OTRS Experts in Germany

• Conclusion of partner agreements with OnePlan (portfolio management) and ForProject/EVMS (project controlling); ongoing qualification and implementation of both tools.
• Project management for the relaunch of [link] with a new focus on integrated PM/PPM toolchains.
• Development and implementation of approx. 60 PM standard methods (PMSP, CMSP, QMSP) according to ICB4 & PMBoK8 as a database application on MS Power Automate / M365 / MS Project, with a planned cloud launch in 2025.
• Deployment and cut-over standard process defined as Quality Gate QG07: go-live plan, cut-over plan, communication package, production launch, smoke test in production, hypercare team, incident and SLA management, confirmation of production stability and operational handover.
• Development of a classification and retrieval system (TOC) for ChatGPT projects to enable immediate cross-application object activation.

Tools: LinkedIn, Claude, ChatGPT, Gemini, Infinity, MS Copilot, OnePlan, EVMS/ForProject, Power Automate, SQL DB, O365, MS Project, MS Cloud, ICB4, PMBoK7, M365, Teams

As PMO for the key focus areas of the IT Planning Council in Saxony-Anhalt, I am responsible for monitoring the four funded projects in Saxony-Anhalt to ensure compliance with funding guidelines, the State Budget Code, project standards, scope, and objectives.

• Central PMO for four digitalization and funding projects as part of the Digital Strategy of the State of Saxony-Anhalt
• Cross-project coordination and management in collaboration with the ministry, FITKO, and project leads
• Planning, structuring, and tracking project milestones, deadlines, and work packages
• Creating and maintaining project, status, and final documentation
• Establishing and carrying out cross-project reporting to ensure transparency and traceability
• Carrying out budget and cost control and supporting the financial management of projects
• Setting up and continuously maintaining cross-project risk management, including assessment, action planning, and escalation
• Coordinating change management, including assessing, planning, and tracking change requests
• Monitoring project progress through planned-versus-actual comparisons and identifying optimization and management actions
• Aligning and communicating with all relevant stakeholders through designated contacts
• Supporting compliance with funding, procurement, and budgetary requirements
• Preparing and facilitating status meetings and management reviews
• Ensuring transparent, timely, and quality-focused project delivery across several concurrent funded projects.

• User account management and creation in Active Directory
• Group management and updates in Active Directory
• Permissions 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

• Administration and further development of the M365 environment, including Teams, Exchange Online, Intune, and SharePoint Online
• Development of dashboards for performance monitoring with Microsoft Power BI
• Implementation of user requirements and processes with low-code/no-code technologies (Power Apps, Power Automate)
• Use of Jira and Azure DevOps to plan and implement user stories in an agile project context
• Participation in daily stand-ups, sprint planning, sprint reviews, and retrospectives as the technical point of contact
• Planning and implementation of security policies using Azure Conditional Access and multi-factor authentication
• Configuration and deployment of clients and applications via MECM (SCCM) and Baramundi

Retained by the client as external advisory anchor following build-up and handover of the programme. I continued to serve as an external mentor/advisor to the internal programme manager, focusing on

• governance,
• risk and dependency management,
• stakeholder alignment,
• delivery discipline and
• change adoption.

• AI Integration (LLM & RAG): Designed and built an internal intelligent RAG system (Retrieval-Augmented Generation) based on LLMs, n8n, and vector data to automatically analyze technical documents and error logs.
• Design & Implementation: Designed a robust RS-232/UART communication interface for an SBC-based embedded device used to control medical shaker systems.
• Architecture & Protocol Design: Built a highly maintainable software structure (OOP, SOLID) and defined resilient, hardware-level communication protocols, including multithreading and advanced error handling.
• Quality Assurance & DevOps: Automated testing with xUnit, ran integration tests directly on the hardware target, and maintained technical documentation to strict medical technology standards via Azure DevOps.

Label: C#, .NET, LLMs, RAG, n8n, RS-232, UART, Multithreading, async/await, xUnit, gRPC/protobuf, Blazor, MudBlazor, EF Core, Visual Studio 2026, Azure DevOps

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

• Support for one of the largest logistics service providers in handling ServiceNow tickets in the areas of SAP MDG, Business Partner (BP), customer and supplier master data
• Technical analysis and resolution of tickets through in-depth review of various database tables
• Creation and maintenance of accounting clerks in the system
• Deactivation of company codes using transports
• Carrying out mass changes with LSMW (Legacy System Migration Workbench)

• Architecture and conception
• Development at gitis.de (Laravel, Vue, Blade, CI/CD Pipeline [Rector, PHPUnit, PHPStan, PHP_CodeSniffer])
• Development at plotdesk.app (Laravel, Vue, Inertia, Tailwindcss, Prism, Ansible, Docker, CI/CD Pipeline [Rector, Pest, PHPStan, Pint])
• Development at sales-automation.ai (Laravel, Vue, Inertia, Tailwindcss, Prism, CI/CD Pipeline [Pest, PHPStan, Pint])
• Development at Cynapsis Interactive (Laravel, Filament, Google Ads API, CI/CD Pipeline [Rector, Pest, PHPStan, Pint])
• Analysis and monitoring tool for z-optimations GmbH (Laravel, Blade)
• Development at ProgressMaker (Laravel, Pest, REST-API)
• Development of a data warehouse at ProgressMaker (Laravel)
• Development of SimpleStats.io (Laravel, Vue, Inertia, Tailwindcss, Pest, CI/CD)
• Development of Validation for Laravel (Laravel, Vue, Inertia, Tailwindcss)
• Development of multiple open-source projects (laravel-date-scopes, laravel-schema-rules, laravel-xhprof)

• Lead programmer, architect and deputy product owner
• Completed transition from zPDV to STEP
• Ensured quality of C++ and Perl sources through automated and manual checks
• Supported resolution of incidents and errors in testing
• Implemented batch for supplementary assignment of payment run numbers
• Implemented batch for distribution of SGB 2 information to the central payment unit
• Supported replacement of Solaris with Linux
• Upgraded gcc from 7.4 to 9.3
• Programmatically generated Makefiles from Borland projects for builds
• Extended funding data with new attribute “Kennzeichen Fahrtkosten Praktikum”
• Programmatically generated XSD and WSDL files from IDL definitions
• Represented the product owner when needed
• Implemented batch for one-time payment processing
• Developed generator for Liquibase files
• Implemented and maintained regular anonymization of production data
• Supported migration from SLES 12 to SLES 15
• Supported introduction of mutual TLS
• Implemented batch for sending deletion impulses to EDA BE
• Organized script directory structure
• Investigated potential introduction of String-Latin and implemented minimal solution
• Remediated security findings identified by CheckMarx
• Supported PAP recalculations and general change notices
• Converted ERP interfaces from SOAP to REST
• Planned technical and business topics such as register modernization, cash register security, training costs, four-eyes principle

• 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

• Development of search and recruiting strategies for specialists and executives
• Active sourcing and direct candidate outreach

• Software distribution to notebooks via Active Directory and image installation
• Support of iOS and Android devices, including switching from SIM to eSIM via QR code
• Scheduling appointments and setup during employees' initial registration
• Ticket processing via ServiceNow

• Interim management, strategy, organization, and management consulting