MobileIron Experts in Germany

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

• Replacement of a RIS and PACS system in combination with three different software solutions, with a focus on redesigning and further developing existing processes.
• Ensuring the interaction of the individual solutions and their integration into one overall solution to provide optimal support for medical staff in their daily work.
• Overall project management including coordination of three service providers.
• Use of technologies and solutions such as RIS, PACS, Smart Reporting, and Artificial Intelligence.
• Leading the RIS & PACS replacement in a hospital.
• Support with the communication strategy.
• Coordination of external and internal resources.
• Stakeholder management.
• Steering of steering committees.

• Project manager for transition and migration of IPC Trader Telephony to 3CX-based dispatcher and Cloud9-based trader telephony
• Planned and managed company-wide replacement of IPC Trader Telephony with 3CX and Cloud9 solutions
• Continuous improvement of implementation processes and development and execution of optimization measures
• Planned, coordinated and tracked delivery of IT equipment and service provision at all sites
• Led a team of IT site managers to ensure IT services were delivered on time, within budget and with required quality
• Defined project scope in coordination with all business resources
• Planned and executed software and hardware rollouts, including user support during implementation
• Communicated with key customers and service organizations and collaborated with traders, telephony architects, app owners, testers and technical IPC teams
• Conducted stakeholder analysis for creation and maintenance of change management processes
• Managed full change process: prepared change requests, defended them in change board, communicated at company and user level, and supported change implementation

• Plan & Prepare (Site Design & Readiness): Inventory & Design: Dell PowerEdge R-Series, Aruba switches (L2/L3), notebooks/peripherals; serials/asset tags, IPv4/IPv6 addressing, VLAN-/DHCP-/DNS plan

• Runbooks/MOPs: site rollout runbook, backout strategy (<15–30 min), risk register, communication matrix; approvals via CAB/change

• Images/Packages: Golden Image (Win10/11), driver packs, BIOS/UEFI baseline; O365/Teams/OneDrive KFM; BitLocker policies; MECM/SCCM, Intune/Autopilot, MDT/WinPE

• Logistics: shipping/customs clearance, RMA/DOA, on-site spares; tools (barcode scanner, label printer), "Go-Bag" (cables, SFPs, console cables)

• Deliver (on-site implementation): End devices: swap & migration (USMT/OneDrive KFM), peripherals (ATB/BT printers, scanners, boarding gate hardware); domain join, compliance checks, O365 activation, printers/queues, network drives

• Acceptance: functional tests for DCS/CUTE/CUPPS/CUSS stations, ticketing/check-in workflows, boarding gates

• Server (R-Series): rack & stack, cabling (PDU redundancy, fiber/copper), labeling/naming; firmware/RAID (PERC), Lifecycle Controller, iDRAC network; Windows Server 2022/2025 + CIS/BSI hardening; agents (backup/AV/EDR/monitoring), time service/NTP auth, Syslog/SNMPv3

• Network (Aruba): VLANs, LACP trunks, MSTP root; PortFast + BPDU Guard at the edge; QoS (EF/AF); dual stack (v4/v6), DHCP relay. NAC/802.1X with ClearPass/Radius/TACACS+, roles + MAB fallback; guest isolation, ACLs (Guest→Mgmt deny). Telemetry: sFlow, SNMPv3, Syslog→SIEM; LLDP→inventory/CMDB

• Airport specifics: CUTE/CUPPS/CUSS terminals; DCS/Amadeus/SITA connectivity; FIDS (read-only); bag tag/boarding pass printing; changes in off-peak/night windows

• Stabilize (hypercare): first-day support, KPI tracking (login times, ticket volume, error classes), QoS fine-tuning

• Troubleshooting: Wireshark/iperf, event logs, switch counters, sFlow flows; fast incident handling as SPOC

• Knowledge transfer: short training sessions for station teams, mini-runbooks (fault/recovery)

• Close (documentation & handover): docs & CMDB: final configs (switch/server), topology/patch plans, IP tables, serial/asset lists, before/after photos

• Acceptance & sign-off: UAT protocols, functional evidence (use cases), return/reuse of old hardware

