Andreas Zimmermann - ITSM-Consultant

Recommended expert

Munich, Germany

Experience

Aug 2025 - Present

6 months

ITSM-Consultant

Industrial company / Global IT division

Design and implementation of a new User Support Tower organization as part of the global IT transformation initiative.
Developing an operating and control model for the central service desk including downstream support units (field service, VIP support, service points).
Conducting a comprehensive analysis of the current service desk and field service structures and developing a target architecture based on ITIL 4 and SIAM.
Defining roles, responsibilities, and governance mechanisms for internal IT and external providers.
Creating the blueprint document Service Management & Governance Manual (User Support) to standardize global service processes (incident, request, problem, change, knowledge, ITSCM, CSI).
Developing a KPI and SLA framework to measure service quality and performance in global user support.
Defining the reporting and review structure (Operations Meeting, Service Review Meeting, Management Steering Board).
Preparing the RFP documents for outsourcing L1/L2 support services including defining scope of services, governance model, process requirements, tool integration (ServiceNow), and KPI and SLA sets.
Supporting the procurement and legal departments in evaluating and negotiating vendor proposals and assisting in vendor selection and contract finalization.
Overseeing the handover to operational support, including knowledge transfer, training provider teams, and establishing a continuous improvement process (CSI).
Methods / Framework / Tools: ITIL 4 / ITSM, SIAM, IT4IT, ServiceNow, Jira, BPMN, Operating Model Canvas, KPI & SLA Design, Governance & Performance Management

Mar 2025 - Oct 2025

8 months

ITSM Consultant / Project Manager

Energy provider

Implementing ITIL-based IT processes in the ITSM tool ServiceNow according to agreed quality standards.
Active participation in stakeholder management with other group companies in the context of IT service management.
Advising IT service owners on designing or changing IT services within Technology Business Management (TBM) while meeting regulatory and legal standards.
Documenting IT services within Service Design Packages.
Identifying dependencies on other IT services across the entire service organization.
Interacting with system architects and developers and working directly with IT service owners to implement and operationalize IT services.
Implementing service lifecycle management in line with IT strategy and IT architecture roadmaps.
Continuously identifying improvement opportunities within IT services and coordinating the implementation of measures.
Guiding our IT departments on integrating group IT services into local IT service management processes.
Introducing new working methods to internal staff based on ITIL for their own areas.
Active participation in stakeholder management with other group companies in the context of IT service management.
Drafting both service-level and operational-level agreements to document service commitments for each IT service.
Methods / Framework / Tools: ITIL 4 / ITSM, IT4IT, ServiceNow, LeanIX, Project Management, BPMN

May 2024 - Dec 2024

8 months

ITSM Consultant / Project Manager

Industrial company

Creating ITSM and governance policies.
Training / coaching IT staff.
Supplier management (defining, monitoring SLAs and contracts).
Defining and optimizing ITSM processes (incident, problem, change, service request, security, service continuity, ITAM, etc.).
Optimizing IT operating model (service desk, support structures, metrics, reporting, etc.).
Automating process workflows.
Implementing processes / workflows in Jira Service Management.
Building a user portal.
Defining / creating the service catalog and services.
Designing the CMS / CMDB.
Conducting IT audits for TISAX certification.
Methods / Framework / Tools: ITIL 4 / ITSM, IT4IT, Jira Service Management / Confluence, Project Management, BPMN

Apr 2023 - Nov 2024

1 year 8 months

Service Manager / Project Manager

IT service provider in healthcare

Transition of IT services.
Operational service management / operations leadership.
Supplier management (defining, monitoring SLAs and contracts).
Defining and optimizing ITSM processes (incident, problem, change, service request, etc.).
Optimizing the IT operating model (service desk, support structures, metrics, reporting, etc.).
Creating ITSM and governance policies.
Automating process workflows.
Creating / updating the service catalog and services.
Managing the tender process for new service providers.
Project management of supplier transition.
Methods / Framework / Tools: ITIL 4 / ITSM, IT4IT, DevOps, Scrum, Jira Service Management / Confluence, Project Management, IDP, app development, BPMN

Oct 2022 - Jan 2023

4 months

Service and Transition Manager

Food industry

Transition of IT services.
Supplier management (defining, monitoring SLAs and contracts).
Defining and optimizing ITSM processes (incident, problem, change).
Budget planning and controlling.
Optimizing service desk and support structures.
Creating ITSM and governance policies.
Creating / updating the service catalog and services.
IT asset management / lifecycle management.
Methods / Framework / Tools: ITIL 4 / ITSM, BPMN, IT asset management, project management

