IT and Telco Operations: ITIL v2, ITIL v3, Network Operations, etom, 1st and 2nd Level Support, Call Center, Operations Support Systems (OSS, NGOSS)

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1 Contact: Thomas Bez Phone: TEDESCA Unternehmensberatung Management Consultancy Consultant Profile Personal Data Name: Year of Birth: 1961 Education: Thomas Bez IT Experience: Since 1982 Languages: Professional Career Since 2007: Graduate in Mathematics (Dipl.-Math., Computer Science, Humboldt University Berlin, 1987), Business Administration part-time studies (Fern-Universität Hagen, 1997) German (native), English (fluent), Russian, French (basic skills) Independent Consultant for Information Technology, Telecommunications and Business Organisation 2006 to 2007: Service Delivery Manager at Nokia Siemens Networks GmbH & Co KG 1990 to 2006: Various management functions at Siemens AG, Telecommunications Division 1987 to 1990: Research assistant at the Academy of Sciences of the GDR Consultancy Focus Project Management and Interim Management with focus on IT, infrastructure, services and restructuring Business Analysis and Administration in telecommunications and IT services Strategy Development on processes, service and outsourcing for technology-affine enterprises Process Consulting in planning, implementation, administration and optimisation of ITIL and etom based operations processes Success Factors Analyst with wide methodical experience, structured and concise Strategist with comprehensive all-rounder knowledge, aiming at business success Practical performer with high competence to solve problems Cooperative team worker, self-motivated and motivating others Efficient manager with a mature leadership record Competence Areas IT and Telco Operations: ITIL v2, ITIL v3, Network Operations, etom, 1st and 2nd Level Support, Call Center, Operations Support Systems (OSS, NGOSS) Thomas Bez Consultant Profile 1

2 Business Processes: Business Process Management (BPM), Workflow Management, Business Process Reengineering, Business Support Systems (BSS) Business Administration: Business Analysis, Business Intelligence, Product Management, Service Marketing, Managed Services, Service Level Management (SLA), Outsourcing Security and Availability: Risk Management, Information Security Management (ISMS), ISO 27000, Business Continuity Management (BCM) Telco Technologies: Mobile Networks, MVNO/MVNE, Lawful Interception (according to German law), Optical Networks, TeleManagement Forum (TMF) Information Technology: Information and Content Management, System and Network Security, RDBMS, Linux, various programming languages Leadership: Project Management, Line Management, Change Management, intercultural skills Industry Knowledge: Telecommunications (Network Supplier and Service Provider), IT Service Provider, Insurance, Bank, Research Institutes Countries: Switzerland, Belgium, Netherlands, Luxembourg, UK, France, Portugal, USA, Saudi Arabia, Viet Nam, India IT Skills Software: MS Office, MS Project, Visio, ARIS Toolset, Ultimus BPM Suite, Content Management Systems Operating Systems: Linux/Unix (administrator level), Windows NT/2000/XP, Windows Server 2003, Mac OS X, Midrange architectures Programming Languages: Pascal, Modula, Chill and other high-level languages; C, C++ and other system languages; PHP, Javascript and other scripting languages; HTML/CSS Databases: RDBMS, SQL, Data Warehouse/Business Intelligence, Storage Networking and Data Communication: TCP/IP, LAN/WAN architecture, Telecommunications (voice/data, backbone), Client/Server architecture, Web servers, Mail servers, Firewalls and IDS Certificates Senior Project Manager ITIL v3 Foundation ISO Lead Auditor Projects 3/ /2012 Service Operation Manager Bank Period: 3/ /2012 Oracle SCN Patch Rollout Job function: Project Manager Lead of the patching and upgrade project Thomas Bez Consultant Profile 2

