Roland Malik - Freelance Project Manager

Recommended expert

Vienna, Austria

Experience

Jun 2024 - Present

1 year 8 months

Led the rollout subproject for the introduction of the electronic file in diplomatic missions worldwide
Led a project to introduce an EU-certified encryption for IP communication between headquarters and diplomatic missions
Led a project to introduce a modern IAM (Identity and Access Management) solution

Jan 2023 - Present

3 years 1 month

Jan 2023 - Feb 2025

2 years 2 months

Supported a transformation project in the dual role of project manager and business analyst
GDPR-compliant anonymization in IT test environments
Analysis of differences in Dow Jones Factiva lists between headquarters and Austria
Assessment of efforts for gender-inclusive customer presentations
Led various task forces to implement smaller initiatives

Sep 2022 - Dec 2022

4 months

Mar 2021 - Sep 2022

1 year 7 months

Consulting in ITSM processes and architecture
Consulting in IT governance and process optimization
Leading the implementation team
Develop implementation concepts for IT and Enterprise Service Management based on customer requirements for clients in the public (e.g., chambers) and private sectors (e.g., insurance companies, manufacturing, healthcare)

Jul 2019 - Apr 2021

1 year 10 months

Advising on IoT (Internet of Things) strategy
Advising on Customer Experience
Advising on IT and application architecture
Advising on IT governance and process optimization
Managing ICT projects
Strategy consulting for the Provincial Government of Lower Austria on funding options for IoT infrastructure in Lower Austria
Process consulting for Wien Energie customer service with recommendations for prioritizing process and system improvements
Analysis of cross-departmental IT support processes and support contracts at Givaudan in Hungary with suggestions for improvements and prioritization

Jul 2016 - Jun 2019

3 years

Project management of implementation projects as technical project manager or overall project manager with a mixed-method approach (waterfall, agile)
Definition of service design, overall architecture, network design (LAN and WAN), service transition, and service operation
Definition of application architecture and application integration
Advising on service and IT strategy definition
Responding to tenders in the CEM environment, including business case creation
Leading the implementation team
Implementing a new Contact Center solution at A1 Telekom Austria as Senior Architect & Product Manager
Conducting field validation for Huawei SBC compatibility with Genesys Contact Center
Advising and supporting the implementation of a social media service at CDON (Sweden)
Scrum Master for the further development of the Asfinag mobile app, introducing the Scrum method
Implementing a Genesys Contact Center at Bawag with full responsibility for timelines, budget, and resources
Implementing CRM software for Asfinag customer management in a partly agile mode

Apr 2008 - Jun 2015

7 years 3 months

Definition of the service and IT architecture of the Contact Center (telephony, IVR, CRM, WFM, campaign management) and the geo-redundant network architecture
Creation and control of business cases and presentation to top management
Creation of specifications as part of tenders
Supporting central purchasing in negotiations with suppliers
Supplier management
Project management for technical implementation projects and innovation projects
Collaboration in budget planning
Renewal of the Contact Center infrastructure of mobilkom austria with high availability and group-wide synergies
Development of an additional service for the voice mailbox of mobilkom austria
Consolidation of the Contact Center infrastructure of mobilkom austria and Telekom Austria in the merger program
Development of a new service IVR as Scrum Product Owner for the A1 Contact Center launch program
Analysis of value-added services in the voice network to protect against CLI spoofing

Good Communication Abilities And Skills
Strong Teamwork Skills
Team Leadership
High Sense Of Responsibility And Strong Resilience
Systems Thinking And Interdisciplinary Approach
Determination Combined With Strong Problem-solving Skills
Holistic Understanding Of Business Processes, Implementation, And Continuous Improvement Of Software Applications And Digital Services
Many Years Of Extensive Experience In Project And Application Areas, Acquired Through Numerous Projects And Long-term Support Of Complex Applications
Experience In International Projects With Many Different Teams
Technology And Strategy Consulting, Digitization Of Processes
Very Good Ms Office Skills (Word, Excel, Powerpoint)
Good Knowledge Of Project Management Tools (Ms Projects, Asana, Monday.com, Jira, Confluence)
Good Knowledge Of Genesys Contact Center Software
Very Good Knowledge Of Serviceware Processes Itsm
Experience With Visual Basic, C#, Javascript, Php, And Sql
Project Management Mainly In The Areas Of It Infrastructure, Software Development, And It Governance
Business Process Management
Agile Software Implementation In The Role Of Product Owner And Scrum Master
Design And Implementation Of Digital Services
Change Management
Leading Expert Teams