Ticketing System Experts in Germany

• Agile Transformation – introducing agile principles and transforming traditional IT departments into Scrum and Kanban teams

• IT Operating Model – redesigning the IT organization and introducing modern delivery structures and roles

• Flight Levels – implementing Flight Levels to align strategy, coordination and operational execution

• Leadership & Coaching – recruiting Agile Coaches and coaching Scrum Masters and IT leaders

• ERP Operations – acting as Interim Product Owner for the existing ERP landscape and ensuring business continuity

• ERP Transformation – supporting the migration from Microsoft Dynamics NAV to Microsoft Dynamics 365 Business Central as a Project Manager

• Operational Core (ERP) – establishing dedicated teams for ERP Support, Feature Development, and ERP Migration

• Modern Workplace – initiating the transition towards a Microsoft 365-based cloud workplace environment

• ConnectHub – establishing a dedicated team to drive integration and connectivity initiatives

• Warehouse Operations – building a cross-functional team to support logistics and warehouse-related capabilities

• Maintenance & Operations (M&O) – introducing a dedicated team focused on stable operations and continuous improvement

• AI Initiatives – identifying and promoting practical Artificial Intelligence use cases across the IT department

• As Interim Chief Digital Officer (CDO) for a leading industrial supplier with a strong e-commerce focus (often described as 'the Amazon for industrial goods') responsible for leading the digital and organizational transformation while reporting directly to executive leadership.

• Introduced agile principles and ways of working across the organization and transformed the traditionally structured IT department into cross-functional Scrum and Kanban teams focused on transparency, collaboration, and customer value delivery.

• Redesigned the entire IT organization by establishing a modern operating model, introducing new roles such as Product Owner, Scrum Master and Solution Architect and strengthening the organization through strategic hiring and targeted capability development.

• Recruited and onboarded Agile Coaches to accelerate the transformation and personally managed and coached Scrum Masters as well as IT department leaders to foster servant leadership, self-management and a culture of continuous improvement.

• Implemented Flight Levels practices based on Klaus Leopold to align strategic objectives, cross-functional coordination and operational execution across the organization.

• Introduced a ticketing system to increase transparency and enable data-driven decision-making, flow-based work management, and greater accountability at all levels.

• Established and supported multiple cross-functional teams, including the Operational Core (ERP) domain with dedicated streams for Support, Feature Development and ERP Migration, as well as teams responsible for Warehouse Operations, Maintenance & Operations (M&O), Modern Workspace and ConnectHub.

• Acted as Interim Product Owner for the operation and enhancement of the existing ERP landscape while supporting the migration from Microsoft Dynamics NAV to Microsoft Dynamics 365 Business Central as a Project Manager.

• Collaborated with the selected implementation partner to design and establish the project organization and target operating model for the ERP transformation, introducing agile delivery structures and ways of working.

• Facilitated the alignment between business, IT and the external vendor and played a key role in negotiating the contractual framework and delivery model to ensure a sustainable foundation for the transformation program.

• Initiated the strategic modernization of the workplace environment through the adoption of Microsoft 365 cloud capabilities, establishing the foundation for enhanced collaboration, scalability and future digital services.

• Launched AI initiatives to identify practical business use cases and promote the responsible adoption of Artificial Intelligence across the IT department.

• Encouraged self-management and empowered teams to take ownership of decisions, delivery and continuous improvement.

Project language: German

• 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

• Project management for customer projects
• Requirements analysis
• Product Owner

I continuously expand my expertise in AI and automation. I work with ChatGPT, OpenAI, Manus, Gemini, MS CoPilot, APIs, LangChain, Hugging Face, Manus, TensorFlow, and Auto-GPT, as well as Python-based ML frameworks and MLOps tools, to intelligently transform traditional software development, analysis, and testing processes.

• Agile Transformation Coach within an SAP-driven End-to-End Lead-to-Cash program, supporting leadership and management teams in implementing and evolving the Sherpa Way of Working, strengthening Agile practices, role definitions and responsibility clarity (RACI), and delivery effectiveness
• Member of the leadership core team for the Way of Working, shaping and evolving agile operating models, challenging existing practices, and driving pragmatic, system-level improvements
• Conceptualized a Polarion-based Scrum Master dashboard as a single, role-based entry point for sprint status, dependencies, risks, and governance artefacts, reducing reporting overhead and improving transparency
• Provided targeted 1:1 coaching to the Master Scrum Master and Scrum Masters, strengthening leadership capability, role effectiveness, and support for team-specific challenges, including the redesign of Scrum Master syncs and collaboration formats
• Worked with teams and leadership on End-to-End Lead-to-Cash process analysis and documentation in SAP Signavio, supporting alignment, transparency, and a shared understanding of process expectations across teams

• Redesign of legal operations: standardised workflows reducing routine effort by up to 80%, with source citation, hallucination check as quality gate, role model, logging and audit trail.
• Compliance-by-design operating model (EU AI Act readiness, GDPR, eIDAS) with documented, releasable process steps.
• Roadmap, sprint planning and release management for an agentic RAG platform with counsel-in-the-loop approval, audit trail and German hosting.
• EU AI Act readiness, GDPR and eIDAS requirements managed as first-class project deliverables; go-to-market for two customer verticals.

