Ralph G. - Subproject Lead

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Hemer, Germany

Experience

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 software house RISE, was successfully rolled out to all 87 affiliated statutory health insurers on January 1, 2021. Insured persons can download their insurers' ePAs from the Apple or Google app stores and use them on a voluntary basis to archive their medical documents - and, if needed, share them with their doctors to avoid, for example, duplicate treatments.
As part of the project assignment, the functionality of the ePA app for iOS and Android mobile devices as well as the Windows and macOS desktop application was tested, including:
Basic, smoke, and regression testing
Tests for new app releases to obtain approvals
Tests for new component releases to obtain approvals
Test case creation and their extensions and adaptations 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 Data Processing Center

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 tokens
Secure boot sticks
User access credentials
This included:
Conducting an inventory of the current procedure.
Documenting special cases and deviations in the police, justice, and Hessian state parliament sectors.
Defining general and access-media-specific requirements.
Developing a concept for the future approach to procedure standardization in two stages - initial implementation variant and full implementation.
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 Data Processing Center

Subproject lead and collaboration on process definition and implementation as part of the Online Access Act implementation for the following projects at the Hessian Data Processing Center:
Registration procedure for care and nursing 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 Deutschland GmbH

In the context of Avaya's redesign of the telecommunications environment at AOK, a web-based application (customer portal) was developed to enable AOK employees, managers, and administrators to administer and access extensive data (e.g., number management, pickup groups, ACD hunt groups, reports, fax devices, asset management, ticketing, permission assignment, cost center management).
Over the course of the project, the customer portal platform developed by an external company was internally reprogrammed by Avaya software development and deployed with the AOK clients.
Created user and administrator manuals for the AOK customer portal.
Lead quality management for the newly created customer portal software based on 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: telephone system -> devices -> customer portal software.
Error analysis/tracking and organization of error resolution.
Support for AOK Hessen, kubusIT, AOK Systems, and AOK RPS during tests and technical inquiries.
Management of error reports (Jira) and coordination between end customers, Avaya project management, and Avaya software development.
Change and release manager for the introduction of new releases (2-3 week intervals).
Gathering customer requirements and coordinating with development and project management regarding feasibility and budgeting.
Migration of data from production to test data.
Modification of test data via SQL queries to adapt to possible test scenarios.
2nd level support for the service.
Support of various AOK clients and their service providers as test manager and customer support for the customer portal platform.
Creation of individual test plans for the 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 Commerzbank project "Connected": replacing the entire voice infrastructure including all peripheral interfaces at all Commerzbank sites and branches worldwide (>50,000 users).
New systems include:
Cisco Unity Call Manager in several clusters
Cisco Jabber
Presence solutions
Verint Voice Recording
WebEx integration
Video conferencing
Trading integration
Call center integration
Working with the Commerzbank test manager to test the test cases created by the responsible teams in the pre-live test environment, evaluate the results, and work through errors together with the project managers.
Preparing and organizing test cases from the different areas of responsibility
Managing test execution with BT and CoBa testers
Performing and supporting tests (single tests up to end-to-end tests)
Maintaining test cases in HPQC
Planning, managing, and controlling the four test phases according to ITIL guidelines
Documenting test execution and errors (participating in error analysis)
Revising test cases in case of deviations in coordination with the customer
Creating a test plan
Monitoring and documenting bug fixes, organizing re-tests
Daily organization of a test schedule for pre-tests by BT testers
Participating in creating the test concept and test plan
Daily creation of status reports for the BT and CoBa project management
Leading and moderating test meetings and daily status conference calls
Weekly reporting to the BT and CoBa project management on test progress (statistics, etc.)
Evaluating 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

Managing the replacement of network and telecommunication components (Avaya AURA) in the data centers for Lufthansa Cargo Future in Hahn and Mouscron.
Recording and updating the current state
Coordinating the setup of the new components
Planning, aligning, and supporting 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 videoconferencing system at the Frankfurt site (Cisco WebEx).
Organizing and supporting the kickoff for FY 2016. This was conducted via a WebEx videoconference across seven locations.
Technical discussions and tests with an external videoconference service provider, PGi.
Organizing an alternative solution for the current sound system at the Frankfurt site.
Researching an alternative solution using Cisco TelePresence.
Tools: Word, Excel, WebEx Videoconference