3 Project scope: Implementation of the patches to solve the Oracle SCN (System Change Number) problem on all Oracle databases of the bank (several thousand instances) and upgrade of older database versions Definition of the project scope (PID), calculation of the project budget, interviews and staffing for the project team Lead of the project team with nine direct reporting members in the regions Europe, APAC and Americas Definition of the patch and upgrade scenarios, classification of appilcations according to their business criticality and their degree of exposure, overall planning of activities and target timelines for development, test and production systems Planning of the bulk patching of all instances supported by central database administration groups, reconciliation of an appropriate change approval process, coordination of changes with approver and implementor groups Coordination of patching and upgrades with application owners, coordination with an external service provider for branches in Germany and five other countries, scheduling and follow-up of patch and upgrade dates Individual planning of upgrades, technology refreshs and decommissionings with application owners Solution of exception cases (e.g. missing support from 3rd party software vendors, insufficient budget for upgrades) with the application owner or escalation Planning, implementation and maintenance of a tracking tool keeping the database inventory, to track the patch or upgrade status, and to support generation of standard and ad-hoc reports Improvement of manual and automated maintenance of the CMDB and regular synchronisation of the database inventory with the CMDB Coordination of incident management activities with Oracle Reporting to US-based senior management and steering committee presentations Technology: Oracle database Methodology: ITIL Service Operation, Change Management, Configuration Management 7/2010-2/2012 Service Transition Manager Bank Period: 7/2010-2/2012 Migration of four funds management applications Job function: Project and programme manager for infrastructure migration Lead of the infrastructure projects and the entire programme Programme scope: Change of external infrastructure provider, migration to other data centres (volume 150 servers), technology refresh for hardware, OS, and middleware, migration of numerous external data connections (file transfer, message queues) with business partners and customers, decommissioning of the old environment Control of the new and the old infrastructure provider Coordination of parallel progress of application development and infrastructure rollout with application owners and infrastructure provider Thomas Bez Consultant Profile 3

4 Management of project budget Observation of country specific requirements (Germany and Luxembourg) on compliance and information security Coordination of a couple of special solutions by the provider (in particular to address requirements on storage) and testing/acceptance by the application owner Implementation of some design changes during project runtime (provider offers, budget management, change management) Communication with Group Audit in order to solve an audit issue Reporting to the Head of Service Transition, status communication to senior management Accomplishment of a few other, smaller infrastructure projects, coordination with bank internal infrastructure provider Technologies: MS SQL data base, SAN storage, Websphere MQ, Checkpoint Firewall Methodology: ITIL Service Transition 2/2010-4/2010 MVNO Technology Consultant Consultancy (Telecommunications) Period: 2/2010-4/2010 Development of portfolio element MVNO consulting Job function: Technology Consultant Conceptual design and detailed planning of the consulting module MVNO operations Sales kit for consulting on MVNO (Mobile Virtual Network Operator) rollout and operations Blueprints for project plan, resource planning and budget Targets: sourcing and partner management, SLA and contract management, regulatory requirements, risk management, infrastructure for IT and operations, operations processes, operations and business support systems, human resources Infrastructure and application concept for mobile banking and mobile payment for target customers 11/ /2009 Process Consultant for IT Operations Insurance Period: 11/ /2009 Centralisation of Mainframe application, middleware and infrastructure services Job function: Process Consultant for IT Operations Outline of an operations concept for centralised Mainframe application, middleware and infrastructure services Definition of objective, format and required contents of the operations concept Analysis of the existing mainframe environments in several local companies Alignment with defined process landscape (ITIL based) and governance model (Touch Points) Thomas Bez Consultant Profile 4

