PRINCE2 Practitioner

AI telephone assistant platform

Claude Code, Google AI Studio, Python, LLM / Voice-AI, PostgreSQL

• Conception and hands-on development of an AI-supported telephone assistant platform (voice AI / LLM) – from idea and architecture to MVP/product.
• Built agentic workflows and full automations with Claude Code and Google AI Studio.
• Also delivered AI-supported work in client engagements: used Claude Code for governance documentation, requirement drafts, and automations.

• Acting as sparring partner for facility and cluster managers on team coordination, prioritization, and customer communication

• Developing key metrics and deriving actions

• Comparing sites and transferring best-practice processes

• Coordinating a cross-site energy performance management program aimed at sustainable savings in electricity, water, and heating energy consumption

• Sustainable stabilization of operational team performance and increased customer satisfaction, measured by a reduction in fault reports and escalations

• More focused management of suppliers and subcontractors with high transparency in scheduling and delivery fulfillment

• Identifying buildings with the highest energy consumption per net area and deriving cross-site measures

Unified ITSM framework

• Definition of a company-wide ITSM target picture
• Introduction of a uniform service structure across all business units

SLA and OLA management

• Building a standardized SLA framework
• Definition of service classes (Business Critical, Standard, Low Priority)
• Introduction of OLAs between internal teams
• Building meaningful SLA reporting
• Definition of KPI and service dashboards for business units

Service portfolio management

• Definition of service descriptions
• If needed, preparing possible cost and service billing

Ticketing & processes

• Incident management
• Uniform ticket categories
• Standardized prioritization
• Escalation matrix
• Automations
• Self-service optimization

Request fulfillment

• Service catalog across all business units
• Approval workflows

Problem management

• Introduction of root cause analysis
• Known error database
• Problem review process

Complete asset management concept

• Hardware lifecycle management
• Software lifecycle management
• Leasing lifecycle
• Mobile device lifecycle
• Monitor lifecycle
• Phone lifecycle

Processes

• Procurement
• Goods receipt
• Inventory
• Assignment
• Return
• Disposal
• Leasing return Goal: single source of truth for all assets

CMDB design

• Definition of all configuration items:
• Workplace
• Notebooks
• Monitors
• Mobile phones
• Printers

Infrastructure

• Servers
• Firewalls
• Switches
• WLAN
• Storage
• Backup systems

Cloud

• Azure resources
• Microsoft 365
• SaaS services

Relationships

• User ↔ Asset
• Asset ↔ Service
• Service ↔ Infrastructure
• Location ↔ Asset
• Goal: make all service dependencies visible

Software asset & license management

• License management concept
• License balancing
• Compliance reporting
• Microsoft license management
• Adobe license management
• SaaS management
• Contract management
• Renewal management

Interfaces & automation Existing systems

• Workday
• Joiner
• Mover
• Leaver

TESMA

• Leasing data
• Contract data

Matrix42

• Asset synchronization
• User synchronization

Active Directory / Entra ID

• User management

Microsoft 365

• License assignment
• Group management

Dormakaba

• Access processes

• Lifecycle services

Monitoring platforms

• PRTG
• Palo Alto
• Cisco

Reporting & KPI framework

• Definition of a management dashboard
• KPIs
• Ticket volume
• SLA fulfillment
• MTTR
• First resolution rate
• Asset accuracy
• License compliance
• Change success rate
• Service availability
• Degree of automation

Network redesign support

• Governance
• Support of the network redesign from an ITSM point of view
• Definition of affected services
• Change management structure
• Communication concept

CMDB integration

• Recording of all network components
• Service mapping
• Dependency analysis

Validation of documentation and knowledge base articles

• Network documentation
• Operations documentation
• Standard changes

Monitoring & event management

• Target picture
• Central monitoring concept
• Event management process
• Alerting strategy
• Escalation model

Systems

• Cisco

• Palo Alto

• Fortinet

• Rubrik

• Veeam

• Matrix42

• Azure

• Microsoft 365 Automation

• Ticket creation from monitoring

• Escalations

• Standard actions

Audit, compliance & information security

• ISO 27001 consulting
• TISAX consulting
• NIS2 preparation - consulting
• Audit-ready processes
• Documentation structure
• Evidence tracking in Matrix42

Roadmap

• 12-month roadmap
• Prioritization of all measures
• Quick wins
• Medium-term projects
• Long-term target picture
• Documentation

• Interim project management for the “o9 demand management” software introduction
• Communication: building continuous stakeholder communication
• Project governance: planning and meetings for/with key users, including preparation of inputs from the software development team
• Leadership: leading and motivating key users
• Risk management: identifying potential risks and developing mitigation strategies
• Monitoring and control: tracking project performance, regular review of progress reports, status meetings
• Documentation: maintaining comprehensive project documentation, including training materials
• Running user information meetings
• Running training meetings
• Setting up the user community
• Software test control and documentation (Squash)
• Introducing risk management, bug and issue tracking
• Technical acceptance of the software product

• Responsible for implementing and launching a group-wide transformation program in partner management using Salesforce as the central infrastructure.

