Andreas Z. - ITSM Operations Setup: ITSM Consultant / Project Manager

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Munich, Germany

Experience

May 2024 - Present

1 year 4 months

ITSM Operations Setup: ITSM Consultant / Project Manager

Industrial Company

Create ITSM and governance policies
Train/coach IT staff
Supplier management (define, monitor SLAs and contracts)
Define and optimize ITSM processes (incident, problem, change, service request, security, service continuity, ITAM, etc.)
Optimize IT operations model (service desk, support structures, metrics, reporting, etc.)
Automate process workflows
Implement processes/workflows in Jira Service Management
Build a user portal
Define/create the service catalog and services
Design the CMS/CMDB
Perform IT audit for TISAX certification
Environment: ITIL 4/ITSM, IT4IT, Jira/Confluence, project management, BPMN

Apr 2023 - Nov 2024

1 year 8 months

ITSM Operations Setup: Service Manager / Project Manager

Healthcare IT Service Provider

Transition IT services
Operational service management/operations leadership
Supplier management (define, monitor SLAs and contracts)
Define and optimize ITSM processes (incident, problem, change, service request, etc.)
Optimize IT operations model (service desk, support structures, metrics, reporting, etc.)
Create ITSM and governance policies
Automate process workflows
Create/update service catalog and services
Support RFP for new service providers
Manage supplier transition projects
Environment: ITIL 4/ITSM, IT4IT, DevOps, Scrum, Jira/Confluence, project management, IDP, app development, BPMN

Oct 2022 - Jan 2023

4 months

Service Transition and Service Management: Service Manager

Food Industry

Transition IT services
Supplier management (define, monitor SLAs and contracts)
Define and optimize ITSM processes (incident, problem, change)
Budget planning and controlling
Optimize service desk and support structures
Create ITSM and governance policies
Create/update service catalog and services
Environment: ITIL 4/ITSM, BPMN, IT asset management, project management

Jan 2022 - Sep 2022

9 months

Interim Management Service Desk and Global Workplace: Interim Manager, Service Owner

Industrial Company

Lead the service manager team
Service owner for workplace and communication services (video conferencing, telephony, print)
Supplier management (define, monitor SLAs and contracts)
Define and optimize incident, problem, change processes
Optimize IT asset management (software and hardware)
Budget planning and controlling
Optimize service desk and on-site support structures
Create ITSM and governance policies
Create/update service catalog and services
Initiate project to replace/introduce ITSM and desktop management tool
Conduct market research on ITSM tools, create a longlist of 8 tools and shortlist of 4 tools
Roll out workplace and printing
Environment: ITIL 4/ITSM, IT4IT, IT asset management, BPMN, ServiceNow, Jira, OTRS, USU, Matrix24, Freshworks, Ivanti

May 2021 - Oct 2021

6 months

Managed Service Software Asset Management T&T: Project Manager

Industrial Company

Project start and initiation
Project planning
Project control
Reporting and escalation management
Project closing
Quality planning and control of project deliverables
Coordinate customer resources and providers
Configure and customize ServiceNow SAM Pro module
Test planning and execution
Plan and execute asset discovery
Initial CMDB population with license and contract data
Automate process workflows
Set up SAM reporting
Roll out central SAM and start managed service
Environment: ITIL 4, software asset management, ServiceNow, PMI, CMDB

Mar 2021 - Mar 2021

1 month

Project Management Coaching and Consulting: Project Management Consultant

Hospital Group

Project review
Coach the project manager
Advise/support project closure:
Hand over to operations
Project closure report
Lessons learned session
Lifecycle management
Environment: ITIL 4, IT asset management, IT/medical technology relocation and commissioning

Nov 2019 - Dec 2020

1 year 2 months

Service and Supplier Management Network/VoIP/Security: Service Delivery Manager Infrastructure / IT Security

