Office 365 & Microsoft Teams / Azure AD Technical Project Manager/Berater (MCSE, MCTS, ITIL v3, & PRINCE2)

10/2019 – 12/2019

 Conceptualize, design, and manage the implementation of Microsoft cloud collaboration technologies across several internal global workstreams
 Evaluate critical requirements, adjust cloud policies and other configurations that fulfill business objectives
 Project risk assessment and proactive risk-resolution management
 Serve as the interface between internal corporate IT, various stakeholders, and external project delivery team.
 Prepare all relevant User manuals and drive adoption of Microsoft Teams and Office 365 productivity suites
 Train all stream leads and assist in hands-on, 3rd level support activities like incident, problem, and change management processes

Enterprise project management (EPM)

7/2019 – 9/2019

 Plan, design and implement a coordinated multi-national change management process for Teams rollout, adoption of its WebEx similarities for fischer’s HQ and its subsidiaries worldwide (in 33 countries, spread across APAC, EMEA, North and South America).
 Lead and organize international communication strategy of Teams and its underpinnings’ rollout in collaboration with internal IT-infrastructure and service operation international teams.
 Assembled and developed an effective 74-man strong multi-cultural, international project implementation team
 Analyze Azure AD architecture design as it relates to Teams, test new options, and tailor or readjust solution to meet business requirements.
 Prepare all user guides/manuals for the new collaboration service and spearhead all training engagements as deem fit.
 Design and execute a vibrant multi-media training documentation, using Microsoft Stream, SharePoint, OneDrive, and other Office 365 services for content management for all users (in German and English).
 User account provisioning in an AAD/AD hybrid infrastructure and O365 license management.
Successfully delivered project goals and objectives weeks ahead of schedule.

Computer Engineering

4/2018 – 6/2019

 Work as service owner for Ms. Active Directory (on-prem & online) ITSM deliverables (SaaS and IaaS) management oversight
 Plan and oversee project requirements, feasibility, cloud governance design, dependencies and monitoring model
 Office 365 tenants Solution Architect - license management, coordination and monitoring the newly implemented Office 365 Suite and collaboration components (Exchange hybrid, Teams, OneDrive, SharePoint-Online, Yammer, etc.)
 Onsite technical engineers’ operation management as it involves O365 workstreams & HyperCare (rollout tech-support)
 Act as SPOC and interface between Business and external O365 mailbox migration project team
 Manage 13-man international team of O365 global country-coordinators, workstreams and 3-man central core-project team’s engagement (PMO activities)
 Establish metrics and benchmarks against industry best practices and promote a culture of continual Office 365 and Cloud IT Service improvement (ITIL standards)
 Share knowledge on ITSM theory and methodology with management, stakeholders, and technical teams
 Review performance of Service Desk activities and ensure Standard Operating Procedures (SOPs) are followed and resolutions documented and/or escalated according to defined SLAs
 Support stakeholders and answer their questions in relation to digital-workplace culture change and cloud service design
 Contributed in the design and implementation of Azure Active Directory security policies (ADFS, IAM, RBAC, & MFA)
 In conjunction with Microsoft, performed hands-on 3rd Level Support ticket resolution (Incident, Problem, Change, and Event Management) via ServiceNow, Remedy, Confluence and Jira.
 Azure Global Admin member responsible for administration and escalated Office 365 and Azure AD resources optimization and management

Architekturinformatik, Informatik

1/2017 – 6/2017

 Charged with coordinating all onsite support engineers’ operational activities at both Munich locations and various remote locations in Germany and EU regions.
 Played a central role in business requirements and design integration by acting as key interface between the business and technical engineers’ (5 local and 4 offshore, highly motivated engineers, along with central Service-Line) support teams, in alignment with various process-owners and onsite Infrastructure managers.
 Lead weekly support-ticketing reviews, managing SLAs and KPIs to improve incident and problem resolution timeline thereby improving the business IT Service Management set metrics.
 Designed an effective communication strategy between EU’s and North America’s OS-imaging and support teams for a streamlined new PC deployment for VIPs and high-level stakeholders
 Served as EU Project team lead for Office 365 rollout activities, including pre- and post-deployment incident, problem lifecycle engagements, and as the point of escalation for process managers, analysts, and customer service requests.
 As a team player, I also worked hands-on in incident, problem, and hardware lifecycle management; while monitoring and gathering reports of all IT Service management deliverables for the CMDB record.
 Data-center management via Smart-hands tasks, verify infrastructural configuration details (racking/network patch, power, cabling etc.) for hardware install, tech refresh, and/or decommissioning.
 Maintain inventory and hardware supply chain management from local vendors in collaboration with business process owners.
 Manage IT induction training by onsite-engineers for New-Starters and hardware reclaim processes from Leavers.
 Manage the business process to execute smart hand operations onsite or as requested by remote GSK support engineers or third-party engineers according to ITIL/ITSM regulated standards.
 Mobile device management (i.e. iPhone/iPads) and device lifecycle management in liaison with external service providers.

