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 made available to all 87 affiliated statutory health insurers on January 1, 2021. Insured persons can download their health insurers' ePAs from 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 applications 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 adaptations for new releases
Test design and test planning
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

Hessische Zentrale für Datenverarbeitung

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
In doing so, the following was carried out:
An inventory of the currently used procedure was taken.
Special features and deviations in the police, justice, and the Hessian state parliament departments were recorded.
General necessary and access-media-specific requirements were defined.
A concept for future procedure 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 introducing a new logistics system and replacing the existing legacy system
Creation of a training concept

Aug 2020 - Jun 2021

11 months

Germany

Technical Implementation Coordinator and Subproject Lead

Hessische Zentrale für Datenverarbeitung

Subproject lead and collaboration in process definition and implementation as part of the Online Access Act for the following projects of the Hessian Central Data Processing Agency:
Notification procedure for care and nursing facilities
Operating cost funding for day care centers
Anti-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 Support, Release Manager

Avaya Deutschland 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 manage and view extensive data (e.g., phone number management, pickup groups, ACD hunt groups, reports, fax machines, asset management, ticketing, rights assignment, cost center management).
During the project, the customer portal platform developed by an external company was reprogrammed in-house by Avaya's software development and deployed to AOK clients.
Created a user and administrator manual for the AOK customer portal.
Led quality management for the newly created customer portal software according to ITIL standards.
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 error resolution.
Supported AOK Hessen, kubusIT, AOK Systems, and AOK RPS during tests and technical inquiries.
Managed error reports (Jira) and coordinated between end customers, Avaya project management, and Avaya software development.
Change and release manager for introducing new releases (2-3 week intervals).
Collected customer requirements and coordinated with development and project management regarding feasibility and budgeting.
Migrated data from production to test environments.
Modified test data using SQL queries to adapt to possible test scenarios.
Provided 2nd level service support.
Served as test manager and customer support 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 on behalf of British Telecom at the Commerzbank project "Connected": implementation of the replacement of the entire voice infrastructure including all peripheral interfaces at all Commerzbank locations and branches worldwide (>50000 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
Collaboration with the Commerzbank Test Manager to have test cases created by the responsible parties tested in the PreLive test environment, evaluate the results and work through error cases 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 (individual tests 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 defects (assisting in root cause analysis)
Revising test cases in case of deviations in coordination with the client
Creating a test plan
Monitoring and documenting defect resolution, organizing re-tests
Daily organization of a test schedule for preliminary tests by BT testers
Contributing to the creation of the test concept and test plan
Daily preparation of status reports for the BT and CoBa project management
Leading and moderating test meetings and daily status conference calls
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

Managing the replacement of network and telecommunication components (Avaya AURA) in the data center at Lufthansa Cargo Future in Hahn and Mouscron.
Capturing and updating the current state
Coordinating the setup of 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 with AT&T Circuits.
13 First Data customers in Ireland, 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 supporting the kickoff for FY 2016, conducted via a WebEx video conference across seven locations.
Technical discussions and tests with an external video conference 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 and documenting IT/telephony infrastructure in the data center
Recording deployed server and client applications in the data center
Recording organizational policies (release management, etc.)
Collecting information about external service providers
Reviewing and evaluating the collected data
Creating recommendations for the above points
Creating a communication diagram for the new telecommunication environment of Sheraton Hotels.
Subproject lead for Applications & Integrations in the IT-Exchange project of Eplus Customer Services.
Within this project, WTG is responsible for the complete rebuild of the ECS telephony environment. The following activities were carried out (among others in the Eplus data center):
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)
IP and host name design for approx. 80 new systems
Creating design specifications for the SAP, Kubis and Shrimps subprojects
Coordinating the rollout of a new call recording system by NICE
Defining and implementing call recording rules according to legal and customer regulations.
Creating communication matrices and firewall rules
Test environment management
Test management for system tests, integration tests and user acceptance tests (creating test cases and the test plan, managing and coordinating tests, testers and test processes, evaluating test results).
Release management for introducing new software updates
Coordinating analysis and correction of errors
Creating various user documentation
Creating technical documentation describing the hardware environment.
User administration for NICE and AIC systems – organizing automated user management, 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 environment (including WebSphere, Apache) and in the IBM mainframe environment
Deriving and designing test environments for these large-scale projects
Contributing to the functional 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 production systems
Consolidating the analysis results from the architecture board of the overall production infrastructure regarding used technologies, 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 the introduction of a new call recording system from NICE:
Capturing requirements from a business and technical perspective
Developing the architecture design for production, pre-production, and development environments
Integration into the existing environments
Creating the IT concept in collaboration with the business units
Leading and coordinating the implementation in collaboration with the IT teams (Windows, data center, network, security, voice, storage)
Managing the connection to the Avaya AURA Communication Manager
Evaluating, directing, 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 call recording and retention policies 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 of user acceptance 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 colleague
System maintenance of Avaya Interaction Center, Verint call recording, Avaya Enablement Server, Avaya PBX configuration
Incident and problem management
Planning, organizing, and executing 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 system-wide projects and releases as the responsible release manager
Analyzing and presenting the current infrastructure in the data center
Coordinating decommissioning or upgrading of outdated system environments (HW, OS, middleware)
Technical subproject lead in the "Videomeet" project (system architecture, system setup, requirements, documentation, tests)
Supporting and onboarding the team in creating change requests
Technical support for rebuilding the web conferencing system (hardware rollout)
Interface to license management, application management, operations, quality management, T-Systems, among others
Organizing load balancer configurations, network approvals, database installations, access rights, DNS
Maintaining the monitoring manual for VoIP support systems
Technical support for IPv6 introduction
Project management "IVR-based authentication"
Environment: Genesys