Jan 2022 - Sep 2022

9 months

Interim Manager, Service Owner

Birkenstock B.V Co KG

Leading the Service Manager team.
Service Owner for the Workplace and Communication services (videoconferencing, telephony, printing).
Supplier management (defining and monitoring SLAs and contracts).
Process definition and optimization for INC, PRO, CHG.
Optimizing IT asset management.
Budget planning and control.
Optimizing service desk and on-site support structures.
Creating ITSM and governance policies.
Creating and updating the service catalog and services.
Project initiation for replacing/introduction of an ITSM and desktop management tool.
Market research for ITSM tools, including creating a longlist of 8 tools and a shortlist of 4 tools.
Rollout of workplace and printing.
Methods / frameworks / tools: ITIL4/ITSM, IT4IT, IT asset management, BPMN, ServiceNow, Jira, OTRS, USU, Matrix24, Freshworks, Ivanti

May 2021 - Oct 2021

6 months

Project Manager

Machinery Manufacturer

Project start and initiation.
Project planning.
Project control.
Reporting and escalation management.
Project closure.
Quality planning and control of project deliverables.
Managing and coordinating customer resources and providers.
Configuring and customizing the ServiceNow SAM Pro module.
Test planning and execution.
Planning and execution of asset discovery.
Initial population of the CMDB with license and contract information.
Automating process workflows.
Setting up SAM reporting.
Rolling out the central SAM and starting the managed service.
Methods / frameworks / tools: ITIL4, software asset management, ServiceNow, PMI, CMDB, JAMF

Mar 2021 - Mar 2021

1 month

Consultant

Clinic Group

Project review.
Coaching the project manager.
Consulting/support for project closure (handover to operations, project closure report, lessons learned session).
Lifecycle management.
Methods / frameworks / tools: ITIL4, IT asset management, IT/medical technology relocation and commissioning

Nov 2019 - Dec 2020

1 year 2 months

Service Delivery Manager Infrastructure / IT Security

Trade Fair Company

Managing service providers and suppliers to ensure operations and monitor service quality.
Supporting the network project from an operational standpoint and introducing quick wins.
Operational resource planning.
Preparing and supporting the tender process for the outsourcing project 'Service Provider Network and Security'.
Creating and transitioning a new operations concept in collaboration with the new service providers, including service desk and field service.
Creating ITSM and governance policies.
Automating process workflows.
Drafting and consolidating contracts and service agreements for relevant IT services to improve service quality.
Defining, developing, and monitoring ITSM guidelines and processes such as Incident Management, Problem Management, Change Management, and Release Management.
Continuous improvement and further development of network services.
Introducing and further developing security solutions.
Planning SOC and designing BCM in coordination with the security officer.
Planning, compliance, and optimization of IT service budgets.
Coordinating with the adjacent service management in applications, managed workplace, and Datacenter.
Defining and developing the service portfolio and service catalog for network, IT security, and VoIP.
Setting up CMS/CMDB and inventory in ServiceNow.
Methods / frameworks / tools: ITIL4, ServiceNow, IT baseline protection, ISO27001, LAN, WAN, VoIP, ServiceNow, CISCO, Palo Alto, F5 Networks, BPMN, Microsoft AD, Outlook, Exchange, SharePoint, Teams, Datacenter, Microsoft Azure, RFP, RFQ

Jun 2019 - Aug 2019

3 months

Project Manager

Insurance Company

Migrating the current DNS, DHCP, and IPAM infrastructure to the new design.
Completing the redesign, standardization, and harmonization.
Addressing audit findings.
Rolling out the solution.
Planning and initiating the cloud project.
Methods / frameworks / tools: Infoblox, Zscaler, Akamai, SharePoint 2013, PMI, MS Project, ServiceNow, IT baseline protection, ISO27001, Microsoft Azure

