Dipl.-Kfm. Björn Christiansen

Björn Christiansen

Senior IT/Business Consultant

ITIL V3 und Prince2 certified

20 years of IT experience

Strong communication and documentation skills

Teamplayer with solution orientated leadership skills

Curriculum Vitae

Personal Detail

Date of birth 11.11.1972

Nationality German

Family status informal marriage, 1 daughter

Education

10/2006 Graduated as Master of Business Administration

Main focuses:

Ø  Commercial Information Technology

Ø  Business Law

Ø  Marketing

Ø  Production Management

05/1992 Abitur (Diploma from German secondary school qualifying for university admission or matriculation) at Christian-Rauch-Gymnasium in Bad Arolsen

Further Education & Certificates

12/2011 ITIL v3 Foundation Certification

05/2011 Prince2 Foundation Projektmanagement Zertifizierung

06/2002 Siemens internal training for Microsoft-Office-Products

05/2001 Siemens internal training for "Service orientated telecommunication"

04/2001 Siemens internal training for "Qualitymanagement"

04/2001 Siemens internal training for "data protection and IT security"

02/2001 Siemens internal training for „Advanced Business English“

Projects

07/2014 – today Siemens AG

Location: Munich

Change Manager IT HR

Subject: Sub Project Lead for the Transition of a new Java/Webfocus Reporting Tool from the development project to normal operation mode

Change Management/ Service Enablement of 3 worldwide HR Reporting Tools (SAP BW, Java, Webfocus) in operation mode

Tasks:

·  Budget Planning for 3 IT Services

·  Coordination/Execution of Transition Tasks to step over to normal operation mode

·  Process Design & Service Enablement (Process implementation, Trainings, Workshops etc.)

·  Process Optimization / Create and coordinate Continual Service Improvement Measures

·  In operation mode: Create IT- and Functional Concepts, Alignments with customers, Coordination of Change Tasks for an international team, Reporting & Jour Fixes

02/2014 – 07/2014 NCR Corporation

Location: Munich

ITSM Process Designer

Subject: Design / Description / Visualization & Rollout of ITSM Processes within Service Tower RTC (Real-time Communication)

Tasks:

·  Design ITSM Processes for the Head- and Sub-Towers of RTC

·  Describe and visualize ITSM Processes

·  Establish escalation schemes

·  Design, describe and visualize procedure descriptions, work instructions and checklists

·  Perform Process Trainings and Workshops

·  Coordinate Service Delivery Teams

09/2012 – 01/2014 ATOS

Location: Munich

IT Project Lead / Problem manager

Subject: Design & Rollout of a new standardized Problem management Process for all existing customers of ATOS

Tasks:

·  Responsible for the introduction of the ASMM / ITIL V3 based Problem Management Process rollout in the ATOS Service Towers (Factories)

·  Overall Project Manager and Team lead for process design and rollout inclusive related tools, monitoring and reporting adaptations.

·  Manage the account transition teams throughout the transition process until handover to the Problem Management delivery team.

·  Communication with Account Service Teams and Process Service Managers on issues identified and close process gaps when required.

·  Perform quality gate reviews pro account, define and implement service improvement plans as part of Continual Service Improvement.

·  Reporting to the SMC Regional Process Owner GBU Germany

·  Perform Gap-Analysis on existing accounts and design customer specific processes and procedures

·  Implementation and performance of remote trainings

·  Creation and Performance of customer presentations

·  Coordination of Audit activities

01/2012 – 08/2012 Unify (Siemens Enterprise Communications)

(Managed & Maintenance Service / Service Portfolio Management / Service Catalogue Management)

Location: Munich

Project lead / Product manager / Service Solution Designer

Subject: Product design and market introduction planning of the Service Offering „OpenScale Support“, “Partner Support” and “Partner Care” for the indirect channel

Tasks:

·  Product manager of Service Offering “OpenScale Support V2” and “Partner Care”

·  Project lead and Service Solution Designer for the Service Offerings „Partner Support“ und „Partner Care“

·  Creation and coordination of requirement papers, processing guides/concepts, operational handbooks and business cases

·  Coordination of activities with Service Delivery Managers, Marketing and distribution

·  Design and modifications of Service Elements including integration activities for the Global Service Catalogue of Unify

04/2007 – 12/2011 Unify (Siemens Enterprise Communications)

