Trust through experience and successful projects
I realize practical solutions with measurable added value – by combining agile project management, IT service management, CRM, process optimization, information security and artificial intelligence (AI).
Selected projects and achievements
01- Digitization & Centralization of Complaint Management with ServiceNow
Centralization and digital mapping of the complaint process with links to order, incident, problem and change management.
My roleIT consultant
Concept development. Coordination between departments. Agile implementation. Training. Quality assurance. Evaluation. Customer satisfaction.
Result / Added Value
Central transparency. Fast processing. Clear escalation. Measurable customer satisfaction. Improved service quality.
02- IT Asset Management & CMDB in an international IT organization
Establishment of a central IT asset and configuration management system, including license management and cost transparency.
My roleIT Manager
Concept development. Process design. Implementation. Training. Quality assurance. Cost management.
Result / Added Value
Central IT transparency. Transparent license and cost management. Optimized IT lifecycle.
03- CRM process optimization
Analysis and optimization of CRM processes with the aim of simplifying workflows, increasing transparency and improving collaboration between departments and IT.
My roleIT consultant
Process analysis. Requirements management. Conceptual design. Interdepartmental coordination. Process optimization. Implementation. Quality assurance.
Result / Added Value
Optimized CRM processes. Clear structures. Improved transparency. More efficient workflows. Better collaboration between business departments and IT.
04- Introduction & Implementation of an Information Security Management System (ISMS)
Focus:
ISMS · Information Security · Risk Analysis · Security Audits · Security Incidents
My roleIT consultant
Risk analysis · Concept development · Coordination · Implementation
Result / Added Value
Structured ISMS. Assessed security risks. Established safeguards. Defined processes for security incidents and audits. Continuous improvement of information security.
05- Automation of Major Incidents with n8n
Automation and standardization of processes in major incident management for faster processing and better follow-up.
My roleIT consultant
Concept development. Coordination between departments. Workflow design. Implementation. Quality assurance. Evaluation.
Result / Added Value