NetApp Experts in Germany

• Capturing the current processes Incident Management, IT Service Request Management, Problem Management, Change Management, Service Configuration Management (including CMDB)
• Carrying out maturity assessments for these processes based on the ITIL® 4 Maturity Model
• Analyzing the different service value streams based on the ITIL® 4 value stream model
• Agreeing maturity levels for the processes being reviewed
• Developing and approving a roadmap to achieve and measure the respective maturity levels
• Presenting the approach, including milestones, to management for approval
• Managing external service providers in 1st level support

• Project: ESU Windows and SQL Server consolidation / Configuration Management in ServiceNow
• Creation of an as-is analysis of all servers worldwide
• Creation of an as-is analysis of all SQL servers worldwide
• Creation of requirements analyses for SQL and server migrations
• Coordination of requirements with partners for migrations to Hyper-V (on-premises) or Azure Cloud
• Moderation of jour fixe meetings
• Creation of roadmaps and solution models for server migrations
• Setup of test scenarios
• Moderation of workshops for the introduction of a Global Admin Team
• Creation of data models (CMDB) in ServiceNow
• Conducting workshops for the CMDB data model
• Creation of solution models for the CMDB
• Creation of seamless configuration and work documentation for the CMDB
• Creation of reports for license management
• Creation of KPIs for data quality in ServiceNow
• Creation of a service catalog
• Moderation of workshops for creating service requests
• Interface between needs analysis and ServiceNow development team
• Systems used: Windows 7, Windows 10, Microsoft Office 365/2010, Windows Server 20xx, SQL Server 20xx, SharePoint, Azure Cloud, Hyper-V, ServiceNow, various tools

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

• Error analysis and fixes including performance optimization of the in-house developed platform API
• Change and incident management in day-to-day operations
• Responsible for compliance with security and compliance requirements
• Vendor management for software development and maintenance
• Planning and execution of migration of legacy services to a cloud native platform

Role in the project: project staff, implementation team

Used skills: requirements analysis, IT service and application management, IT operations, error analysis and performance optimization, software maintenance and lifecycle management

Project environment: Cloud Native Platform (Kubernetes, Crossplane, AWS, ArgoCD, Grafana)

• Holistic responsibility for modernizing and expanding federal networks and upgrading critical data center and telecom infrastructure in the high-security agency environment of BDBOS
• Planning and management of the expansion of national BOS network infrastructure in the VS-NfD/KRITIS environment with technical decision authority at the architecture and component level (Cisco, Layer 2/3, WAN redundancy)
• Planning, tendering (EVB-IT/UVgO) and oversight of the upgrade of security-critical telecom infrastructure for emergency call 110/112 (ACD)
• Capacity planning, rack integration, structured cabling, power supply, cooling concept (CRAC/In-Row) and DCIM monitoring for data center expansion
• Building the IT department from scratch: structures, governance, processes, team recruiting, vendor selection and long-term IT strategy
• Planning and managing infrastructure and application migrations: migration strategies, batch planning, hypercare stabilization and rollback concepts
• Creating vendor-neutral specifications (telecom systems, signature solutions) according to EVB-IT and UVgO; contract award and vendor management
• Setting up a secure IT environment according to BSI basic protection, ISO 27001 and VS-NfD; developing IT security concepts and CMDB analyses
• Hands-on program leadership: decision papers for management and steering committees, risk management, reporting and change request control

Windows Administrator, software deployment, user support, Azure / Entra administrator, hardware support, software packaging, defining and introducing processes

Tasks performed:

• Handling incidents, service requests & changes in the Matrix42 ticket system
• Handling / resolving incidents
• User creation / permissions
• Installation and patch management for Windows
• Permissions and license management in Entra
• Process improvement and documentation

Tools and methods used: Windows Server 2016 / 2019, Active Directory, Windows 11, Office 365, Azure / Entra, Ivanti, VMWare & ESX, Dell & Kyocera Minolta & Zeus hardware support

