Hans-Joachim Herms

Provide global customer with a single point of accountability for Dell Services (for all lines of business). Developing customer specific support plans, leveraging IT GAP assessment, industry and Dell service knowledge. Ensuring customer specific policies and procedures are documented and available to the SEM team to allow for correct customer experience delivery. Ensuring 'Resolution and Contingency' plans are effective and technical problem resolution is proceeding as per process commitments

Hold responsibility for coordinating all Dell technical support engagements for escalated incidents as part of DELL European Expert Center, ensuring allocating and presence of resources to minimize customer downtime. Maintain compliance with company policies and procedures and track status of projects to achieve timely and accurate resolution with highest degrees of client satisfaction. Develop and present quarterly annual reviews to customer senior management

Provided comprehensive technical support to customer with input throughout entire escalation and resolution process. Conducted performance analyses and advised Platinum Customer in optimization of system performance. Maintain compliance with company policies and procedures and accurate resolution with highest degrees of client satisfaction.

Developed and support the customer’s test plant for measurement and control technology, also administration of company networks incl. Data base maintenance and solving of Hard- and software problems for clients and server.

Responsible for organization and coordination of the company’s workflow and training of new colleagues in the gastronomy area, also responsible for maintaining the server supported EDP-unit and cash registered systems

Customer-oriented IT administration and maintenance for large customers in the banking and insurance sector in the federal state of Nordrhein-Westfalen (Germany). Troubleshooting of Hard- and software problems for client and server systems of different manufacturers (IBM, Siemens, HP/Compaq etc.) as well as supporting customer-specific software. Managing diverse IT-projects, including the handling of the project teams.

Leading/directing an enterprise in the gastronomy incl. planning, control and maintenance of an EDP system cash system. Working self dependent for introduction and control of the EDP-supported warehousing system, stock keeping and warehouse inspection and hiring and vocational adjustment of new colleagues. And responsible for negotiation, elaboration of commercial offers, order creation and order handling / monitoring / fulfillment. Also for organization, optimization and coordination of workflow

Direction of the company’s subsidiary and maintenance of the EDP of driven cash registers systems include technical support for the server driven EDP-unit. Responsible for disposition and purchase, planning, organization and coordination of workflow. Also for hiring and vocational adjustment of new colleagues. Shop-window display and product presentation