René Kappel Email & Phone Number

Vienna, Austria

Vienna / Austria

Consulting and Service for all IT related topics and projects for individuals as well as companies of all sizes.

Vienna, Austria

Wien

Manage a virtual team of 15 to 20 regional or global support engineers assigned to specific product solution sets.Analyze scorecard metrics and customer feedback to identify support process and product quality improvements; plan and implement changes to drive quality and customer satisfaction.Manage the resolution of escalated issues to achieve customer satisfaction.Review workload requirements and performs workload distribution management to meet issue volumes.Manage the team performance by providing coaching to team members to encourage performance improvement.Measure the team performance against the balanced scorecard and organizational goals, and provides timely feedback.Evaluate individual and team training needs and collaborates with appropriate authorities to enable training opportunities.Develop and implement process improvements to achieve goals, improve product quality and product supportability.Utilize company and/or organizational Recognition and Reward Programs to keep employees engaged, motivated and satisfied.

Wien

After design and implementation of new processes (heavily ifluenced by ITIL best practices) within Support @ Automic, I took over the role of the Process Manager for the Problem Management process. Directly reporting to the head of Global Customer Service I was responsible for:* managing the process* reporting* training and coaching of new and existing support engineers* providing suggestions for continous process improvement* implementation of process and tool changes as advised by the process owner

Wolfsgraben

* synthesis of radiopharceuticals for human application* operation and maintainance of the cyclotron used to produce F-18 isotope * design and implementation of a new system for managing production orders and controling the dispensing units based on Oracle 8i