Igor Jugovic

Projekt-Manager

Implement customer technical support and services on a global scale. Apply locally developed concept at three different support hubs on three different continents. Increase customer satisfaction and professionalize service business.

Hosted Services and Devices - Digital Dentistry Division Prostethics

IT Service Management IT Project Management and PMO IT Problem Management ITSM

- Manager Service Desk and Deskside Support (2nd level) for Hill-Rom - International (all sites excluding North and South America) - Support process design and implementation for 3rd level Support - Problem Manager and Problem Management process owner - Project lead: Implementation of BMC Remedy Incident and Change Management for Hill-Rom International - Project lead: Implementation of BMC Problem Management - IT Services process design based on ITIL v.2

- Restructuring of the ComOps organization and redesign of the business processes in the Customer Services area - Outsourcing of the customer call centre - Support of the sales and technical organization - Tenders management - Implementation of a web based, in-house developed, application Therapy On Line at specific customer sites - Implementation of a work order processing software NOMAD in a mobile environment for technicians (model based on dissertation degree NOMAD from 2002)

- Consulting the functional areas in JD Edwards and Logistics/Distribution - Responsible for coordination and implementation of requested changes in JD Edwards (Logistics/Distribution) with IBM development centre in India - Global standardization of Change Management Processes - Coordination of the IT-Organization for the opening of a new Hill-Rom site in Prague (Czech Republic) with focus on IT Infrastructure and Applications - Project lead: Implementation of a software solution for a manufacturing

- Creation of work instructions in Logistics, Inventory Management and Purchasing for the ERP application Exact Globe for Windows - JD Edwards Integration testing in Batesville (USA) and Pluvigner (France) - Preparation of foundation data in Exact Globe for Windows for the migration to JD Edwards - Restructuring of Sales Order Management processes in Hill-Rom Milan (Italy) - Implementation of the finance module (Exact Globe for Windows) in Hill-Rom Stockholm (Sweden) and Hill-Rom Barcelona (Spain)