Apr 2014 - Sep 2015

1 year 6 months

Germany

Technical Project Manager

WTG Westfälische Telefongesellschaft

IT/telecom audit at Kabel Deutschland GmbH
Recording the IT/telecom infrastructure in the data center and documenting it
Documenting the server and client applications used in the data center
Recording the organizational procedures (release management, etc.)
Documenting information about external service providers
Reviewing and evaluating the collected data
Making recommendations on the above points
Creating a communication diagram for the new telephony environment of Sheraton Hotels.
Subproject management for Applications & Integrations in the IT-Exchange project of Eplus Customer Services.
As part of this project, WTG is responsible for the complete rebuild of the ECS telephony environment. The following activities (among others in the Eplus data center) were carried out:
Installing and configuring the CTI software Avaya Interaction Center
Coordinating the installation of the Avaya SAP Connector
Subproject management for integrating external applications into the newly built Avaya telephony environment (Avaya AURA, SAP, Kubis, Shrimps, SP-Expert, Datawarehouse, SATMAP)
Designing IP and host names for about 80 new systems
Creating design specifications for the SAP, Kubis, and Shrimps subprojects
Coordinating the implementation of a new call recording system from NICE
Defining and implementing call recording rules according to legal and internal customer regulations
Creating communication matrices and firewall rules
Managing the test environment
Test management for system tests, integration tests, and user acceptance tests (creating test cases and test plans, managing and coordinating tests, testers, and test processes, analyzing test results)
Release management for deploying new software updates
Coordinating error analysis and correction
Creating various user documentation
Creating technical documentation describing the hardware environment
User management for the NICE and AIC systems – organizing automated user maintenance (e.g., via LDAP), 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
Analysis of the planned infrastructure for two large-scale projects in the client/server (including WebSphere, Apache) and IBM mainframe environments
Derivation and design of test environments for these large-scale projects
Participation 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
Consolidation of the analysis results from the architecture board of the overall production infrastructure regarding the technology used, applications, interfaces, databases, infrastructure

Mar 2012 - Mar 2013

1 year 1 month

Frankfurt, Germany

Technical Project Lead and Maintenance

ING-DiBa AG

Technical project support for the introduction of a new NICE call recording system:
Gathering requirements on a business and technical level
Developing the architecture design for the production, pre-production, and development environments
Integration into the existing environments
Creating the IT concept together with the business units
Leading and controlling the implementation in cooperation with the IT teams (Windows, datacenter, network, security, voice, storage)
Managing the connection to the Avaya AURA Communication Manager
Evaluating, controlling, and supporting the design of all required security measures (network design, firewall settings, redundancy design, load balancing) in ING-DiBa's 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 overseeing load and performance tests
Organizing the setup of the 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
Supporting daily operations:
Training and onboarding a new employee
Maintaining systems: Avaya Interaction Center, Verint call recording, Avaya Enablement Server, configuring the Avaya PBX
Incident and problem management
Planning, organizing, and conducting releases as the responsible release manager

Jan 2011 - 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 monitoring rollouts for cross-system projects and releases as responsible release manager
Analysis and presentation of the current infrastructure in the data center
Coordination of system decommissioning or upgrading outdated system environments (hardware, OS, middleware)
Technical subproject management in the 'Videomeet' project (system architecture, system setup, requirements, documentation, tests)
Supporting and training the team in creating changes
Technical support for the rebuild of the web conferencing system (hardware rollout)
Interface to license management, application management, operations, quality management, T-Systems, etc.
Organizing load balancer configurations, network enablements, database installations, access permissions, DNS
Maintaining the monitoring handbook 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 management in the area of value-added services in the Deutsche Bahn group-wide VoIP project
Collaboration in the design, setup, and introduction of value-added services in the DB Systel test data center for 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 in IP telephony
VoIP softphone (IP Communicator by Cisco)
Conference call system (Meetingplace by Cisco)
Lotus Notes Sametime integration (Presence by Cisco)
Activities:
Gathering requirements
Connecting the systems to Cisco CallManager
Project tracking
Designing, test management, and execution of acceptance-relevant system tests
Support in building a complex test environment (test environment management)
Architecture and system design of the voicemail system for 40,000 users in the live network
Support for user integration (LDAP/AD)
Coordination of DB Systel departments with the vendor for system setup and system connection to the CUCM VoIP telephone system
Supervision of the pilot phase and field test during 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)
Design of the company-wide voice user database for the systems CUCM, Cycos mrs, CUMP, and CUPS
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

