Basel, Basel, Switzerland
Confident, effective and accountable professional with over 25 years of experience in the IT industry delivering and supporting maintainable cost effective processes and solutions, leading teams by example, while at the same time always adhering to my main drivers of integrity, customer focus and accountability.
Responsible for end to end Service Management and Operational delivery for IDM, a global dossier authoring management system. • Builds and maintains good working relationships with the Business Representative and the client business base, monitors services and providing regular service reports to the management and business customers. • Designed, developed and introduced a single support model which harmonized numerous support approaches across a wide variety of applications and stakeholders utilizing the KISS principle. • Piloted the integrated of a third party vendor into the support model to provide first and second level support to enable 24/7 follow the sun coverage IDM and Publishing Tools (IP). • Manage globally dispersed virtual teams to deliver added value and provide support to tools and business processes for a very complex multi-component integrated solution. • Applies simple procedures and defined standards to meet current business, customer and technical requirements while coordinating support teams in the resolution of complex problems. • Leads specialist resources on technical issues within the solution and provides on-going analysis of the Operational Support model highlighting and implementing areas for continuous improvement. • Developed and Manage Incident, Problem, Change and Release Management processes according to ITIL.
• Individually coordinated the design, set-up and management of an infrastructure service portfolio across the lifecycle of over 50 services. • Managed relationships with and expectations from customers at all levels up to Site Head(s) and including internal and external service provider groups. • Led and coordinated virtual teams across numerous cultures and geographic regions to provide consistent and supportable solutions within organizational standards.
• Member of team which managed infrastructure service portfolio across the lifecycle of over 100 services. • Implemented ITIL ITSM framework as method to facilitate Global Informatics transformation.
Worked in coordination with Roche internal team to provide analysis and development to support local and global Remedy applications. Lead architect in the design and development of the organization's Request Management Tool using Remedy's ARS.
Led a team of 7 developers in the delivery of Remedy ARS solutions and provided pre-sales support in collaboration with Remedy Corp for Eastern Europe in presenting the functionality and services that a Remedy ARS application could provide.
Consultant - Led or participated on a myriad of consulting project teams providing management, mentoring, technical expertise and business development.