Vicenco Kenk-Interim IT Team Lead / IT Service Management / IT Project Management / Solution Architect
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Experience
ITSM Project Manager (self-employed)
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
Varta – Interim Legacy IT Team Lead (self-employed)
Varta
Team management of 2 internal and 6 external employees in Legacy IT responsible for the virtualization area (VMware), computing (DELL, Cisco UCS), storage (DELL EMC, NetApp, VPlex, QNAP), enterprise and client backup (Veeam Backup&Replication and Veeam Data Platform for M365). Other focus areas were day-to-day business/operations including daily standups and one-to-one meetings, employee hiring, partner and vendor management, IT project and service management, and helping to introduce and update IT standards and IT infrastructure processes.
MOST IMPORTANT ACHIEVEMENTS (ORGANIZATIONAL):
- Updating and prioritizing the backlog in Microsoft Planner
- Employee hiring and recruiting (internal employees, interviews, onboarding template)
- Restructuring and building the IT service portfolio for the Legacy IT team for infrastructure processes in Confluence and JIRA
- Interface meetings for the projects operating concept PEC, CIMDB update, SQL and Oracle license consolidation
- Improving processes around IT monitoring – (review of technical requirements from the perspective of the Legacy IT team for the monitoring tool check_mk) Vincenzo Kenk – IT Team Lead / Department Head | IT Project and Service Management
- Participation in team lead, project and concept review meetings (biweekly prioritization of day-to-day business and projects, project management reporting, solution designs and decision memos)
- Development of a documentation template for server applications
MOST IMPORTANT ACHIEVEMENTS (TECHNICAL):
- Helping to develop a new technology stack for hypervisor, computing and storage based on HCI (Hyperconverged Infrastructure), including a cost roadmap (project lead role)
- Documentation of all ESX hosts and datastores including utilization for later consolidation measures regarding relicensing for vSphere Cloud Foundation 9.x (project lead role)
- Implementation of enterprise backup with Veeam Backup&Replication (project lead role)
- Implementation of client backup with Veeam Data Cloud for M365 (project lead role)
- Consolidation of Oracle licenses based on hard partitioning guidelines (project lead role)
- Consolidation of SQL licenses (project lead role)
- Helping to develop an operating concept for the production application “PEC” in the OT area with a focus on database reorganization and archiving, including a RACI matrix (project lead role)
- CIMDB update project: updating the new DEV and PROD environment (project lead role for topics and tasks related to the Legacy IT team)
- Delivering various smaller infrastructure projects as part of SAP and other migration projects (Cognos, OpenText) (role: prioritization according to biweekly SCRUM)
Technologies / products used:
- VMware vSphere, DELL servers, Cisco UCS, DELL EMC, NetApp, VPLex, HCI, vSAN, Brocade, NFS storage, Veeam Backup&Replication, Veeam Data Cloud, check_mk, JIRA, Confluence, Microsoft Planner
Methods used:
- ITIL4
- PRINCE2
- Solution Design
- Architecture Decision Records
Schaltbau GmbH – Interim ITSM Support Manager (self-employed)
Schaltbau
Main tasks:
- Helping in day-to-day business at 1st and 2nd level, IT Service Desk team (prioritizing and processing tickets), change, incident and problem management
- Ticket reporting / ticket dashboard
- Contact person for internal audits Vincenzo Kenk – IT Team Lead / Department Head | IT Project and Service Management
- IT emergency management
ITSM project:
- Further development of the existing IT service management system in the "ITSM" project with the goal of improving performance and making the overall system easier to use for end users.
