Andreas Herbinger

Prof. and disciplinary leadership of IT Services and Support departments. Selection, eval., mgmt. and support of field hardware (PCs, tablets, notebooks, printers, etc.). Responsible for Microsoft Windows & Office 2nd level support, license management as well as the first contact for various IT topics. Scripting, delivery and monitoring of the software distribution. Selection, management, coordination and support of external service providers (User Help Desk and Field Service).

Professional leadership and escalation support for 24 Support Engineers and two Support Manager in India for the areas SQL Server and Developer Tools. Manage people and operational business for EMEA customers to meet targets/key performance indicators. Encompass driving continuous business improvement to support operational needs, cost efficiency and customer experience. Implement innovative initiatives/projects to evolve the business.

Managing a local and EMEA virtual team of highly skilled senior Escalation Services employees and Premier Field Engineers in the Microsoft Global Business Support organization for the Microsoft Unified Communications - OCS/Lync cluster (EMEA customers). In charge of business development, customer experience, people development and readiness, assessment programs, hiring, staffing and managing critical situation engagements. Budget responsibility for moral, travel and IT investments.

Managing a second level support and EMEA virtual escalation services team in the Microsoft Global Business Support organization for Microsoft Outlook, Lync, Project and Mac Office cluster. In charge of business development, customer experience, people development and readiness, assessment programs, hiring, staffing and managing critical situation engagements. Budget responsibility for moral, travel and IT investments.

Account management, upsell additional services, service introductions and delivery of technical advisory on a high level of partner satisfaction for 30-40 Microsoft partners from Germany, Austria, Switzerland. Act as single point of contact and delivery of online workshops as well as face to face presentations for audiences up to a hundred of participants and organization of events.

Responsible for the complete product life cycle management, support, development and rollout of Microsoft’s Enterprise-Resource-Planning software Apertum in Germany, Switzerland and Austria. Managing high customer and partner expectations, escalations, implement legal requirements for the market, upsell other Microsoft Enterprise-Resource-Planning solutions to partners.

S.C.I. & BTK AG was a med. size company which developed an ERP and a CRM product sold in Germany, Switzerland and Austria. Acquisition by US Company Great Plains and later acquired by Microsoft. Development lead and programmer of enterprise resource planning (Apertum) modules and project manager of the localization of the German version of Great Plains eEnterprise US (ERP product). Resp. for the software product life cycle and rollout in Germany, Switzerland and Austria.

Mathematical and natural science