PRTG 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

As a Council Member at GLG (Gerson Lehrman Group), the world’s leading expert network, I provide organizations, investment firms, and consulting companies with expert discussions on demand – wherever specialized knowledge in information security, IT governance, and regulatory compliance is needed.

My assessments are based on many years of practical experience in highly regulated industries: from building and implementing information security management systems (ISMS according to ISO 27001), IT risk and vulnerability management, and business continuity (ISO 22301) to the practical implementation of European regulations such as DORA, NIS2, BAIT, and the Cyber Resilience Act (CRA).

The cooperation is project- and discussion-based. I provide decision-makers with a practical perspective gained from real-world experience on cyber risks, security governance, and operational resilience – exactly when it is needed.

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

• Optimization of the transmission media of the data links in the Ruhr area
• Configuration/expansion of switches and routers for an autonomous system AS
• Improve the network protocols used Layer 2/3 (OSI model), RSTP, broadcast, etc.
• Laying cables, crimping, antennas, routers, switches
• Maintenance, expansion, selection and prioritization of troubleshooting measures for network monitoring (PRTG, The Dude)
• Organization and new connection of another BGP peering, data center, NGN fiber optic
• VPN IPSec site connections for 6 sites with PFSense, Fritzbox
• Configuration of WLAN devices (Mikrotik, UBNT

Label: TCP/IP, VLAN, BGP, OSPF, MPLS, VPLS, routing protocols, WLAN, EoIP, PPPoE, routing, SNMP, DHCP, DNS, NAT, native IP, VLAN, Ethernet, VoIP., switches and routers from: Nortel, Cisco, MikroTik, UBNT., network management systems: The Dude, PRTG, UISP

• Analysis of requirements and the current situation
• Migration of an old domain structure and Tobit to Exchange 2019 with connection to MS365
• Review of implementation options and planning for the protection of sensitive data
• Planning with regard to BSI Grundschutz, BDSG, and DSGVO
• 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 policies (GPO), SIEM, remote work, home office, high availability, failover, VLAN, PRTG

• Designed and implemented Azure Kubernetes Clusters, and managed DNS and Firewall solutions, enhancing network security and reliability.
• Led projects using Agile Scrum methodologies to streamline development cycles and improve project efficiency.
• Fostered and maintained relationships with suppliers to ensure timely project deliverables and resource availability.
• Managed continuous integration and delivery (CI/CD) pipelines using Jenkins, Sonar, GitHub, Bitbucket, and Terraform within the BMW Azure Cloud environment.
• Utilized Fortify SSC and Contrast AST for robust application security testing.
• Directed DevOps engineering initiatives on the SAP Business Technology Platform (BTP), focusing on streamlining development and deployment processes.
• Service Now governance, risk und compliance (GRC&IRM).

• Support of firewalls (Securepoint)
• Operation and maintenance of the client-server infrastructure (Windows)
• Operation and patching of IoT devices in the hazard management system (cameras, Web IOS, IP serial converters)
• Support with the integration of security technology into existing IT infrastructures
• Planning and execution of network segmentation and separation
• Transfer and implementation of solutions to other plants
• Tools used: Wireshark, Network Service Manager, PRTG, Cisco Catalyst, Nexus, HP Service Manager, FNT/Command Manager Console, ServiceNow, Confluence, Active Directory, Wingard, Securepoint FW

• Freelance product owner, scrum master and agile coach in various projects spanning from local agencies to multinational corporations in diverse industries.

• Last projects:

• Adevinta: Technical Project Manager responsible for coordination of several sub-workstreams building the world’s largest classifieds multi-tenant platform.

• Aroundhome (a ProSiebenSat.1 company): Product Manager implementing and verifying on the business side a concept for digital qualification of user requests for matching service providers.

• Peek & Cloppenburg Düsseldorf: Product Manager Mobile advising on and guiding the rebuild of Android and iOS apps.

• Visual Meta GmbH (an Axel Springer company), Berlin: Director Product co-leading the Product & Engineering department together with the Director Engineering.

• Responsibilities at Visual Meta GmbH:

• Define and deliver a 3–5 year horizon product strategy including a product vision & mission connecting to existing company strategy and strategies from adjacent departments.

• Refine an existing OKR process together with OKR master and directors of other departments to increase focus and outcome.

• Support the Director Engineering in creating a platform transformation strategy to transform a monolithic on-premise tech stack into a service-oriented, cloud-based architecture and establish a domain-based organizational setup.

• Accountability for a motivated and talented team of 5 head-level colleagues and 17 operational team members from product management, data and UX/UI design.

• Key achievements at Visual Meta GmbH:

• Defined and delivered a 3–5 year horizon product strategy including a product vision & mission.

• Increased focus within OKR process by moving from 10 company-level objectives to 2 and from several hundred team-level key results to a few dozen.

• Created a career path framework for the product team defining roles and responsibilities from junior to head level positions.

