Wi-Fi Experts in Munich

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

• Concept & IT implementation of inbound B2C campaigns, BPM process documentation
• Cross-departmental implementation of multiple whitepapers / guides
• Setup of the customer journey with MS Dyn365 / CRM: forms, landing pages, campaigns
• Project controlling, process documentation, testing and training / coaching, analytics reports
• Hands-on implementation & on-time launch of all campaigns for digital new customer acquisition

• As-is assessment of the current network infrastructure and its documentation, including on-site inspections
• Independent planning of new distribution and main distribution rooms in the individual district offices (components used, rack layout, connectivity), considering the BSI IT-Grundschutz and InfoSic requirements
• Planning of new copper and fiber optic cabling, including patch panels
• Coordination with building services engineering (TGA) to ensure compliance with relevant on-site requirements
• Development of detailed execution plans and high-level concepts for the rollout of the new infrastructure
• Additional support after the components go live (hypercare phase)
• Regular communication with project management and client stakeholders

• Responsible for implementing and launching a group-wide transformation program in partner management using Salesforce as the central infrastructure.

• Defined business requirements for partner management, focusing on roles and permissions, and developed a comprehensive roles and permissions concept.

• Organized and facilitated agile workshops (feature blueprinting) with stakeholders, business analysts, and architects to capture and align requirements.

• Planned, coordinated, and approved all relevant requirements for the successful rollout of partner management within the Salesforce platform.

• Prioritized epics, features, user stories, and acceptance criteria to ensure alignment with the strategic objectives of the transformation program.

• Ensured the acceptance of all necessary tests within the Salesforce infrastructure before product release.

• Collaborated extensively with international vendors and partners in agile software development, applying Scrum and Kanban principles for continuous improvement.

• Cisco SDA LAN network
• Transition and transformation

• Initial technical analysis of the requirements for the two applications

• Creating a system concept for the interim solution and for the final solution

• Creating the product vision, customer journey, and story map for the interim solution in close cooperation with subject matter experts

• Building a development team

• Managing dependencies and interfaces with the other applications according to Domain Driven Design principles

• Creating EPICs and user stories, and maintaining the product backlog in coordination with subject matter experts and developers

• Running sprint reviews with relevant stakeholders such as subject matter experts and management

• Analyzing the requirements for the final solution

• The interim solution was built within 8 months and was successfully used for the 2022 heating cost billing

• The interim solution has since been further developed to increase automation

• A technical concept for the final solution was created

• Handover to two internal Product Owners is currently in progress

• Analysis and optimization of the VMware environment for operation in a critical infrastructure environment
• Planning and execution of updates for the VMware and hardware environment in a critical infrastructure environment
• Deployment of Skyline Health Diagnostics
• Review of existing documentation
• Training and onboarding of new internal staff
• Support for migration and upgrade projects
• Preparation for moving scripts in the virtualization environment to GitLab
• Ticket handling with ServiceNow

• Baseline compliance verification against MAS audit findings
• Building technical architecture concept for 30 technologies to build hardening standard artifacts
• Identifying and building automation possibilities for given technologies based on CIS
• Building the standard baseline configuration based on internal security standard
• Responsible for building Cloud Native Application Protection Platform (CNAPP) architecture artifacts based on Azure cloud platform
• Responsible for RFQ and RFP for different CNAPP solutions (Qualys Total Cloud, CrowdStrike, Azure Security Center)
• Supporting compliance verification and validation via automated scripts for a sample population of IT devices and instances
• Responsible for complete vulnerability management lifecycle using Nexpose, remediation, reporting and integration of results with Splunk, HPSM and Tableau
• Audit support for MAS

• Founded and organized a curated networking event connecting startup founders, executives, and tech leaders over lunch.
• Facilitated discussions on emerging technologies, AI, and business innovation, fostering collaboration between the startup and corporate worlds.
• Built a thriving industry community, creating meaningful business opportunities.

