Vincenzo Kenk-Interim IT Department Head IS NSS
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Experience
Interim IT Department Head IS NSS
Bitmarck Beratung GmbH
Restructuring of the IS NSS area (networks/SEC) focusing on backlog prioritization and day-to-day operations to ensure IT operations in the LAN/WAN area of the BMB and its health insurance customers (incident, major incident, change, problem, and request management).
Adjusted job profiles and created a revised operations admin concept.
Recruitment and hiring (new external and internal staff, interviews, candidate selection, onboarding).
General team management (one-on-one meetings, skill matrix, establishing daily standups, setting up a biweekly team meeting, preparing personal goals / OKRs, participating in and improving technical meetings for internal projects).
Improved employee work efficiency (implemented a jump host structure in a new tiering model, beta testing new laptops with Palo Alto Prisma Access agent).
Built knowledge and competency management for IS NSS (internal knowledge management, compiling training plans for line operations and new projects).
Revived key interface topics with front desk, back desk, request fulfillment, ITK team, Netze/SEC team in Hamburg, and the partner for the All IP VOIP product.
Improved project processes for Managed WAN and All IP (VOIP) products (co-coordinated ISP migrations to Versatel, vendor management, resource management, project management, attended customer meetings).
Improved processes around CMDB – asset management (reinstated technical requirements from the IS NSS perspective, defined data model, asset lifecycle management, defined named responsible persons and their operational tasks, see operations admin concept).
Improved processes around IT monitoring (reviewed technical requirements from the IS NSS perspective, reinstated tasks around customer monitoring with Isarflow, defined named responsible persons and their operational tasks, see operations admin concept).
Vendor management for WAN and VOIP area.
Attended CAB meetings (change approval board, approval and quality management role for changes from Team IS NSS, planned maintenance weekends).
Attended department and area manager meetings.
Cisco ESA project (role as technical department head for Team SEC - focus on resource management, escalation point for project blockers, project structure plan, and attendance at regular status meetings).
Cisco ACI project (role as technical department head for Team Networks - focus on resource management, escalation point for project blockers, project structure plan, and attendance at regular status meetings).
Safe Garden project as a technical interim step to Cisco ACI (role as technical department head for Teams SEC and Networks - focus on resource management, escalation point for project blockers, project structure plan, and attendance at regular status meetings).
Various other measures and technical tasks (role as department head for smaller internal projects – focus on achieving project goals, weekly status quo meeting)
Interim IT Director End User Services
Simon Kucher & Partners
- Restructured the End User Services area (IT org chart review, recruitment, revised job profiles for HR, created job descriptions).
- Developed team leads (built skills of team leads in IT Incident Management, Lifecycle Deployment, and 2nd Level Advanced Support, held regular 360° employee reviews focusing on workload, personal goals, knowledge building, and feedback to direct managers).
- Staff development and long-term retention (regular 360° employee reviews focusing on workload, personal goals, knowledge building, and feedback).
- Built knowledge and competency management for End User Services (developed and managed costs of internal, cross-team, and external training measures, reviewed KEDB for content and format).
- Created an indicator concept for sustainable performance and resource management for IT Incident Management, Lifecycle Deployment, and 2nd Level Advanced Support.
- Created a service portfolio for IT Incident Management, Lifecycle Deployment, and 2nd Level Advanced Support.
- Developed standards and IT processes as a basis for IT services (reviewed and assessed maturity of existing standards, documentation, and IT processes, including versioning and approval workflows).
- Designed a global procurement and purchasing management concept for all client devices with Bechtle (global pricing agreements, global purchasing portal, logistics and shipping, technical OS and software deployment, lifecycle management).
- Defined interface topics and work organization with ITOPS, IT Security, and HR.
- Interim IT team lead for the USA team (point of contact, escalation level).
- Introduced the TopDesk ticketing system for End User Services (created, reviewed, and tested use cases, gathered topics for improvement initiatives).
- Managed change for the on-prem deployment platform Matrix42 (increased support agreements, planned updates, CMDB role for client devices, concept for OS and software deployment for coworking spaces).
- Implemented Modern Deployment 2.0 based on cloud-driven OS and software distribution (created and reviewed technical requirements, logistics requirements, and improvement initiatives)
Interim IT Infrastructure Team Lead
IU Group N.V.
