ISDN Experts in Germany

• Development of a comprehensive transformation model for IT departments and ITSM organizations, from operational stabilization through structuring and optimization to strategic advancement
• Design of a transformation matrix that connects development phases with the implementation activities Position, Focus, Model, Enable, Anchor and Develop
• Development of assessment, maturity and decision-making logic to determine the operational starting point, the appropriate entry point and the prioritized areas of action
• Structuring of an end-to-end approach from current-state assessment and target vision through operating model, roadmap and service modules to implementation and integration into steady-state operations
• Derivation of combinable consulting and implementation modules, including methods, deliverables, role models, governance structures and transformation paths
• Collection, structuring and prioritization of business requirements from the perspectives of IT management, service management and operational roles
• Translation of requirements into target visions, process and role models, decision criteria and traceable deliverables

Environment / Tools: ITIL 4, IT4IT, Operating Model Canvas, SIAM, maturity models Kanban

Project: Rollout of new infrastructure components

• Defined and managed the implementation of an overarching management framework with clear roles and responsibilities as part of the hardware rollout.
• Designed and established governance and control mechanisms, including the development of compliance requirements and processes for continuous quality assurance, supported by ServiceNow.
• Coordinated technical activities between service, infrastructure and specialist teams to ensure the smooth delivery and commissioning of printers and notebooks.
• Created a detailed rollout plan with specific timelines, milestones and responsibilities.
• Managed the procurement, delivery, testing, configuration, installation and on-site commissioning of hardware, including integration into existing IT systems.
• Established and continuously optimized processes for the procurement, distribution and use of printers and notebooks.
• Developed and implemented standardized provisioning processes, analyzed existing procedures, harmonized the processes involved and ensured compliance with security, compliance and quality requirements.
• Introduced agile methods to continuously improve the hardware provisioning process.
• Promoted collaboration through clear responsibilities and communication structures between internal IT teams and external service providers.
• Documented and monitored rollout progress, created rollout reports and tracked hardware implementation in real time.
• Supported change management and organized and delivered training sessions for end users.
• Created user manuals and online resources.
• Analyzed the existing hardware landscape, created hardware inventories, assessed current equipment and checked hardware compatibility.
• Developed detailed infrastructure mappings.
• Planned, organized and conducted structured interviews with key stakeholders and created requirements documents.

• Overall coordination of service providers for all infrastructure topics at a production site being set up in Baden-Württemberg
• Design and finding solutions for internet connectivity, building office communication networks, setting up WLAN in production and administration buildings, IP address management, password policies, time tracking, access control systems, backup strategies, emergency power planning, operating concepts, cost planning, event management, workplace setup including laptop/mobile phones/telephony, remote support, print servers
• Selecting suitable external service providers and planning to meet needs for spare parts, repairs, on-site service, network and workplace support including on-site system replacement by providers
• Choosing suitable external service providers for facility management and building technology (fiber optic connections, data center infrastructure, cable ducts etc.)
• Coordination with clients and service providers
• Escalation management, schedule control
• On-site presence for service meetings and managing service providers

• Analysis of technical and economic feasibility
• Creation of a detailed project plan including time and resource management
• Requesting and evaluating offers, selecting components, and managing suppliers
• Coordination of all involved trades (e.g. electricians, installation companies)
• Monitoring the construction work and ensuring deadlines, budgets, and quality standards are met
• Acceptance and commissioning of the PV system including documentation
• After project completion: optimizing monitoring and supporting grid connection

• Mobile Device Management (MDM) for iOS devices (iPads, iPhones)
• Management, configuration and rollout of policies, apps and security measures
• eSIM setup & management as well as management of mobile plans and contracts
• User management (create, block, delete) in the SecurePIM security solution
• Device registration, preparation and setup of devices with Windows 10/11 and peripherals
• 1st & 2nd level support and handling of IT requests via the ticket system
• Troubleshooting, fault isolation and repair of devices
• Creating and maintaining guides, training new users and handling user questions

• Designed and specified the technical network integration of a new business-critical application system (MUREX) in the capital markets area in a complex interface and outsourcing environment.