5 Definition of documentation standards for the operations concept Compilation of task lists (RACI matrices) for important functional areas of mainframe operations Development of the project plan for a pilot local company 08/ /2009 Consultant and Project Leader for Commercial Due Diligence Insurance Period: 08/ /2009 Consolidation of the data centres of European local companies Job function: Consultant and Project Leader for Commercial Due Diligence Commercial Due Diligence in one local IT company and management of the team Planning of methodology, procedure, scope and structure of data acquisition Inventory of assets (infrastructure, hardware, software licenses) in several locations Inventory, analysis, risk analysis and categorisation of all contracts Determination of consolidated budgets for the IT service Comprehensive revision-safe documentation Methodology: Commercial Due Diligence, IT Controlling 02/ /2009 Consultant and Project Leader for Business Analysis Insurance Period: 02/ /2009 Consolidation of the data centres of European local companies Job function: Consultant and Project Leader for Business Analysis Business and financial analysis of several local IT companies and management of the team Development of a standardised evaluation concept for the data center consolidation of several local companies Collection of data about assets, contracts and organisation Statistical and economical evaluation and calculation of the business plans Preparation of the financial part of the migration concept Methodology: Business Intelligence, Data Mining, ITIL Service Design and Service Transition 08/ /2008 Management Consultant Service and Outsourcing Provider for Telecommunications Networks Period: 08/ /2008 Job function: Consultant Setup of a new service sector for network operations within a service outsourcing provider Management consulting Alignment of the strategy with experiences of comparable market players Proposals for the strategic positioning Thomas Bez Consultant Profile 5

6 Structuring of the service portfolio Definition of the stand of operations processes and management systems Assessment of the existing organization and experience Methodology: TeleManagement Forum (etom, NGOSS), ITIL Service Strategy 06/ /2008 Consultant and Business Analyst Assistance and Insurance Period: 06/ /2008 Consolidation of the data centres of European local companies Job function: Consultant and Business Analyst Analysis, general planning and sales coordination for the consolidation of the data centre of one European local company Requirement analysis and development of a frame concept for the consolidation Inventory of used applications, server and client virtualisation technologies, communication services, and existing or aspired Business Continuity Management scenarios Concept for central providing of technologies, middleware services, communication services, and Business Continuity Management support (taking already used contingency service suppliers into account) Commercial assessment (business plan and budget) Support to the account management of the IT Provider during the offer generation Coordination of requirements and SLA with the product management Transfer to the technical migration projects Technologies: Data bases, server virtualisation, terminal services, SAN/NAS, telephony (call centre/cti), WAN Acceleration, Intel and Sun platforms, IBM i-series Methodology: ITIL Service Transition 03/ /2008 Management Consultant IT and Software Supplier Period: 03/ /2008 Job function: Consultant Improve the positioning in the marketing of OSS solutions in the telecommunications sector Strategy consulting to improve the positioning in the marketing of OSS solutions in the telecommunications sector Analysis of the product portfolio, the general product strategy and the present market positioning Formulation of an action plan based on the standards and activities of the TeleManagement Forum (NGOSS) Identification of suitable potential industry partners and contacts Methodology: ITIL Service Strategy, TeleManagement Forum Thomas Bez Consultant Profile 6

7 12/ /2008 Service Delivery Manager Service and Outsourcing Provider for Telecommunications Networks Period: 12/ /2008 Job function: Service Delivery Manager Setup of a world-wide distributed compound of Service Delivery Centres of the enterprise division (Global Network Operations Centers) Cooperation on the commercial and technical planning of the Global NOC compound of Nokia Siemens Networks Integration and migration of existing national operations centers to the global concept Responsibility for the construction of a homogenous, secure and highly available technical infrastructure for all Global NOC Risk assessment, deduction of immediate measures for the existing Global NOC sites and support of the Local Companies with the implementation of the measures Development and approval of a certification strategy and preparation of a security certification in accordance with ISO Introduction of a strategy for Business Continuity Management in accordance with BS with redundant design of the most important support systems and development of a Business Continuity Plan for disaster recovery after partial or complete loss of one operations center site Methodology: ITIL Service Design and Continual Service Improvement, ISO ISMS, BS25999 BCM 10/ /2006 Project Manager for Network Operations Mobile Virtual Network Enabler Period: 10/ /2006 Investment Programme "Mobile Virtual Network Enabler" Job function: Project Manager for Network Operations Concept, planning and implementation of network operations Creation of the operations concept, covering CRM, billing, logistics and network operations, in accordance with ITIL and etom principles Planning, assessment and selection of network and operations sites Planning, specification and product selection for the required Operations Support Systems Integration of the services of several service partners and selection of partners Definition and negotiation of the processes, interfaces and SLA with partners and customers Negotiations of the contracts with suppliers of components and services Methodology: ITIL Service Delivery and Infrastructure Management (Refer to project sheet for further details.) 01/ /2005 Service Strategy Manager for Value Added Services Service and Outsourcing Provider for Telecommunications Networks Thomas Bez Consultant Profile 7