• Analysis of requirements and the current situation
• Migration of an old domain structure and Tobit to Exchange 2019 with integration to MS365
• Evaluation of implementation paths and planning for securing sensitive data
• Planning regarding BSI basic protection, the German Federal Data Protection Act (BDSG), and GDPR
• IT governance and IT security backtests
• Support with ERP setup and securing mail transfer
• Hyper-V 2016/2022, Microsoft Terminal Services Cluster, Microsoft Exchange 2019
• Office 365, Microsoft 365, Azure AD, Teams, Salesforce
• Cisco, Zyxel, and HP switches, Sophos firewalls/UTMs, SecurePoint
• Microsoft IIS 2022, IPv4/IPv6, Veeam, Wortmann online backup, NextCloud
• Services: DNS, DHCP, TCP/IP, subnetting, firewalling, routing, VoIP, Group Policy (GPO), SIEM, remote work, home office, high availability, failover, VLAN, PRTG

• It is like a startup within REWE, where we have to build a new forecasting system on Google Cloud Platform from the scratch. Although, officially my role is called MLOps, my actual tasks also include development of data processing pipelines (data engineering) and data scientists tasks such as feature engineering and model trainings.
• GCP: Terraform (tofu), Vertex AI (Kubeflow), Cloud Run, IAM, Google Cloud Storage, BigQuery, Artifact Registry
• Data engineering: Snowflake as the main data warehouse, Terraform, DBT for data model implementations
• CI/CD: GitLab. We have built a CI/CD pipeline that automates deployments of new releases up to production environment

• Disciplinary and professional leadership of the IT and service team
• Definition and documentation of the Current Mode of Operation (CMO) in Confluence: application landscape, infrastructure, networks, backup & storage
• Development of the Future Mode of Operation (FMO) including process analysis & stakeholder interviews with all departments using BPMN and flowcharts
• Optimization of license management: reduction of ongoing software costs by approx. 17% p.a.
• Introduction and establishment of Jira as the central tool for project and service management
• Introduction and rollout of the HR software MindKey to digitize HR processes
• Introduction of a VoIP solution with Microsoft Teams incl. PSTN connection to replace classic telephony
• Introduction of the production and planning software OptiControl to digitize operational processes
• Rollout of Intune as a Mobile Device Management solution for Windows, iOS and Android
• Build-up of Power BI dashboards for machine park monitoring and financial reporting
• Planning and execution of the IT consolidation of two locations for 170 users
• Introduction of automated penetration testing with Pentera
• Coaching and mentoring the team in agile methods & project management
• Operational support in day-to-day business: administration, incident & change management
• Management of external service providers and assurance of the quality of outsourced IT services
• Responsibility for the IT budget incl. planning and controlling
• Direct reporting line to management with regular management reports on IT KPIs, budget and project status

