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Alagi M.

Project Manager & IT Security Architect Logging & Monitoring for QRadar & Splunk, ISO 27001

Dreieich, Germany

Experience

Apr 2024 - Sep 2024
6 months

Project Manager & IT Security Architect Logging & Monitoring for QRadar & Splunk, ISO 27001

BWI

  • Responsible for seamless integration of systems into the central log management environment while strictly following defined processes and standards.
  • Point of contact for all questions regarding QRadar, NXLog, and Splunk products, including providing technical details and solution proposals.
  • Initiated and coordinated the planned exchange of QRadar hardware appliances to ensure optimal system performance.
  • Conducted regular performance and capacity analyses on NXLog, QRadar, and other relevant systems to identify bottlenecks and implement optimization measures.
  • Expert installation and configuration of QRadar hardware and software appliances according to current operating manuals and best practices.
  • Responsible for planning, conducting, and documenting Scrum meetings to ensure efficient project execution.
  • Created comprehensive technical documentation, analyses, and concepts based on applicable architecture guidelines and operating manuals.
  • Prepared for ISO 27001 audit.
  • Automation: Developed and implemented automated processes to increase efficiency and reduce manual tasks.
  • Troubleshooting: Analyzed and resolved incidents in the log management environment.
  • Training: Shared knowledge with colleagues and conducted training sessions on the deployed technologies.
  • SOC IT planning: Designed and coordinated all IT-related aspects of the project, such as test plans, security measures, and technical infrastructure.
  • Interface management: Ensured smooth collaboration between various project teams and external service providers.
  • Change management: Planned and carried out organizational changes related to the project.
Mar 2024 - Sep 2024
7 months

Service Owner / Service Delivery Manager

Arvato

  • Designed and oversaw the Microsoft Intune environment to meet agreed Service Level Agreements (SLAs).
  • Proactively identified and implemented measures for continuous improvement of Intune-based services and enhanced security.
  • Collaborated closely with internal and external stakeholders to ensure smooth provisioning and management of devices and applications.
  • Defined and implemented security policies and configurations in Microsoft Intune.
  • Monitored and optimized the Intune infrastructure to ensure high availability and performance.
  • Conducted risk assessments for changes in the Intune environment and derived appropriate actions.
  • Created detailed reports to analyze Intune usage and identify optimization opportunities.
  • Regularly coordinated with clients on the current state of the Intune environment and SLA compliance.
  • Managed escalations for incidents and initiated measures for quick resolution.
  • Trained and supported users in Microsoft Intune usage.
  • Automated routine tasks in Intune to increase efficiency.
  • Integrated Intune with other Microsoft 365 services.
  • Migrated existing MDM solutions to Intune.
  • Proactive protection: Identified and quickly addressed security gaps in our complex IT infrastructure.
  • Global responsibility: Ensured the currency and security of all clients worldwide through efficient patch management.
  • Rapid response: Professionally assessed, processed, and documented security incidents.
  • Transparent communication: Created detailed security reports offering a comprehensive overview of the security situation.
  • Direct support: Provided individual advice and assistance to users on security-related questions and issues.
  • Continuous improvement: Actively shaped our security measures using the latest tools and technologies.
Jul 2023 - Mar 2024
9 months

Microsoft Architect

Mercedes Benz

  • Identity and Access Management (IAM): Established regular exchanges with the IAM team.
  • Developed a shared vision and strategy for IAM solutions.
  • Collaborated on IAM project implementations.
  • Supported the IAM team in enhancing IAM solutions.
  • AAD and M365 (Security & Compliance): Created project plans and budgets.
  • Coordinated resources and schedules.
  • Led and motivated project teams.
  • Communicated and aligned with stakeholders.
  • Developed and implemented change management plans.
  • Managed devices and users in Microsoft Intune.
  • Implemented security policies and settings.
  • Supported users in Microsoft Intune usage.
  • Developed concepts and roadmaps for device management.
  • Advised users and executives on the benefits of mobile work.
  • CrowdStrike License Management: Allocated licenses.
  • Participated in industry conferences and workshops.
  • Kept up with current technical literature.
  • Supported development and implementation of IT security policies.
  • Advised executives on IT security topics.
  • Identified security gaps in IAM solutions.
  • Recommended measures to close security gaps.
  • Helped implement security measures in IAM solutions.
  • Implemented a new identity management solution in Azure.
  • Implemented a new security solution in Azure.
  • Advised executives on advantages of Azure security features.
Apr 2023 - Oct 2023
7 months

