PROJECTS

Freelance IT Service management

From 01/05/2020 till now, my current project.

At NN Non-Life Insurance Belgium, I am responsible for the development and implementation of different ITIL processes, such as Incident management, problem management, release management etc.
Setting up processes, procedures, reporting and work instructions. Governing incident management, maintain relations with business and external providers/partners.
Provide training on the processes and tools, coaching of new team members.
 

Tools used:
Topdesk, HP Service Now

Freelance IT Change Manager

From 1/5/2019 till 01/05/2020

I am responsible for the IT change process and follow-up and coordination of IT related changes within the IT Infrastructure dept. for several customers like

  • Engie

  • Boerenbond

  • Ilomar

  • Skeyes

Guiding our customers through the IT change management process based on ITIL (best practice).
Chairman of the CAB . Approver of IT related changes. Owner of the change mgt. process.
Back up for Incident management, coordination of major incidents.

Tools used:
HP Service Center (Octopus), Heat, Morpheus

IT Change Manager

From 1/10/2013 till 1/5/2019
I was responsible for the IT change process and follow-up of the implementation of all IT related changes within the IT Infrastructure dept. at NN Life Insurance Belgium.
I started here as a freelancer for Elmos and afterwards became an employee of NN.

My responsibilities:
 

  • Guiding service leaders (change owners) through the IT change management process based on ITIL.

  • Chairman of the CAB. Approver of IT related changes. Owner of the change mgt. process.

  • Responsible for the change management process and all process documentation and work instructions.

  • SPOC for IT change management for NN Belgium. In control of the change management process.

  • Coordination of all releases, in close corporation with the release team.

  • Follow up, reporting, liaison for our suppliers.


To ensure the right quality of services, I worked closely with the incident manager, problem manager, release manager, service manager and service delivery manager.
Agile way of working in corporation with the different scrum teams.

Tools used: HP Service Center, SNOW, Topdesk, USD, Atlassian.

Back up role for: Configuration manager/ Service manager

Incident manager, coordination of major incidents.

Service Desk Manager

From 1/9/2012 - 1/9/2013

I was Responsible for the IT Service Desk EU.
Managing a team of 1st line support engineers, desktop support analysts and on-site support engineers.
Following the ITIL guidelines and improving services towards our customers.
Optimizing service desk processes and procedures: incident and problem management.
My team provided software and hardware support towards our internal customers in Belgium and The Netherlands.

Incident & Problem Manager

From 1/6/2007 - 01/09/2012
 

  • Coordination and follow up of incidents & problems, managed by the helpdesk.

  • Chairman of daily incident and problem meetings

  • Incident coordinator in case of severe incidents

  • Optimizing and improving processes, incident management, and problem management following the best practice ITIL/Cobit guidelines. (Using reporting tools, KPI’s), I was owner of the process.

  • Complaint handling of customers, follow up, contact customers and other business units in order to achieve the best solution.

  • Project management of different projects within the service desk environment


Back up Release and Change manager:

  • Coordinate weekly changes and releases within the ICT environment.

  • Communication, in case of problems, changes with possible impact towards customers

  • Customer satisfaction follow up

  • Maintaining up-to-date information on the intranet, pages of IT Service desk, using Sharepoint.

  • Implementation and follow up of SLA’s and service management procedures.

ITSM Consultant

From 1/9/2000 - 01/06/2007
 

As IT Consultant , I have been working for CTG on different projects with several clients.
 

  • Procter & Gamble: 3rd line SAP Support

  • Toyota Motor Marketing Europe: Helpdesk support Teamleader

  • Tibotec (group Jansen Pharmaceutica) Database administrator

  • Jansen Pharmaceutica: CMDB coördinator

  • KBC Bank & Insurance: Migration to Windows XP, Functional Analist

  • Fortis Bank: Migration to Windows XP, Release Coördinator

Customer support representative
  • Giving support to end users of EDS (currently HP) at the RMC (Request Management Center)

  • Supporting products like, Windows/Office/Hardware/Printers/ SAP

  • General Motors GM Drive, support to General Motors Dealerships

  • Provide training to end users

  • Back-up team leader

Chief of entertainment

01/04/1989 - 01/05/1998

Responsible for the entertainment and show programmes in the different hotels of the spanish Hotel company Iberostar, working in Spain on Mallorca, Lanzarote, Gran Canaria.
 

  • Responsible for teams from 4-18 persons

  • Team Coaching

  • Preparing/giving training

  • Responsible for purchasing

  • Responsible technical stage equipment

  • Recruitment

  • Acting/performing​

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