• Created component specifications, a catalog of measures and an implementation plan.

• Ensured proper integration of the developed results in line with the bank’s framework: IT compliance, IT security, change and release management.

• Selected and integrated a new service provider for the bank; moved critical bank applications to the provider.

• Designed, implemented and supported the new Cisco network and Fortinet security setup at the service provider data center.

• Acted as technical interface between the bank, service providers and consulting partners.

• Supported and further developed the network and security infrastructure (clients, servers, networks); performed error analysis and implemented solutions within agreed service levels.

• Analyzed and diagnosed all security and network failures, glitches and malfunctions.

• Initiated continuous improvements to ensure efficient resource use and acceptable response times for users.

• Provided network support in a financial services organization and prepared operational changes on production banking network infrastructure for both large and small projects within strict change management discipline.

• Designed, defined, tested, governed and improved engineering standards.

• Performed the role of network architect for medium to large projects involving team resources.

As part of the preparation and operational support of a business succession:

• Company analysis: Analysis of the overall economic, organizational and structural situation (current state, strengths/weaknesses, risk potentials)
• Process analysis: Recording and documentation of all relevant business processes (BPMN, UML) in the areas of management, finance, procurement, sales and operations
• Process optimization: Identification of weaknesses and inefficiencies, development and operational implementation of improvement measures
• Stakeholder management: Identification and analysis of all relevant internal and external stakeholders; structured communication and coordination with previous and future owners, shareholders and employees
• Change management: Supporting the workforce and management through the handover process; building acceptance and trust among all participants
• Governance & documentation: Creation and handover of structured operation manuals, process documentation and organizational handbook for the new business owner
• Risk & vulnerability analysis: Assessment of operational and strategic risks in the handover process and development of recommended actions
• Operational support: Interim takeover of leadership tasks; ensuring business continuity during the transition phase

• Successfully certified as Professional Scrum Master (PSM I)
• Further training in AI trends, prompt engineering, and tools (ComfyUI, SD3.5, Flux, Loras)
• Market analysis for the strategic realignment of the service portfolio

• Customer service reorganization at DCS Digital Charging Solutions, Munich

• Management of nearshore service providers

• Implementation of scorecard, quality management and CSAT definitions, customer loyalty

• Customer service reorganization strategy at TWS Total Webhosting Solutions Group, Amsterdam

• Brand consolidation

• Webhosting mass market customer service strategy

• Quality management and CSAT management definition, upselling

• Provider strategy for nearshore customer service, RFP process at Advanzia Bank, Luxembourg

• Definition of upsell campaigns for business customers from ISDN to NGN (VoIP) at 1&1 Versatel GmbH

• Customer approach, migration conditions, order entry, service delivery, end-to-end processes, customer communication

• Definition of customer service processes (telco, mass market, use cases) at E.ON Broadband, Avacon Connect GmbH, Berlin and Sarstedt

• Order entry, field sales processes, commission accounting, CRM system requirements (MS Dynamics), service provider management

• Definition of service sheets for phone and written contacts (skill definition, forecasting process, SL measurement, quality measurement, scorecard, bonus-malus) at Lechwerke (LEW), Augsburg

• Support in the tender process for selecting service providers

• The customer is undergoing a comprehensive transformation. All SAP ECC landscapes worldwide are being migrated to SAP S/4HANA, with the goal of introducing a standard template worldwide.

• The program also includes the “RISE with SAP” migration and modernization program, which may involve migrating the landscapes of selected country installations to the SAP Private Cloud.

• On the stakeholder side, the program reporting line extends to the company’s executive board and that of the implementation partner.