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 project manager for the Odoo implementation at a small company, I was responsible for designing, implementing, and training a fully integrated CRM and accounting system. Through structured requirements analysis, precise data migration, and targeted change management, I was able to complete the rollout in just eight weeks. The project led to a significant reduction in manual tasks, faster business processes, and increased real-time transparency.

Main Responsibilities

Requirements analysis and process mapping Configuration of Odoo modules: CRM, Sales, and Accounting Data migration (Excel/CSV → Odoo) and quality control Creation of workflows, automated email rules, and dashboards Conducting training sessions and providing support after go-live Project coordination (budget, schedule, stakeholder communication)

Key Achievements

Full implementation of the Odoo suite within the set timeframe (8 weeks) 30% reduction in accounting time and 25% acceleration of the lead-to-sale flow 100% customer satisfaction after go-live, based on survey results Successful migration of 100% of existing master data without data loss Establishment of a sustainable support infrastructure (3-month post go-live support)

Impact

Improved decision-making through real-time dashboards and automated reports Increased efficiency and cost savings (≈ €8,000/month) Scalability for future growth (additional modules can be integrated seamlessly) Strengthened sales and finance departments through seamless process integration

This summary highlights how I created concrete and measurable value for the company through structured project work, technical expertise, and targeted training.

Task:

• Design and build a proof of concept (PoC) for a future-proof virtualization platform, taking secure system architectures into account
• Assess the current state of existing infrastructures and develop selection and evaluation criteria for the right OS virtualization platform
• Carry out the requirements analysis and then create and prioritize tickets in the ticket system
• Complete and continuously update a tool evaluation matrix based on PoC results
• Support team knowledge building through clear documentation of the approach and results in Confluence
• Enterprise analysis of existing hardware (creating different BoMs)

Technologies: Vmware, Vmware Aria Operations, Osism, Canonical OpenStack, FishOs, Linux, Terraform, Ansible, Confluence, Alma

Development and evolutionary further development of a highly available, cloud-native microservice and integration architecture for dealer and retail processes in the Porsche Car Configurator.

Responsibilities

• Development of Java-/Kotlin-based backend, API, and integration components (Spring Boot)
• Integration of internal and external systems via REST/OpenAPI, GraphQL, Apache Kafka, and AWS SQS (synchronous and asynchronous)
• Implementation of stable, high-performance communication and data flows in a cloud-native platform architecture
• Processing of structured data formats (JSON, Protobuf, GraphQL schemas) based on existing API patterns
• Performance optimization of distributed microservices with reduced response times and higher operational stability
• Technical tests (unit, integration, and API tests) as well as error analysis in production-like environments
• AWS Infrastructure as Code with Terraform and AWS CDK
• CI/CD automation (build, test, and deployment pipelines) with GitHub Actions
• AI-supported feature implementation (GitHub Copilot Agent)

Label: Kotlin, Java 25, Spring Boot 4, Protobuf, TypeScript, AWS, Terraform, CDK, Apache Kafka, AWS SQS, REST/OpenAPI, GraphQL, JSON, PostgreSQL, Docker, GitHub Actions, Maven, Gradle, JUnit, Mockito, Testcontainers

• Conceptual design and implementation of modular AI assistants for sales and business processes in the Microsoft ecosystem (Agentic AI, Copilot extensions)
• Frontend architecture and development with React + TypeScript for embedded chat and assistant surfaces (streaming UI, hooks, React Query, OpenAPI clients)
• Enterprise-level agent development: reusable skill/agent library, MCP server, review and compliance gates
• LLM integration into the user experience: Anthropic (Claude), OpenAI, tool use, RAG pipelines, prompt engineering, guardrails
• Architecture and code review consulting as well as mentoring in the AI development team
• Integration with Microsoft Graph, Power Platform, and Azure services
• Technologies: React, TypeScript, Anthropic Claude, OpenAI, MCP, RAG, Microsoft Graph, Power Platform, Azure

• Optimization of business results and expansion of sales activities
• Responsible for personnel organization
• Introduction of a document management system (DMS)
• Introduction and optimization of the ERP, CMS and CRM landscape
• Introduction of digital signatures
• Increase in revenue, reduction in costs and increase in EBIT

• Administration and further development of the M365 environment including Teams, Exchange Online, Intune and SharePoint Online
• Development of dashboards for performance monitoring using 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 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

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