Service and MS Client Manager Matrix42

Samson AG

  • Coordinated, designed, and supported the setup of the MS client environment.
  • Administered the Matrix42 environment.
  • Deployed software via assignment and configuration groups in Matrix42.
  • Created, configured, and troubleshooted Matrix42 workflows.
  • Designed workflows in Matrix42.
  • Handled interface communication between users and various departments.
  • Managed time effectively.
  • Developed SAP interfaces using SAP ABAP and Python.
  • Acted as expert for client management and patch management services in Matrix42.
  • Optimized design and implementation of service and client management processes with Matrix42.
  • Worked with SAP CO/PS.
  • Managed SentinelOne licenses.
  • Ordered licenses as needed.
  • Documented and reported in Matrix42.
  • Provided regular updates and prepared decision documents for stakeholders.
  • Developed and implemented service and client management strategies.
  • Ensured effective patch management in Matrix42.
  • Planned and designed using Matrix42.
  • Managed and optimized O365 and MS Azure environments.
  • Implemented single sign-on for mobile devices and PCs.
  • Identified and resolved Active Directory issues on Windows Server.
  • Ensured smooth integration of O365 and MS Azure services.
Mar 2023 - Nov 2023
9 months
Germany

Rollout Manager & Product Owner Development Support for Online Services: Disability ID, Death Notice

IT. Niedersachsen

  • Developed concepts for new IT applications in healthcare.
  • Served as Product Owner for the deployment team.
  • Managed requirements.
  • Classified requirements.
  • Managed stakeholders.
  • Planned and executed releases.
  • Conducted tests and evaluations of developed solutions.
  • Led system demos.
  • Identified requirements through close collaboration with departments.
  • Assessed requirements for priority and feasibility.
  • Acted as expert for client management and patch management services.
  • Guided development process of IT applications.
  • Created requirement documents based on functional needs.
  • Developed test scenarios and conducted tests.
  • Identified and fixed errors and vulnerabilities.
  • Planned and executed rollout of new online healthcare services.
  • Ensured smooth launch in cooperation with departments.
  • Managed procurement, integration, and use of MacBooks.
  • Regularly aligned with experts to capture and refine requirements.
  • Communicated with actors for digital services in healthcare.
  • Collaborated with software vendors for integration and interoperability.
  • Identified optimization potential in IT tools used.
  • Analyzed to improve IT solutions for customer satisfaction.
  • Updated and maintained backlogs for ongoing projects.
  • Ensured task priorities matched strategic goals.
  • Reported regularly to project management on progress and created new concepts for IT applications in healthcare.
  • Documented and evaluated requirements from departments.
  • Held meetings with experts to gather requirements.
  • Actively supported development process for planned IT applications.
  • Created detailed requirement documents based on functional criteria.
  • Developed comprehensive test scenarios to ensure application quality.
  • Planned, coordinated, and monitored rollout of developed online services.
  • Ensured smooth adoption and user acceptance.
  • Developed automation scripts and configurations for infrastructure and application provisioning and management.
  • Conducted analyses to identify optimization opportunities in IT tools.
  • Implemented improvements to boost application efficiency and performance.
  • Worked continuously with departments to ensure IT solutions met customer needs.
  • Integrated customer-centered improvement suggestions into development.
  • Coordinated projects with digital service actors in healthcare.
  • Maintained backlogs for ongoing projects.
  • Monitored and adjusted priorities to meet strategic goals.
  • Reported regularly to project management on project progress, resource needs, and risks.
Nov 2022 - Mar 2023
5 months

Project Manager in Linux Client Area

DEVK

  • Coordinated and monitored tasks and needed resources.
  • Ensured information flow between departments.
  • Managed time effectively.
  • Served as the expert for client management and patch management services.
  • Optimized design and implementation of service and client management processes.
  • Handled project and risk management.
  • Prepared decision documents for stakeholders.
  • Built an additional Linux-based infrastructure for administrative purposes.
  • Expanded, maintained, and troubleshooted existing ERP application.
  • Conducted planning and design.
  • Managed procurement, integration, and use of MacBooks.
  • Integrated systems into a client management system (Intune), MS Defender, and Azure AD.
  • Introduced single sign-on for mobile devices and PCs.
  • Migrated Active Directory to MS Intune.
  • Managed mobile devices with MS Intune and MobileIron.
  • Managed servers and services with Ansible.
  • Handled identity and permissions with Microsoft Identity Manager.
  • Managed access control.
Jun 2022 - Dec 2023
1 year 7 months

