Denis Theinert

De-Escalation Architect Team Lead at SAP Hybris
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Contact Information
us****@****om
(386) 825-5501
Location
Greater Munich Metropolitan Area, DE
Languages
  • Deutsch Native or bilingual proficiency
  • English Full professional proficiency
  • Chinese Elementary proficiency
Skills

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Michal Wroblewski, PMP

Denis is a very skilled and passionate IT professional. He is able to understand and support customer needs in a way that we get a win-win situation. He is also a great team player and it was a real pleasure to have him on my team!

Gabor Nagy

Denis always showed a great deal of knowledge and persistence in his work during my time at FalconStor Software. He was a person of ownership in his tasks but also had ideas to further improve efficiency and go-to-market strategy of an organization. I believe, Denis is truly an asset to any company he is working for.

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Credentials

  • ITIL Service Transition (ITIL-ST)
    PeopleCert
    Oct, 2019
    - Nov, 2024
  • Freedom of Data with SAP Data Hub
    SAP
    Mar, 2019
    - Nov, 2024
  • Reimagine Customer Experience with SAP C/4HANA
    SAP
    Mar, 2019
    - Nov, 2024
  • SAP Sales Cloud – An Overview
    SAP
    Mar, 2019
    - Nov, 2024
  • ITIL® Intermediate Certificate in IT Service Design
    PeopleCert
    Feb, 2019
    - Nov, 2024
  • ITIL® Intermediate Certificate in IT Service Strategy
    PeopleCert
    Feb, 2019
    - Nov, 2024
  • Integration – The Key to the Intelligent Enterprise
    SAP
    Feb, 2019
    - Nov, 2024
  • ITIL Foundation Certification
    PeopleCert
    Oct, 2018
    - Nov, 2024
  • Brocade Certified vRouter Engineer
    Brocade
    Jul, 2014
    - Nov, 2024
  • VTL and Deduplication Online Training
    FalconStor Software
    Apr, 2013
    - Nov, 2024
  • Red Hat Certified System Administrator
    Red Hat
    Oct, 2014
    - Nov, 2024
  • Dell™ Certificate for PowerEdge™ Systems
    Dell
    Jun, 2014
    - Nov, 2024
  • Dell™ Certificate for Storgae Systems
    Dell
    Jun, 2014
    - Nov, 2024

Experience

  • SAP Hybris
    • Germany
    • Software Development
    • 200 - 300 Employee
    • De-Escalation Architect Team Lead
      • Nov 2021 - Present

      - Leading technical engagement on unplanned downtime to restore the operational state of the services- Service impact assessment and identification of necessary technical teams to resolve impact swiftly- Proactive assessment of potential issues using Dynatrace and lead engagement to prevent unplanned downtime due to technical issues.- Internal and External communication and engagement up to the executive level- Cooperation with Problem Management Team to provide proper corrective/preventive actions to avoid future escalations and enable customers business to continue to operate on the highest level.- Team Lead of a global Team ( EMEA/APJ/AMER )

  • SAP
    • Germany
    • Software Development
    • 700 & Above Employee
    • De-Escalation Architect
      • Nov 2020 - Dec 2021

    • Senior Technical Account Manager
      • Jan 2019 - Nov 2020

  • SAP Customer Experience
    • United States
    • Software Development
    • 500 - 600 Employee
    • Technical Account Manager
      • Jul 2017 - Jan 2019

      - Manage, escalate and drive satisfactory resolution of customers’ technical support, service and infrastructure issues- Proactively and reactively interface with customers on-site in the management of technical issues as well as collaborating in planning, implementation, skills and knowledge transfer and day-to-day operation of SAP Hybris Cloud Services-Proactively monitor technical issues pertaining to SAP Hybris Cloud Services and make recommendations to reduce the risk / impact of similar future problems

  • FalconStor Software GmbH
    • EMEA Senior Technical Support Engineer
      • Jan 2013 - Jun 2017

      Provide Support for the product VTL and SIR.Consulting other support personnel on issue resolutionPerforming direct technical analysis and diagnostic on issues beyond other levels capabilityConducting post mortem analysisRecommending tools, utilities for more efficient issue resolutionDesigning corrections to prevent the occurrence of these types of issues in the first placeHandling Major Incidents

    • Level 3 Technical Escalation Manager EMEA
      • Jul 2009 - Dec 2012

      Provide Support for the product VTL and SIR.Consulting other support personnel on issue resolutionPerforming direct technical analysis and diagnostic on issues beyond other levels capabilityFixing bugs and creating patches to resolve issues that require code changesConducting post mortem analysisRecommending tools, utilities for more efficient issue resolutionDesigning corrections to prevent the occurrence of these types of issues in the first placeHandling Major Incidents

  • FalconStor Software
    • United States
    • Software Development
    • 100 - 200 Employee
    • QA Engineer
      • Jul 2008 - Jul 2009

      QA for the product VTL and SIR.reated, improved and executed test plans for the VTL/SIR productBlack box testingPromoted cooperation between software, test, and QA engineersCreated and executed stress tests

    • Software Engineer
      • Jul 2006 - Jul 2008

      Software Engineer for the product IPStor ( now NSS/CDP )I was responsible for improvement of existing features and implementation of new features on the java console of ipstori. e. global reporting, fixes on reported bugs from QA or Customers.

  • aicas
    • Germany
    • Embedded Software Products
    • 1 - 100 Employee
    • Apprenticeship Software Engineering
      • Jul 2002 - Jul 2005

      Porting of in-house embedded development tools for embedded systems. ( Linux based different processor architectures )Development of windows installer for embedded development tools.Modification of existing test environment for automated testing of development tools. ( Linux )Testing of development tools for embedded systems.Development of prototype for font display system. Porting of in-house embedded development tools for embedded systems. ( Linux based different processor architectures )Development of windows installer for embedded development tools.Modification of existing test environment for automated testing of development tools. ( Linux )Testing of development tools for embedded systems.Development of prototype for font display system.

Education

  • Aicas GmbH
    Apprenticeship Software Engineering, Software Engineering
    2002 - 2005
  • Robert Schumann Schule
    HIgh School, Economic
    1999 - 2001

Community

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