Mar 2019 - Jun 2019

4 months

Business Analyst, Process Designer

IT Service Corporation

Process design and implementation to set up an ITSM factory to increase service quality.
Consulting / defining roles, methods, and processes.
Designing process reorganization (adapting / transforming existing processes, change, stakeholders, rollout, test & training approach, time estimation, recommendations for prioritization).
Creating a gap analysis and good-practice recommendations for service delivery processes including BPM and focusing on partial automation.
Reviewing & analyzing non-ITIL processes of the service delivery units with an optimization approach, e.g. (partial) automation.
Advising on dedicated process requirements for each service delivery unit.
Consulting & creating a roadmap for process development and implementation.
Creating ITSM and governance policies.
Advising process actors / participants.
Describing / documenting and modeling processes.
Implementing a process map / process structure.
Consulting and designing the process rollout / implementation.
Advising on ITIL 4 aspects.
Service desk design and transformation.
Digitizing processes.
Conducting market research on ITSM tools including creating a shortlist of 4 tools.
Methods / Framework / Tools: SharePoint 2013, ITIL V3, ITIL4, ADONIS, ServiceNow, USU, ivanti, Matrix24, BPMN

Feb 2019 - Oct 2019

9 months

Business Development Manager

Media Group

Defining participation and selection criteria.
Screening business models and business plans.
Preselecting competition finalists.
Methods / Framework / Tools: Customer Development, Business Plan, product and business model innovation

Nov 2018 - Nov 2018

1 month

Business Development Manager

Startup

Developing a digital business model around the setup and reorganization of operational concepts for clinics and medical care centers, as well as commissioning and closure of hospitals.
Providing the roadmap for business development.
Conducting workshops on value proposition, financial planning, target groups, CRM, and sales channels.
Compiling and defining the service portfolio.
Methods / Framework / Tools: Customer Development, Business Plan, product and business model innovation, HealthCare, BPMN, Lean Startup

Apr 2018 - Dec 2018

9 months

Business Analyst, Process Designer

Automotive

Process design.
Creating a service management & governance manual.
Service center group concept for reverse shadow / operations.
Service center notification concept for reverse shadow / operations.
Defining the scope of process implementation for incident, change, problem, capacity, request fulfillment, release management, and IT security/BCM.
Creating ITSM and governance policies.
Implementing processes to improve service quality.
Service desk transformation / training.
Methods / Framework / Tools: IT infrastructure (LAN/WAN/DNS/DHCP), SharePoint 2013, ITIL V3, VISIO, BPMN, HP Service Center 2, IT baseline protection, ISO27001

Jun 2016 - Jan 2018

1 year 8 months

Multi-Project Manager

thyssenkrupp Elevator

Company-wide WAN migration.
Due diligence and inventory of the LAN/WAN infrastructure.
Site-specific projects to optimize local network and IT infrastructure.
Methods / Framework / Tools: IT infrastructure (LAN/WAN/DNS/DHCP/IAPM), ZScale, SharePoint 2013, PMBOK, CISCO, ITIL V3, MS Project, IT baseline protection, ISO27001, Microsoft AD

Jun 2015 - Jun 2016

1 year 1 month

Service Delivery Manager

Airbus Defence & Space

Optimization / ensuring the operation of the network and security infrastructure.
Business Continuity Management.
Coordination of the network operations team with demand management and program management.
Management of external service providers and suppliers to monitor and improve service quality.
Representation of network / security operations within various cross-functional IT projects.
Methods / frameworks / tools: IT infrastructure (LAN/WAN/DNS/DHCP/IPAM), SharePoint 2013, PMBOK, CISCO, ITIL V3, MS Project, IT security

Jan 2015 - Jun 2015

6 months

Rollout Manager

thyssenkrupp

Company-wide migration of the WAN.
Planning, design and execution of the rollout (including pilot and testing).
Methods / frameworks / tools: IT infrastructure (LAN/WAN/DNS/DHCP/IPAM), ZScaler, SharePoint 2013, PMBOK, CISCO, ITIL V3, MS Project, IT baseline protection, ISO27001

Sep 2014 - Oct 2014

2 months

Business Analyst, Process Designer

Electronics Company

Analysis and optimization of the service desk application to improve service quality.
Analysis and inventory of process workflows.
Interface review for application and release management.
Methods / frameworks / tools: ITSM / ITIL V3, BPMN

Mar 2014 - Mar 2014

1 month

Business Development Manager

Startup

Development of a digital business model.
Conducting fact checks and profitability analysis.
Assessment of likelihood of success.
Methods / frameworks / tools: Customer Development, Business Plan, Product and Business Model Innovation, Lean Startup, BPMN