- Analysis of the current system architecture as the basis for creating the development concept for the IT service management system to be further developed
- Technical steering of the optimization and further development of the internal IT service management system
- Analysis and evaluation of the system architecture, data model, software and IT infrastructure to identify areas for improvement
- Conducting constructive and goal-oriented discussions with technical experts
- Technical steering and coordination of IT development
- Improving the usability of the software based on user feedback
- Creating detailed technical documentation
- Agile development method with Scrum
Technologies / products used:
- JIRA JSM
- JIRA project management
- Confluence
- Nagios
- Azure administration
- Lansweeper
Methods used:
- SCRUM, ITIL4 change and problem management
- CMDB
- Kanban
Bayerncard Services - Interim IT System Engineer (self-employed)
Bayerncard (now quards)
Main tasks:
Change management:
- Taking over day-to-day business
- Process reviews for change management
- Updating operations manuals and procedures
Problem management:
- Taking over day-to-day business
- Process reviews for problem management
- Updating operations manuals and procedures
- Active troubleshooting (2nd level) Handover activities: Vincenzo Kenk – IT Team Lead / Department Head | IT Project and Service Management
- Training the future change and problem manager BCS (permanent position)
Additional tasks:
- Preparing an onboarding document for the job profile “Change and Problem Manager BCS”
- Creating an IT service portfolio for the IT Infrastructure & Operations team
- Drafting a team runbook for the IT Infrastructure & Operations team
- Review of the BCS ITSCM document
Technologies / products used:
- Cisco
- Check Point, F5, Geni-End-2-End (netcore), check_mk, PRTG, Greenbone, Cisco ESA, seppmail, flowable, docker, JIRA, Confluence, Splunk, megalinter, netwrix, Topdesk (ticket system)
Methods used:
- ITIL4 change and problem management
- CMDB
- ADR (Architecture Decision Records)
- PCIDSS 4.0
- ISO-27001 (risk management by protection need classes)
- KRITIS
Interim IT Department Head IS NSS (self-employed)
Bitmarck Beratung GmbH
Restructuring the IS NSS area (networks/SEC) with a focus on backlog prioritization and day-to-day business to ensure IT operations in the LAN/WAN area of BMB and its health insurance customers (incident, major incident, change, problem and request management)
Updating job profiles and creating a revised operations admin concept
Employee hiring and recruiting (new external and internal employees, interviews, candidate selection, onboarding)
General team management (one-to-one meetings, skills matrix, establishing a daily standup, establishing a biweekly team meeting, preparing personal goals / OKRs, participation in and further development of technical meetings for internal area projects)
Improving employees' ability to work (jump host structure in a new tiering model, beta testing new laptops with PaloAlto Prisma Access Agent)
Building knowledge and competence management for the IS NSS area (internal knowledge management, putting together a training plan for line business and new projects)
Reviving important interface topics with front desk, back desk, request fulfillment, ITK team, Netze/SEC team from Hamburg and the partner for the VOIP product ALL IP
Improving project processes around the Managed WAN and ALL IP (VOIP) products (coordinating ISP migrations to Versatel, service provider management, resource management, project management, participation in customer meetings)
Improving processes around CMDB – asset management (resuming technical requirements from the IS NSS point of view, data model definition, asset lifecycle management, defining the named responsible persons and their tasks in operations, see also operations admin concept)
Improving processes around IT monitoring (review of technical requirements from the IS NSS point of view, resuming tasks around customer monitoring with Isarflow, defining the named responsible persons and their tasks in operations, see also operations admin concept)
Service provider management for the WAN and VOIP area
Participation in CAB meetings (change approval board, approval and quality management role for changes from the IS NSS team, planning maintenance weekends)
Participation in department and area manager meetings
Cisco ESA project (role: business unit lead for team SEC - focus on resource management, escalation point for project blockers, project structure plan and participation in regular status meetings)
Cisco ACI project (role: business unit lead for team Networks - focus on resource management, escalation point for project blockers, project structure plan and participation in regular status meetings)
Safe Garden project as a technical intermediate step to Cisco ACI (role: business unit lead for team SEC and Networks - focus on resource management, escalation point for project blockers, project structure plan and participation in regular status meetings)
Various other measures and technical tasks (role: department lead for internal smaller projects - focus on achieving project goals, weekly status quo meeting)