• 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

• Implementation of specified DevOps solutions to automate infrastructure (Terraform, Bicep, CloudFormation, Ansible) on-premises datacenter (Ovirt, Proxmox, Ceph Cluster, MinIO) and private cloud.
• Administration, configuration and implementation of CI/CD DevOps pipelines (GitLab, GitFlow) to support development process (Artifactory, Prometheus, Istio, service mesh, Helm Chart, OpenShift (Red Hat Enterprise) / Kubernetes cluster), Red Hat Satellite.
• Administration, setup, monitoring and patching of Linux infrastructure based on Red Hat Enterprise for Dev, Test and QA.
• Use of Scrum and Kanban methods.
• Administration, configuration and implementation of security standards for deploying on Dev, Test, QA and Prod stages of the new ePA applications.
• Development of new plugins and add-ons needed on current infrastructure.
• Database support.
• Data analytics support (Python, Spark, Pandas, Power BI, Splunk Enterprise).
• Implementation of best practices for DevSecOps and BizDevOps using GitOps (ArgoCD), Streamlit framework, Semaphore Ansible UI.
• Configuration and testing of iperf, uperf, sysbench using benchmark-operator for external source data and IoT/MDM devices, creating reports via ELK / OpenSearch.
• Building a new Databricks platform to collect and analyze big data from different sources and IoT devices into Hadoop framework (Python, Pandas, PySpark, Power BI, Apache Airflow).
• Building backend data aggregation and processing to automate configuration deployment between different OpenShift clusters and big data framework (Python, Pandas, PySpark, Apache Spark, PostgreSQL, Django 2, Ansible Automation, Jira JSM).
• Building a new ML pipeline platform using Kubeflow, TensorFlow, KServe.
• Data extraction, transformation and loading from different data sources including structured and unstructured data to analytic DWH / big data cluster using Python, Pandas, Polars, Power BI, Django backend and PostgreSQL.
• Setup of new DevOps Test and QA HashiCorp Vault cluster for PKI and IAM.
• Configuration and testing of automated patching based on CVSS score, SIEM-integrated CVEs.
• Use of Nexpose and InsightVM to scan vulnerability events in network, host, container and application.
• Design and implementation of secure and scalable AWS architectures including VPC, EC2, S3, RDS and Route53 and similar setups on Azure and GCP.
• Automated system provisioning and deployment using CloudFormation templates.
• Configuration of IAM roles, policies and permissions to ensure secure access control.
• Patch management, backup automation and disaster recovery setup on AWS infrastructure.
• Monitoring and optimization of system performance using AWS CloudWatch and AWS Trusted Advisor.
• Support of VMware services (vSphere, Aria, Horizon) and the virtual desktop environment.
• Development and maintenance of CI/CD pipelines using Jenkins, GitLab CI/CD and AWS CodePipeline with interface to Nutanix.
• Configuration of AWS CloudWatch to monitor application performance and system events.
• Planning and execution of migration of on-premises applications to AWS cloud platforms.
• Deployment of containerized applications using Docker and Kubernetes in AWS environments.
• Deployment of internal software packages between availability zones using AWS CodeDeploy.
• Building and deploying ML models using Scikit-learn, XGBoost and Spark MLlib including hyperparameter tuning, model evaluation and production deployment.

• As part of the project, I was responsible for operating a Citrix farm for 600 users, including optimizing the user experience and ensuring high availability.

• I managed and optimized the entire application landscape of a major customer, evaluated and implemented application updates, and ensured the compatibility and security of the software in use.

• I managed user accounts, implemented security policies, and monitored system performance.

• I administered Azure Entra ID to control identities and access rights, implemented security policies, and synchronized on-premises directories with the cloud.

• I implemented and managed Microsoft Intune for central management of client devices, including the configuration and management of BitLocker for disk encryption.

• I managed file servers and NTFS permissions to ensure secure and efficient data access management.

• I handled change requests and last-level support tickets efficiently to solve complex system issues and improve user satisfaction.

• I supported and advised the customer team on various topics and projects, identified areas for improvement, and implemented best practices.

Technologies used:

• Citrix XenApp and XenDesktop
• Microsoft Windows Server 2012R2 and 2022
• Exchange 2016 and Exchange Online
• Entra ID (Azure AD)
• Entra ID Connect
• BitLocker
• PowerShell scripting
• Microsoft Intune
• LDAP (Lightweight Directory Access Protocol)
• DNS services (Domain Name System)
• Active Directory Certificate Services (AD CS)

• Configuration and expansion of monitoring
• Setup of a monitoring test instance and inclusion of Windows and Linux servers
• Creation of documentation for the checkmk environment
• Handover to operations
• Administration, installation, documentation
• IT environment: Windows Server 2019, Ubuntu Server, Checkmk

• Datacenter setup, updates, connectivity and Disaster recovery setup.

• Technologies used: VMware ESXi 8, DevOps, Office 365, VM, Hyper-V, Workplace, Power BI.