David Langer

- Monitor all operational progress, in accordance with the scheduled operations plan, ensuring that safety criteria are respected - Monitor the systems which indicate the health and status of the Galileo ground control and communications network elements - manage the Galileo networks and associated ground control elements, in accordance with the scheduled operations plan - Identify anomalies on the ground systems and escalate accordingly - Monitor KMF health status and perform action on errors

- Meeting coordination and documentation - Timesheet management - Involved at the decision making process related to Shift-Team matters - Frequently adapt to changes for operational requirements - Develop implementation strategies for required changes, e.g. workload management, contact monitoring ability - Mentor to new team members

- deputy Supervisor and responsibility - New Hire Training, work on training material - responsible for communication with our biggest German clients - on-call rotation - Managing the shift and holiday plan - Maintain different knowledge databases, daily ticket escalations and communicate to clients on regular intervals - Rebranding and maintaining documents - APAC support coverage via email and phone - Reviewing and manipulating HTML code, Word and text file

- Ensure to meet our internal SLA's while at the same time providing high quality customer service to our Fortune TOP500 clients - Attended & Unattended conference schedule team coverage for 50+ team members - Lead and assist on attended conference calls, ensure to meet high quality service from beginning of the conference up to the feedback after the call (Traffic Management) - Implementing and improving reporting measures, preparing raw data for presentations to the team and higher management

- Involved to New Hire Interview process, organizing interviews - Responsible for shift and holiday plan - Monthly performance feedback sessions, weekly call monitoring and feedback follow up, prepare and deliver appraisal - Motivate, delegate, develope and coach team colleagues - Prepare&Organize daily meetings to discuss results, build strategies to improve results with coaching and training - Deal with disciplinary actions related to behavior, lateness and absenteeism

- Remotely access customer machines for direct troubleshooting - Anti-Virus configuration and Virus/Spyware removal - Wired Home & Wireless Network setup - Assist with operation system upgrades, blue screens, driver upgrades and security updates - Creation training material - Involved to the New Hire interview and training process

- Providing training to new hires and refreshers for Call Center colleagues - Providing assistance in support issues - Collating and dissemination of support information on new products - Escalation handling - Contact to all colleagues for every question

- Warranty support for customer products from Fujitsu Siemens Computer (notebooks, computers and displays) - Telephone and email support, customer queries for hardware or software issues - Configuration of wired and wireless networks - Providing training to new and existing team members - Data entry for On-site technician repair orders (Warranty On-site Service) and data entry for notebook/display collect and return warranty services