Interim IT Director End User Services (self-employed)
Simon Kucher & Partners
Restructuring of the End User Services area (IT org chart review, hiring, revision of job profiles for HR, creation of role descriptions)
Team lead development (building up the team leads' skills for IT Incident Management, Lifecycle Deployment, and 2nd Level Advanced Support, holding regular 360° employee reviews with a focus on workload, personal goals, knowledge building, and feedback to direct managers)
Employee development and long-term retention (regular 360° employee reviews with a focus on workload, personal goals, knowledge building, feedback)
Building knowledge and skill management for End User Services (planning and cost management of internal, cross-IT-team, and external training measures, review of the KEDB in terms of content and format)
Creation of an indicator concept for sustainable performance and resource management for IT Incident Management, Lifecycle Deployment, and 2nd Level Advanced Support
Creation of the service portfolio for IT Incident Management, Lifecycle Deployment, and 2nd Level Advanced Support
Creation of standards and IT processes as a basis for IT services (review and maturity assessment of existing standards, documentation, and IT processes including versioning and approval workflows)
Concept for global purchasing and procurement management for all client devices with Bechtle (global pricing agreement, global purchasing portal, logistics and shipping, technical OS and software deployment, lifecycle management)
Definition of interface topics and work organization with ITOPS, IT-SEC, and HR
Interim IT team lead for the USA team (contact person, escalation level)
Introduction of the TopDesk ticketing system for End User Services (creation, review, and testing of use cases, collection of topics for improvement initiatives)
Change management of the on-prem deployment platform Matrix42 (increase in support agreement, update planning, CMDB role for client devices, concept for OS and software deployment for coworking spaces)
Introduction of Modern Deployment 2.0 based on cloud-supported OS and software distribution (creation and review of technical requirements, logistics requirements, improvement initiatives)
Interim IT Infrastructure Team Lead (self-employed)
IU Group N.V.
Steering and stabilizing the infrastructure department (identifying strengths, weaknesses, skill and resource gaps; concept for reorganization and split into specialist teams; creation of skill and role profiles; team building and growth)
Milestone planning for infrastructure modernization (identifying technical challenges; priority on stability of networks, WAN, WLAN; replacement of legacy technology; planning investments in the short, medium, and long term)
Creation of location rollout blueprints (standards for milestone planning for new locations nationally and internationally)
Identification of core competencies and tasks that can be outsourced
Concept for technology and organization for the growing IU Group
Hybrid data center concept based on Equinix EBC
Introduction of future-proof technologies with a perspective of at least 5 years
Head of IT Department (last permanent role before becoming self-employed)
ILF Beratende Ingenieure GmbH
IT structuring and IT Service Management according to ITIL4 to improve the planning of resources and project results
Team development and training to spread responsibilities more broadly
Cost management and recharging of IT services to customers and partners
Partner and product management to better define IT strategies
Introduction and consolidation of IT standards and processes for higher efficiency and fewer errors in IT services
Introduction of quality checks for the IT service portfolio (4D rule, definition of done, lessons learned, customer approval)
Establishment of 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 method standards)
Data center move to reduce rental costs
Gap analysis of technical requirements for a second data center to ensure business continuity after IT outages
Renewal of the network infrastructure at the main site
Introduction of Commvault Backup/Restore as a future-proof company-wide solution (including backup of online mailboxes and MS Teams data)
Implementation of docusnap as CMDB and automatic documentation for audit readiness and higher efficiency
Azure AD guest management for collaboration with external project partners
Microsoft 365 migration of mailboxes and upgrade to Office 365, decommissioning of on-prem IT assets
Interim Team Lead (project management / service delivery)
Adesso as a Service GmbH
- IT Service Management for a mid-sized customer and a large customer
- Review of the existing service portfolio and adjustment of customer documents
- Improvement initiatives in the ITSM area (processes, documentation, monitoring, restore, DevOps, automation)
- Introduction of a project framework
- Introduction of new team processes (Kanban, know-how transfer, operator of the week)
IT Operations Team Lead
Mytheresa.com
- Growth and further development of the ITOPS team from 8 to 12 employees
- Creation of a service portfolio and team assessment
