Alagi Mansaray
Project Manager & IT Security Architect Logging & Monitoring for QRadar & Splunk, ISO 27001
Experience
Apr 2024 - Sep 2024
6 monthsProject 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 monthsService 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 monthsMicrosoft 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 monthsService 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 monthsProject 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 monthsTechnical 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 monthsProject 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 monthsProject 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 monthsSAP 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 monthsIT 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 yearProject 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 2020 - Apr 2021
4 monthsCommon 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 monthsSCCM 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 monthsProject 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 monthsIncident 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 monthsProject 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 monthsIT 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 monthsAdministration, 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 2019
11 monthsMaster 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
English
Advanced
French
Advanced
German
Advanced
Education
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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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