Kennis, opleidingen en ervaring:

Opleiding: HBO/ HTS

Stages en werkervaring: 2013-present IT Local Support Analyst, DLA Piper:
Local and global projects (travelling)
„Ï Serve as the second point of contact for all incidents, problems, and service requests (after colleagues contacted Servicedesk Leeds)
„Ï IT Support (onsite and remote), when needed and wanted, also abroad)
„Ï Creating user accounts (AD, MFP etc.)
„Ï Creating user accounts (Lync)
„Ï Creating user accounts (Cisco, CUCM)
„Ï Creating user accounts (peterConnects)
„Ï CMDB
„Ï Meet the agreed service levels as defined in SLA
„Ï Making descriptions, work instructions and procedures
„Ï Responsible for Backup
„Ï Managing mobile contracts
„Ï Managing MFP¡¦s contracts
„Ï Ordering hard and software
„Ï Installation software/hardware (images and SCCM)
„Ï Hard/software troubleshooting, pc¡¦s, laptops (DELL), smartphones,Office, Adobe, Lync, Worksite, Citrix etc.
„Ï Smart and mobile phones (IOS, Android, Blackberry and Windows phone)
„Ï Attending management and team meetings
„Ï Setting up Video conference meetings (Cisco)

2012-2013: IT System Support, Euroflorist Europe BV:
„Ï IT Budget CE
„Ï Compliance Scoring
„Ï Local and global projects (travelling)
„Ï Serve as the first point of contact for all incidents, problems, and service requests
„Ï IT Support (local and remote: local, colleagues abroad)
„Ï Creating user accounts (AD, MFP etc.)
„Ï Creating user accounts (Navision)
„Ï ADMIN for Matrix and COS
„Ï CMDB
„Ï Meet the agreed service levels as defined in SLA
„Ï Incident/problem manager
„Ï Making descriptions, work instructions and procedures
„Ï Responsible for Backup
„Ï Managing mobile contracts
„Ï Managing MFP¡¦s contracts
„Ï Ordering hard and software
„Ï Installation software/hardware (via images) and install/upgrade servers/applications
„Ï Hard/software troubleshooting, pc¡¦s, laptops, smartphones,Office, Adobe, Navision, Citrix etc.
„Ï Installation printers/MFP¡¦s
„Ï Managing PABX (AVAYA)
„Ï Managing Contact Center Express/Reporting and CMS Supervisor
„Ï Smart and mobile phones
„Ï Attending management and team meetings
„Ï Setting up Video conference meetings (Skiptrip)

2010-2012: IT Support Analyst, Norgine BV:
„Ï IT Budget Netherlands
„Ï Compliance Scoring
„Ï Local and global projects (travelling)
„Ï Serve as the first point of contact for all incidents, problems, and service requests
„Ï IT Support (local and remote: local, REPS colleagues abroad)
„Ï CMDB
„Ï Meet the agreed service levels as defined in SLA
„Ï Incident/problem manager
„Ï Making descriptions, work instructions and procedures
„Ï Responsible for daily Backup
„Ï Managing mobile contracts
„Ï Managing MFP¡¦s contracts
„Ï Ordering hard and software
„Ï Installation software/hardware (via images) and install/upgrade servers/applications
„Ï Hard/software troubleshooting, pc¡¦s, laptops, (smart)phones,Office, Adobe, JD Edwards etc.
„Ï Installation printers/MFP¡¦s
„Ï PABX (Alcatel) and VOIP (AVAYA)
„Ï Smart and mobile phones
„Ï Attending meetings
„Ï Setting up Video conference meetings (Polycom)

2007-2010: Teamlead Service desk, Accenture (Project Buma / Stemra)
„Ï Serve as the first point of contact for all incidents, problems, and service requests
„Ï Meet the agreed service levels as defined in SLA
„Ï Measure and monitor work requests to ensure they are delivered on time and within budget (if for a project) and they meet or exceed expectations.
„Ï Ensure the service desk staff provides timely feedback to the customer
„Ï Responsible for daily management of the team members
„Ï Single point of contact for Mercury ITG application management. Responsible for Mercury ITG Tool (settings, knowledge build-up, functionality, etc)
„Ï Ensure the unit meets the agreed-upon service levels, measuring service performance and recommending actions necessary to respond to problems or improve service
„Ï Ensures that organizational quality standards are applied within the teams
„Ï Manages team members¡¦ development, provides appraisals and ensures trainings plans are in place
„Ï Define team member roles and expectations, and ensure timely feedback
„Ï Agree (minimal) 2 project evaluations with the team members per year

2004-2007: Coordinator Service desk Buma /Stemra
Coordinating Service desk
2002-2003: Security manager, Buma /Stemra
Responsible for the security of the Buma / Stemra network

1999-2002: Network Administrator, Buma /Stemra
Administrating Buma / Stemra network

1998-1999: Service desk employee, Buma / Stemra
Solving incidents, installing hard en software

1997-1998: Telesales employee, KPN Telecom
Selling PABX systems and services to SMEs

1997: Customs officer, Tax and Customs Administration
Travelers check and if necessary, fine and make an official report

Opleidingen en cursussen: 2013: Windows Server 2008
2011: Windows 7 Desktop Support Technician
2004: Service desk skills, Brunel
2004: Backup Course, Computer Associates
2001: Security Management, ISIT
2001: Communication skills, Brunel
1998: Novell Advanced Administration, Computrain
1996: BOA, Tax and Customs Administration
1994: Wholesale Account Manager Automation, Nibo
1992: Logistics Management, SICA

Education
1980-1988: VWO

Overige informatie:

Rijbewijs: B,E

Eigen vervoer: Nee

Persoonlijke eigenschappen: Behulpzaam, analytisch, flexibel, collegiaal, enthousiast, pro-actief, doortastend en altijd positief.

Hobby's en interesses:

Gewenste contractvorm: Fulltime