- Operation of services on AWS (S3 bucket, MSSQL DB, archiving with Glacier, DNS records with Route53, and forwarding to Akamai CDN)
- Introduction of ITIL standards
- Introduction of a project framework
- Introduction of a new cloud-hosted intranet platform
IT Operations Manager
Fidor Solutions
Management of internal and external employees and coordination of outsourcing partners (6 employees)
Main contact for internal IT operations and KPI reporting
System administration of Windows, Linux and macOS
Introduction of ITIL
Introduction of a project framework
Connection of Dubai and creation of a location standard (LAN, WAN, switching, routing, firewall, IT security, software asset management)
Relocation of Fidor Factory in Berlin
Migration of partial components to the O365/Azure cloud
Introduction of an office IT security stack (COSA)
Design of a business continuity plan for Fidor Bank
Connection of international offices to the headquarters in Munich
Senior Windows Administrator
AutoScout24
Creation of concepts and project plans, work on infrastructure projects
Creation and maintenance of documentation
Helping to shape process changes, error analysis and troubleshooting
Implementation of infrastructure projects in authentication, email and AD-DNS
Consolidation of all Active Directory forests (5) as part of the Risk Assessment Program (RaaS)
Introduction of a compliance-compliant email archiving solution
Introduction of a single sign-on solution between Active Directory and Linux environments (Unix attributes)
Introduction of a new patch management solution
IT Communication Engineer
Computerlinks AG
Error analysis and technical support for configuration and installation of hardware and software
Responsible for internal IT operations and 2nd level support for about 20 locations worldwide
Migration of central IT services from Novell (eDir, Groupwise, Novell clustering) to Microsoft (Hyper-V, Active Directory, Exchange, SharePoint)
Administration of the XEN environment
Introduction of a mobile device management solution (Blackberry)
Upgrade and administration of the Citrix environment from version 4.x to 5.x
Introduction and maintenance of a company-wide video conferencing solution
System Administrator
Caceis Bank
Installation and administration of server systems, back office products, office applications and special software for the banking environment
Maintenance and support of the systems, internal IT operations, 2nd level support
Introduction and administration of a single sign-on solution between Novell eDir and Microsoft AD (DirXML)
Introduction and administration of a 4-node Novell cluster
Introduction and administration of VMware as a virtualization solution (version 3.5)
Introduction and administration of a SAN environment (EMC SAN connected to VMware)
Relocation and data center move of 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, Manufacturing, and Healthcare.
Business Area Experience
See which departments and functions this freelancer has contributed to most.
Experienced in Information Technology, Operations, Project Management, Customer Service, Quality Assurance, and Strategy.
Summary
Strong skills in both functional and disciplinary leadership of employees, as well as many years of theoretical and practical knowledge in areas such as IT operations and administration, IT project management, IT service management and delivery, implementation of IT processes and standards, and managing IT service providers.
Skills
- Team Lead Skills: Malik Methods
- It Methods: Kanban, Itil4, Prince2, Fitsm, Balanced Score Card
- 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, Check Point, 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, Postgres
- Authentication: Okta, Microsoft Ad/Adfs, Atlasssian Crowd, One Identity, Ping Federate, Edir, Rsa Token
- 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 - Akamai, Sophos Client And Server Av/Pua, Windows Bitdefender, Azure Atp Sentinel
- Software Asset Mgmt: Bmc, Baramundi, Ncentral, Zenworks-Nal, Engl, Sccm / Intune, Autopilot Id
- Mobile Device Mgmt: Jamf.Io, Airwatch, Blackberry, Mobileiron, Intune
- Web Servers: Apache / Tomcat, Iis
- Development Environments: Github, Jenkins, Rabbit Mq
- Automation / Scripting: Powershell, Ansible
- Terminal Services: Microsoft Terminal Server, Citrix Presentation Server
- Print Services: Ndps, Iprint, Windows Print Server, Azure Universal Print
- Ticket Systems: Manage Engine, Otrs, Jira Service Desk (Atlassian), Topdesk, Service Now, Iet, Matrix42
- Wiki: Confluence (Atlassian), Ms Teams Wiki
- Collaboration Tools: Confluence, Ms Teams, Sharepoint
Languages
Education
LMU Munich
Ethnology and IT · Munich, Germany
Certifications & licenses
ITIL4 Foundation (recertification)
mitsm.de
ISO27001 Foundation
mitsm.de · Munich, Germany
FitSM Foundation
ITIL4 Foundation
SAS Viya Administration Essentials
Advanced Teamlead 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 MCITP-EADM
Microsoft MOC-6428 (MS Terminal Server), as part of MCITP-EADM
Microsoft Sharepoint 2010 workshop (Computerlinks internal)
Microsoft Active Directory workshop (Computerlinks internal)
Microsoft Exchange 2010 workshop (Computerlinks internal)
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