• Lessons learned: risks, standard packages, driver freeze, "known issues"

• Interfaces/communication: station IT, airport IT, SOC/NOC, ground ops/ramp/check-in, provider (SITA/Amadeus). ITSM: ServiceNow (Inc/Req/Change/KB), handover to BAU

• 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

• Extensive travel in Germany and abroad for Apple IT training
• Training from version 10.5 Leopard to macOS Sonoma

• Mobile Device & Mobile Application Management (MDM & MAM)
• MDM project management to comply with corporate policies
• Integration of new internally and externally hosted software solutions
• MDM & MAM system: Ivanti MobileIron EPMM
• Collaborative documentation processes and coordination of external service providers
• Organization of virtual training sessions for employee development
• Responsible for device administration and software distribution
• Interface management with the infrastructure provider
• Ensuring smooth IT operations
• Incident and change management
• Automation and optimization of IT infrastructure
• Creation of user documentation
• Handling and advising on customer inquiries and incidents
• Windows system administration
• Ticket system: Matrix42
• Network administration

• Project review, restructuring, and PM for the migration of a total of 12,000 Windows workplace systems (650 applications) from SCCM and Empirum/Matrix42 to MS-Intune after a merger.
• Took over a heavily delayed / not ideally managed project in the role of the "firefighter".
• Completely revised and adjusted/updated the planning of the customer and the involved service provider.
• Introduced planning baselining as well as tracking/mitigation of current risks.
• Introduced an efficient, partially automated planning/reporting interface between MS Project Planning (service provider) and Jira (customer).
• Restructured meetings to increase efficiency and remove redundant appointments.
• Completed the analysis and design phase and created base data for migrations from heterogeneous systems of the two merged companies.
• Started the User Acceptance Test (UAT).
• Technologies: MS Autopilot, Zero Touch.

• Consulting for clients in Windows 11 migration, Microsoft Endpoint Manager (Intune/Autopilot, MECM), Microsoft 365
• Focus areas: Workplace modernization, client deployment, software lifecycle management

• Conceptual consulting for securing business processes
• Consulting on planning and implementation of IT and IT security projects
• Security and policy checks, process optimizations, emergency planning
• Project management and interim management in IT infrastructure and information security

Overview of relevant projects:

