Marcus Gebhardt Email & Phone Number

Bielefeld, Nrw, De

Gütersloh, North Rhine-Westphalia, Germany

-Management lead for teams of network engineers-Accountability and responsibility for incident and problem management as well as service request fulfillment within network area-Functional lead of international offshore teams in Malaysia and New York-Continuous improvement of operational procedures-Further development of network management systems and integration of the whole infrastructure-Ramp up of a fully integrated firewall policy management based on software automationAchievements:-Redesign of firewall request management and securing of operational level in a challenging environment-Set-up of a highly performant team during a period of change

Gütersloh

-Management lead for a team of IT specialists-Accountability and responsibility for IT operations management-Sustainable cost controlling-Coordination of internal and external suppliersAchievements:-Development of a comprehensive IT operations concept-Step by step introduction of operations processes based on ITIL best practice

Gütersloh

-Management lead for a team of developers in layout and data processing environment-Reorganization and optimization of business processes-Definition of appropriate procedures and generation of know-how related to color digital print technologiesAchievements:-Introduction of a structured disposition and handling of development orders

-Integration of all business customers from mobile and fixnet areas into service management support-Development of standardized service level management process for business customers-Support business units within negotiations and offerings-Direct and indirect support of business customers from a technical perspective-Management lead for a team of ten employeesAchievements:-Generation of a common understanding for integrated services in the merger phase-Establishment of a unique frontend for service level requests

-Management responsibility for team Network Management -Transformation of business objectives and the related balanced scorecard-Management of compliance to key performance indicators in change and configuration management as well as service planning-Accountability and responsibility for processes change, configuration and service level management-Sub-project lead within ISO 20.000 certification of Technology Operations departmentAchievements:-Successful ISO 20.000 certification with direct responsibility for five relevant process streams-Implementation of efficient interfaces between departments Technical Design & Implementation and Technology Operations

-Functional lead for service level management at Telefónica Deutschland with focus on wholesale and business solutions-Transition management for all new or changed services to operations-Coordination of operations projects, such as development of operations support systems-Responsible for introduction of a service level management systemAchievements:-Basic definition and creation of a service catalogue in collaboration with the business sales units

-Extension of support scope for key accounts to pre-sales activities-Coordination of service handover into operations-Participation in negotiations related to service level agreements and supplier contracts-Development of a standardized service level reporting for wholesale and business customersAchievements:-Creation and continuous development of a standard service level reporting-Provision of a comprehensive documentation for key accounts

-Operative support of key accounts in service provider and enterprise area-Definition and measurement of key performance indicators and service levels-Coordination of customer projects with focus on service improvements-Sub-project lead for introduction of a new ticketsystemAchievements:-Detailed modelling of service structure in ticketsystem-Successful migration to the new system

-Functional lead of Network Control Center in daily operations-Responsibility for incident and escalation management-Management and controlling of supplier service level-Implementation of measures for optimization of operational proceduresAchievements:-Introduction of regular service review meetings with suppliers-Implementation of continuous exchange with business sales units and therefore improvement of collaboration

-Monitoring and troubleshooting within IP and access networks and datacenter-Customer call management and incident tracking-Troubleshooting on Cisco and Juniper routing and switching devices-Tracking of supplier casesAchievements:-fast adjustment to new skills-first contact for team members in terms of technical issues

Education record

Fachhochschulreife, Betriebswirtschaftslehre