• Defined business requirements for partner management, focusing on roles and permissions, and developed a comprehensive roles and permissions concept.

• Organized and facilitated agile workshops (feature blueprinting) with stakeholders, business analysts, and architects to capture and align requirements.

• Planned, coordinated, and approved all relevant requirements for the successful rollout of partner management within the Salesforce platform.

• Prioritized epics, features, user stories, and acceptance criteria to ensure alignment with the strategic objectives of the transformation program.

• Ensured the acceptance of all necessary tests within the Salesforce infrastructure before product release.

• Collaborated extensively with international vendors and partners in agile software development, applying Scrum and Kanban principles for continuous improvement.

• Strategic consulting for the initiation and management of complex, multidisciplinary projects
• Stakeholder management (project scheduling, requirements management, budget management, risk management) incl. cross-functional communication with implementation partners
• Carrying out analyses and recommendations with the technical team and discussing them at C-level

• Responsible project manager for complex international infrastructure projects
• Coordinator and decision-maker for IT architects in network infrastructure and software with over 100,000 users
• End-to-end project management
• Launch and implementation of initiatives
• Project management of international infrastructure projects with C-level reporting
• Leading and coordinating IT architects
• Technical project management for merger and cloud transformation
• Delivery of international software and hardware rollouts
• Implementation of IT security projects and compliance
• Work with key technologies (e.g. 5G/6G standard)
• Support of complex defense and aerospace projects (e.g. Ariane 6, Eurodrone)
• Building the healthcare and life sciences business unit
• Creating and leading internal employee trainings

• Initial technical analysis of the requirements for the two applications

• Creating a system concept for the interim solution and for the final solution

• Creating the product vision, customer journey, and story map for the interim solution in close cooperation with subject matter experts

• Building a development team

• Managing dependencies and interfaces with the other applications according to Domain Driven Design principles

• Creating EPICs and user stories, and maintaining the product backlog in coordination with subject matter experts and developers

• Running sprint reviews with relevant stakeholders such as subject matter experts and management

• Analyzing the requirements for the final solution

• The interim solution was built within 8 months and was successfully used for the 2022 heating cost billing

• The interim solution has since been further developed to increase automation

• A technical concept for the final solution was created

• Handover to two internal Product Owners is currently in progress

• Conducting current-state analysis & implementing program management methods following SAFe
• Developing process structures for the Cloud Controlling & Monitoring Team (CCM)
• Planning & coordination workshops to develop implementation packages and milestones for private cloud development
• Developing roadmaps at portfolio & solution levels
• Setting up a unified backlog and task management tool
• Advising and enabling project teams in agile and traditional project management methods
• Building a unified documentation platform in Confluence and Jira

• Successfully led IT infrastructure projects with budgets up to €10M, including data center migrations and cloud transformations, improving operational efficiency by 30%.
• Managed project specifications, resources, and stakeholder alignment, delivering 95% of projects on time and within budget, ensuring seamless execution.
• Reduced project risks by 40% through proactive risk, cost, and claim management while maintaining 99.9% system uptime and effective C-level communication.
• Optimized team performance by 25% using agile methodologies like Scrum, enhancing service readiness and ensuring a 20% faster go-live for IT solutions.

• Experienced project and product manager with strong technical expertise and a special strength in managing technological innovations and complex projects. • Specialized in leading digital development and transformation projects, including change management and process optimizations.

• Planning and execution of complex data center migrations, relocations, and consolidations
• Planning and execution of complex SAP database migrations
• Project and program management
• Data center management
• Conducting IT infrastructure and data center assessments
• Optimization and consolidation of ICT infrastructure
• IT service continuity management

Digital Strategy & Enterprise Architecture Industry 4.0 Sustainable Supply Chains Digital Twins, Data Spaces and Digital Product Passports Manufacturing, Energy, Automotive, Transport&Logistics, Mining Management Consulting Business Architecture Digital Business Model

• Gathering requirements
• Planning and monitoring budgets
• Scheduling and tracking progress
• Revising the authorization concept
• Managing external service providers
• Quality assurance
• Handover to operations