitasking operating system SRE/86 on PC/AT, DOS, Turbo Pascal, MS Pascal, MS Assembly
Implementation of a multitasking application for presenting SRE/86 at trade shows: control of three robot arms
Specification and implementation of a software package (INTERGRAF) for capturing, statistical analysis, and graphical presentation of measurement data in a PC-based process control system
Implementation of a test suite for certification tests of X.21 data terminal equipment (NET1)
Project management, planning, high-level and detailed specifications, and implementation of an evaluation system for the INTERGRAF software (see above)
Development of mobility management (MM) software in Layer 3 for a GSM mobile station in the D1 network (team: 30 people, VAX/VMS, SDL, C, custom development tools)