Oct 2012 - Jun 2014

1 year 9 months

Multi-Project Manager

Airbus Defence & Space

Company-wide WAN migration and switchover.
Adaptation of the encryption infrastructure.
Due diligence and inventory of the LAN/WAN infrastructure.
Establishment of a Security Operation Center (SOC) and Network Operation Center (NOC).
Methods / frameworks / tools: LAN, WAN, enhanced encryption (Genua/Thales), PMBOK, CISCO, ITIL V3, MS Project, IT baseline protection, ISO27001

Jul 2012 - Jul 2012

1 month

Business Analyst

Bank

Optimization or possible centralization of company-wide IT asset and configuration management including licensing.
Creation of a project vision/strategy paper for project execution.
Methods/frameworks/tools: ISO 19770-1, ITIL, BPMN, CMDB

Jul 2012 - Jul 2012

1 month

Business Analyst

Beverage manufacturer / sports promoter

Updating and populating the service catalog.
Briefing and supporting service owners in filling the service catalog.
Asset inventory.
Methods/frameworks/tools: ITIL, CMDB

Mar 2011 - Mar 2012

1 year 1 month

Project Manager

Beverage manufacturer / sports promoter

Reorganization of IT operations units according to ITIL v3 and migration support database.
Development of an application portfolio and integration into the service catalog and the CMDB.
Operating model for collaboration between local/country-specific field services in Europe, USA and Asia with the central service desk and operations units to improve service quality.
Ensuring production readiness through acceptance-relevant reference environments.
Methods/frameworks/tools: ITIL, HP-SM7; Lotus Notes, BMC Remedy, Microsoft Active Directory, CMDB, Single Sign On, Exchange, PMI/PMBoK, MS Project

Jan 2009 - Oct 2010

1 year 10 months

Multi-Project Manager

IT service provider / telecommunications

Setting up and operating the infrastructure for multiple test environments.
Due diligence and inventory of the infrastructure (required hardware (servers, storage), operating and application software, LAN, WAN) as well as the operating model.
Provision of the required delta infrastructure and gathering relevant requirements for infrastructure and applications via change requests.
Preparation for operation of the application software needed for infrastructure setup.
Ensuring production readiness through acceptance-relevant reference environments (especially load tests).
Planning, designing, and executing system tests.
Coordination with release management.
Agreeing on SLAs and coordinating site-related issues to improve service quality.
Ensuring and coordinating 1st/2nd and 3rd-level support to monitor and improve service quality.
Methods/frameworks/tools: ITIL, Windows, UNIX, Solaris, SAN, VMWARE, Active Directory, Apache Webserver, SC Cosima, HP Quality Center, SCCM, Exchange, SSO (Single Sign On), VLAN, WAN, ORACLE, Prince2, MS Project

Nov 2008 - Nov 2008

1 month

Consultant

Wholesale

Executing a server migration.
Server consolidation through virtualization.
Searching for a reliable service partner for implementation, maintenance and operations as part of a tender.
Methods/frameworks/tools: ITIL, virtualization, Roll-Out

Feb 2007 - Dec 2008

1 year 11 months

Business Analyst, Process Designer

Government Agency

Holistic definition and implementation of the ITIL model for operations/infrastructure and process interfaces.
Focus on processes in service support and service delivery, as well as security management, ICT infrastructure management, and application management including release management.
Conducting the tender for a service management tool.
Market research on ITSM tools, including creating a shortlist.
Methods / Framework / Tools: ITIL V2/V3, ISO20000, IT Baseline Protection, ISO27001, CMMI, ISO15504, Six Sigma, Visio, Innovator, Prince2, MS Project, BMC Remedy, TopDesk, RFP/RFQ

Oct 2006 - Dec 2006

3 months

Business Analyst

Bank

Measures as part of business continuity management to maintain the operation of the server farm.
Analysis of SLAs and the service portfolio / service catalog.
Development of short-, medium-, and long-term measures to improve service quality.
Methods / Framework / Tools: CITRIX, Microsoft operating systems, Microsoft AD, Avaloq, ITIL, IT security

Sep 2006 - Oct 2006

2 months

Business Analyst

Bank

Feasibility study for the introduction of a new banking software.
The goal was a workaround or final solutions for data export from the banking application AVALOQ.
Methods / Framework / Tools: Microsoft operating systems (XP, Vista…), MS Office 2000 to 2007, Avaloq, ITIL