Technical Application Manager & Portfolio Manager

RWE

  • Analyzed and resolved user issues at 3rd level and, if needed, 2nd level.
  • Supported, expanded, analyzed, documented, and maintained standard and in-house solutions.
  • Coordinated and executed release updates and patch installations, technical software installations, and configurations.
  • Worked on Industry 4.0 projects.
  • Managed licenses.
  • Configured license servers.
  • Worked with SAP IS-U.
  • Acted as expert for client management and patch management services.
  • Developed and tested Windows Server releases.
  • Implemented updates and patches for Windows Server OS.
  • Conducted thorough tests to ensure new server releases were stable and error-free.
  • Optimized service and client management process design and implementation.
  • Documented and reported.
  • Created IT security concepts.
  • Automated with PowerShell: coding, updates, and patches.
  • Advised on BSI compliance and data protection audits.
  • Handled CDE/BIM tools (AchivCHAD, AutoDesk, iTWO Civil, Leica Infinity).
  • Worked on IoT.
  • Managed SAP PM, SAP TREX, SAP CO/PS.
  • Developed SAP interfaces using C and JS.
  • Created BSI security concepts and guidelines.
  • Collaborated closely with departments and IT project teams.
  • Worked with CrowdStrike.
  • Coordinated internal and external service providers.
  • Managed server and service configurations via Ansible.
  • Has five years of experience in information security and data protection.
  • Knows how to establish an information security management system.
  • Managed stakeholders.
  • Used ServiceNow ITBM, ITSM, TNI, ITAM, ITOM, TSM.
  • Administered LeanIX infrastructure and interfaces to databases and ServiceNow.
  • Maintained application portfolios and roadmaps in the project portfolio management system.
  • Analyzed existing portfolio management processes and improved IT portfolios.
  • Planned and controlled IT application portfolios.
  • Used Uffective portfolio management tool.
  • Applied Java and Linux knowledge for app troubleshooting, testing, security checks, migration, and end-to-end adjustments.
  • Migrated mobile device management from MobileIron to MS Intune.
  • Handled identity management with Microsoft Identity Manager and access control.
  • Provided self-service portals.
  • Monitored identity activities and reporting.
  • Created permission and compliance reports.
Jun 2022 - Oct 2022
5 months

Project Coordinator MuleSoft & Portfolio Manager

TÜV

  • Managed and documented the MuleSoft project using Azure DevOps.
  • Oversaw service providers for design and implementation.
  • Requested effort estimates and quotes from service providers.
  • Performed system administration in a DevOps environment.
  • Created features, stories, and tasks in Azure DevOps.
  • Coordinated deployments on the QA system.
  • Controlled deliveries regarding timeline and scope.
  • Supported setup of MS client environment.
  • Handled interface communication between users and departments.
  • Aligned requirements with departments and providers.
  • Developed new migration processes and related IT tools.
  • Managed project and risk management.
  • Planned and executed SAFe projects.
  • Adjusted MS Dynamics API interface.
  • Ensured ERP solution operation.
  • Organized status, weekly, and daily meetings with departments and providers.
  • Supported procurement processes for requirements.
  • Analyzed and maintained existing software, interfaces, and project portfolios.
  • Administered LeanIX infrastructure and application/database interfaces.
  • Worked solution-oriented and managed stakeholders.
  • Provided S/4HANA support and database maintenance.
  • Prepared and ran MuleSoft project planning boards for all departments.
  • Reported project status internally.
  • Discussed internal MuleSoft process adjustments and improvements.
Apr 2022 - Sep 2022
6 months

