Product and Projekt Management

In my role as a Service Desk Analyst, I ensured seamless experiences for over 1000 employees across Europe during diverse software and hardware rollouts. Through meticulous coordination and execution, disruptions to the daily work routines were successfully prevented. I actively contributed to project success by mapping internal processes and seamlessly integrating them into the Ivanti ticket system, enhancing overall efficiency and alignment with project objectives.

Key Responsibilities and Achievements:

• Process Optimization: Enhanced SLAs and First Call Resolution by analyzing and optimizing helpdesk processes and workflows.
• IT Service Management Implementation: Successfully integrated internal workflows into the ITIL-based ITSM system Ivanti, ensuring compliance. Conducted User Acceptance Testing (UAT) for new features and guided users in adopting the Self-Service Portal.
• Risk Mitigation: Proactively identified migration risks and developed effective solutions, preventing potential challenges.
• Leasing-Driven Rollout: Demonstrated organizational and implementation planning skills in executing a hardware rollout prompted by leasing requirements.
• Software Migration: Played a pivotal role in migrating software systems, incorporating the transition to cloud-based solutions like M365, showcasing proficiency in managing intricate IT projects.
• User Support and Knowledge Management: Ensured seamless transitions during various rollouts and migrations by providing continuous user support. Additionally, significantly contributed to knowledge management by creating detailed step-by-step user guides, leading to reduced SLA times and enhanced user proficiency.

Knowledge and Tools: ITIL, Project Planning, Process Optimization, Ivanti, SCCM, UAT, Knowledge Management, Cloud Solutions, Microsoft Ecosystem

As a Project Management Assistant at iteratec GmbH, I led the organization and project management of the Students Lab (SLAB), guiding a dynamic team of 25 students through various software development projects. Embracing an agile approach, I served as Scrum Master, facilitating regular Scrum meetings to foster collaboration, streamline communication, and enable iterative development cycles. This not only ensured the overall success of the initiatives but also provided invaluable experience for the students, proving beneficial when they joined the company as fresh graduates.

Key Responsibilities and Achievements:

• Requirements Management: Led the gathering and evaluation of software requirements for internal projects, ensuring a clear understanding of project goals.
• Scrum Facilitation: Successfully facilitated Scrum meetings, fostering collaboration and effective communication among team members.
• Mentorship Coordination: Paired students with mentors to optimize learning experiences and project outcomes.
• Knowledge Management: Implemented robust knowledge management practices using Confluence, ensuring comprehensive project documentation for future reference.
• Jira Expertise: Evaluated Jira tickets, utilizing expertise in Jira to enhance project tracking and efficiency.
• Visual Dashboards: Created visual dashboards to provide real-time insights into project status and development progress.

Knowledge and Tools: Project Management, Scrum, Requirements Engineering, Jira, Confluence

As a QA Specialist at the FinTech Startup Paymill, I worked in a cross-functional team distributed between Munich, Leipzig, and Sofia, actively contributing to the development of an online payment service platform for small merchants. To support the agile environment we operated within, I took over some Scrum Master tasks due to the lack of such a dedicated role in the company. This proactive engagement contributed to improved team efficiency, better communication, and successful project outcomes.

Key Responsibilities and Achievements:

• User Stories and Sprint Planning: Collaborated closely with the Product Owner to refine user stories during Product Backlog Refinement, contributing to efficient sprint planning. Participated in the estimation of user stories, task creation, and sprint planning to align with project timelines.
• Acceptance Criteria and DoD: Defined clear acceptance criteria and the Definition of Done (DoD) to reflect stakeholders’ expectations and completion standards.
• Automated Testing: Mapped user stories to Gherkin-based test scenarios and executed automated system tests in Ruby using Cucumber, following the agile Behaviour-Driven Development (BDD) methodology.
• API and Manual Testing: Conducted API testing using Postman and performed hands-on manual testing for seamless integration with external applications, ensuring robust functionality.
• Critical Bug Detection:
  1.  PayPal Integration Release: In the final stages before the PayPal integration release, my manual testing revealed the sudden disappearance of the PayPal menu from our platform's GUI. Swift action ensured the bug was promptly fixed, guaranteeing an on-time release.
  2. Transaction Metrics Calculation: While testing API requests during the redesign of the transaction dashboard, I detected inaccuracies in the metrics. Delving into the database, I unearthed a design flaw and identified issues with table relations, pinpointing the root cause of incorrect transaction metric calculations.

Knowledge and Tools: Ruby, Postman, Cucumber, Jira, Confluence, Scrum, Kanban, PHP, Jenkins