Freelance Incident manager
From 27/11 - till now
In this role, I serve as an Incident Coordinator, (via Enzotech)overseeing the end-to-end incident process and ensuring team accountability in line with SLAs. My responsibilities include:
Developing and implementing the incident process, ensuring timely and accurate communication with end users and stakeholders.
Proposing process optimizations and contributing to the enhancement of the Central Asset/Application Database in the ITSM tool.
Prioritizing and assigning reports based on impact and disruption, adhering to agreed SLAs.
Facilitating the Incident Process script, coordinating technical and management war rooms as needed.
Monitoring problem resolution post-incident and supervising Service Desk agents to ensure optimal report intake.
Analyzing recurring incidents to address underlying problems and continually optimizing the major incident process.
Coaching colleagues on the importance of proactive action and emphasizing the value of the major incident process to both internal and external customers.
Reporting on lead times, trends, and incident-related data, including urgent or high-priority incidents, with proposals for improvement based on analysis.
Freelance IT Service improvement
From 01/06/2023 till 25/11/2023
At DP World in Antwerp, I was responsible for the service improvement of the IT Service desk.
Analyzing and optimizing current processes and procedures.
Finding gaps and propose improvements in the operational processes. (ITIL)
Optimizing tooling (Manage Engine) and reporting
Freelance IT Service Desk Manager
From 10/04/2021 till 31/05/2023
At Clinic St Jean in Brussels, I am responsible for the general operations of the IT Service desk and infra team that handles incidents, service requests, problems and changes.
Implementing and improving Processes and procedures following ITIL guidelines.
- Incident management
- Problem management
- Change management
Reporting and optimizing ITSML tools
Freelance IT Service management Lead
From 01/05/2020 till 09/04/2021
At NN Non-Life Insurance Belgium, I was 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.
Topdesk, HP Service Now
Freelance IT Change Manager
From 1/5/2019 till 01/05/2020
I was responsible for the IT change process and follow-up and coordination of IT related changes within the IT Infrastructure dept. for several customers like
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.
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.
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.
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
From 05/1998 - 09/2000
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
Responsible for purchasing
Responsible technical stage equipment