Alexander Schmidt

Experience

• 

  IT Services Hungary Kft.

  Aug 2008 - Dec 2013

  ▪ Planning, coordinating and holding of IT (Office 2003-2010, Windows XP-7, Hardware, Network), ITIL v3 Foundation and Softskill trainings ▪ Daily operation of T-Systems business applications and user/account control for these according to ITIL ▪ 1st level call handling, customer contact.▪ Solving of first-fix incidents according to ITIL Incident Management▪ Planning and holding of group intern training sessions.

  • IT Trainer

    Apr 2012 - Dec 2013

  • System Administrator

    Oct 2010 - Apr 2012

  • Service Desk Agent

    Aug 2008 - Oct 2010
• 

  Cognizant

  Dec 2013 - Jul 2015

  ▪ Besides my original trainer task, I have been trusted with the organization of Team Events▪ Preparation of management reports▪ Communication with the management in any training related topic ▪ Planning, coordinating and holding of IT (Hardware, Windows 7 and 8, Networking, Office 2010 and 2013), ITIL v3 Foundation and Softskill trainings▪ Supervision of training related communication▪ Reporting and documentation of basic and refresher training status

  • Deputy Training Lead

    Apr 2015 - Jul 2015

  • IT Trainer

    Dec 2013 - Apr 2015
• 

  Universitätsspital Basel

  Sept 2015 - Jan 2016

  ICT Technician

  ▪ Handling of user support requests▪ Acting as local on-site support▪ Planning and delivery of internal training courses

• 

  Panalpina

  Jan 2016 - Jan 2020

  ITSM Application Team Lead:• Lead the application development team with a continuous focus on value• Translate the agreed application footprint into actions and set priorities.• Ensure software vendor meets expectations and provide direction• Obtain and maintain excellent product knowledge from the software provider• Act as interface between the demand functions and software provider• Managing Application Lifecycle Management Solutions on a global scaleGovernance Responsible:• Execute on-demand ITIL 3 and 4 trainings• Managing the IT SM change advisory board• Support the IT governance process under the consideration of frameworks like SAFe, ITIL, COBIT• Assist the Governance manager in developing and executing IT/business vision, mission, and goals • Define IT Service Governance processes, forms and methodologies• Support IT project execution via Agile or predictive methodologies• Evaluates new policies and procedures for operational and control impacts• Define and support the formulation, propagation and adoption of Group-wide IT Service policies Show less • Implementation of state-of-art ITSSM Solution• Design and ownership of Major Incident Process for core business applications• Promoting an IT service culture• Overseeing development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives• Promoting service improvements on an ongoing basis to improve quality and customer satisfaction with IT services• Reviewing service metrics (KPIs) that identify the success of the services being utilized and coordinate implementation of changes• Coordinating inter-process changes with process owners• Ensuring alignment of ITSM solutions to business needs• Creation and maintenance of the catalog description of existing IT services offered• Ensuring appropriate OLAs/SLAs in place to support services• Analyzing and reviewing actual service performance against SLAs and OLAs• Provision of regular reports on service performance• Review of SLA targets and metrics where necessary• Review of OLA targets and metrics where necessary• Review of third party underpinning agreements where necessary Show less

  • Governance responsible and IT SM Applications team leader

    Jan 2019 - Jan 2020

  • Corporate IT Strategy & Design Service Manager

    Jan 2016 - Dec 2018
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  Value Insights - Agile Coaching and Training in Switzerland

  Jan 2020 - now

  Founder and The ITIL Guy

  • Agile leadership of the company• Planning and delivery of ITIL 4 and SAFe training courses• Sales, customer acquisition and business development

• 

  Dbi services

  Mar 2020 - Oct 2020

  Service Delivery Manager
• 

  Sympany

  Nov 2020 - now

  Head of IT Service Management
• 

  PeopleCert

  Apr 2024 - now

  ITIL Ambassador