| Work Experience |
| 01/2014 - now |
Subject Matter Expert at IBM |
- Subject Matter Expert for Backups for a company using HP Dataprotector:
- Registering and handling incoming support requests (ITIL) by email as second and third level
- planning and informing and updating customer and IBM teams of service outages
- creating and maintaining work flow schedules
- creating manuals and passing on this knowledge to the team
- creating and maintaining and restoring of backups within the SLA. |
| | Achievements:
- Creating and improving manuals for our team
- creation of new and improved processes |
| 01/2014 - now |
TSA at IBM |
- Technical Support Agent B2B:
- Registering and handling incoming support requests (ITIL) by phone and email for first and second level support for a leading chemical company
- We supported Windows 7 and the migration from Windows Xp to Windows 7 through secure Cisco and AT&T connections, Mainframe, SAP, Windows Office 2003 and 2007, livemeeting, applications, Windows Xp, Windows7, VAX |
| | Achievements:
Creating and improving manuals for the Dutch/Belgium Helpdesk team |
| 05/2011 - 12/2013 |
TSA at IBM |
Technical Support Agent B2B:
- Registering and handling incoming support requests (ITIL) by phone and email for first and second level support for a leading chemical company
- We supported Windows Vista and the migration from Windows Xp to Windows Vista through secure Cisco and AT&T connections
Mainframe, SAP, Windows Office 2003 and 2007, livemeeting, applications, Windows Xp, Windows7, VAX |
| | Achievements:
Creating and improving manuals for the Dutch/Belgium Helpdesk team
Winner |
| | reason for departure:
Project was moved to South Africa despite client satisfaction of over 92% |
| 01/2011 - 05/2011 |
TSA at IBM |
Technical Support Agent B2B: First level support by email and phone and connecting through secure connections to clusters (Window Server)and additional hardware.
Support for clusters and additional hardware that was placed with car dealers from a leading car manufacturing company in Germany
|
| | Achievements:
Creating and improving manuals for the Dutch/Belgium Helpdesk team |
| | reason for departure:
Two-folded: The Helpdesk was being phased out to Rumenia and due to my skills and knowledge about Windows migrations I was asked to support another team at IBM |
| 12/2009 - 08/2010 |
TSA at HP |
Technical Support Agent B2B: First level support through secure connections for Win2K, WinXP, migration to Windows Vista, SAP, Cisco VPN, Lotus Notes, Outlook and a hundred other office applications |
| | Achievements:
Creating and improving manuals for the Dutch/Belgium Helpdesk team
Winner of May 2010 competition at Total Helpdesk: Best TSA agent
|
| | reason for departure:pregnancy of my wife |
| 10/2007 - 02/2008 |
Skype Customer Support |
department connection problems German, English and Dutch |
| | Achievements: being a member of #nlnog allowed me to pinpoint network problems on the Internet prior to the official channels, resulting in faster sollutions for network issues |
| | reason for departure: bought house, and with the take over by EBay it was no longer possible to work from house |
| 8/2006 - 3/2007 |
Lycos Europe |
customer support
|
| | Achievements: writing the first technical manual for that Helpdesk |
| 12/2007 - 12/2009 |
Entrepreneur |
Translating websites and website design and development (LAMP, W3C, SEO) |
| | Achievements: http://www.dentalimpex.nl http://swchq.co.uk http://www.cheyas.com http://vindcreatieven.nl/ etc... |
| 10/2001 - 02/2005 |
Next Element BV |
IT specialist and 1st, 2nd, 3rd line customer support 24/7 (phone and email)
- repairing servers (hardware) network maintenance
- upgrading core routers
- peering
- LIR-member (SH1150-RIPE) |
| | Achievements: increasing number of peerings by 800% and bringing down upstream cost by 72%
|
| | Achievements: hand in first apprehension of Holland's biggest spammer |