- Managed and stabilized the infrastructure department (identified strengths, weaknesses, skill and resource gaps; developed a reorganization plan dividing into specialized teams; created skill and role profiles; team building and growth).
- Planned milestones for infrastructure modernization (identified technical challenges; prioritized network, WAN, and WLAN stability; phased out legacy technology; planned short-, mid-, and long-term investments).
- Created site rollout blueprints (standards for milestone planning for new national and international locations).
- Identified core competencies and tasks suitable for outsourcing.
- Developed a technology and organization concept for the growing IU Group.
- Designed a hybrid datacenter concept based on Equinix EBC.
- Implemented future-proof technologies with a minimum five-year perspective.
IT Department Manager
ILF Beratende Ingenieure GmbH
- Structured IT and implemented IT service management based on ITIL4 for better resource and project outcome planning.
- Developed and trained team members to distribute responsibilities more widely.
- Managed costs and billing of IT services to clients and partners.
- Managed partners and products for better IT strategy definition.
- Introduced and consolidated IT standards and processes for higher efficiency and fewer errors in IT services.
- Introduced quality controls for the IT service portfolio (4D rule, definition of done, lessons learned, customer approval).
- Established standards for connecting additional branches (location blueprint, IT hardware and software standards, standardized requirements questionnaire).
- Standardized requirements management (standard questionnaire, IT shop, cost management, project methodology standards).
- Moved the datacenter to reduce rental costs.
- Conducted gap analysis of technical requirements for a second datacenter to ensure business continuity after IT outages.
- Renewed the network infrastructure at the main location.
- Introduced Commvault backup/restore as a future-proof, company-wide solution (including online mailbox and MS Teams data backup).
- Implemented Docusnap as a CMDB and for automated documentation to improve audit readiness and efficiency.
- Set up Azure AD guest management for collaboration with external project partners.
- Migrated mailboxes to Microsoft 365 and upgraded to Office 365, decommissioned on-prem IT assets.
Interim Team Lead (Project Management / Service Delivery)
Adesso as a Service GmbH
- Provided IT service management for a mid-sized customer and a large enterprise.
- Reviewed the existing service portfolio and updated customer documentation.
- Led improvement initiatives in ITSM (processes, documentation, monitoring, restore, DevOps, automation).
- Introduced a project framework.
- Implemented new team processes (Kanban, knowledge transfer, operator of the week).
IT Operations Team Lead
Mytheresa.com
- Expanded and developed the ITOPS team from 8 to 12 members
- Created a service portfolio and conducted team assessments
- Operated services on AWS (S3 bucket, MSSQL database, archiving with Glacier, DNS records with Route 53, X-Forward to Akamai CDN)
- Introduced ITIL standards
- Implemented a project framework
- Rolled out a new cloud-hosted intranet platform
IT Operations Manager
Fidor Solutions
Managed internal and external staff and coordinated outsourcing partners (6 employees)
Point of contact for internal IT operations and KPI reporting
System administration of Windows, Linux and macOS
Introduced ITIL
Implemented a project framework
Connected the Dubai office and developed a location standard (LAN, WAN, switching, routing, firewall, IT security, software asset management)
Relocated the Fidor Factory in Berlin
Migrated components to the O365/Azure cloud
Deployed the Office IT security stack (COSA)
Designed a business continuity plan for Fidor Bank
Connected foreign offices to the headquarters in Munich
Senior Windows Administrator
AutoScout24
Created concepts and project plans, contributed to infrastructure projects
Produced and maintained documentation
Helped shape process changes, performed root cause analysis and troubleshooting
Implemented infrastructure projects in authentication, email and AD-DNS
Consolidated all Active Directory forests (5) as part of the Risk Assessment Program (RaaS)
Deployed a compliance-ready email archiving solution
Deployed a single sign-on solution between Active Directory and Linux environments (Unix attributes)
Introduced a new patch management solution
IT Communication Engineer
Computerlinks AG
Troubleshot and provided technical support for hardware and software configuration and installation
Responsible for internal IT operations and 2nd level support for about 20 sites worldwide
Migrated central IT services from Novell (eDir, GroupWise, Novell clustering) to Microsoft (Hyper-V, Active Directory, Exchange, SharePoint)
Administered the XEN environment
Rolled out a mobile device management solution (BlackBerry)
Upgraded and managed the Citrix environment from version 4.x to 5.x
Implemented and maintained a company-wide video conferencing solution
System Administrator
Caceis Bank
Installed and managed server systems, back-office products, office applications and specialized software for the banking environment
Maintained systems, oversaw internal IT operations and provided 2nd level support
Introduced and managed a single sign-on solution between Novell eDir and Microsoft AD (DirXML)
Deployed and managed a 4-node Novell cluster
Implemented and administered VMware as the virtualization solution (version 3.5)
Rolled out and managed a SAN environment (EMC SAN integrated with VMware)
Relocated and migrated the data center of the Financial Markets Service Bank (FMSB)
Industry Experience
See where this freelancer has spent most of their professional time.