Informatik

1/2016 – 12/2016

• Durchführung von technischen Bewertungen für Angebote und Ausschreibungen unter Verwendung interner ERP-Dienstprogramme.
• Definition der Hardware-Klassifizierung und der zugehörigen Spezifikationen; Ausführung der technischen Prüfungen von Ausschreibungen.
• Durchführung der UBIS Hardware-Bewertung und Zertifizierung - in Zusammenarbeit mit den wichtigsten Herstellern (Microsoft, Lenovo, Fujitsu, Toshiba, HP und Dell).
• Regelmäßige Bewertung der lieferbaren Technologien.
• Hardware-Treiber-Integration, Pre-Release-Tests und automatisierte Freigabe / Patches Verteilung.
• 3rd Level Technische Unterstützung und Tier-3-Schulung (vor Ort und Remote).
• Koordinierung von Sub-Projektmanagement und Validierung der Projektdurchführung.
• Incident- und Problem-Management über BMC-Remedy / HP Service Manager Tools.
• Unterstützung des globalen Teams durch Erstellung von technischen Dokumentationen und komplexen Enterprise-Topologie-Design mit Microsoft Visio.
• Lexmark und Samsung Drucker (Enterprise MFPs) Support und Lifecycle Management
• Hardwarebewertung und Zertifizierung nach UBIS-definierten Standards (Portfolio Management, Technologie- und Lieferantenbeurteilung, mit Fertigstellung der Produktstabilität).
• Regelmäßige Bewertung der lieferbaren Technologien und Empfehlungen für das globale Sourcing-Team für ein optimales Ressourcenmanagement

ITIL

5/2015 – 10/2015

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, Cell phones, Tablets, and LAN cable drops.
• Troubleshooting and resolving software issues; reimaging computers/hard drives.
• IMACD function including installation and decommission of Computers, Printers, etc.
• Backing up and restoring settings and associated systems administration activities.
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Remedy ticketing system to track tickets and provide up-to-date status and information (ITIL v3 standards).
• Move equipment associated with escalated help desk incidents and service requests.
• Performing asset inventory activities as needed.
• Train and mentor staff (including VIPs) on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure proper Maintenance.
• Works with procurement staff to purchase hardware and software.
• Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisite.
• Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.
• Periodic travels to other Freescale EMEA locations to perform similar or other befitting duties and services.

Hardware-Design, ITIL, Testen, BASIC (Beginner’s All-purpose Symbolic Instruction Code), 2nd & 3rd Level Support, IT-Support (allg.), Telekommunikation / Netzwerke (allg.), Lokale Netzwerke, Schulung / Training (IT), Schreiben von Dokumentation, Schauspieler, Dienstleistung (allg.), Beschaffungsmanagement, Handel, Logistik (Allg.)

10/2014 – 11/2014

• Mac OSX Yosemite test, rollout und Patch Aktualisierung.
• Einrichtung, Konfiguration, Aktualisierung und Verwaltung von Mac OS, Windows 7, 8.1
• Ms. Outlook/Exchange 2013 und Lync Mac User Support.
• Erstellung und Unterstützung von Active Directory-Konten (Benutzer & Computer)
• Proaktive Überwachung von Client-Rechnern, Server, Anwendungen, Peripheriegeräten und Dienstleistungen unter Verwendung einer Kombination von Werkzeugen, um eine hohe Verfügbarkeit zu gewährleisten.
• Wartung von Netzwerk-Zugang, Sicherheit, Software-Installation und Systemdokumentation.

Incident-Management, Service Management, McAfee (allg.), Symantec, IT Sicherheit (allg.), Firewalls, OSX, Windows Server 2012, Windows Server 2008, Windows 8, Windows 7, iOS, Microsoft SharePoint Server, Microsoft Lync Server, Microsoft Exchange, Active Directory, IT-Support (allg.), Rollout Techniker, Anwendungsadministration, Konfiguration, SMTP, TCP / IP, WLAN (Wireless Local Area Network), VPN, Ethernet, Lokale Netzwerke, Arbeitsstatione, Rollout

11/2013 – 12/2014

• Unterstützung der weltweiten Abteilung Qualitätsmanagement in der Datenbericht-Verarbeitung durch Excel (Macros und VB) in einer Microsoft SharePoint-Umgebung.
• Design und Implementierung automatisierter Berichte / Betriebsprozesse mit Custom SharePoint Designer Workflows.
• Anwender-Support

Data Mining, Windows 7, Vbscript, IT-Support (allg.), Vmware Vsphere, Vmware ESX Server, Virtualisierung (Allg.), Workflows, Automatisierungstechnik (allg.)