8 Period: 01/ /2005 Job function: Service Strategy Manager for Value Added Services Product Line Management for Network Operations services Responsibility for the products of the Service Line Introduction of new services in the area of Outsourcing and Managed Services Support of large-scale projects with economic assessment, risk assessment, and project-related development of operations and maintenance concepts Guidance, enabling and support for Local Companies with marketing of services to international customers Extension of the international network of service delivery units and centers of competence Harmonisation of the processes of the international Service Delivery units in accordance with the etom process model of the TeleManagement Forum Methodology: TeleManagement Forum (etom), ITIL Business Perspective and Service Delivery 07/ /2002 Head of Network Operations Center Service Provider for Telecommunications Networks Period: 07/ /2002 Carrier Network Operations Center of Siemens in Leipzig Job function: Head of Network Operations Center General Manager of the Network Operations Center Responsible for 30 employees Daily business comprising maintenance services (call center and 1st line support for 90 German service providers), operations services (three-shift Network Operations Center with operations services for 40 customers) and Lawful Interception according to German law Consolidation of two operations centers, migration of customers, centralisation of the 1st line support from several service regions and setup of a call center Redefinition and consolidation of operations and maintenance processes Setup of an infrastructure of information systems, Operations Support Systems (OSS) and security systems (firewalls, remote access) Introduction of Business Continuity with a secondary site in the urban area, third party sourcing of contingency services and implementation of an appropriate WAN concept for redundant access by customers (Refer to project sheet for further details.) 01/ /2001 Senior Consultant and Product Line Manager for Consulting Telecommunications Solution Provider Period: 01/ /2001 Operations Consulting Job function: Senior Consultant and Product Line Manager for Operations Consulting Several projects of business process consulting and management of the Service Line of Operations Consulting Thomas Bez Consultant Profile 8

9 Development and introduction of the service 'Operations Consulting' as a marketable product in the solution provider portfolio Several projects (in Germany, Belgium, Saudi Arabia, USA) of business process consulting and management of the Service Line of Operations Consulting Program management, project acquisition and coordination of a world-wide network of consultants 10/ /1998 Consultant for System Development Telecommunications Supplier Period: 10/ /1998 Multi Domain Management Solution for Regional Carriers Job function: Consultant for System Development Development of the system architecture and pilot implementation of the new product with a key customer 10/ /1997 Department Head for Product Management and Technical Sales Telecommunications Supplier Period: 10/ /1997 Job function: Department Head for Product Management and Technical Sales Product management and technical sales for network management systems in mobile and landline switched networks 08/ /1995 Head of Group in Product Management Telecommunications Supplier Period: 08/ /1995 Job function: Head of Group in Product Management Product management and marketing for network management systems in mobile communications networks 10/ /1993 Team Leader in Software Development Telecommunications Supplier Period: 10/ /1993 Job function: Team Leader in Software Development Development and integration of system and application software on UNIX platforms 09/ /1990 Research Assistant Period: 09/ /1990 Research Institute - IT and Telecommunications Industry Job function: Research Assistant Design and software development Development of concepts and prototypes for the East German telecommunications market Thomas Bez Consultant Profile 9

10 Development of software management tools for heterogenous C/Chill environments Contact Thomas Bez Bochumer Strasse Schwanebeck Germany Phone [email protected] Web Thomas Bez Consultant Profile 10