• Stabilized the cross-site workplace/printer rollout and transferred it into reliable operational processes. Ongoing hospital operations, new naming conventions, new print servers in a different AD structure, Kerberos dependencies, management systems and inconsistent inventory data.
• Took over technical workstreams and escalated risks at an early stage. Interface between IT operations, project organization, internal employees and external service providers; independently responsible for critical technical workstreams without formal overall project management.
• Fully consolidated the central master/rollout data. Correlated serial number, MAC, IP, location and old/new device references from several sources and established them as a shared working basis for rollout, follow-up work, location and toner processes.
• Technically stabilized the printer rollout. 717 devices in the consolidated rollout scope, including 431 replacement devices; 114 documented deviations. Controlled, created or validated around 2,000 printer/queue objects.
• Proposed Location B as an independent work package and managed it technically. Consolidated 216 old devices into 88 new devices; implemented this in around 10 working days with 1-2 external technicians. Prepared ClearPass, TXT/mapping and ORBIS offset topics in parallel.
• Made several thousand existing TXT/VBS client assignments suitable for bulk migration. Defined old/new mapping, new print servers, Follow-Me, queue, suffix and tray logic; developed checking/correction logic for incorrect manual names.
• Built and productively verified cross-domain FollowMe. Used the historical username attribute to map between the old and new AD domains; stopped further expansion when data quality was no longer reliable.
• Developed the technical approach for hardware/queue reconciliation. Correlated standard lists, print server objects and real devices using IP/SNMP; defined rules for MAC, serial number, IP, location, toner, trays, keep/remove/rename, duplicates and rollback.
• Built AI-assisted automation under time pressure. Developed and stabilized PowerShell/XML tools with independently developed process, data and validation logic, test cases, logging, DryRun/guardrail approaches, error analysis and live validation.
• Designed an HTTP/web platform as a target architecture that was not introduced into production. Technically designed ASP.NET Core 8, .NET Worker, SQLite and PowerShell 5.1 for job control, target/actual comparison, logging/audit, recovery, queueing and locking.
• Operationalized toner, location and operational processes. Consolidated TA-Cockpit location data; established toner/order logic with prioritized run lists; supported Follow-Me, duplex and Scan2Mail pilots.
• Worked out the KRITIS/emergency topic in detail. Structured and visualized printer operations during power/infrastructure failures, coordinated internally and supported the integration into the emergency concept.
• Coordinated the workplace/IGEL client rollout with 1.200+ thin clients from a technical and operational perspective. Prepared the project from 11/2025 and continued it from mid-09/2026. Technically reviewed and structured the process from unpacking and labeling/inventory to setup; handed over operational unpacking/label coordination to a colleague so several employees could work in parallel.
• Personally prepared around 120 thin clients for production. Together with a technical colleague, primarily responsible for finding a solution for automated IGEL-OS-12 installation; productive automation is currently still open.
• Saved around 83 hours of manual ClearPass data entry. Created a PowerShell/import script for ClearPass and demonstrably saved the network colleague around 83 hours of manual entry for 1.200 thin clients; at the same time, significantly reduced the risk of manual errors.
• Supplied formal project management with technical results. Operational results, technical feasibility, process structure and status from the responsible workstreams serve as an important basis for steering by the official project manager.
• Documentation & handover. Documented rollout, AQrate, TA-Cockpit and automation processes, conducted training and tested, configured and prepared around 25 digital medical carts for operation.

• Installation, planning, maintenance and further development of the server farm in the area of hardware and software
• Migration of live systems with minimized downtime
• Processing tickets and changes in daily business
• Documentation of changes and processes in Confluence
• Test runs in the development environment
• Configuration and administration of Linux systems
• Configuration and administration of backup systems (Dell Networker, DataDomain)
• Administration of the Checkpoint firewall

• 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

• Linux server migrations: planning and execution of the migration with SLES Linux deployment of VMs in VMware 8.0
• Guiding colleagues on configuring Linux VMs with vSphere Auto Deploy
• Application operations: ensuring smooth operation of applications on migrated servers
• Operations manuals: revising existing manuals, updating and creating new ones as needed
• Reviewing service offers: adjusting and optimizing service offerings of external providers
• Logistics software, Red Hat Linux, Ansible, Confluence / Jira

• Lead PR strategy for EMEA, enhancing brand presence and media engagement
• Develop and execute comprehensive PR campaigns, increasing visibility across key markets
• Coordinate with cross-functional teams to align PR activities with business objectives
• Increased media coverage in EMEA by 35% through targeted PR campaigns
• Achieved a 50% increase in brand mentions across key markets
• Coordinated cross-functional teams to deliver a 40% improvement in PR activity in alignment with business objectives.

• Provided expert level consulting for lifecycle, upgrades and refresh activities
• Used Remedy for effort recording and billing to customers
• Used ServiceNow for service management and workflow
• Used Jira for project management with agile/Scrum methods
• Used Confluence for documentation
• Worked with customer-specific software tools
• Worked with customer-provided and secured hardware suitable for IT security operations infrastructure setup for customers
• Built firewall rule sets and handed over to service owner and delivery teams
• Environment: Cisco ASA, Cisco Firepower, CSM, Cisco AnyConnect, Cisco ISE, Check Point VSX and gateways