Trade Fair Company

Manage service providers and supplier management to ensure operations and monitor service quality
Support network project from operations side and introduce quick wins
Operational resource planning
Prepare and support RFP for outsourcing project “Network and Security Service Provider”
Create and transition new operating concept with new providers including service desk and field service
Create ITSM and governance policies
Automate process workflows
Consolidate contracts and service statements for relevant IT services to improve service quality
Define, develop, and monitor ITSM requirements and processes such as incident, problem, change, and release management
Continuously improve and evolve network services
Introduce and enhance security solutions
Plan SOC and BCM in coordination with security officer
Plan, manage, and optimize IT service budgets
Coordinate with adjacent service management in applications, managed workplace, datacenter
Define and develop service portfolio and catalog for network, IT security, and VoIP
Set up CMS/CMDB and inventory in ServiceNow
Environment: ITIL 4, ServiceNow, IT baseline protection, ISO 27001, LAN, WAN, VoIP, Cisco, Palo Alto, F5 Networks, BPMN, Microsoft AD, Outlook, Exchange, SharePoint, Teams, Datacenter, Microsoft Azure

Jun 2019 - Aug 2019

3 months

Global DDI Standardization: Project Manager

Insurance

Migrate existing DNS, DHCP, and IPAM infrastructure to new design
Complete redesign, standardization, and harmonization
Address audit findings
Roll out the solution
Plan and initiate cloud project
Environment: Infoblox, Zscaler, Akamai, SharePoint 2013, PMI, MS Project, ServiceNow, IT baseline protection, ISO 27001, Microsoft Azure

Mar 2019 - Jun 2019

4 months

Build ITSM Operations Model: Business Analyst, Process Designer

IT Service Corporation

Process design and implementation to build an ITSM factory to improve service quality
Advise/define roles, methods, and processes
Design process reorganization (adapt/transform existing processes, stakeholders, rollout, testing, time estimates, prioritization recommendations)
Create gap analysis and best practice recommendations for service delivery processes including BPM and partial automation focus
Review and analyze non-ITIL service delivery processes with optimization ideas (e.g., partial automation)
Advise on dedicated process needs per service delivery unit
Develop roadmap for process development and implementation
Create ITSM and governance policies
Advise process actors/stakeholders
Document and model processes
Develop process map/structure
Advise and design process rollout
Advise on ITIL 4 aspects
Service desk design and transformation
Digitize processes
Conduct market research on ITSM tools, shortlist 4 tools
Environment: SharePoint 2013, ITIL V3/ITIL 4, ADONIS, ServiceNow, USU, Ivanti, Matrix24, BPMN

Feb 2019 - Oct 2019

9 months

Business Plan Competition: Business Development Manager

Media Group

Define participation and selection criteria
Screen business models and plans
Preselect competition finalists
Environment: customer development, business plan, product and business model innovation

Nov 2018 - Present

6 years 10 months

“HealthCare Consulting” Business Model Generation: Business Development Manager

Startup

Develop a digital business model for building and reorganizing operating concepts for hospitals and clinics, including commissioning and closures
Provide roadmap for business development
Conduct workshops on value proposition, financial planning, target groups, CRM, sales channels, etc.
Compile and define service portfolio
Environment: customer development, business plan, product and business model innovation, healthcare, BPMN, lean startup

Apr 2018 - Dec 2018

9 months

Transition Managed Network Services: Business Analyst, Process Designer

Automotive

Process design
Create service management and governance handbook
Group concept for reverse shadow/operations service center
Notification concept for reverse shadow/operations service center
Define scope for incident, change, problem, capacity, request fulfillment, release management, and IT security/BCM processes
Create ITSM and governance policies
Implement processes to improve service quality
Transform/train service desk
Environment: IT infrastructure (LAN/WAN/DNS/DHCP), SharePoint 2013, ITIL V3, Visio, BPMN, HP Service Center 2, IT baseline protection, ISO 27001

Jun 2016 - Jan 2018

1 year 8 months

LAN/WAN Migration: (Multi-)Project Manager (EMEA)

Industrial Company

Company-wide WAN migration
Due diligence and inventory of LAN/WAN infrastructure
Site-based projects to optimize local network and IT infrastructure
Environment: IT infrastructure (LAN/WAN/DNS/DHCP/IPAM), ZScaler, SharePoint 2013, PMBOK, Cisco, ITIL V3, MS Project, IT baseline protection, ISO 27001, Microsoft AD