Defining database descriptions
Creating statistical analyses
IT consulting for project implementation

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).
Switching the communication interface of the CTITalent software to socket communication. 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 the 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 specialist departments
Developing 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 dialogue application (softphone) and the Siemens IVR
Business analysis and consulting in the design of the user interface for the employee call center software in coordination with the relevant department
Definition of the interfaces of an OCX for connecting the ING-DiBa softphone to AIC with integration into LDAP/AD
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 monitoring of all devices in customer dialogue
Definition of call recording rules according to BaFin regulations
Central contact and advisor for all CTI questions, projects, and issues at ING-DiBa AG
Collaboration 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 as needed)
Creation of a feasibility analysis for merging two call centers based on software-related similarities 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

Development of client software to display queue and agent status information at agent workstations for the head office (Avaya Definity, Windows NT)
Development of a server program:
Access to online data provided by socket connections on the Avaya CMS (Sun)
Access to historical daily data provided via an ODBC connection on the Avaya CMS (Sun)
Development of a client program:
Graphical and text display of daily data for viewing current queue and agent information across the entire call center, as well as a primary skill
Creation of a user manual and a system manual

Jul 2001 - Dec 2001

6 months

Darmstadt, Germany

Project Manager

Sikom Software GmbH

Service, support and further development for Avaya regarding the CTI server system
Setting up the Darmstadt site: planning, procurement and installation of infrastructure (telephony, 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 telephony system
Requirements engineering for the DAK helpdesk frontend software
User interface design for the DAK helpdesk
Monitoring and control of 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

Service, support and further development for Avaya regarding the CTI server system
Specification of a license management system for the Authensis ACD system "Achat"
Specification of an email adapter for intelligent distribution of emails, integrated into the Authensis ACD system "Achat"
Supporting Authensis in setting up (Darmstadt) and expanding (other sites) the infrastructure (including 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 telephony system
The frontend applications
Specification of APIs for IVR, VLU and the frontend
Team: 5 members
AIX, C++, CTI middleware IBM Callpath, message router pipes
Expansion and further development of this system, among other things into a virtual, multi-site CTI server system
Presales and project management of the integration and customer-specific customization of the CTI server system at three additional 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 environment in Frankfurt/Main)
Allgemeine Deutsche Direktbank AG in Frankfurt/Main
Allgemeine Deutsche Direktbank AG in Hannover
Entrium Direct Bankers AG in Nürnberg
Presales and conducting various CTI workshops to gather customer-specific CTI requirements, including at:
Stadtsparkasse Köln
Postbank main branch 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
Other activities:
Specification of a Java softphone to connect to the CTI server
Training and onboarding of new employees
Consulting and support for customers and BCS employees on integration and CTI call center-specific 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
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 telephony system, called "Reportgenerator"
Implementing the Reportgenerator under Borland C++: specification and implementation of the extension of the Reportgenerator to the ACD V2.5 of the Siemens HiCom 300 telephony system, 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 telephony system 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 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 (later Cap Gemini SCS BeCom GmbH and Cap Debis BeCom GmbH)

Specification and implementation of a test system for the in-house real-time multitasking operating system SRE/86 on PC/AT, DOS, using Turbo Pascal, MS Pascal, and MS assembler
Implementation of a multitasking application for presenting SRE/86 at trade shows: control of 3 robot arms
Specification and implementation of a software package (INTERGRAF) for collecting, statistical analysis, and graphical presentation of measurement data in a PC-based process control system
Development of a test suite for approval testing 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 on the D1 network (team: 30 employees, VAX/VMS, SDL, C, customer-specific development tools)