Jun 2006 - Jul 2006

2 months

Business Analyst

Software Company

Improvement of software asset management and permanent relief from routine tasks.
Creation of a project vision (business case) / a strategy paper to improve software asset management and licensing.
Methods / Framework / Tools: ISO 19770-1, TSCensus, ITIL

Mar 2006 - Apr 2006

2 months

Business Analyst

Service Company

Introduction of a tool-based IT asset and configuration management.
Process design (planning and execution of audits, asset identification, inventory management, asset control).
Consulting on licensing models / licensing.
Selection of inventory and management software via tender.
Support during implementation.
Methods / Framework / Tools: GASP, ITIL, Asset Works, IQuate, Centennial, HardCat, Kaseya VSA, CMDB, BPMN, RFP/RFQ

Oct 2005 - Dec 2005

3 months

Business Analyst

Telecommunications Company

Developed new internet-based telecommunications services.
Supported the execution of Quality Gates.
Methods / Framework / Tools: VoIP, NGN, SIP (Session Initiation Protocol), IMS (IP Multimedia Subsystem), TISPAN, RADIUS Server, WAN, IT Baseline Protection, ISO27001

Jul 2005 - Feb 2006

8 months

Business Development Manager

Startup

Set up an innovative digital business model for marketing contemporary art and exhibitions.
Conducted fact checks and profitability analysis.
Developed and implemented the financing concept.
Methods / Framework / Tools: Customer Development, Business Plan, Product and Business Model Innovation, Lean Startup

Jun 2005 - Aug 2005

3 months

Business Analyst

Logistics Company

Introduced a tool-based IT Asset / Configuration Management system.
Process design (planning and performing audits, asset identification, inventory management, asset control).
Consulted on licensing models.
Selected inventory and management software.
Supported implementation.
Methods / Framework / Tools: GASP, ITIL, Asset Works, IQuate, Centennial, HardCat, Kaseya VSA, CMDB

Jul 2003 - Mar 2005

1 year 9 months

Consultant / Project Manager

Airbus Defence & Space

Switched the VPN to a different access software and redesigned antivirus, personal firewall, and disk encryption.
Migrated about 6,000 clients from NT to XP and servers from Windows 2000 to 2003.
Upgraded existing applications and adapted them to the new system environment.
Created a VPN guide for the service desk and end users.
Trained staff on "Mobile User Security".
Trained service desk staff on "VPN Troubleshooting".
Contributed to the VPN and security concept.
Methods / Framework / Tools: 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, Symantec VPN (Raptor), WAN, Blackberry, Palm; IPsec, IT Baseline Protection, ISO27001

Jan 2003 - Apr 2003

4 months

Business Analyst

Various Clients (Software Vendors, Investment Firms…)

Introduced a tool-based IT Asset Management system.
Process design (planning and performing audits, asset identification, inventory management, asset control).
Advised on licensing models.
Selected inventory and management software.
Supported implementation.
Methods / Framework / Tools: GASP, ITIL, Asset Works, IQuate, Centennial, HardCat, Kaseya VSA, CMDB, BPMN, Visio

Oct 2002 - Dec 2002

3 months

Project Manager

Industrial Company

Integrate additional branches into the VPN.
Define project goals and milestones.
Plan the project (budget, resources, effort estimation, etc.).
Assemble the international project team and VPN field services.
Create and quality assure the technical concept.
Plan, design, and execute the tests.
Methods / Framework / Tools: COLLAX BUSINESS SERVER, WAN, AntiVir, Linux, IT Baseline Protection, ISO27001, TCP/IP, DHCP, DNS, IPSEC, MS Project

Jun 2002 - Jul 2002

2 months

Project Manager

University

Securely connect an external site to the central university data center and protect the network.
Advise on system selection.
Plan firewall deployment.
Advise on creating the rule set and integrating the firewall.
Provide instruction and training for system administrators.
Coordinate the local admin team and the data center team.
Methods / Framework / Tools: Astaro Firewall, Linux, Windows 2000, System evaluation, IT Baseline Protection, ISO27001, TCP/IP, DHCP, DNS, MS Project

Apr 2002 - May 2002

2 months

Consultant

Industrial Company

Secure the network against unauthorized access and set up a VPN for mobile users.
Advise on system selection.
Plan firewall deployment.
Advise on creating the rule set and integrating the firewall.
Provide instruction and training for system administrators.
Coordinate the local admin team.
Methods / Framework / Tools: Astaro Firewall, Linux, Windows 2000, IT Baseline Protection, ISO27001, WAN, TCP/IP, DHCP, DNS; IPSEC