Experienced in Banking and Finance, Information Technology, Professional Services, Automotive, Healthcare, and Fashion.
Business Area Experience
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Experienced in Information Technology, Operations, Project Management, Customer Service, Quality Assurance, and Human Resources.
Summary
Strong skills in both technical and disciplinary leadership of staff, and many years of theoretical and practical experience in IT operations and administration, IT project management, IT service management and delivery, implementing IT processes and standards, and managing IT service providers.
Skills
- Team Lead Skills: Malik Methods
- It Methods: Kanban, Itil4, Prince2, Fitsm, Balanced Scorecard
- Operating Systems: Windows, Mac Os X / Ios, Linux, Novell Netware
- Datacenter Colocation / Hybrid Cloud: Equinix Ebc
- Public Cloud: Azure, Aws, Gcp
- Network / Firewall: Cisco, Meraki, Checkpoint, Palo Alto, Sophos, Fortinet Firewalls; Cisco, Hp Switches; Cisco Ise/dna; Sase; Sd-wan; Cisco Esa; Cisco Aci; Tufin
- Virtualization / Clustering: Novell Clustering, Vmware, Hyper-v, Xen
- Databases: Oracle, Ms Sql, Postgresql
- Authentication: Okta, Microsoft Ad/adfs, Atlassian Crowd, One Identity, Pingfederate, Edirectory, Rsa Tokens
- Email Services: Exchange, Novell Groupwise, Sendmail, Ironport, Email Archiving (Heilig & Schubert)
- Enterprise Backup: Commvault, Veeam
- Monitoring / Siem: Nagios, Icinga, Check Mk, Intermapper, Prometheus / Grafana, Elk, Splunk, New Relic
- It Documentation: Docusnap
- It Security: Endpoint Security With Cososys; Cdn/ddos With Akamai; Sophos Client And Server Av/pua; Windows Bitdefender; Azure Atp Sentinel
- Software Asset Management: Bmc, Baramundi, N-central, Zenworks Nal, Engl, Sccm / Intune, Autopilot Id
- Mobile Device Management: Jamf.io, Airwatch, Blackberry, Mobileiron, Intune
- Web Servers: Apache / Tomcat, Iis
- Development Environments: Github, Jenkins, Rabbitmq
- Automation / Scripting: Powershell, Ansible
- Terminal Services: Microsoft Terminal Server, Citrix Presentation Server
- Print Services: Ndps, Iprint, Windows Print Servers, Azure Universal Print
- Ticketing Systems: Manageengine, Otrs, Jira Service Desk (Atlassian), Topdesk, Servicenow, Iet
- Wiki: Confluence (Atlassian), Ms Teams Wiki
- Collaboration Tools: Confluence, Ms Teams, Sharepoint
Languages
Education
LMU Munich
Ethnology and IT · Munich, Germany
Certifications & licenses
FitSM Foundation
ITIL4 Foundation
SAS Viya Administration Essentials
Advanced Team Lead Workshop – Malik Methods
ITSM: PRINCE2 Foundation and Practitioner Training
ITSM: ITIL Foundation Training
Microsoft MOC 6425, Troubleshooting Active Directory
Microsoft MOC-50322 (Configuring and Administering Windows 7) as part of the MCITP-EADM program
Microsoft MOC-6428 (MS Terminal Server) as part of the MCITP-EADM program
Microsoft SharePoint 2010 Workshop (Computerlinks internal)
Microsoft Active Directory Workshop (Computerlinks internal)
Microsoft Exchange 2010 Workshop (Computerlinks internal)
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