Jun 2015 - Jun 2016

1 year 1 month

Network Operations: Service Delivery Manager

Aerospace Company

Optimize/ensure operation of network and security infrastructure
Business continuity management
Coordinate network operations team with demand and program management
Manage external service providers and suppliers to monitor and improve service quality
Represent network/security operations in various IT projects
Environment: IT infrastructure (LAN/WAN/DNS/DHCP/IPAM), SharePoint 2013, PMBOK, Cisco, ITIL V3, MS Project, IT security

Jan 2015 - Jun 2015

6 months

LAN/WAN Migration: Rollout Manager (EMEA)

Industrial Company

Company-wide WAN migration
Plan, design, and execute rollout (including pilots and tests)
Environment: IT infrastructure (LAN/WAN/DNS/DHCP/IPAM), ZScaler, SharePoint 2013, PMBOK, Cisco, ITIL V3, MS Project, IT baseline protection, ISO 27001

Sep 2014 - Oct 2014

2 months

Optimize Incident and Problem Management: Business Analyst, Process Designer

Electronics Company

Analyze and optimize service desk applications to improve service quality
Analyze and inventory process flows
Review interfaces to application and release management
Environment: ITSM/ITIL V3, BPMN

Mar 2014 - Mar 2014

1 month

Online Reputation Management Portal: Business Development Manager

Startup

Develop a digital business model
Conduct fact check and profitability analysis
Assess success probability
Environment: customer development, business plan, product and business model innovation, lean startup, BPMN

Oct 2012 - Jun 2014

1 year 9 months

LAN/WAN Migration: (Multi-)Project Manager

Aerospace Group

Company-wide WAN migration and transition
Adjust encryption infrastructure
Due diligence and inventory of LAN/WAN infrastructure
Build security operation center (SOC) and network operation center (NOC)
Environment: LAN, WAN, enhanced encryption (Genua/Thales), PMBOK, Cisco, ITIL V3, MS Project, IT baseline protection, ISO 27001

Jul 2012 - Jul 2012

1 month

Implement IT Asset and Configuration Management: Business Analyst

Bank

Optimize or centralize group-wide IT asset and configuration management including licensing
Create project vision/strategy paper
Environment: ISO 19770-1, ITIL, BPMN, CMDB

Jul 2012 - Jul 2012

1 month

Service Catalog Refresh: Business Analyst

Beverage Manufacturer

Update and populate service catalog
Brief and support service owners in catalog updates
Environment: ITIL, CMDB

Mar 2011 - Mar 2012

1 year 1 month

Database Migration and Process Reorganization: Project Manager

Beverage Manufacturer

Reorganize IT operations units by ITIL V3 and migrate support database
Develop service portfolio and transfer to service catalog and CMDB
Create operating model for local field services in Europe, USA, and Asia with central service desk and operations units to improve service quality
Ensure production readiness through acceptance test environments
Environment: ITIL, HP Service Manager 7, Lotus Notes, BMC Remedy, Microsoft AD, CMDB, single sign-on, Exchange, PMI/PMBOK, MS Project

Jan 2009 - Oct 2010

1 year 10 months

Infrastructure Setup and Environment Management: (Multi-)Project Manager

IT/Telecom Service Provider

Build and operate infrastructure for multiple test environments
Due diligence and inventory of infrastructure (hardware, software, LAN, WAN) and operating model
Provide delta infrastructure and gather requirements for infrastructure and applications via changes
Prepare operations for required application software
Ensure production readiness through acceptance test environments (especially load tests)
Plan, design, and execute system tests
Coordinate with release management
Agree on SLAs and coordinate locations to improve service quality
Provide and coordinate 1st/2nd/3rd-level support to monitor and improve service quality
Environment: ITIL, Windows, UNIX, Solaris, SAN, VMware, Active Directory, Apache, SC Cosima, HP Quality Center, SCCM, Exchange, SSO, VLAN, WAN, Oracle, Prince2, MS Project

