Veronica Falke

Incident Management in Service Transition and Service Operation for new project. Deep involvement in the set up of the new services: •Process creation and documentation for INM. •SLA setup •Order and change management. •Building up the Knowledge database. •Access management •Incident management •Tracking incidents and provide professional support between relevant departments. •Training of new processes to Service Desk colleagues.

• Incident Management on ITIL standards. • Application monitoring • Keeping contact with customers, providers and relevant departments • Tracking incidents and provide professional support between relevant departments • Ensuring high-level availability solutions • Opening and handling of incidents • Solving service request for the customer • German & English constant communication (written & oral)

• Incident Management on ITIL standards. • Application monitoring • Keeping contact with customers, providers and relevant departments • Tracking incidents and provide professional support between relevant departments • Ensuring high-level availability solutions • Opening and handling of incidents • Solving service request for the customer • German & English constant communication (written & oral)

First and second-level support to customers worldwide (mainly Germany and the USA). First and second level support: Workstation and user management (Active Directory), network printers, Blackberry, SAP and Citrix, following ITIL standards.