Sascha Hoffmann

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Sascha Hoffmann

Head of Competence Team Technic, Vodafone GmbH

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  • 40547 Düsseldorf
  • Almanya

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Kişisel Bilgilerim

İş Deneyimlerim

  • İşyerindeki statü
    Yönetici

Eğitim Bilgilerim

  • 1995 - 1997
    Fachhochschule Gießen / Friedberg

    Energie- und Wärmetechnik

  • Diller
    Almanca (Ana dili), İngilizce (Akıcı)

Hakkımda

Sascha Hoffmann
Düsseldorf, DE-40217

PROFILE
A distinguished career in developing telecommunication market, managing all facets of a operation centre within one of the largest telecommunication company in Germany with a history of success at increasing revenues and attendance by 35.mio customers. Accomplished at managing people, chair international organisations and projects. An innovative, energetic, responsible and proactive leader with vision as well as the proven ability to build programs of new structures from their inception to their realisations. Background includes extensive experience in strategic planning, programming, operations, human resources, fiscal management, and fund-raising. Well-experienced and knowledgeable of different cultures.

EXPERIENCE

Vodafone D2 GmbH, Frankfurt, Germany 1997 - 2001

Project Manager Operation (Vodafone Region)
Leading the co-ordinating office and being responsible for planning and steering all network reconstructions. Project Management across different technical departments. Coordination of 50 technicians and external companies. Target, reach the strategic development goal.
• Achieved strategic target: Reduce “time back to service” by minimum of 20%
• Project Management („on-air“-planning) and controlling
• Realisation Management:
• Network enhancements
• Software implementations and trainings
• Coordination of system retrofits
• Resource scheduling
• Faultmanagement
• Achieved plan, build and run of 500 new Base Stations within one fiscal year




Head of International Network, Headquarters, Düsseldorf, Germany 2001-2006

• Responsibility to secure the availability of the complete international network
of Vodafone D2 for all IR Services (International Roaming Services)
• Implementation of Key Performance Indicators, KPI´s,
to measure international network performance for outbound and inbound roamer.
(our customers in a foreign country and foreign customers in Germany)
• Implementation of measurability to improve IR support and to compare with other
international companies concerning resolutions times
• Achieved target "build the best IR team" within Vodafone
• Foundation of an international cross-border working group
(Vodafone Faultmanagement of International Services, VFIS), consist of representatives of
each Vodafone company in the world to avoid revenue loss in terms of roaming traffic
between Vodafone companies and international carriers
• Established a common agreed operation level agreement, OLA,
to measure and improve resolution times and to avoid revenue loss across all 23 Vodafone
associated companies and strategic roaming partners
(document was signed by all Vodafone Operation Directors)
• Chairperson of the VFIS Group
• Responsibility OPEX, CAPEX



Head of IT-System Support, Headquarters, Düsseldorf, Germany 2001-2003

• Plan, build, run a new structure of a centralised IT support team
• Secure and operate IT systems (operation & maintenance, O&M) across the main department.
• Implementation of a switch unit systems within the Vodafone D2 control centre (NMC)
• Implementation of measurability to improve IT support
• Responsibility OPEX, CAPEX



Head of National Network, Headquarters, Düsseldorf, Germany 2003-2007

Core and Data Network team with high and extensive technical IP knowledge.
Starting from network access to IP infrastructure with firewalls, switching equipment and routers.
(~3.000 IP-Systems)
• Responsibility of national Transport and Data Network within 1st level Faultmanagement,
24hours, 7days the week
• Implementation of Key Performance Indicators (KPI´s), to measure national corporate customer
traffic performance
• Implementation of measurability to improve 1st level support
• Responsibility OPEX, CAPEX



Head of Service Management and Service Desk, Headquarters, Düsseldorf, Germany 2005-2007

Technical Service Management team which operates as one face of our network management centre to the customer care departments.
• Responsibility of Service Management and Service Desk function
• Implementation of measurability to improve Service Desk and customer support
• Responsibility of information- and escalation management towards internal top management
and external corporate customer
• Manage customer hotlines
• Responsibility OPEX, CAPEX




Head of Technical Operations, Infrastructure Support, Headquarters, Düsseldorf, Germany 2007- 2008

Manager of Technical Infrastructure Support which is responsible for maintaining and optimising all technical, central managed infrastructures. Including MSC, BSC, towers and wind power stations.
The group consists of 11 technical engineers with the following specialisation:
• Responsibility for structural fire protection with fire alarm systems
• Responsibility for burglary detection systems
• Responsibility for complete power systems of Main- and Base Station Controller Systems
• Responsibility for air conditions and/or ventilation
• Inspections of towers and wind power stations together with german Technical Inspection Agency
• Implementation of regulatory requirements (e.g. EU Laws)
• Responsibility for OPEX, CAPEX




Head of Competence Team Technic, Customer Operations, Hannover, Germany 2008 - today

Manager Customer Service Technic, Technical Competence Team
Technical support for customer related problems. Transfer customer experience, feedback and customer problems back into the company. Establish and prepare know how which enables 1st Line Agents (hotline) to provide customers with dedicate feedback to their service restrictions.
The group consists of 12 technical problem managers, project managers and engineers
with the following specialisation:
• Engineering a know how platform (Intranet) to enable first and second lines
• Engineering of Vodcasts (small videos, which visualise problem solutions)
• Engineering and maintaining a server infrastructure (Testfloor) to reconstruct customer restrictions
• Owner of Customer Feedback Process (translate customer feedback into know how and solutions)
• Campaign Management, e.g. proactive technical support (technical welcome call)
for new customers
• Project Management



HONORS
An article within Vodafone world wide people magazine which refers to my function as the chairperson of the international VFIS Group. The article was translated in 23 languages.

EDUCATION
University of applied sciences, Fulda 1994
Postgraduate studies, Giessen 1995
Management development program, Vodafone Germany, 2002



Sascha Hoffmann
 

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