Rob Hermann Email & Phone Number

Canada

Winnipeg, Manitoba, Canada

• I am the owner and operator of a Bookkeeping Business where I provide affordable bookkeeping services to dozens of clients

Winnipeg, Manitoba, Canada

• Support IBM's multiple Maximo Application Service Offerings, including Maximo SaaS Flex, MAS SaaS & MAS Managed Services
• Manage Salesforce case requests and incidents directly from hundreds of client and participate on weekly client calls
• Utilize Change Management to schedule & perform patching, make configuration changes and setup SSO/LDAP integrations for client environments
• Participate in the regular on-call cycle several times a month resolving high severity cases and alerts triggered by monitoring (Grafana) to achieve IBMs service offering Availability SLAs
• Successfully manage, track and provide executive reporting of the migration of hundreds of clients from legacy to current Maximo Service Offerings
• End-to-end management and executive reporting of regular and emergency Scheduled Maintenance for hundreds of client environments, with responsibilities including but not limited to, documenting, scheduling, managing.

Winnipeg, Manitoba, Canada

• Support and provide clients with SaaS services hosted on IBMs Cloud environment specifically with the Intelligent Operations Centre application.
• Responsible for environment sizing / provisioning, product installations, product upgrades, environment backups, HTTPS/SSL setup, LDAP, SSO and SAML configuration, SFTP setup and IPSec VPN setup.
• Utilize change management and Salesforce tools to manage customer requested activities, creation of runbook and process documentation, implementation & utilization of monitoring tools to manage product / environment.

Winnipeg, Canada Area

• Successfully implemented dozens of large complex Global Asset Management Services Solutions as part of newly signed outsourcing agreements, on time and on budget
• Specialized in the implementation of Hardware Tracking, Asset Inventories, Software Tracking, Software Compliance, Hardware & Software Order Management services
• Used PM best practices, tools and techniques to manage projects through entire lifecycle. (initiate, plan, execute, monitor/control, close)
• Effective use of Risk/Issue Management, Communication and Escalations
• Managed internal & external stakeholders, including IBM, client and vendor teams (Vendor Management)

Winnipeg, Canada Area

• Responsible for creation and development of Global Asset Management Process, Procedure and Work instruction documentation and to provide training of same documentation to Internal Asset Management and External Service.

Winnipeg, Canada Area

• Responsible for managing the lifecycle of hardware and software from their introduction to their retirement
• Maintained Hardware Asset Accuracy by working with external teams to enforce primary (Change and IMAC) and secondary control (Physical Spot Check) processes
• Prepare and provide Software Tracking (data from Software Scan agents) & Compliance (Reconciliation between Installed and Entitlement) Reports to client
• Ensure integration of Order Management into Asset Lifecycle, by adding HW assets, SW Entitlement and Maintenance Contracts to the database

Winnipeg, Canada Area

• Implementation of large complex Global Service Desk and IMAC Coordination Services Solutions as part of newly signed outsourcing agreements, on time and on budget
• Projects to move existing locally delivered Service Desk and IMAC Coordination Accounts to Off-shore Global Delivery Centers
• Using PM best practices, tools and techniques, manage projects through entire lifecycle (initiate, plan, execute, monitor/control, close)

Winnipeg, Canada Area

• Provide inbound ServiceDesk Support under under existing outsourcing agreements
• Attend project change meetings (RFS) to evaluate all new initiatives under the existing outsource agreements to identify and document ServiceDesk project requirements
• Have ServiceDesk project priced, delivered to Account Management and in turn to the client for approval
• Gather knowledge, creation of documentation and provide ServiceDesk Training for all new initiatives under existing outsourced agreements.

Winnipeg, Canada Area

• Ensure successful nightly and monthly batch completion for clients
• Monitor and schedule batch jobs and escalation of failed jobs to programmers through Problem Management Processes.
• Perform backups