Marcus Gebhardt

Berufserfahrung von Marcus Gebhardt

• Bis heute 2 Jahre und 7 Monate, seit Dez. 2021

  Process Consultant

  arvato Systems GmbH | Bertelsmann SE & Co. KGaA

• 8 Jahre und 9 Monate, März 2013 - Nov. 2021

  Manager Network Operations

  Bertelsmann AG / Arvato Systems

  -Management lead for teams of network engineers -Accountability for incident and problem management as well as service request fulfillment within network area -Functional lead of international offshore teams in Malaysia and New York -Ramp up of a fully integrated firewall policy management based on software automation Achievements: -Redesign of firewall request management and securing of operational level in a challenging environment -Set-up of a highly performant team during a period of change

• 1 Jahr und 6 Monate, Sep. 2011 - Feb. 2013

  Manager IT Services

  Bertelsmann AG / Arvato Services

  -Management lead for a team of IT specialists -Accountability and responsibility for IT operations management -Sustainable cost controlling -Coordination of internal and external suppliers Achievements: -Development of a comprehensive IT operations concept -Step by step introduction of operations processes based on ITIL best practice

• 1 Jahr und 2 Monate, Juli 2010 - Aug. 2011

  Manager operational IT

  Bertelsmann AG / Arvato Services

  -Management lead for a team of developers in layout and data processing environment -Reorganization and optimization of business processes -Definition of appropriate procedures and generation of know-how related to color digital print technologies Achievements: -Introduction of a structured disposition and handling of development orders

• 8 Monate, Nov. 2009 - Juni 2010

  Groupleader Business Customer Management

  Telefònica o2 Germany GmbH & Co. OHG

  -Integration of all business customers from mobile and fixnet areas into service management support -Development of standardized service level management process for business customers -Direct and indirect support of business customers from a technical perspective -Management lead for a team of ten employees Achievements: -Generation of a common understanding for integrated services in the merger phase -Establishment of a unique frontend for service level requests

• 2 Jahre und 6 Monate, Mai 2007 - Okt. 2009

  Head of Network Management

  Telefònica o2 Germany GmbH & Co. OHG

  -Management responsibility for team Network Management -Transformation of business objectives and the related balanced scorecard -Management of compliance to key performance indicators in change and configuration management -Accountability for processes change, configuration and service level management -Sub-project lead within ISO 20.000 certification of Technology Operations department

• 3 Jahre und 1 Monat, Apr. 2004 - Apr. 2007

  Servicemanager

  Telefonica Deutschland

  -Operative support of key accounts in service provider and enterprise area -Definition and measurement of key performance indicators and service levels -Coordination of customer projects with focus on service improvements -Sub-project lead for introduction of a new ticketsystem Achievements: -Detailed modelling of service structure in ticketsystem -Successful migration to the new system

• 1 Jahr und 5 Monate, Nov. 2002 - März 2004

  Supervisor Network Control Center

  mediaWays GmbH

  -Functional lead of Network Control Center in daily operations -Responsibility for incident and escalation management -Management and controlling of supplier service level -Implementation of measures for optimization of operational procedures Achievements: -Introduction of regular service review meetings with suppliers -Implementation of continuous exchange with business sales units and therefore improvement of collaboration

• 1 Jahr und 10 Monate, Jan. 2001 - Okt. 2002

  Internet Engineer

  mediaWays Internet GmbH

  -Monitoring and troubleshooting within IP and access networks and datacenter -Customer call management and incident tracking -Troubleshooting on Cisco and Juniper routing and switching devices -Tracking of supplier cases Achievements: -fast adjustment to new skills -first contact for team members in terms of technical issues

• 1 Jahr und 11 Monate, Feb. 1999 - Dez. 2000

  IT Kaufmann

  Wahl Unitrans GmbH, Deutschland

  Administration und Pflege der Speditionssoftware, Programmierung kleinerer Anwendungen auf der IBM AS/400 Umgebung, Installation und Betreuung von Speditionssoftware bei Kunden