User-Helpdesk 1st Level Support

Range: 12 people, 6 years

Independent operating of a help desk for windows client-server and SAP R/3-user problems in an international IT system house:

• Call acceptance (telephone, e-mail, Web, paper fax / paper mail, CIM-interface and remedy)
• Dispatching over the monitoring system (group management) and standard queries
• Customer care incl. tracking & tracing
• Message administration incl. enquiry documentation after ISO following test instructions, good quality request registration
• Master data administration( clients, processor groups, system data - soft- and hardware assets, incl. enquiry documentation after ISO meaning change management) corresponding to administration concepts of CIM-systems and TMCDB tools
• Message administration incl. 1st level escalation

Systems, tools, procedures: ARS Remedy, CIM-Interface (individual development), MS Outlook, documentation after ISO 9000 Quality-Audit

Quality-Audit

Range: 8 people, 11 months

In the context of restructuring a public services company, the work habits and the process organizing side of legal protection had to be restructured and regulated nationwide. To this purpose a quality handbook, which contains practice proven actions and organizational rules, was issued. The handbook’s contents were already mandatory rules for the client’s work units. In the context of a quality assurance project univativ has screened (incl. pilot audits) 70 offices nationwide over a period of 11 months, in order to find out how far the handbook rules have been applied to improve process organization. Utilizing staff surveys and onsite inspections univativ was able to show up and outline, statistically evaluated optimizing potentials.

Systems, tools, procedures: milestone planning for budget and resource planning, statistical evaluation procedures, (e.g. cluster forming, pair comparison), guides for staff enquiries, MS Office (Word, Excel, PowerPoint)

Restructuring, Pricing

Range: 1 person, 6 months

The project contains the pricing analysis and revision for technical products of the water and sewage branch. univativ has taken the sole responsibility for these tasks and initialized everything independently from the presentation to the management. First the costs have been determined and then with help of a marginal income calculation considering special factors (given by the company) a price calculation has been performed. The determined data have then been integrated into a web based configurator, so that it is possible to do an online customer related product construction and calculation.

Systems, tools, procedures: Marginal income calculation, MS Excel, MS Access

Process Visualization & SPC (Statistic Process Control)

Range: 4 people, 12 months

In the context of a quality assurance project univativ has registered manufacturing processes of different production lines and has step by step described procedural and work instructions (figuratively and in written form). In detail the following things have been achieved :

• Analysis of the current manufacturing process
• weak point analysis in cooperation with the client
• ISO process description of all production lines
• Composition of productional work instructions incl. figurative illustrations
• As a result depiction of management presentations, films in digital format with MS PowerPoint integration

Systems, tools, procedures: MS Word, MS PowerPoint, Digital photography, electronic image editing, MS Project

Intranet Development

Range: 3 people, 16 months

Further development of the existing intranet for a major bank (business division Asset Management) by several database functions, installation of a role based authorization concept for user administration. The intranet data had to be made accessible to different users of different divisions, different read and write accesses had to be foreseen.

• Construction of a staff status-list (can be edited online and is up-to-date)
• Construction of Management Reports for controlling data and singular entities (online)
• Restructuration of an existing mandate-database (MS Access) for a complete intranet-web-application with access control and rights administration on user basis
• Formulation of a dynamic care function over an editorial system

Systems, tools, procedures: MS Access, JSP, Servlets, VBA-Makro-Programming, Devolopment tools Visual Age for Java and JDK 1.3, Database DB2, Perl-Programming, XML/XSLT with Cocoon, Migration to Websphere and Oracle

Support Application Development eCommerce

Range: 2 people 10 months

Support of a system house in developing a virtual market place in form of a web application (Three-Tier-Architecture based on Java 2 Enterprise Edition, Web-Tier as a presentation layer with servlets and Java Server Pages, Middle-Tier as administration layer with Enterprise Java Beans, Web-Tier and Middle-Tier over IBM WebSphere, Backend-Tier for persisting data maintain with IBM DB2, configuration of application specific parameters through XML, user administration with Lightweight Directory Access Protocol).

• Adaptation of a configuration tool based on Excel for entering costumer specific parameters with Visual Basic for Applications
• Compiling of migration scripts for persisting data maintain in Java and SQL
• Input validation with JavaScript
• Adaptation of a single application component to a new architecture draft, all Tiers were constantly concerned (re-design and development)

Systems, tools, procedures: Java, XML, VBA, JavaScript, development environment Visual Age for Java, JSP, J2EE

System Test Internet Portal

Range: 6 people, 3 months

System testing of a Client-Online-Portal (German and English version) for a major bank:

• Audit of test objects from all kind of monetary transactions
• Creation of a SWOT-Analysis portal
• Error diagnostic of the source code (Java Script)
• Creation of a Reporting-Tool with MS Access
• Planning and making of a concept for the portal’s further development
• Concept building for completion of the services offered through the portal
• Creation of statistics in order to determine the market position

Systems, tools, procedures: Internet Browser (MS IE, Netscape, Opera, Mozilla), MS Excel, MS Access, JavaScript, SWOT -Analysis

Construction Support & Graphic Management

Range: 1 person, 6 months

Support of an international project for plant construction:

• Assistance of the construction by doing the detail drawings
• Adaptation and conversion of technical drawings from different CAD-systems
• Integration of graphics (particularly digital photography)
• Process documentation

Systems, tools, procedures: Heterogeneous Windows- and Linux environment, CAD-systems ProEngineer and UniGraphics

Installation & migration of LAN and security concept

Range: 2 people, 4 months

a) complete migration of the operating system from NT 4.0 to WIN 2000 for a midsized company:

• Installation of Win 2000 Server (Active Directory, DHCP, TP/IP); Creation of a possibility of dialling in into the internal network; DNS integration for directory service synchronization; application check for Win2000 (testing for Win2000 functionality); user update and takeover; client takeover to Win2000 with access to the server, internet, mail; data takeover, printer integration into the network and functionality test;

b) Conception and construction of a security concept with Firewall and VPN:

• IP net redesign of the center for integration of a DMZ, formulation of a subsidiary connecting VPN concept, elaboration and realization of a company wide Security Policy, conceptional design and introduction of a Certificate structure for VPN-Peer authentification, installation and configuration of SonicWall and CobaltCube, enabling the access from the internet over VPN to the internal LAN (dynamic VPN) for Roaming Clients; installation and configuration of the Java and ActiveX filter mechanisms of the Firewall, adaptation of the native Intrusion Detection Systems in the Firewall, Syslog Server. Installation and adaptation, realization of a company wide virus protection, Disaster Recovery Concept elaboration, Backup software installation.

Systems, tools, procedures: Win 2000 Client-Server environment, VPN, Firewall, Remote Access, data backup, virus protection

Management Support - Strategic IT Controlling

Range: 2 people, 2 years

Over the period of two years univativ provided an international mechanical engineering company with Management Support in the area of strategical IT Controlling.

All administrational tasks (incl. expert Controlling tasks) were taken over by univativ. Hereby the team (2 employees) organised itself self-sufficiently, i.e. work and presence times were coordinated self-responsibly with the client. This concerned the delegation of tasks as well. The client had to be freed from organizational tasks in order to avoid frictions. The coordination of our employees’ specific qualifications and flexibility with the technical and time requirements worked out perfectly. Basis qualifications were excellent skills in both, MS Office and the English language (written and spoken).

Systems, tools, procedures: MS Office, MS Project