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Subject: UMTS/Call Center/ Pre Sales

Date: 05/12/01 at 5:20 PM
Posted by: Thomas Ludwig
E-mail: tludwig@mail.ru
Message Posted:

11BIS, RUE MAISON DIEU F-75014 PARIS, FRANCE
PHONE +33 143229050 OR +33603571383

E-MAIL TLUDWIG@MAIL.RU ; XANA_77@HOTMAIL.COM

Availability: Immediate

PERSONAL INFORMATION
D.O.B. 16.12.1958 German National. Bilingual English/German; additional knowledge of French, Italian, Spanish. My wife is a web-designer (Flash, Dreamweaver, Cold Fusion, ASP etc.), fluent in German, English, Russian; additional knowledge of Spanish and French.
Used (list incomplete):MS Windows 2000, NT, 98, Office 2000. UNIX, Java, Siebel ,Vantive, Remedy, Clarify, Visio, Meridian, Symposium, Data Warehousing, Corel Draw 8.0Cold Fusion Studio 4.5Cold Fusion Server 4.5Visio 5 & 2000Macromedia Director Shockwave Studio 8 Macromedia Freehand 9.02MACROMEDIA DREAMWEAVER 3 Macromedia Fireworks 3 Macromedia AuthorWare 5.1Macromedia Flash v5.0 Final Adobe Photoshop 6.0 Adobe Design 1.5Adobe Dimension 3.01 Frame Maker 5.5.6 + SGML Photo Deluxe 3.1 & numerous internal applications.


NORTEL NETWORKS 1999 - 2001

Germany and France, Professional Services/Customer Care:
Preparation of major UMTS, SDH, IP, leased lines bids and proposals. Competition analysis. Creation of a pre-sales 'boiler plate'.

Support of ongoing bids. Point of Contact between Professional Services and UMTS Technical Primes. Definition of Pricing Policies.
Developed an internal ASP tool. Re-designed existing Clarify tool ease access to existing Service Level Agreements.
Involvement in bids to: Cable & Wireless, Callahan, Carrier1, Colt, CompleTel, Deutsche Telekom, DiAx, Dresdner Bank, EADS, E Kabel, E Plus (KPN), First Mark, General Dynamics, Global Crossing, Group 3 G Telefonica, Lambdanet, MobilCom, Nacamar, Netcologne, Pandacom, Priority Telecom (UPC), QSC, RSL Com, Star One, Sunrise BT, Viag-Interkom, Vodafone (Mannesmann)
Took ownership for the writing, consistency and quality of the sales and customer documentation.
Managed the document release process to ensure milestones and targets are reached.
Presented sales presentations and documentation to internal sales staff, partners in regional sales offices and end customers.


Harlow, England. Professional Services. Service Delivery
Hewlett Packard GmbH, Boeblingen, Germany: Taking part in a pilot. Setting up a help desk from scratch (no procedures, no tools, no database).
Building customer relationship. Provide Hewlett Packard and Agilent with a fully managed service solution, eventually to cover 200+ sites in Europe.
Working in a high-security environment, constantly monitoring security standards according to customer needs, fostering a trust-relationship (NOC entrusted with round-the clock access to customer's internal networks).
Sell the service to Hewlett Packard Voice Operations, the voice management on site, and the call-centre supervisors.
Co-ordinate and monitor the activities of third party suppliers. Provide regular and in-detail reports on all activities to the customer.
Administration of Meridian PBXs and Symposium call center servers & other call center related equipment (Energise, Magnetic North wallboard), according to Service Level Agreement. Symposium scripting, PBX programming. Support of call center agents, user administration, creation and maintenance of the project website & a website for the customer Intranet (creation and translation of user manuals/interactive training/in-depth documentation of procedures, project progress).
Drive change in the development and implementation of tools and procedures. Devising test-plans (Visio) and testing of tracking tool integration. Remedy. Network- and equipment monitoring (Spectrum, OpenView). LAN/WAN troubleshooting. Co-ordination of third party contractors' activities. Liaising as an agent of Hewlett Packard and Agilent with Global One, Deutsche Telekom, Mannesmann Arcor, Siemens and DeTeWe

Experience of defining, setting up and operating interconnection agreements between incumbent operators and other Telecom Operators/Service Providers.

Knowledge of interconnect and wholesale services (including terminating access, carrier selection and operator services).

Knowledge of the technical components and operational issues required supporting interconnection between operators.

Good understanding of the commercial, financial, regulatory and technical factors involved in defining interconnection services.

Knowledge of major regulatory issues currently debated within the telecom industry, including costing methods, numbering plans, number portability, Universal Service obligations, accounting separation, tests of fair pricing, unbundled local loop.

Knowledge of the configuration management of contracts;
Constantly researching European Telecom regulations and directives; experienced in dealing with regulatory bodies.

Working with the pre-sales team, interpretation of Customer requirements
Liaising with a team of experts in the production of response to the RFQ.
Definition of a 'winning strategy' to each RFQ and the communication of that strategy to the bid team, control changes in the bid structure and content in winning the customer's confidence and firm order.


Part of a team to define 35 present and future carrier products, including Voice over IP.


Nortel Networks (Germany), Integrate newly acquired Baynetworks. Change Management:
Migrate Baynetworks servers (Windows NT Server) to the Nortel Networks network. Organize desktop support. Adagio, Lotus Notes, Corel Draw, Information Warehouse, Microsoft Office support. Backup Exec, Clarify. MS-Project. Extensive Y2K testing, software upgrading. Create new software images according to Nortel Networks standards. Build relationship with new suppliers.

CISCO JUNE - NOVEMBER 1999

Paris, France; Global Sales Training and Support.
Work with the Cisco Global Sales force on all levels, up to VP, helping sell Cisco products all over the world and to a wide variety of customers, using SIEBEL customer relations management tools to the full. Co-ordinate sales teams and engineer support. Database quality management and evaluation. Numerous live forecasts up to VP level (summing up hundreds of millions of USD in expected revenue). Production of actual quotes (with configuration tools). Work within tight schedules.
Vantive, Orion, administration of sales hierarchy (UNIX), various internal sales tools. Worked for several weeks at San Jose headquarters, advising US-Siebel users. Clarify (on CITRIX server).
Working closely with development to satisfy user requests and customize the tool according to the needs of the sales force. Database quality management.
Production of customer presentations (Power Point, websites, Flash, Fireworks)
1998


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