Project Manager DAP & VDI & Aternity Rollout

UNIQA

  • Administered Azure AD.
  • Managed, troubleshooted, and supported Office 365.
  • Acted as expert for client management and patch management services.
  • Optimized service and client management processes.
  • Automated processes using PowerShell scripts.
  • Improved existing PowerShell scripts for better efficiency and performance.
  • Built and coordinated a technical operations team.
  • Created IT security concepts.
  • Migrated Active Directory to MS Intune.
  • Advised on BSI compliance and data protection audits.
  • Developed IT security policies and guidelines.
  • Created communication and risk assessment plans and analyzed stakeholders.
  • Tested in ERP system (Dynamics AX).
  • Advanced CRM applications and their interfaces safely.
  • Defined and designed processes.
  • Drafted a Service Level Agreement.
  • Generated management reports with common presentation techniques.
  • Planned and led projects.
  • Gathered and compiled results.
  • Configured and assembled servers.
  • Worked with Oracle databases.
  • Managed MS Intune and certificate handling for Android, iOS, macOS, Windows.
  • Planned tests and proofs of concept.
  • Handled budgeting and resource planning.
  • Managed Intune certificate and endpoint management.
  • Designed a central certificate and access management for mobile devices via Intune.
  • Developed an MDM concept under a bring-your-own-device policy.
  • Migrated MDM from MobileIron to MS Intune.
  • Implemented Cisco Duo Zero Trust on mobile devices.
  • Provided self-service portals with Microsoft Identity Manager.
  • Synchronized and provisioned identities.
  • Monitored identity activities and reporting.
  • Created permission and compliance reports.
  • Enforced unified identity policies.
Mar 2022 - Jun 2022
4 months

SAP Enterprise Cloud Services PMO Change Manager

SAP

  • Collaborated with ServiceNow SMEs to align and create training materials.
  • Worked with ServiceNow stakeholders to clarify requirements for communication and training.
  • Managed incidents, requests, and problems, including VMs, servers, storage, and databases in ServiceNow.
  • Handled ITOM: server and device management in ServiceNow.
  • Managed network infrastructure in ServiceNow.
  • Created concepts and learning maps for various roles.
  • Worked on IoT.
  • Handled license procurement and assignment.
  • Responsible for MS Dynamics 365 FO/SCM.
  • Developed and consolidated content (slides, videos, knowledge bases).
  • Worked with SAP CO/PS, TREX, Fiori.
  • Developed SAP interfaces using ABAP and C#.
  • Prepared communication materials and led knowledge transfer sessions.
  • Monitored progress and change management effectiveness.
  • Created presentations.
  • Reported progress on ServiceNow change management project.
  • Aligned with central change management team for unified processes.
  • Worked on Industry 4.0.
  • Served as ServiceNow S4/HANA administrator.
  • Managed SAP catalog, PM, ATLAS, and change management.
  • Administered SAP Enterprise Cloud Services ServiceNow CSM and SPM modules.
Oct 2021 - Jan 2022
4 months

IT Consultant in Change Management

GBS

  • Advised clients on email management, mailing security, and O365.
  • Designed and introduced in-house software solution (iQ.Suite) for clients.
  • Used Matrix42 ticket system.
  • Classified incidents and service requests, forwarding to relevant teams.
  • Developed automation scripts and configurations for infrastructure and applications using Terraform.
  • Managed server and service configurations with Terraform.
  • Worked on IoT.
  • Developed SAP interfaces using C# and C.
  • Used Matrix42 asset management.
  • Conducted asset inventory and classification.
  • Used Matrix42 Empirum for software distribution and group management.
  • Created OS configurations and managed driver updates in Empirum.
  • Managed Matrix42 patch groups for OS and third-party patches and defined test groups/processes.
  • Handled incident, request, and problem management via ServiceNow.
  • Supported and evolved the SaaS security offering in Microsoft Azure.
  • Worked on Exchange and HCL Domino analysis and migration.
  • Administered Unix servers.
  • Used GitHub for developer scripts.
  • Worked with SAP Fiori, IS-U, S/4HANA troubleshooting, PM, TREX.
  • Communicated with IT on MS Dynamics 365 developments.
  • Provided first-level ERP support.
  • Managed infrastructure and integrated services (MDM, endpoint protection, Teams).
  • Conducted workshops and training for client technical contacts.
  • Deployed via Kubernetes & Helm.
  • Supported sales in pre-sales phase.
  • Continued knowledge and service offering development.
  • Organized and led workshops.
  • Managed databases.
  • Monitored servers and VMs.
  • Configured and managed MDM with MobileIron.
Apr 2021 - Mar 2022
1 year

