name: Michael Filzinger

date of birth: March 25, 1964

place of birth: Hofheim, Germany

marital status: single

n University of Applied Sciences

August 1983 - March 1987 study of computer-science at the Fachhochschule Darmstadt

degree: Diplom-Informatiker (academically qualified computer scientist)

degree dissertation: degree in cooperation with Siemens AG, ZN Frankfurt.

n period of practical training

September 1981 - June 1982 Hoechst AG with main focus on „Programmierung und Steuerungen mit einem PC in einem physikalischen Labor“.

July 1985 - September 1985 Siemens AG, ZN Frankfurt/M with main focus on „Maschinensteuerungen und Assemblerprogrammierung eines Interpreters“.

February 1986 - March 1986 Siemens AG, ZN Frankfurt with main focus on „SINIX, INFORMIX and MES“

n occupational career

1987 - 1988 military service in a division working as a supervisor on a Host-Computer (IBM-IMS-database), Coach of the terminal stuff.

1988 - 1990 responsible product-developer at Software AG in Darmstadt for NATURAL.(runtime-system).

1990 - 1993 responsible Product-Developer, Project-Manager and Product-Manager at IBZ AG in Frankfurt/M for a network-wide backup-solution on MODs (NETBUS).

1993 - 1996 System-Consultant and Projektmanager for integrated Call-Centers with products of: ACD (Definity), IVRU (Conversant), Dialler (CAS 4000) and Call-Center-Software EDGE (IMA), including system-integration and networking at DATAPOINT Deutschland GmbH.

1996 - 2000 Communication-Consultant for Call-Center and CTI, Call-Center-Consultant, Customer-Care-Consultant at Siemens AG for solutions in the product-environment of Hicom 300, Hicom 300E, ASPECT, Intervoice and more. Beratung von Kunden, Kundenanalysen, Erstellung von Konzepten und Lösungsszenarien.

2000 - 2000 CRM-Consultant first at Lucent Technologies and after the spin-off at Avaya Deutschland GmbH. Set up of a CRM-Consulting-Unit, definition of products, workshops, processes and customer-acquisition.

2001 - 2001 Prinzipal-Consultant for CRM at PricewaterhouseCoopers. Extensive field of work starting with business-analysis, CTI-presentations, customer-presentations and ending beeing responsible of performing a CRM-architectual-study with my team.

2001 - 2002 Senior Business Consultant for CRM and CallCenter at TTI Consult – Lufthansa Systems Group. As Practice-Leader responsible for setting up the businesses CRM and Call-Center, sales-support and independent realisations of customer-projects.

2003 - 2004 CallXperts GmbH: Manager IT and Call-Center-Processes