Oct 2001 - Dec 2001

3 months

Project Manager

Industrial Company

Set up a digital communication infrastructure for mobile users and branches, including email traffic.
Plan and integrate a VPN infrastructure consisting of a gateway, firewall, and mail server.
Configure mail flow between the EXCHANGE server and the gateway mail server.
Methods / Framework / Tools: COLLAX BUSINESS SERVER, AntiVir, Linux, MS Exchange, Windows 2000, IT Baseline Protection, ISO27001, TCP/IP, DHCP, DNS, DSL, IPSEC, MS Project

Jun 2001 - Jun 2001

1 month

Consultant

Law Firm

Set up a digital communication infrastructure for mobile users, including email traffic.
VPN infrastructure consisting of a gateway, CISCO firewall, and mail server.
Methods / Framework / Tools: COLLAX BUSINESS SERVER, CISCO, Linux, IT Baseline Protection, ISO27001, TCP/IP, DHCP, DNS, DSL, WAN, MS Project

Jan 2001 - Dec 2001

1 year

Service Manager

Marketing Agency / Call Center

Assessment and optimization of the IT infrastructure (client standardization; backup plan).
Setup of service and support structures (incident and problem management).
Methods / Framework / Tools: Win2000, NT4, CISCO; Veritas Backup Exec, TCP/IP, DNS, DHCP, WhatsUp, ITIL, Prince2, MS Project

Aug 2000 - Dec 2000

5 months

Project Manager

Leisure Company

Development of an interactive online portal for providers and users of leisure services.
Methods / Framework / Tools: SQL, Access, HTML, ASP, MS Project

Jul 2000 - Aug 2000

2 months

Business Analyst

Children's Clinic

Digitization of all necessary data and information.
Integration of presentations into the website.
Creation of a digital archive of presentations and ultrasound images.
Methods / Framework / Tools: HP peripherals, Windows, Portfolio 5.0, Broadway video system

May 2000 - Jun 2000

2 months

Business Analyst

Medical Center for Prenatal Medicine

Digitization of all necessary data and information.
Integration of presentations into the website.
Creation of a digital archive of presentations and ultrasound images.
Methods / Framework / Tools: HP peripherals, Windows, Portfolio 5.0, Broadway video system

Jul 1999 - Dec 1999

6 months

Project Manager

Cooling and Air Conditioning Company

Digitization of cost center accounting.
Methods / Framework / Tools: SQL Server, MS Access, Excel, Training, PMI, MS Project

Jun 1999 - Jun 1999

1 month

Business Analyst

Medical Research Institute

Feasibility study for database migration from Access to a more performant system.
Analysis of the existing database application.
Development of migration options.
Cost-benefit analysis.
Methods / Framework / Tools: MS Access, SQL Server

Apr 1999 - Jun 1999

3 months

Project Manager

Construction Company

Redesign of the network during the rollout of new industry-specific software.
Assessment of the IT infrastructure.
Methods / Framework / Tools: NT4, Windows 9.x; TCP/IP, DNS, software evaluation, MS Office, PMI/PMBok, MS Project

Jan 1999 - Mar 1999

3 months

Project Manager

Construction Company

Expansion of the network due to staff growth.
Assessment and redesign.
Procurement and installation of cables and switches.
Methods / Framework / Tools: NT4, Windows 9.x; Novell, WhatsUp, PMI/PMBok, MS Project

Oct 1998 - Oct 1998

1 month

Project Manager

Leisure Company

Analysis of the IT infrastructure to identify weaknesses.
Performing a network audit.
Analysis of system configurations, cabling and data backup.
Methods / Framework / Tools: Novell, NT4, Windows 9x; WhatsUp, Prince 2, MS Project

Aug 1998 - Dec 1998

5 months

Project Manager

Wholesale Company

Expansion and redesign of the existing network.
Assessment and installation of additional components.
Training employees on the new environment.
Methods / Framework / Tools: NT4, Windows 9x; training / coaching, TCP/IP, DNS, DSL, WhatsUp, PRINCE2, MS Project

Jul 1998 - Jul 1998

1 month

Business Analyst

Furniture Wholesale / Purchasing Cooperative

Implemented an online ordering system for specialist dealers.
Integrated digital manufacturer catalogs into the ordering system.
Methods / Framework / Tools: eBusiness