Nov 2008 - Nov 2008

1 month

Server Migration and Server Operations Outsourcing: Consultant

Wholesale

Conduct server migration and consolidate via virtualization where feasible and cost-effective, including maintenance and operations costs. Select reliable service partner through RFP.
Environment: ITIL, virtualization, rollout

Feb 2007 - Dec 2008

1 year 11 months

ITIL Process Implementation: Business Analyst, Process Designer

Government Agency

Define and implement ITIL model for operations/infrastructure and process interfaces to adjacent areas to optimize IT operations. Focus on service support and delivery processes, security management, ICT infrastructure management, application management including release management.
Run RFP for service management tool
Market research on ITSM tools, create shortlist
Environment: ITIL V2/V3, ISO 20000, IT baseline protection, ISO 27001, CMMI, ISO 15504, Six Sigma, Visio, Innovator, Prince2, MS Project, BMC Remedy, TopDesk

Oct 2006 - Dec 2006

3 months

Study Operational Risks Terminal Server Farm/Data Center: Business Analyst

Bank

Develop business continuity measures to maintain server farm operations until planned restructuring in 2008
Analyze SLAs and service portfolio/catalog
Develop short-, mid-, and long-term measures to improve service quality and maintain server farm operating model
Environment: Citrix, Microsoft OS, Microsoft AD, Avaloq, ITIL, IT security

Sep 2006 - Oct 2006

2 months

Study “Feasibility Data Interface”: Business Analyst

Bank

Introduce new banking software with minimal changes to existing applications. Find workarounds or permanent solutions to avoid premature migration or make data export from Avaloq independent of current apps.
Environment: MS OS (XP, Vista, etc.), MS Office 2000–2007, Avaloq, ITIL

Jun 2006 - Jul 2006

2 months

Review Software Asset Management: Business Analyst

Software House

Improve software asset management and permanently relieve responsible staff from routine tasks
Create project vision (business case)/strategy paper to improve asset management and licensing models
Environment: ISO 19770-1, TSCensus, ITIL

Mar 2006 - Apr 2006

2 months

Implement IT Asset / Configuration Management: Business Analyst

Service Company

Implement tool-based IT asset and configuration management
Process design (audit planning/execution, asset identification, inventory management, asset control)
Advise on licensing models/licensing
Select inventory and management software via RFP
Support implementation
Environment: GASP, ITIL, AssetWorks, IQuate, Centennial, HardCat, Kaseya VSA, CMDB, BPMN

Oct 2005 - Dec 2005

3 months

PSTN / VoIP Migration: Business Analyst

Telecom Company

Develop new internet-based telecom services
Support quality gates
Environment: VoIP, NGN, SIP, IMS, TISPAN, RADIUS server, WAN, IT baseline protection, ISO 27001

Jul 2005 - Feb 2006

8 months

Business Model Generation “Art Marketing”: Business Development Manager

Startup

Build an innovative digital business model for marketing contemporary art and exhibitions, modernizing traditional gallery and exhibition concepts
Conduct fact check and profitability analysis
Develop and implement financing concept
Environment: customer development, business plan, product and business model innovation, lean startup

Jun 2005 - Aug 2005

3 months

Implement IT Asset / Configuration Management: Business Analyst

Logistics Company

Implement tool-based IT asset/configuration management
Process design (audit planning/execution, asset identification, inventory management, asset control)
Advise on licensing models/licensing
Select inventory and management software
Support implementation
Environment: GASP, ITIL, AssetWorks, IQuate, Centennial, HardCat, Kaseya VSA, CMDB

Jul 2003 - Mar 2005

1 year 9 months

System Migration (VPN Subproject) & System Migration / Rollout: Consultant & Project Manager

