Andrea Hirzle-Yager

Leitung der Abteilung Identity und Access Management, sowie Contact Center Solutions; Betrieb fuer den Bereich Sach-, Leben-, und Krankenversicherung, sowie CPI (Change/Problem/Incident) und Teile des ePortale Betriebs der Allianz Gesellschaft.

Organisatorisches Change Management inkl. Reorganisation; Einführung Lean IT/Kaizen & agiles Projektmanagement; jährl. Effizienzsteigerung um 6%; Definition der IT Strategie; Einführung Enterprise Architektur; Komplexitätsreduzierung der Applikationslandschaft (inkl. ERP, DMS & PLM Tools); Einführung CRM Modul für SAP; Implementierung Enterprise IT Dashboard; Modernisierung des Backup Rechenzentrums; Planung Globalisierung & Implementierung von Cloud Technologien

HR Applikationen Training und Knowledge Management

-Knowledge Management: Knowledge Centered Support (KCS) Methodology Implementierung; Upgrade KM Tool -Responsible for creation of CIO Executive Dashboard: Identified KPI's to enable ability to monitor operations and identify improvement opportunities -Manages Enterprise Research: Established set of baseline Enterprise Research metrics and customer surveys to enable research impact and value assessment for the organization

-Accountable for relationship between Market IT groups and Hosting Services working directly with CIOs. Support various departments. -Initiated joint strategic activities to develop, implement, and maintain an IT environment which met anticipated business requirements and objectives. -Condensed heterogeneous environments by creating standards which include virtualized technology; applied Six Sigma concepts. -Improved efficiency for environment delivery: 81% reduction of E2E delivery (90-day to 17-day SLA)

-Managed support services during period of rapid growth from 30,000 to over 40,000 Liberty'sl internal customers. Services included remote Tier 2 support, field and executive support. -Managed Tier 2 Enterprise Support organization for end-user computing environment for PC fleet of 40K+, 1100+ servers, with central services balanced between two data centers, and distributed services in 600+ offices. -Drove quality throughout organization with a focus on process efficiency and excellent customer support.

Project manager for numerous high profile infrastructure projects including support portion of enterprise-wide Windows 2000 rollout for 30K personnel in 600+ offices in US and Canada during Liberty's migration from a Windows 95 to Windows 2000. Included deployment management for executive, as well as Class A Call Center staff; intranet-based self service, Tier 2 scripting to enable appropriate level of support. Required coordination between internal and external business client groups.

Lead numerous complex projects for Enterprise Storage Management Group. Liaison between Enterprise Storage Management Group, Information Services Organization and the Business. Created all Tier 1, Tier 2 and Tier 3 Backup and Recovery procedure/troubleshooting scripts, as well as Service Level Agreements. Key contributor to the conversion of Macintosh backup environment to Intel.

Processed and reviewed all incoming applications from international students including coordination of all follow up procedures with other departments.

German, English, French, Spanish Economics IT

English Biology