Jun 1997 - Jun 1998

1 year 1 month

Project Manager

Real Estate Company

Optimized IT infrastructure.
Set up system support and service desk.
Assessed and installed necessary components.
Trained employees.
Methods / Framework / Tools: NT4, Windows 9x; MS Outlook, MS Exchange, TCP/IP, WhatsUp, ITIL, Prince2, MS Project

Jan 1997 - Jun 1997

6 months

Business Development Manager

IT Service Provider

Developed the business model and partner network for technical support.
Designed partner models.
Evaluated and selected suitable models and contract drafts.
Methods / Framework / Tools: Business Plan, Business Model Innovation

Jan 1993 - Dec 1996

4 years

Manager

Hardware Manufacturer

Established service desk and field service in Europe.
Methods / Framework / Tools: Windows 2003, XP, NT4, CISCO; training/coaching, DSL, TCP/IP, DNS, ITIL, NAS, Lotus Notes

Jan 1990 - Dec 1992

3 years

Project Manager

University Hospital / Medical Technology Manufacturer

Implemented an electronic patient record system for intensive care and anesthesia.
Digitized the patient care workflow.
Integrated monitoring parameters directly into the database.
Made medication available online at the bedside.
Methods / Framework / Tools: Oracle, patient monitors, PASCAL, MS Project

Skills

Leadership Experience (30 Years):

Establishing And Leading Service Organizations
Managing A Company
Team Size: 3 To 30 Employees; International And Virtual

Technical Focus Areas (32 Years):

Project Management (Prince2, Pmbok, Scrum)
Business And Customer Development
It Service Management / Process Management (Itil 3 / Itil 4)
It Security According To Iso 27001 And It Baseline Protection
It Asset & License Management According To Iso 19770 / Configuration Management
Quality Management (Six Sigma, Fmea, Kvp / Kaizen)
Application Development
It Architecture / Infrastructure

Pr / Marketing / Sales (25 Years):

Managing Editors
Writing Press Releases
Creating And Editing Company And Product Brochures
Translating Product Brochures, Manuals, And Websites From English To German And Editing Translations For Technical Accuracy
Preparing Proposals
Project Acquisition At Executive Level
Performance Presentations
Product Management

Industry Knowledge:

Healthcare / Medical Technology
Chemicals
Information Technology
Aerospace Engineering
Real Estate / Construction
Wholesale And Retail
Services
Manufacturing
Banking / Financial Services
Telecommunications
Public Sector
Media

It Skills (Products, Technology):

Process Management Tools: Aris, Innovator, Income Suite, Adonis, Bizagi
Service Management Tools: Bmc Remedy, Kaseya Virtual System Administrator, Supportworks, Intermapper Network Monitoring, Hp Service Manager, Servicenow, Usu, Ivanti, Freshworks
Software Management Tools: Gasp, Centennial, Hardcat, Assetworks, Netinstall, Ms Sms-server, Supportworks
Security Management Tools: Antivir, Astaro Firewall, Packetalarm Ids, Isms Secureaware, Devicewall, Trendmicro, Collax Business Server, Symantec
Databases: Access, Odbc, Oracle, Ms Sql, Zim, Mysql
Data Communication / Network: Ethernet, Fax, Internet / Intranet, Isdn, Iso/osi, Netbeui, Netbios, Novell, Router, Pc-anywhere, Smtp, Snmp, Tcp/ip, Windows Networking, Winsock, Ipsec, Dsl, Wan, Cisco, Microsoft Ad
Other Software: Ms Office (Word, Excel, Powerpoint, Photodraw, Publisher), Ms Visio, Ms Project, Ms Frontpage, Organice, Adobe Professional, Homesite, Crystal Reports, Intrexx, Lotus Notes, Jira, Confluence
Leanix – Architecture & Service Portfolio Management: Using Leanix To Visualize And Evaluate It Architectures, Service Portfolios, And Interface Models

Languages

German

Native

English

Advanced

Spanish

Elementary

French

Elementary

Education

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Diploma in Computer Science (FH) · Computer Science

Certifications & licenses

Accredited TMS (Team Management System) Trainer

Astaro Certified Engineer

Business Development Manager

RWTH Aachen

ITIL 4 Foundation Certificate in Service Management

Software Asset Manager

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