• Architected an agentic, real-time offer orchestration engine where specialized agents (retrieval, pricing/optimization, and policy/guardrails) coordinate to personalise promotions across customer touchpoints using RAG with FAISS over Delta Lake and low-latency Databricks Model Serving. Collaborated with product managers and commercial stakeholders to shape the roadmap and evaluate emerging agent patterns for production.

• Designed an agent-based data quality service that orchestrates schema detection, entity normalization, and validator/exception-handling agents to clean multi-retailer SKU feeds at scale. Wrapped model calls in PySpark UDFs for distributed inference, automated via Databricks Workflows and CI/CD.

• Developed a multimodal, agentic extraction pipeline where vision, parsing, and compliance agents collaborate to derive brand, packaging, and volume from scanned images using Claude 3 Sonnet with Swin Transformer encoders. Orchestrated via Azure Event Hub with outputs persisted to Delta Lake.

• Implemented a GS1 taxonomy classification service built around cooperating agents for inference, drift monitoring, and auto-retraining governance using Falcon 180B (LoRA-tuned) with a batch pipeline on Databricks.

• Created a hybrid agent workflow where a retrieval agent surfaces candidate matches via embeddings and a reasoning/verification agent (Mixtral 8x7B) adjudicates receipt-to-SKU alignment, integrated into a streaming Databricks pipeline.

• Built a multimodal attribute inference pipeline structured as cooperating vision-language, rules/consistency, and compliance agents to fill NutriScore, nutrition fields, and packaging types from names and images using LLaMA 3-8B with CLIP embeddings.

• Developed a GenAI-powered orchestration system that ingests recipes from multiple websites, parses ingredients through structured extraction agents, and dynamically links them to real-time retailer offers via tagging, semantic reasoning, and business-rule agents.

• Built a digital unit for a large corporation with 220,000 employees
• Interim manager for various CRM and customer service functions with up to 2,000 employees
• Digitization for cost savings as well as growth
• Numerous trainings on innovation development, product development, presentation techniques
• Speaker on the topic of digitalization
• Market analysis for the home audio-video market
• Responsible for setting up a product management department at a pay-TV company
• Project lead partner for the growth strategy in sales and marketing in Germany during a market structure shift at a leading consumer electronics manufacturer, including launching a partnership with a telecommunications company
• Overall responsibility for the subprojects 'requirements gathering' and 'functional implementation' as part of a 'new IS overall infrastructure' project (billing, CRM, etc.) for a mobile operator. Total project size > €300 million
• Sale of subsidiaries
• Project lead partner for projects in areas such as 'reducing churn in retail customers', 'sales control for business customers', 'ARPU increase for business customers', 'trade show preparation', 'messaging strategy', 'optimizing a no-frills brand', 'regionalization', 'CRM', 'segmentation', 'device launches', 'care 2 sell', etc. at telecommunications companies

• Development of the vehicle communication stack in C using AUTOSAR tools for robust inter-module communication within the ECU
• Design, implementation and validation of functions for the electric powertrain, contributing to improved efficiency and reliability
• Definition and verification of system and software requirements, ensuring traceability and compliance with standards
• Collaboration with development partners in North Africa, coordinating architecture, interfaces and integration milestones
• Extension of the communication stack with enhanced security features, increasing resilience against unauthorized access and data manipulation

• Technical responsibility for the ConMod2.0 (Connectivity Module) product, which will connect future vehicles in the network as nodes with the Internet of Things blockchain.
• Lead technical discussions to define the specifications of various components (antennas, modems, Bluetooth chips, Wi-Fi chips, and microprocessors) with ConMod2.0 component suppliers (Quectel, Qualcomm, Marvell, and STMicroelectronics) and to discuss and plan system design iterations.
• Coordinate with other stakeholders, e.g., electronics system architect, software architect, software PMs, and software developers at Valeo Egypt, to define architecture concepts.