Oliver Herzner

IT project Manager responsible for the digital transformation of the Wertgarantie Group.

IT Project Manager responsible for the implementation of eSoP solution (SaaS) for local Portuguese clients Solution design and software product demonstrations during the analysis and design phase as well as presentation of solution portfolio to prospect clients. Solution deployment including Platform configuration, testing, data migration and final hand-off End User Training and Support lead for local customers, acting as a 3rd level escalation point to the local helpdesk

Responsible and accountable for the Incident Management process globally. Created Incident Management NIMS (Nordic ITIL) compliant process. Rolled out the process globally and provided online training sessions to SDU's worldwide. Major Incident Manager (24/7 on call availability) responsible for communicating to stakeholders and management of Major Incidents until resolution. Participated in the Service Improvement Project. Provided monthly reports as inputs for ITSM governance meetings.

Responsible for the Problem Management Process globally. Monitored, maintained and ensured compliance to the Problem Management Process among all Service Delivery Units. Reviewed the Problem Management Process and associated activities for efficiency, effectiveness, and to detect improvement areas. Owned and managed Problems through to successful resolution. Coordinated several Service Delivery Units for Root Cause Analysis activities.

Developed reporting metrics and improvement areas in multicontract environment. Participated in weekly meetings with Service Delivery Managers to review and create improvement plan. Analyzed and proposed shift to the left activities. Worked together with the Service Delivery Managers in the UK to achieve the goals of the continuous service improvement activities. Ensured SLA/OLA and support agreement compliance. Automated all reporting activities.

Provided 2nd line support / availability for the desk. Produced, reviewed and acted upon daily reports. Conducted quality assurance on a monthly basis. Kept procedures up to date and provided training as required. Provided call coaching, product training and created new starter training. Acted as local Incident and Change Manager escalating to SDM's when required. Participated in weekly CAB/ECAB meetings. Mitigated Incidents on a monthly basis and provided results to the account.

Technical support for hardware and software issues provided in Spanish, English, German and Portuguese Provided support and resolution of network and server problems, general and specific applications, shared drives and SharePoint Service Request handling Configurations Item Management Incident Handling Call Handling and E-mail handling Training to new Service Desk Agents