Apr 2009 - Dec 2010

1 year 9 months

Germany

System Engineer Voice Value-Added Services

DB Systel GmbH

Technical sub-project lead in the Value-Added Services area in the Deutsche Bahn project "company-wide VoIP".
Participated in conceptualizing, building, and introducing 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)
Conference call system (MeetingPlace by Cisco)
Lotus Notes Sametime integration (presence by Cisco)
Activities:
Gathering requirements
Connecting systems to the Cisco CallManager
Project tracking
Conceptualizing, test management, and execution of acceptance-relevant system tests
Assisting in setting up 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 vendor during system setup and integration of the system with the CUCM
Overseeing the pilot phase and field test during the VoIP rollout 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 corporation-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

Definition of database descriptions
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 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, making corresponding adjustments to 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 phone systems
Project tracking
Gathering requirements
Budget calculation
Support during the tendering process
Selecting and evaluating hardware components
Preparation of the software upgrade
Requirements analysis and interface with specialized 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 in-house customer dialogue application (softphone) and the Siemens IVR
Business analysis and consulting on the user interface design for the employee call center software in coordination with the relevant department
Definition of the OCX interface 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 monitoring of all end devices in customer dialogue
Definition of call recording rules according to BaFin regulations
Primary contact and consultant for all CTI questions, projects and issues at ING-DiBa AG
Collaboration on implementing the IT landscape in the data center according to ITIL guidelines

Jan 2002 - Oct 2004

2 years 10 months

Germany

Service, support and enhancement (CTI server system "CTITalent")

Avaya Deutschland GmbH

Service, support and enhancement for Avaya regarding the "CTITalent" CTI server system (on a day-by-day on-call basis)
Created a feasibility study for merging two call centers, focusing on software 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 analyses, system and configuration reviews

Jan 2002 - Mar 2002

3 months

Germany

Software and hardware architecture design

Westfälische Provinzial Versicherung AG

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

Jul 2001 - Dec 2001

6 months

Darmstadt, Germany

Project Manager

Sikom Software GmbH

Service, support and ongoing development for Avaya's CTI server system
Setup of 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 in-house speech recognition software “Voiceman”
Initial integration of the software with the Nortel Meridian PBX
Requirements engineering for the DAK helpdesk frontend software
Design of the user interface for the DAK helpdesk
Monitoring and control of software development, troubleshooting and quality management
Crisis management
Creation of specifications, user documentation and a system manual

Jan 2001 - Jun 2001

6 months

Darmstadt, Germany

Project Manager

Authensis AG, Central Division

Service, support and ongoing development for Avaya's 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 and integration into the Authensis ACD system “Achat”
Support for Authensis in setting 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
of the voice response system
of the voice recording system
of the Lucent Definity G3x PBX
of the frontend applications
Specification of the APIs for IVR, VLU and the frontend
Team: 5 people
AIX, C++, CTI middleware IBM CallPath, message router pipes
Expansion and further development of this system, including its extension to a virtual, cross-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 Nuremberg
Presales and conducting various CTI workshops to gather customer-specific CTI requirements, including at
Stadtsparkasse Cologne
Postbank main branch 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:
Specification of a Java softphone for connecting to the CTI server
Training and onboarding of new employees
Consulting and support for customers and BCS employees in integration and CTI call center-specific questions
Sales and presales support
Monitoring of software development work within the department

Jul 1995 - Aug 1997

2 years 2 months

Weiterstadt, Germany

Software Development Engineer

Triple C GmbH

Development of internal programming guidelines
Creation of a specification for a Windows 3.11 GUI application for freely configurable, user-specific statistical evaluation and online display of Informix ACD data from the Siemens HiCom 300 telephone system, called “Reportgenerator”
Implementation of the Reportgenerator in Borland C++: specification and implementation of the extension of the Reportgenerator for 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

New development and enhancement 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
Development of internal programming guidelines
Support for the quality assurance team
Project management

Mar 1988 - Nov 1992

4 years 9 months

Frankfurt, Germany

Systems Engineer

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

Specification and implementation of a test system for the company's own real-time multitasking operating system SRE/86 PC/AT, DOS, Turbo Pascal, MS Pascal, MS Assembler
Implementation of a multitasking application for showcasing SRE/86 at trade shows: control of 3 robot arms
Specification and implementation of a software package (INTERGRAF) for capturing, statistical evaluation, and graphical presentation of measurement data in a PC-based process processing 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 employees, VAX/VMS, SDL, C, custom development tools)