Project Manager IT Security & Modern Workspace & Portfolio Manager

1&1 Versatel COM-SYS

  • Analyzed and gathered business requirements (user, organization, and functional) for new IT system development.
  • Modeled and analyzed IT project portfolio management processes.
  • Maintained portfolio and developed optimization solutions.
  • Implemented and structured portfolio processes.
  • Worked with Rapid7, SentinelOne, CrowdStrike.
  • Developed and tested Windows Server releases.
  • Implemented updates and patches for Windows Server OS.
  • Managed large IT project portfolios.
  • Used Matrix42 Empirum for software distribution and group management.
  • Defined OS configurations and managed drivers in Empirum.
  • Managed Matrix42 patch management and test processes.
  • Five years’ experience in information security and data protection.
  • Established an information security management system.
  • Created IT security concepts.
  • Organized project meetings.
  • Worked on IoT.
  • Advised on BSI compliance and data protection audits.
  • Developed IT security policies and guidelines.
  • Defined user stories, acceptance criteria, and use cases.
  • Created communication and risk assessment plans and analyzed stakeholders.
  • Led sub-projects.
  • Developed system and support architecture, feasibility studies, and interface descriptions.
  • Managed SSL certificate issuance and support, administered IBM QRadar SIEM upgrades and maintenance.
  • Integrated solutions into IT landscape.
  • Deployed web applications via Docker and Ansible.
  • Troubleshooted MySQL issues.
  • Implemented use cases.
  • Generated monthly reports in QRadar and Securetrack.
  • Divided work packages.
  • Implemented tour planning in MS Dynamics 365.
  • Configured Cisco Meraki and ASA solutions and wrote system specifications.
  • Planned and executed quality assurance measures.
  • Administered and operated Splunk SIEM, vulnerability scanners, IDS/IPS, firewalls, antivirus, network sensors, and endpoint security.
  • Analyzed and resolved incidents and errors.
  • Advised clients on architecture, rules, lifecycle, migration, and upgrades including project organization.
  • Designed, advised, and managed network security projects.
  • Created and managed SIEM use cases and content based on client needs.
  • Developed scripts, parsing rules, and queries.
  • Built SD-WAN networks with WAN prioritization and config links.
  • Configured and commissioned Fortinet and Lancom firewalls.
  • Administered MS Teams.
  • Worked with SAP CO/PS.
  • Used ServiceNow modules: CSM, TNI, ITSM, OMT, ITAM, ITOM.
  • Provided Microsoft Office solutions consulting.
  • Planned and executed end-to-end implementations and transitioned to client service delivery.
  • Supported Microsoft 365 administration and management.
  • Managed mobile devices with Microsoft Intune and Cisco Duo 2FA.
Jan 2021 - Apr 2021
4 months

Common Data Environment CDE/BIM Admin and Assistant for Operations Management

DB Netz

  • Designed and improved operations management processes (incident/problem management, user management, requirements management).
  • Managed user accounts (create/change/block).
  • Configured project data spaces per DB Systel standards.
  • Handled incident management per ITIL with operational process responsibility.
  • Worked on Industry 4.0.
  • Adjusted cross-functional master data.
  • Supported setup of MS client environment.
  • Managed interface communication between users and departments.
  • Acted as expert for client management and patch management services.
  • Optimized service and client management processes.
  • Documented and reported.
  • Managed incident support (1st and 2nd level logging, analysis, 3rd level monitoring).
  • Monitored interfaces and errors.
  • Analyzed IT system requirements.
  • Designed and communicated workarounds.
  • Helped Scrum team understand and apply agile values and framework.
  • Managed databases.
  • Administered MS Teams and SharePoint.
  • Documented operations management.
  • Created project plans and structure.
  • Identified project risks and closed projects.
  • Applied Scrum Master and agile methods.
Aug 2020 - Jan 2021
6 months

SCCM Administrator

European Central Bank

  • Assisted in Windows 10 device rollout.
  • Deployed software to endpoints.
  • Created and maintained documentation.
  • Served as contact for 30+ local incident managers and suggested process optimizations.
  • Monitored project performance and image quality.
  • Supported Bloomberg Anywhere (web) and Terminal.
  • Imaged laptops and desktops.
  • Provided hardware and software support.
  • Conducted fault analysis and solutions.
  • Created architecture docs and partial concepts for prevention, detection, response, risk, and threat analyses.
  • Installed hardware and software components.
  • Performed remote backups and data protection.
  • Recycled unused software.
  • Replaced desktop graphics cards.
  • Set up and dismantled workstations.
  • Loaded new devices with software and OS.
  • Collected logs.
  • Scheduled hardware returns bilingually.
  • Coordinated team and partly led project manager tasks (Fox Kilo & Quality Assurance).
  • Analyzed IT system requirements.
  • Used ServiceNow for tickets, project & change management.
  • Attended Scrum meetings.
  • Administered Jira and LeanIX.
  • Upgraded Jira and Confluence.
  • Produced system documentation and reports.
  • Managed workspaces (ReadyWorks).
  • Mapped scheduling processes.
  • Administered SCCM and AD.
  • Trained staff.
  • Handled escalations.
  • Created SIEM use cases and content.
  • Wrote scripts, parsing rules, and queries.
  • Carried out threat hunting.
  • Patched switches at workstations.
  • Refurbished old hardware.
  • Performed backups with USMT.
  • Streamlined processes with PowerShell scripts.
  • Managed certificates and endpoints via Intune.
  • Handled identity management and access with MIM.
  • Provided self-service portals.
  • Monitored identity activities and reporting.
  • Produced reports on permissions and compliance.
Dec 2019 - Apr 2020
5 months