8/2013 – 10/2013

• IT Infrastruktur und Technische Dokumentation
• IT Prozesse Auswertung und Projektentwicklung Präsentation
• Planen und design ITIL- konform IT Service Support Prozesse
• Projekt Präsentation

Incident-Management, ITIL, Service Management, Windows Server (allg.), Windows 7, IT Service Management (ITSM), Microsoft SharePoint Server, IT-Support (allg.), Systems Engineering

9/2012 – 1/2013

• Active Directory Architektur Betreuung
• Lync Server und Klienten (PCs/Handys) Unterstützung
• Hardware Kaufempfehlung, IT Inventur und Gebäudeverwaltung
• Datensicherung, IT Infrastruktur Dokumentation und Leistungssteigerung
• Niederlassungen Servers und Hyper-V Umfeldanalyse und Unterstützung
• VPN Management und Administration und Pflege der MS-Exchange-Umgebung
• Überwachung und Bereitstellung von Remote-Druckerunterstützung in einer Microsoft Terminal Server Umgebung.
• HP-und Dell-Netzwerkdrucker Installation / Konfiguration (über Universal Print Treiber) in allen fünf Filialen des Unternehmens.

SQL, Computer Engineering, Incident-Management, Netzwerk-Sicherheit, Firewalls, Sophos Firewalls, Windows XP, Windows Server 2008, Windows Server (allg.), Windows 7, Release-Management, Microsoft SharePoint Server, Microsoft Lync Server, Microsoft Exchange, Server-Monitoring, Active Directory, 2nd & 3rd Level Support, Systemmigration, Iscsi, Router / Gateways, Storage, SAN / NAS, Back up / Recovery, System Architektur, SMTP, Router, TCP / IP, Hyper-V, Unternehmensberatung

10/2009 – 6/2010

• Fehleranalyse bei Rechnerproblemen
• Wartung und Reparatur von Druckern, Scannern und Kopierern
• Windows 7 Roll-Out & Systemintegration.
• Regelmäßige Software-Updates und Hardware-Wartung.
• Installation und Konfiguration von Software-Umgebungen
• Diagnose und Behebung Peripheriegeräte und Netzwerkverbindungen.

Netzwerk-Sicherheit, ESET (allg.), OSX, Windows XP, Microsoft Windows Mobile, Windows 7, Release-Management, 2nd & 3rd Level Support, Rollout Techniker, Anwendungsadministration, Konfiguration, System Analyse, TCP / IP, Schulung / Training (IT)

4/2006 – 6/2009

• Software und kundenspezifische Applikations-Support.
• Clients PCs Upgrade - von Windows XP auf Vista.
• Wireless-LAN-Setup (SoHo) und Konfiguration von Funk-Drucker.
• Proaktive Security Überwachung: Anti-Virus und Firewalls
• Installation und Konfiguration von Hard- und Software-Umgebungen
• Lösungsentwurf für Systemarchitektur (Erfüllung der Kanzlei-Anforderungen)
• Drucker-Hardware-Bewertung, Netzwerkdruck Implementierung und Bereitstellung.
• Management von System-Komponenten nach Bedarf (Router & Access Points).
• Primärer technischer Ansprechpartner für die Kanzlei in Beziehung mit IT-Anbietern.

Microsoft SQL-Server (MS SQL), Microsoft Access, Computer Engineering, Incident-Management, Netzwerk-Sicherheit, Norton (allg.), Kaspersky (allg.), Ipsec, Firewalls, Windows XP, Windows Vista, Release-Management, Rollout Techniker, SAN / NAS, Lokale Netzwerke

2/2005 – 8/2005

• Windows XP Resources Administration in einem kommerziellen Internet-Café.
• Installation und Konfiguration von Hard- und Software-Umgebungen
• Umfassendes Qualitätsmanagement und Kundenunterstützung.
• Internetdienstleister Produkt-Marketing.

Computer Engineering, Symantec (allg.), Netzwerk-Sicherheit, IT Sicherheit (allg.), Windows XP, Projektassistenz (IT), Portfolio-Optimierung

3/2002 – 11/2004

• Projektplanung und –Überwachung.
• Präsentation der Projektvorschläge.
• V-SAT Installation / Koordination der Bereitstellung.
• Analyse von Vor-Ort-Anforderungen für die System-Architektur.

Service Management, Windows XP, Projektleitung / Teamleitung (IT), Router / Gateways