• 2025: Consulting on a DLP concept for Digid GmbH.
• 2025: Consulting a client after a cybersecurity attack that compromised the IT infrastructure and where the attacker obtained M365 tenant admin rights. Investigated the IT infrastructure and restored it. Developed recommendations to improve IT security.
• 2025: Continued the projects listed below for Thyssenkrupp Marine Systems and Norddeutsche Landesbank.
• 2024: Created a DNS concept including advice on DNS strategy and technology, DNS design, DNS security, load balancing, reverse lookup zones, and automation. Created a DHCP concept including advice on DHCP design, a central DHCP management system and automation. Advised on operating the mentioned products, the operational processes, and updated IT documentation and IT service descriptions for Thyssenkrupp Marine Systems.
• 2024: As-is analysis and assessment of the network and security infrastructure established by providers in terms of overall architecture including design and components. Designed solution proposals to improve current operations for performance and security maximization as well as complexity reduction. Presented the results to C-level, their causes and possible solutions including required decision templates. Developed a SASE concept based on a zero-trust architecture for Norddeutsche Landesbank.
• 2024: Continued the projects listed below for Atlas GmbH and Deutsche Vermögensberatung AG.
• 2023: Consulting on resolving findings from an IT security assessment of the IT infrastructure, conducting proofs of concept for DDoS protection and digital experience monitoring (DEM) with Zscaler (ZIA, ZPA & ZDX), creating a new security architecture based on zero trust, redesigning a Cisco ISE implementation, and designing a DNS security solution to protect guests and financial advisors for Atlas GmbH / Deutsche Vermögensberatung AG.
• 2023: Continued the projects listed below for Digid GmbH, Vaillant Group GmbH (until 09/2023), Federal Institute for Geosciences and Natural Resources (until 05/2023), and Union Investment IT-Services GmbH (until 07/2023).
• 2022: Created and reviewed whitepapers for infrastructure and security architectures, and planned new network infrastructures for the German Aerospace Center.
• 2022: Developed a concept for the technical and procedural modernization of a disaster recovery plan for United Nations Volunteers.
• 2022: Developed a concept for migrating measurement data to a cloud environment, introduced network access control, and conducted an awareness training for Digid GmbH.
• 2022: Developed a network segmentation concept for DZ Hyp AG.
• 2022: Developed a network segmentation concept for the Federal Employment Agency.
• 2021: Developed a new load balancer architecture concept for Bundeswehr Fuhrparkservices GmbH.
• 2021: Conducted a vulnerability scan and penetration test of a web frontend including analysis and recommendations for remediation considering risk and likelihood for the client ifi GmbH.
• 2021: Consulting, design, and subproject management for implementing a network access control solution (certificate authentication and MAC address bypass) and macro segmentation (area and zone concept based on dynamic device assignment) in office and production IT for Vaillant Group GmbH.
• 2021: Upgraded and optimized LAN and WLAN infrastructure for United Nations Volunteers.
• 2021: Developed a target concept for modernizing the IT security infrastructure including the DMZ (Cisco switches, firewalls, WSA, ESA, SMA), internet connections, admin and management networks, and the wireless LAN, including overseeing implementation for the Federal Institute for Geosciences and Natural Resources.
• 2021: Created a micro-segmentation concept based on Cisco DNA, SGT, and zero trust for Union Investment IT-Services GmbH.
• 2021: Reviewed and updated ISMS level 3 policies and created procedure instructions for Software AG.
• 2021: Project lead for the global tech refresh project Meraki WLAN 2.0, coordinated the outsourcing of LAN/WLAN infrastructure to a managed service provider, and created a WLAN concept for automated guided vehicles for Heraeus Infosystems GmbH.
• 2021: Project management and technical support for the 'Transition of SIEM/SOC Services' project migrating a client to a shared environment, and took on the interim role of Head of Security Operations at Datagroup SE.
• 2021: Conducted a workshop for the future implementation of mobile device management for Allgeier Experts Go GmbH.
• 2021: Subproject management for implementing a firewall rule management tool and recertifying NAC endpoints based on 802.1x and MAB for Union Investment IT-Services GmbH.
• 2020: Developed a network segmentation concept for two data centers based on Cisco and VMware for Aareon AG.
• Recorded and analyzed the current network architecture including project initiation.
• Designed a micro-segmentation concept in the data center and access network.
• 2020: Infrastructure and security architecture audit for Stuttgarter Versicherung AG.
• Analyzed the IT infrastructure and security architecture regarding network and security component configurations. Also reviewed contracts, process documents, and manuals for completeness. Developed recommendations to improve the stability and operation of the infrastructure. Created a network segmentation concept and led the project to implement the measures from the audit.
• 2020: Consulting on setting up an ISMS-light for Josera foodforplanet GmbH & Co. KG.
• 2020: Security architecture consulting for Datagroup SE.
• Developed a future IT infrastructure and IT security architecture.
• Documented the current IT architecture of all 23 entities.
• Made recommendations to optimize the IT infrastructure and drafted a comparison of a traditional perimeter security concept versus a zero trust model.
• Created a security zone concept.
• Designed an IT infrastructure architecture in coordination with all entities.
• 2018 - 2019: Stream lead in the cybersecurity program at Deutsche Lufthansa AG.
• Responsible for designing and implementing 9 projects in IT security infrastructure and user access management, as well as managing project managers and experts.
• Project area: Network segmentation and access control.
• Project area: Security architecture.
• Project area: Privileged, identity & access management.
• Project area: Simplify user authentication (MFA).
• Project area: Mobile & endpoint security.
• Project area: OT security.
• Project area: E-enabled aircraft.
• 2018: Security architecture consulting for Deutsche Lufthansa AG.
• Project management for the development, evaluation, and management of the company-wide information security architecture.
• Developed a security strategy and a roadmap to align the security architecture with the zero trust model.
• Evaluated market security solutions, services, and tools.
• Defined requirements for RFPs and assessed proposals.
• Developed, maintained, and monitored security architecture artifacts.
• Conducted security assessments of existing and new IT systems and security services.
• 2018: ISMS consulting for GLS IT Services GmbH.
• Advised on implementing and initially operating an ISMS based on ISO27001.
• Audited the IT environments of GLS country subsidiaries.
• Analyzed and assessed IT security risks and derived necessary measures.
• Developed solution proposals in coordination with relevant stakeholders.
• Managed the project and handed over the ISMS to operations.
• 2016 - 2018: Security pre-sales consultant for Cisco Systems GmbH.
• Provided nationwide strategic and conceptual consulting to major enterprise and financial and insurance clients on Cisco and Meraki security products and services such as Firepower, WSA, ESA, Stealthwatch, and ISE.
• 2017 - 2018: Designed and implemented an ISMS for Verivox GmbH.
• Conducted various BIAs and gap analyses.
• Developed security policies based on ISO 2700x.
• Served as interim information security officer.
• 2017: Developed an emergency concept for VPV Lebensversicherungs-AG.
• Reviewed and updated the IT emergency manual.
• 2016: Consulting and project management for designing cloud & hosting services for Vodafone Group Services GmbH.
• Analyzed and optimized the sell-build-run process.
• Created detailed level designs for cloud products.

