I am an enthusiastic Senior Consultant and ICT Business Analyst with a Master's degree in Mechatronical Engineering from the University of Applied Sciences - Frankfurt and over 20+ years experience in providing Customer Service Excellence. An ITIL certified IT Professional with huge experience in Global Program, Project Management and Analytical Skills.I am Proactive team player adept at identifying and implementing customer service solutions, operational enhancements and facilitating the flow of critical information with a connection to the underlying technology. Specialization in Project Management, Business Analysis, Customer Service and Strategy with a dedication to exceeding goals in accountability and client satisfaction.Specialties:Project Management (Prince 2 certified/ PM / Agile methology)Testing (QTP, Quality Center, Regression Testing, Automation, Designing Test Cases, User Acceptance Testing)An IT Professional skilled in IT Service Management, People / Team Leadership, ITIL (Incident, Change, Release, Configuration, Availability, Capacity, Problem & Request Management and Service Level Management), SLA/OLA, IT-Service-Reporting, Processdesign, Service Support, ITIL Service Delivery, ITIL - ICT InfrastructureService NowProcessmanagement in Banking and Insurance, Banking Process analysis, Business Analysis Mainframe IKV, RMS, IKV, Host - Mainframe, SCLM, KVS, Deployment Management Host, Z/OS, Cobol, CICS, JCL, SQLJIRA Management | JIRA Development | Confluence | GCM | Maestro TWS