• Authoring the Incident & Service Desk Policy• Authoring the Change Management Policy• Designing the new Document Management System• Authoring the Document Management Policy - Creation of several templates (e.g. SOP / FS/DS / IQ / OQ / PQ etc.)

Novartis Business Services - Reporting Excellence Project• Identification and creation of Business Requirement Specifications for Service Management Reports• Analysis and documentation of complex data sources (SQL)• Identification and authoring of all qualification related documents• Training and support of the Development Team according QA standards• Setting up, training and managing the Testing Team• Test coordination and qualification of all Service Reports• Coordination and support of the business during their User Acceptance Tests• Supporting the new established Operational Team related to new processes• Designing, developing and authoring the new Document Management Process• Training and supporting the team regarding Document Management Process

Global Infrastructure Services - Client Maintenance & Present Lifecycle Project• Identification and creation of all qualification related documents for: - Windows 7 Client with four different flavors - Windows 8.1 Client with five different flavors• Test coordination and qualification of Client Releases regarding OS installation and Client Security on different types of Hardware: - Windows 8.1 64-bit Client OS Deployment via SCCM 2012 - Windows 7 Client OS Deployment via SCCM 2007• Maintenance of the ‘Global Client Support Information Platform’ (SharePoint 2010)• Maintenance of Client and Application Reports (SQL)• Creation of ad-hoc reports for Business and Application Owner

Global Infrastructure Services - Windows 8.1 64-bit Client ProjectWindows 8.1 64-bit Client Project• Identification and creation of all qualification related documents for the new client with three different client flavors• Test coordination and qualification respecting different Hardware and installation types: - Client OS Deployment via MDT and SCCM 2007 - Client Core Applications e.g. McAfee Agent, MS Office 2013 - Domain-join of pre-installed Non-Standard-Clients and Client Security• Maintenance of the ‘Global Client Support Information Platform’ (SharePoint 2010)• Maintenance of Client and Application Reports (SQL)• Creation of ad-hoc reports for Business and Application Owner

Global Infrastructure Services - Microsoft Windows 7 Client Project• Identification and creation of all qualification related documents• Coordination and qualification of the client with four flavors and mobile solution: - Client OS Deployment via SCCM 2007 - Client Core Applications - Mobile Solution on different Hardware - Litigation Readiness Qualification• Client and infrastructure analysis, design and implementation of new processes• Design and development ‘Global Client Support Information Platform’ (SharePoint 2010)• Design, development and maintenance of Client and Application Reports (SQL)

IT Service Desk (21 Team Members)• Establishment of the Service Desk with a special Golden Support Plan• Ensuring high customer satisfaction through definition and implementation of structures and processes• Improvement of the interface between Customer, Management and Service Desk• People Management

Global Infrastructure Services - ERP Services• Definition, improvement and documentation of processes• Document and Test Record Management • Trainer Global Document Management process• Internal appraisal and compliance assessment for all ERP Service sites (USA, Asia Pacific and Europe) on-site