• Coordination and monitoring of required tasks and resources
• Coordination and ensuring the flow of information between involved departments
• Windows 10/11
• Time management and project control
• Integration of S/4HANA solutions in collaboration with business units
• Microsoft Project
• Confluence
• Jira
• Microsoft Office
• Microsoft Planner
• Responsible expert for client management environment services and patch management
• Coordination of interfaces and integration with existing systems
• Enable and enforce multi-factor authentication (MFA)
• Ensuring data migration and quality during the S/4HANA implementation
• Creation of a project structure plan
• Optimization of the design and implementation of service and client management processes
• Azure AD
• Project management & risk management
• Regular updates and drafting of decision documents for decision-makers
• Set up of an additional Linux-based infrastructure for administrative purposes
• Advising program management on transformation and migration projects
• PowerShell scripting
• Enhancement, maintenance and troubleshooting of the existing ERP application
• Synchronization with on-premises directories (Azure AD Connect)
• Conducting concept development and planning
• Procurement, integration, and deployment of MacBooks
• Autopilot
• Integration of systems into a client management system (Intune), Microsoft Defender, and Azure AD
• Implementation of single sign-on for mobile devices & PCs
• Migration from Active Directory to MS Intune
• Implementation and integration of SAP S/4HANA solutions
• Software packaging (MSI)
• Mobile device management with MS Intune and Mobile Iron
• Management of servers and services using Ansible
• MIM (Microsoft Identity Manager)
• Identity and permission management
• Access management

• Led remote IT and cybersecurity operations, including secure device provisioning, app deployment, compliance monitoring, and endpoint security with Microsoft Intune and Defender for Endpoint.
• Managed Identity and Access Management (IAM) with Microsoft Entra ID, including implementing role-based access control, conditional access, VPN configuration, and multi-factor authentication (MFA).
• Maintained and secured Cloud PCs, provided technical remote support, and optimized performance within the Microsoft 365 Business environment.

• External leadership & responsibility: providing and applying expertise in digital etiquette & digital AI competence on a contract basis.
• Change management & digital etiquette: enhancing the digital collaboration skills of all employees across hierarchies, with a sustainable impact on corporate culture.
• Training strategy & digitization: implementing central and decentralized training systems (online, in-person, hybrid) for the successful qualification of specialists and managers, and developing trainer guides for process training.
• Configuration manager: ensuring consistency, transparency and control of complex systems through structured configuration and change management.
• More efficient leadership: advising and enabling managers in digital communication, time management, artificial intelligence and ethics to increase efficiency and decision quality.

• Client support, 2nd, 3rd level, server administration
• Project and process coordination
• Support of MS365 services
• Linux administration
• Provider management