Matthias Markwardt

Experience

• 

  Institut für Kosmosforschung Berlin

  Sept 1984 - Dec 1991

  Research Scientist

  Executed software development for space science experiments (test and data evaluation programs).Developed an universal toolsets for the graphical presentation of data.Contributed to the design, test and data evaluation of space science projects.Collaborated in the commission for informatics of the scientific program «Interkosmos».

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  Max-Planck-Institut für extraterrestrische Physik

  Jan 1992 - Mar 1997

  Research Scientist

  Contributed to the design and implementation of an internationally distributed database for storage and evaluation of experiment data for the ESA mission «Cluster».Performed leadership of the Cluster science data center located at the institute.Was a responsible project owner with respect to the German Space Administration.Developed analysis software for space science experiments.Conducted system and network administration at the location.

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  Sun Microsystems

  Apr 1997 - Jan 2010

  Responsible for providing systems support delivery management and personalized attention to a major account in the Financial Industry in order to meet the service levels agreed with the customer, driving customer satisfaction while maximizing effectiveness and profitability. Acting as service delivery representative and focal point of contact for the customers being their escalation path and internal customer advocate.Developed and maintained relationships with customers. Acting as a customer trusted advisor. Planned and deployed of support activities to ensure effective delivery within an agreed set of delivery constraints. Assured and improved the quality of the service, and maintained accurate account information.Regularly conducted meetings with customer‘s peers and reported on service delivery service level agreements. Show less Was responsible for delivery of effective and efficient 24x7 on-site services which support customers. Achieved this by managing a highly-motivated team of field support engineers.Mastered all service delivery related processes. Drove productivity and other metrics in a professional way. Encouraged a team spirit within the organization made operational decisions as necessary in order to deliver the best possible service.Worked within operational guidelines and made all decisions regarding the process and people within the organization and determined operational direction. Developed employees through regular meetings, appraisals, development and training needs. Show less Was responsible for providing field system support including hardware break- fix, maintenance and product installation on customer sites, interfacing with internal teams according to defined processes.Ensured a high level of customer satisfaction by meeting the service level agreements through effective delivery of technical support.Proactively helped to find problem resolution through use of system level diagnostics and escalation procedures. Understood service processes and was able to identify and solve a wide range of problems. Show less

  • Service Account Manager

    Jan 2002 - Jan 2010

  • Systems Support Supervisor

    Jan 1999 - Jan 2002

  • Systems Support Engineer

    Apr 1997 - Jun 1999
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  Oracle

  Jan 2011 - Oct 2013

  Senior Technical Account Manager

  After acquisition of Sun Microsystems continuation of the activities with respect to service account management for a major customer in Switzerland. Contributing to the design of support services in the dedicated account team for the customer.

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  Credit Suisse

  Mar 2014 - now

  End-to-end responsibility for all operational aspects regarding standardized applicationplatforms (incident and problem management, lifecycle management, OLA/SLA compliance).Planning and coordination of all operational activities.Proactive risk identification and mitigation.Safeguarding a 24x7 on-call duty cycle.Guiding and mentoring of a technical team during complex globally aligned IT projects.Definition of service standards and rules.Implementation of measures for continuous service improvement.Requirements management in face of application engineering and external product providers. Show less

  • Retired

    Sept 2020 - now

  • Head Application Operations

    Mar 2014 - Sept 2020