Project Manager PMO, Change Management

Ärzte & Apotheker Bank

  • Created nationwide project route plans.
  • Analyzed and designed business processes.
  • Coordinated logistics and material provisioning.
  • Managed SCCM endpoint.
  • Developed communication and risk plans and analyzed stakeholders.
  • Administered Jira.
  • Analyzed and documented processes.
  • Managed projects with Jira and MS Project.
  • Handled risk management.
  • Administered, configured, and supported Atlassian Confluence and Jira.
  • Planned ServiceNow projects and change management.
  • Arranged vehicles.
  • Logged client errors.
  • Coordinated technical and HR providers.
  • Conducted incident audits and managed escalations.
  • Performed inventory.
  • Organized and ran workshops.
  • Implemented MS Dynamics 365.
  • Planned resources and budgets.
  • Led a team of 25 technicians.
  • Created project plans and structure.
  • Identified risks and closed projects.
  • Applied Scrum Master and agile methods.
Jul 2019 - Mar 2020
9 months

Incident Manager & Administrator

European Central Bank

  • Provided IT support for hardware/software issues.
  • Supported Bloomberg Anywhere (web) and Terminal.
  • Acted as contact for rollout technicians.
  • Coordinated rollout technicians.
  • Managed ServiceNow tickets, cases, and assets.
  • Used SCCM.
  • Handled ITSM incident, request, and problem management in ServiceNow.
  • Advised on architecture choices using ServiceNow standard modules.
  • Evaluated requirements for cloud ServiceNow standard modules.
  • Managed cross-departmental incident process for all applications.
  • Developed Atlassian plugins and macros.
  • Used Jira.
  • Monitored project performance.
  • Upgraded Jira and Confluence.
  • Installed, configured, integrated, optimized, and troubleshooted complex apps and infrastructure.
  • Administered OneDrive for Business, MS Teams, and SharePoint.
  • Configured and managed.
  • Supported MS client environment setup.
  • Managed interface communication.
  • Acted as expert for client and patch management.
  • Remotely resolved issues.
  • Provided phone support to subsidiaries.
  • Managed Intune certificates and enrollment.
  • Administered users, devices, and Apple management.
  • Handled endpoint management.
  • Configured systems and networks.
  • Managed web proxy.
  • Managed databases.
  • Handled ticket processing.
  • Maintained Active Directory infrastructure.
  • Worked with Microsoft Exchange.
Jan 2019 - Nov 2019
11 months

Project Manager PMO, Change Management

DZ BANK

  • Provided materials.
  • Allocated resources for nationwide technicians.
  • Planned workflows for server rollouts.
  • Managed ServiceNow projects and change management.
  • Used SCCM.
  • Created SIEM use cases and content.
  • Developed queries.
  • Organized vehicles and accommodations.
  • Implemented MS Dynamics 365.
  • Acted as primary contact for technicians.
  • Planned resources.
  • Served as incident manager.
  • Continuously improved ITIL incident and request fulfillment processes.
  • Analyzed and documented processes.
  • Supported Bloomberg Anywhere (web) and Terminal.
  • Managed MS Teams.
  • Developed Atlassian plugins and macros.
  • Budgeted and planned resources.
  • Led 25 technicians.
  • Created project plans and structure.
  • Used ServiceNow modules: CSM, TNI, OMT, ITAM.
  • Identified risks and closed projects.
  • Applied ITIL and agile methods.
  • Scheduled meetings with clients and providers.
  • Escalated technical issues.
  • Configured routers and switches.
Dec 2018 - Jun 2019
7 months