Aerospace Group

VPN subproject:
Switch VPN software and redesign antivirus, personal firewall, and disk encryption
Create VPN guide for service desk and end users
Train staff on mobile user security
Train service desk on VPN troubleshooting
Contribute to VPN and security concept
Environment: Symantec VPN (Raptor), WAN, TCP/IP, DHCP, DNS, BlackBerry, Palm, IPsec, SafeGuard Easy, MS Project, IT baseline protection, ISO 27001
System migration/rollout:
Migrate ~6000 clients from NT to XP and servers from Windows 2000 to 2003
Upgrade existing apps and adapt to new environment
Environment: Altiris, Remedy, NetInstall, MS SMS, Access, MS Office, Project, Cisco, Windows XP, Windows Server 2000/2003, Active Directory, TCP/IP, DHCP, DNS, SafeGuard Easy, ITIL, PMI/PMBOK, MS Project

Jan 2003 - Apr 2003

4 months

Implement IT Asset Management: Business Analyst

Multiple Clients (Software Vendors, Investment Firms)

Implement tool-based IT asset management
Process design (audit planning/execution, asset identification, inventory management, asset control)
Advise on licensing models
Select inventory and management software
Support implementation
Environment: GASP, ITIL, AssetWorks, IQuate, Centennial, HardCat, Kaseya VSA, CMDB, BPMN, Visio

Oct 2002 - Dec 2002

3 months

VPN Expansion: Project Manager

Industrial Company

Integrate more branches into VPN. Procure and preconfigure VPN gateways for international sites in Germany
Define project goals and milestones
Project planning (budget, resources, effort estimates, etc.)
Assemble international project team and VPN field services
Create and QA technical concept
Plan, design, and execute tests
Environment: Collax Business Server, WAN, AntiVir, Linux, IT baseline protection, ISO 27001, TCP/IP, DHCP, DNS, IPsec, MS Project

Jun 2002 - Jul 2002

2 months

Secure Network with Firewall: Project Manager

University

Securely connect a branch to central campus data center and protect network against unauthorized access
Advise on system selection
Plan firewall deployment
Advise on rule creation and firewall integration
Train system administrators
Coordinate local admin team and data center team
Environment: Astaro firewall, Linux, Windows 2000, system evaluation, IT baseline protection, ISO 27001, TCP/IP, DHCP, DNS, MS Project

Apr 2002 - May 2002

2 months

Secure Corporate Network and VPN: Consultant

Industrial Company

Protect network against unauthorized access and build VPN mainly for mobile users
Advise on system selection
Plan firewall deployment
Advise on rule creation and firewall integration
Train system administrators
Coordinate local admin team and data center team
Environment: Astaro firewall, Linux, Windows 2000, IT baseline protection, ISO 27001, WAN, TCP/IP, DHCP, DNS, IPsec

Oct 2001 - Dec 2001

3 months

Build Digital Communication Structure: Project Manager

Industrial Company

Build digital communication structure for mobile users, branches, and email. Plan and integrate VPN infrastructure with central gateway, firewall, and mail server into existing network. Configure mail flow between Exchange server and gateway mail server
Environment: Collax Business Server, AntiVir, Linux, MS Exchange, Windows 2000, IT baseline protection, ISO 27001, TCP/IP, DHCP, DNS, DSL, IPsec, MS Project

Jun 2001 - Jun 2001

1 month

Build Digital Communication Structure (WAN): Consultant

Law Firm

Build digital communication structure for mobile user access and email. Plan and integrate VPN infrastructure with central gateway, Cisco firewall, and mail server into existing network
Environment: Collax Business Server, Cisco, Linux, IT baseline protection, ISO 27001, TCP/IP, DHCP, DNS, DSL, WAN, MS Project

Jan 2001 - Dec 2001

1 year

Service Management: Service Manager

Marketing Agency / Call Center

Inventory and optimize IT infrastructure (client standardization, backup concept); build service and support structures (incident and problem management)
Environment: Win2000, NT4, Cisco, Veritas Backup Exec, TCP/IP, DNS, DHCP, WhatsUp, ITIL, Prince2, MS Project

Aug 2000 - Dec 2000

5 months

Database-Driven Internet Portal: Project Manager

Leisure Company

Develop an interactive internet portal for leisure providers and users
Environment: SQL, Access, HTML, ASP, MS Project

