Daniel Toda

Manage cross Global Business Units tower activities best practice sharing in terms of tower KPI and class actions from problem management. Being involved in major incidents & major changes, driving SLA reviews and improvement/ Involvement and coordination of all improvement projects (Classic Lean projects, End to End Lean projects, Zero Incident Program) on a global level. Ensuring tower deliverables linked to milestones in improvement projects are provided.

Manage cross Global Business Units tower activities best practice sharing in terms of tower KPI and class actions from problem management. Driving deep dives and initiating improvements cross GBU as well deep dives in problem management and delivering of root cause analysis.

Target of this project is to improve quality and also efficiency in the help desk team also to provide a change overview to the customer (Coca Cola) in order to maintain the partnership. Teams under scope are TCCC and CCR, both offering helpdesk support to Coca Cola. Location Manila, Philippines. Realistic potential efficiency gain agreed upon with the management for TCCC is 27% and CCR 45%.

Target for this project is to bring about change and improvement to the Business Office and SDM community. Location base is Winnersh Triangle but staff is spread throughout UK. Both teams are plagued with inefficient sign off process and overworked staff. Realistic potential improvement for the Business Office is 25% and for SDM office 27%, both numbers have been agreed by the teams and the management.

Found solutions to work more efficient while also improving customer satisfaction by increasing the quality of the services provided. Istanbul Kartal location. Teams under scope (NSCS) Network and Security 3rd level support, CIC Telephony and TCS department. Realistic Improvement potential 24% over a 9 month period.

Created reports, documentation and carried out daily monitoring operations and checks on productive and non productive systems alike. Managed, created, deleted and debugged users, printers, spools, transports systems, clients. Performed copies of productive systems and also configuration for test and development servers. Complete kernel and stack upgrades on ABAP systems. In charge of the SAS70 team, this deals with internal auditing of our clients servers. Took active part of the quality control team.

Provided remote and onsite support to hotels, banks, airports, casinos and police departments across the world, amongst these are the Airport in Cairo, New York Police Department, JFK Airport in New York, Hilton Hotel in Canada and many banks from United States to Lebanon. Underwent extensive testing and debugging of systems to provide the development team with information on viability of products we were going to release. Worked with new and old technology alike.

Cisco Networking