Taska Harnischfeger

Languages: English (Native), German (Fluent)
Citizenship: USA & Germany
Teaching Certification: CELTA Pass B

Almstadtstr. 22, 10119 Berlin
0177 4667046


Berlin School of English Teacher Training Centre
Cambridge ESOL CELTA English Teacher Training

April 2008

Zwischenprüfung, Near Eastern Archaeology

February 2008

University of Chicago
Bachelor of Arts, Biology

June 1997

Work Experience

Freelance English Trainer

2008 - 2009

Provided Business and General English training to corporate and private clients, including English for software developers, salespeople, nurses, civil engineers, and more.
Customers included: David Berry Languages, Die Neue Schule, Rückenzentrum Berlin

Team Lead, EMEA Enterprise Technical Support

Berlin, Munich
2004 - 2006

Hired, trained, and supervised new Munich-based enterprise software support team for Europe, Middle East and Africa for IBM Websphere Product Center, a product information management tool formerly known as Trigo Product Center (purchased by IBM in April 2004, see below). Trained and coached German team members in technical skills, customer service skills, business English, and international social and business usage. Managed relationship between the European software support team and development teams in California and Bangalore, and with leadership in California. Represented key customers in internal feature and bug-fix prioritization meetings. Escalation specialist – assumed full responsibility for entire portfolio of support requests in crisis situations for customers worldwide.
Technologies: Websphere, Java, Linux, XML
Customers included: El Corte Ingles, Carrefour, Kraft

Trigo Technologies
Senior Technical Support Engineer

Silicon Valley (Brisbane), Berlin
2003 - 2004

Provided post-sales software support for worldwide enterprise clients of Trigo Product Center, a highly customizable data management tool for integrating product information among disparate e-commerce and back-end systems. Customers' primary technical contact for developers in charge of customization, integration and maintenance of live product. Managed long-term customer relationships with key clients in the United States, Germany, the Netherlands, Denmark, France, Spain, Korea, etc. Performed troubleshooting, created and negotiated plans for problem solution with customers, and coordinated solution creation among worldwide engineering teams. Involved in all phases of post-sales customer relationships, from technical consultation during planning, through technical assistance during roll-out (customization, deployment and integration with other back-end and e-commerce tools), to maintenance and support of running product.
Technologies: Java, Tomcat, Linux, XML
Customers included: Sony, Unilever, Hewlett-Packard

Support Account Manager
Senior Technical Support Engineer

Silicon Valley (Brisbane)
2001 - 2002

Managed post-sales support for major enterprise clients of SourceCast (a web-based hosted enterprise software development system, e.g. NetBeans.org, OpenOffice.org). Responsible for meeting and exceeding customer expectations by managing all aspects of request lifespans (from troubleshooting to code changes, patch creation, staging, testing, live-site rollout, and customer communication). Held regular issue portfolio status meetings with key client contacts.

Managed cross-functional upgrade teams (including instantiations engineering, release engineering, operations, quality assurance, custom application developers). Provided upgrade and issue status updates to senior management and client contacts.

Designed issue escalation and resolution processes for constantly changing support department needs. Managed escalation of requests through other departments (application development, product management, release engineering, quality assurance, operations). Negotiated support group and customer needs with senior management (engineering, product management, and operations). Provided technical and process advice to sales and business development managers during contract negotiations.

Trained employees on customer support and technical topics; provided 24x7 on-call and backup support for all customers.
Technologies: CVS/Subversion, Bugzilla, Perl, Linux
Customers included: Sun Microsystems, Hewlett-Packard, Motorola

Manager of Technical Support

Silicon Valley (Mountain View)
2000 - 2001

Manager of Technical Support

Silicon Valley (San Francisco)
1999 - 2000

Mann Consulting
Technical Support Consultant

Silicon Valley (San Francisco)
1998 - 1999

University of Chicago Humanities Department
Manager of Technical Support

1997 - 1998

References gladly provided upon request