Jul 2000 - Aug 2000

2 months

Digitize and Archive Medical Data: Business Analyst

Children’s Hospital

Digitize all necessary data and information; embed presentations or parts in website; build digital archive for presentations and ultrasound images
Environment: HP peripherals, Windows, Portfolio 5.0, Broadway video system

May 2000 - Jun 2000

2 months

Digitize and Archive Medical Data: Business Analyst

Prenatal Medicine Center

Digitize all necessary data and information; embed presentations in website; build digital archive for presentations and ultrasound images
Environment: HP peripherals, Windows, Portfolio 5.0, Broadway video system

Jul 1999 - Dec 1999

6 months

Develop Cost Center Accounting Application: Project Manager

Refrigeration and Air Conditioning Company

Digitize cost center accounting
Environment: SQL Server, MS Access, Excel, training, PMI, MS Project

Jun 1999 - Jun 1999

1 month

Feasibility Study “Database Migration”: Business Analyst

Medical Research Institute

Determine if and how to migrate an Access database to a more performant system
Analyze existing database application
Develop migration options
Perform cost/benefit analysis
Environment: MS Access, SQL Server

Apr 1999 - Jun 1999

3 months

Renew IT Infrastructure: Project Manager

Construction Company

For new industry software, update IT infrastructure. Conduct inventory and redesign network
Environment: NT4, Windows 9.x, TCP/IP, DNS, software evaluation, MS Office, PMI/PMBOK, MS Project

Jan 1999 - Mar 1999

3 months

Expand IT Infrastructure: Project Manager

Construction Company

Expand network for growing staff. Conduct inventory, redesign network, procure and install additional components (cables, switches)
Environment: NT4, Windows 9.x, Novell, WhatsUp, PMI/PMBOK, MS Project

Oct 1998 - Oct 1998

1 month

IT Infrastructure Analysis: Project Manager

Leisure Company

Audit IT for weaknesses and propose improvements. Perform network audit, analyze system configs, cabling, and backup
Environment: Novell, NT4, Windows 9.x, WhatsUp, Prince2, MS Project

Aug 1998 - Dec 1998

5 months

Renew IT Infrastructure: Project Manager

Wholesale

Expand existing network. Conduct inventory, redesign network, procure and install additional components (cables, switches)
Train staff on new environment
Environment: NT4, Windows 9.x, training/coaching, TCP/IP, DNS, DSL, WhatsUp, Prince2, MS Project

Jul 1998 - Jul 1998

1 month

Implement Online Ordering System: Business Analyst

Furniture Wholesale Cooperative

Enable direct order entry for member stores via online system. Integrate digital product catalogs to reduce maintenance
Environment: eBusiness

Jun 1997 - Jun 1998

1 year 1 month

Optimize Infrastructure: Project Manager

Real Estate Company

Optimize existing IT infrastructure and build system support and service desks. Conduct inventory, procure and install needed components, train staff on new environment
Environment: NT4, Windows 9.x, MS Outlook, MS Exchange, TCP/IP, WhatsUp, ITIL, Prince2, MS Project

Jan 1997 - Jun 1997

6 months

Technical Support: Business Development Manager

IT Service Provider

Develop business model and partner network
Design partner models (terms, services, marketing support)
Evaluate and select best model
Draft contracts
Recruit partners
Environment: business plan, business model innovation

Jan 1993 - Dec 1996

4 years

Technical Support: Service Manager

Hardware Manufacturer

Build service desk and field service in Europe
Environment: Win2003, XP, NT4, Cisco, training/coaching, DSL, TCP/IP, DNS, ITIL, NAS, Lotus Notes

Jan 1990 - Dec 1992

3 years

Patient Data Management System for ICU and Anesthesia: Project Manager

University Hospital

Build electronic patient record. Digitize patient care workflow: capture vitals (BP, O2 saturation, etc.) from monitor directly into database.
Doctors enter medication orders on computer and display them on bedside monitor.
Environment: Oracle, monitoring devices, Pascal, MS Project