bernd maurer

* Nov 2003 to Oct 2005 for PC Client (EMEA) * Nov 2005 to Oct 2008 for EUS (Global) focus Desktop and Data Management * Nov 2008 to Oct 2009 for HP IT Services focus Workplace Services * Skill: * Root Cause Analysis * methods (Ishikawa, 5 Why,...) * execution (reproduce issue in test environment) * Corrective Action * plan & test (includes mitigation plans and beta testing) * implement & monitor

* Nov 2006 to Oct 2007 ITIO (Global) * Skill: * Program & Project Management * ITIL Process Management * process design & implementation * process monitoring & reporting * process maturity improvements & training * Management engagement / presentation * Knowledge Management Tool (design / implementation) * Communication Management (owner & admin of a Technical Forum)

* Nov 2003 to Oct 2005 PC Client (EMEA) * Nov 2005 to Oct 2007 EUS (Global) * Nov 2006 to Oct 2007 ITIO (Global) * Skill: * Program & Project Management * ITIL Process Management * process design & implemenation * process monitoring & reporting * process maturity improvements & training * Management engagement / presentation * Problem Management Tool (design / implementation)

* Nov 2001 to Oct 2004 3rd Level (EMEA) * Nov 2003 to Oct 2005 PC Client (EMEA) * Nov 2005 to Oct 2007 EUS (Global) * Skill: * Knowledge Management * create / update knowledge articles * document use case scenarios * People Trainer * trainer for service related knowledge * trainer for knowledge tool usage * Application support * 1st level support for knowledge tool

* Jun 1997 to Dec 1998 Site IT as contractor * Jan 1999 to Oct 2002 Site IT (local) * Jan 1999 to Oct 2001 1st Level (Germany) * Nov 2000 to Oct 2003 2nd Level (EMEA) * Nov 2001 to Oct 2004 3rd Level (EMEA) * Skill: * Incident / Escalation Management * PC HW/SW and OS (install / repair) * PC Network/Remote connectivity (setup / configuration) * End User support / engagement (direct / remote)

* Nov 2014 to Nov 2015 for HP (Service Problem Management) * Nov 2015 to present for Hewlett Packard Enterprise (Service Problem Management) * Nov 2015 to present for HP Inc. (Service Problem Management) * Skill: * Design & Manage the Workflow process and procedures * Implement & Document process and procedures changes * Train process and procedure users * Assist the Process Owner

* Nov 2003 to present for PC Client (EMEA) * Nov 2005 to Oct 2008 for EUS (Global) * Nov 2008 to Oct 2015 for HP IT Services * Nov 2011 to Oct 2015 for HP Applications * Nov 2013 to Oct 2015 for HP Sites * Nov 2015 to present for Hewlett Packard Enterprise * Nov 2015 to present for HP Inc. * Skill: * Trend Monitoring (peak and gap analysis) * Data Mining & Issue Validation (normalize and confirm issue) * Hosting analytic review sessions & Documenting observations * Trainer on analysis methods and tools

* Nov 2003 to Oct 2005 for PC Client (EMEA) * Nov 2005 to Oct 2008 for EUS (Global) * Nov 2008 to Oct 2015 for HP IT Services * Nov 2011 to Oct 2015 for HP Applications * Nov 2013 to Oct 2015 for HP Sites * Nov 2015 to present for Hewlett Packard Enterprise * Nov 2015 to present for HP Inc. * Skill: * Program & Project Management * Process & Tool Trainer

* Nov 2003 to Oct 2005 for PC Client (EMEA) * Nov 2005 to Oct 2008 for EUS (Global) * Nov 2008 to Oct 2015 for HP IT Services * Nov 2011 to Oct 2015 for HP Applications * Nov 2013 to Oct 2015 for HP Sites * Nov 2015 to present for Hewlett Packard Enterprise * Nov 2015 to present for HP Inc. * Skill: * Data Model Architecture & ETL Processes * Data Base Design & Maintenance * Report Design & Provisioning * Mentor for Data Base integration

* Nov 2015 to present for Hewlett Packard Enterprise (Service Problem Management) * Nov 2015 to present for HP Inc. (Service Problem Management) * Skill: * Monitor & Drive operational progress * Measure & Act on team goals and metrics * Hold team huddle meeting for improvement * Process mentoring & Technical skill training