IT Administrator

Allianz AG

  • Configured server hardware.
  • Installed and configured Windows Server 2016.
  • Built AD, DHCP, DNS, print servers, Addison software, and Hyper-V VMs.
  • Configured network drives (scan paths).
  • Used ServiceNow for ticketing.
  • Managed servers and devices via ServiceNow ITOM and automated tasks with PowerShell.
  • Worked with CDE/BIM (AutoDesk).
  • Used ServiceNow ITSM, ITSAM, TNI, OMT.
  • Managed network infrastructure in ServiceNow.
  • Created presentations and documentation in ServiceNow.
  • Used Jira.
  • Managed ServiceNow ITBM.
  • Deployed software with Matrix42 Empirum.
  • Created OS configurations and managed drivers.
  • Handled Fiori apps.
  • Managed patch groups in Empirum.
  • Managed databases.
  • Migrated to S/4HANA.
  • Configured Cisco Meraki and ASA.
  • Administered MuleSoft.
  • Developed Atlassian plugins and macros.
  • Installed, configured, integrated, optimized, and troubleshooted complex apps and infrastructure.
  • Planned server and network infrastructure.
  • Coordinated infrastructure setup and concept creation.
  • Migrated server data.
  • Performed hardware upgrades.
  • Supported MS client environment setup.
  • Managed user and department communication.
  • Administered Azure.
  • Supported major incident management and service desk teams.
  • Created SIEM use cases and content.
  • Developed scripts, parsing rules, and queries.
Jun 2018 - Nov 2018
6 months

Administration, Change Management, Incident Manager

R+V Versicherung

  • Provided IT support for hardware/software issues.
  • Served as contact for rollout technicians.
  • Coordinated rollout technicians.
  • Managed ServiceNow tickets and case management.
  • Used SCCM.
  • Organized project meetings.
  • Used Jira.
  • Handled incident, request, and problem management (ServiceNow).
  • Managed software asset management in ServiceNow.
  • Developed Atlassian plugins and macros.
  • Created a backup strategy for Jira and Confluence.
  • Remotely resolved issues.
  • Automated tasks and updated scripts with PowerShell.
  • Improved existing PowerShell scripts.
  • Provided phone support to subsidiaries.
  • Managed MS Exchange.
  • Handled electronic hardware acceptance.
  • Installed Windows Server and managed backups.
  • Configured web proxy and IP changes.
  • Troubleshooted and migrated S/4HANA.
  • Controlled updates.
  • Managed MS Teams projects.
  • Coordinated 2nd and 3rd-level incident resolution.
  • Oversaw incident and problem management processes.
  • Enhanced processes for efficiency, transparency, and end-to-end responsibility.
  • Managed server group permissions.
  • Troubleshooted server issues.
  • Deployed new hardware to the network.
  • Created and managed users and groups in Active Directory.
  • Managed server group permissions.
Feb 2018 - Dec 2018
11 months

Master Technician, Sub-project Lead PMO, Incident Manager

R+V Versicherung

  • Ordered hardware.
  • Distributed software.
  • Managed inventory.
  • Used SCCM.
  • Planned resources and budgets.
  • Led a team of 25 technicians.
  • Created project plans and structure.
  • Identified risks and closed projects.
  • Solved complex technical issues.
  • Briefed, supervised, and managed rollout teams for internal and external staff.
  • Planned rollouts and field support.
  • Handled follow-up deliveries, device provisioning, and migration.
  • Provided phone support.
  • Decommissioned old and new devices.
  • Configured printers.
  • Trained customers on-site.
  • Configured switches and routers.
  • Reported and documented.
  • Managed cables.
  • Replaced KVM switches.
  • Joined clients to domains.
  • Conducted quality checks and testing.
  • Managed escalations.
  • Scheduled special cases.
  • Supported lead project manager for internal department.

Languages

German
Advanced
English
Advanced
French
Advanced

Education

Lorem ipsum dolor sit amet

Cyber Security Computer Science

Certifications & licenses

CCNA Implementing and Administering Cisco Solutions

Cisco

CompTIA - Security+

CompTIA

CompTIA A+

CompTIA

Driver’s License

ITIL® Foundation (ITIL4)

Network+

CompTIA

Professional Scrum Master

SAP Request Management Training – Request Overview

SAP

SAP Request Management Training – Request Submission and Fulfillment

SAP

SAP Request Management Training – Request Validation, Closure, and Workflows

SAP

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