Stefan Ooms

Experience

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  Demon Broadband

  Jun 2001 - Jul 2008

  At Demon Internet I fulfilled several roles. As a backline support engineer I supported the frontline agents by providing trainings- and coaching sessions. Furthermore it was my responsibility to identify and to solve any issues regarding the call center. As a corporate support engineer at Demon internet I was the first point of contact for all kind of incidents and failures related to leased-lines, co-locations, VPN solutions, DSL, e-mail and websites. As a frontline support engineer I was the first point of contact for customers with incidents and failures related to their DSL and dial-up connections, e-mail and websites.

  • Backline support engineer

    Jun 2006 - Jul 2008

  • Corporate support engineer

    Oct 2001 - Jun 2006

  • Frontline support engineer

    Jun 2001 - Oct 2001
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  Online

  Jul 2008 - Jul 2009

  Service Delivery Manager

  In my role as service delivery manager at Online Breedband I was responsible for processing and monitoring the incoming DSL business orders in order to meet the required KPI’s. Therefore I was in close contact with several different Telecom providers and installation companies to ensure that the service is being delivered against contractual obligation. Furthermore it was my task to manage the customer escalations and to maintain the customers satisfaction.

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  Equinix Netherlands

  Oct 2010 - Aug 2014

  Servicedesk administrator

  In my role as a servicedesk administrator at the Equinix datacenter I was the first point of contact for our national and international customers and responsible for the process of the incoming orders. The core business was to maintain the customers satisfaction and to meet the required quality and performance of the service being delivered. In cooperation with sales and project management I was closely involved in the completion of new customers and responsible for managing and supporting the operational departments and therefore responsible to meet the required SLA compliance. Furthermore I was the owner of several processes within the service desk such as incident management, critical maintenance and the SLA process. I also was closely involved with a number of projects like the implementation of the global customer portal and the transition of the service desk Netherlands to Frankfurt. Show less

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  Equinix EMEA

  Sept 2015 - Sept 2019

  Customer service manager
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  Equinix (Netherlands)

  Sept 2019 - now

  Project Manager Infrastructure Services