Location: Munich

Senior IT Process Consultant

Subject: 2nd Level Support for the Central License Server and the VPN Client Software BT Mobile XPress

Tasks:

·  Team lead for IT- and Business Support activities for Outbound Licensing and VPN

·  Operational activities within Incident-/Problem-/Change- and Asset management

·  Licensing Project lead assistance

06/2006 - 04/2007 R&K-Service

Location: Paderborn

Business Manager Assistance

Tasks:

·  Customer Care, new client acquisition, administration, human resources planning, route planning, accountancy, field service

06/2006 – 04/2007 A&O ITEC

Location: Paderborn

Technical Engineer

Tasks:

·  Investigation/Diagnosis and Repairing activities for Hardware- and Software incidents of Siemens Fujitsu Mobile and Desktop Computers, Printers, Monitors and ATM`s

·  Onsite Hard- und Software installations for Siemens Partners and Corporate Customers

10/2000 - 06/2006 Siemens Business Service

Location: Paderborn

1st and 2nd Level Support


Tasks:

·  Global Customer Care (e.g. Wacker Chemie, Sony, Bayerische Landesbank, Norddeutsche Landesbank, ContinentalTeves)

·  Incident- /Assetmanagement and Controlling

·  Document Management of technical procedures and work instructions

·  1st Level Support of Hardware Software (Microsoft-Products, Novell, Lotus Notes, SAP and standard Adobe and Corel products

04/1997 - 09/2000 R&K-Service Paderborn

Location: Paderborn

Technical Local/Field Service

Tasks:

·  Technical Service of Westlotto Terminals Westfalen/Lippe

·  2nd Level Software- und Hardwaresupport at Aachen Münchener Versicherung in Cologne

·  Technical Assistance within SINITEC Notebook-Repaircenter

08/1994 – 10/1994 Internship within Marketing department of company HEWI in Bad Arolsen

07/1992 – 07/1994 Bundeswehr

Temporary Career Soldier

Tasks:

·  Data collection and Data Mining for troop unit ELOKA

Foreign Languages

English business fluent

Latin qualification in Latin

IT Key Aspects

General

·  Prince2 Project management certified

·  ITIL v3 certified

·  17 years of experience in ITSM processes of corporate clients

·  ITSM Process optimizations on ITIL V3 standard

·  Document Care for Knowledge databases and Knowhow resources

·  Process/Procedures documentations, visualizations and optimizations

·  Coordination of business and IT solution aspects

·  Process Design, -Trainings and Rollouts

·  Licensemanagement (Inbound & Outbound)

·  2nd/3rd Level IT and Business Support

·  VPN-Consulting (Server & Client)

·  Reportings / Jour Fixe / Statistics

(Cluster-/Faktoren-/Regressionsanalysen; Data Mining)

Long standing experience with global corporate clients

·  Wide range of Software/Hardware knowledge

Software skills

·  POETIC

·  SAP R/3

·  BMC Remedy / ITSM Suite 7

·  SDM12 (Computer Associates)

·  CRM-Systems

·  Marketing applications

·  Logistic- and distribution software

·  Asset Management Systems (incl. Installed Base databases)

·  Licensing tools

·  Knowledge database software systems (ResolveIT, CAKT, KNOX)

·  Software, Hardware and Distribution Configurators

·  Microsoft Office

·  Microsoft Visio

·  Microsoft Sharepoint 2007/2010/2013

·  Livelink ECM

·  All Microsoft OS

·  Linux, UNIX experiences

·  Android

Methods

·  Requirement Analysis

·  ERM Analysis

·  Process analysis and -documentation

·  Process modeling

·  Technical documentations

·  Trainings concepts and -handbooks

·  Training Performance / Workshops

·  Rollout-Planning and -realization

·  Coordination of international technical teams

·  Knowledge Management, e-Learning

Databases

·  Access

·  MS SQL Server, mSQL / mySQL, SQL

·  Oracle Database Server SQL, PL/SQL

·  MS Windows 2000 Server, MS Internet Information Server

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Dipl.-Kfm Björn Christiansen Tel.: 08208/2430112

Fichtenstr. 30a Mobil: 0174/2394041

86495 Eurasburg Fax: 030/6456554

email:

URL: http://www.christiansen-consulting.com