• Fiserv Germany’s ERP landscape currently includes several non-standard SAP tools and applications that extend the functionality of the ECC environment and can often be integrated into downstream systems. As part of the transition to SAP S/4HANA, it is essential to assess the core functionality, integration points and future viability of these applications in order to determine their alignment with the target architecture.

• The focus of the work is on providing expert advice and assessment to define the scope, strategy and roadmap for transitioning Fiserv Germany’s SAP ECC system to SAP S/4HANA.

• The recommended best practices from SAP are followed and a structured approach is used to ensure a smooth transition with minimal disruption while maximizing business value.

• This assessment forms the basis for a successful SAP S/4HANA transformation and ensures alignment with industry best practices, regulatory compliance and future scalability.

• Migration Strategy Definition – assessment of available transition approaches based on business objectives, technical feasibility and SAP Best Practices.

• Technical Readiness Assessment – conducting a system analysis to assess compatibility, custom code impact, data volume management, integration points and infrastructure readiness for SAP S/4HANA.

• Business Process Impact Analysis – reviewing the latest business process documentation to define the scope and effort required to implement the necessary functions in SAP S/4HANA and to identify opportunities for process optimization.

• Roadmap for Non-SAP Systems and Applications – assessment of third-party and legacy applications regarding their integration with SAP S/4HANA and recommendation of consolidation, migration or replacement strategies.

• Deployment & Implementation Planning – defining a phased approach for implementation, including project schedules, risk mitigation strategies and key milestones aligned with business priorities.

• This transformation takes place in phases: the Discovery phase leads to the Explore phase, which is followed by the Design phase and finally implementation.

• Program management

• Change management

• Requirements management

• Transition management

• Stakeholder management

• Risk management

• Comprehensive coordination

• Redesigning cablewise infrastructure with CAT 8.1 keystones, measuring the speed and quality of the new installation with Pockethernet, documentation at a local saddlery
• CAT 8.1 installation and building a data center, site linking, VPN and VLAN configuration for a local car dealership, implementation of IT-Security standards like virus protection (G Data) and firewalling (OPNSense)
• Relocation of a tax office with redesign of the IT infrastructure, virus protection (G Data) and backup solutions (QNAP)
• Planning, conception and implementation of an inhouse data center, BSI-compliant for commercial laundry (including Proxmox-based virtualization of existing infrastructures, QNAP, G Data, OPNSense, APC)
• Implementation and conception of security solutions in the SME sector
• Collaboration on the IT-security concept for the Bremen network of authorities (in the dLAN network)
• Creation of IT-security concept VOIS (modules MESO, KFZ/iKFZ) including audit preparation for KBA
• Expansion of the IT-security concept for the online service for electronic residence registration (eWA) to include use as an eFA (one-for-all) service (nationwide)
• Expansion of the IT-security concept to include modules wos & wvp
• Concept development for the implementation of DIN SPEC 27076 at MSEs and SMEs
• Creation and evaluation of emergency concepts
• Creation and evaluation of response actions and BCM plans
• Assessment of existing business continuity management (ISO 22301)
• Development of BCM strategy options
• Conducting awareness training

• As-is analysis of the existing heterogeneous telecommunications infrastructure (128 locations)
• Requirements analysis for call center solution and VoIP / Unified Collaboration and Communication services
• Creation of a solution proposal and a technical concept
• Tendering for the new services
• Contract negotiations
• Support during the pilot phase

• Projects for federal networks (NdB).
• CR management, EoL change requests, design and documentation according to ITSCM.
• Data center planning.
• Project management and engineering subproject management.
• Software development for virtual server environments according to BSI.

• User account management and creation in Active Directory
• Group management and modification in Active Directory
• Permission management on file servers
• Exchange/Outlook support
• VPN setup
• System and product support: Windows 10, Windows 11, Office 2019, Office 365, Active Directory, TeamViewer, RSA VPN, Microsoft Teams, RSA Security Console, Deep Discovery Mail Inspector, ServiceNow, Macmon