Eric Klaver

Experience

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  Lucent Technologies

  Aug 1997 - Aug 1998

  IT-Operator

  * First-line and second-line Service desk and operator activities. * Accountable for Incident- / problem resolution and configuring and installing software and hardware.Which resulted in;- An IT infrastructure that was structurally functioning better due to less incidents ( less unavailability of IT services and higher level of customer satisfaction.).

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  EXA/IT

  Apr 1998 - Aug 1999

  Back-Office / Support employee

  On behalf of Exa// IT I filled in a position at Sony Nederland and Deloitte & Touche.In this period I have been working as a first-line Service desk employee. * also helping the Back-Office and coordinating tasks that improved their output.* accountable for building, upgrading, configuring hardware (ready for use up to the internal customer’s standards). & giving first-line and second-line support to about 120 and a group of 800 external customers. Which resulted in;- An IT infrastructure that was structurally functioning better due to less incidents ( less unavailability of IT services and higher level of customer satisfaction.) Show less

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  PTS

  Aug 1999 - Aug 2000

  Back-Office / Support employee

  * Accountable for Incidents / problem resolution and transferring knowledge to co-workers of Relan ICT. * Assist in the migration from Windows 95 to NT ( the user organization contained 5700 people all external customers). Which resulted in;- An IT infrastructure that was structurally functioning better due to less incidents ( less unavailability of services and higher level of customer satisfaction.).

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  St. Lucas Andreas Hospital

  Nov 2000 - Nov 2004

  Coordinator / Head IT-Service desk

  * Accountable for the selection of skilled staff for the Service desk - team and making an inventory of the IT-Infrastructure.* Controlling / coaching a smart and eager to learn team Service desk/ IT department employees (15 FTE), reinforcing the implementation & execution of procedures/processes (adopting the ITIL V2 framework).* Involved in the conversion of a technically oriented IT-department into a more professional, customer-oriented department [ Designing & implementing more customer-based services in co-operation with consultants].Which resulted in;- A good functioning registration & reporting tool [ a good functioning CMDB & a work instruction for the tool].- Better insight in and less unavailability of services and higher customer satisfaction.- A well structured IT organization and more mature IT service management processes to support the primary processes of the hospital.- Improved teamwork between the different support groups, a more professional working attitude and customer focused & service oriented IT department. Show less

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  TNT Innight

  Mar 2006 - Jul 2006

  Interim manager ICT

  On behalf of Iduet I, interim, filled in the position of manager ICT at TNT-Innight, where I have been accountable for :* providing quality IT services, developing and implementing an ICT strategy [ in cooporation with the Senior management team].* Working with / coaching a team ( 3 FTE) of smart people to improve the Service desk and infrastructure to get the service up to a higher standard by adopting the ITIL framework and helping to build a more professional, customer-oriented ICT department.* reporting to the director Business development and ICT Benelux concerning IT-technology processes on progress.providing; - Improved teamwork of the department Service desk and infrastructure.- better alignment of IT service in accordance with the business requirements (formulate & coordinate the implementation of service improvement proposals.) & a more professional working environment, customer-oriented Service desk and infrastructure.- Improved suppliers support concerning the alignment of IT service in accordance with the business requirements and improved quality of IT services .- Less incidents and suitable / affordable structural solutions( less unavailability of services) Show less

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  De Profs

  Sept 2006 - Feb 2007

  Project manager

  On behalf of the Profs I, simultaneously, filled in position(s) at Wolters Kluwer (customer) and at Euromax Terminals (customer), where I have been accountable for :* Coordination of two projects (Prince2 based) in consultation with the project manager of the customer(s) and effectively managing / coaching a team of 2 technical consultants, 2 trainers, 1 process consultant, planning, coordinating the execution of process activities and taking decisions on how the IT-service desk would look like & its functionality.* planning the project(s) and delivery of quality products/ services to the customer in time and within budget including the related SLA and underpinning contracts.* giving advise on how to Improve the department “Service desk and infrastructure” and bring the services up to a higher standard by adopting an Align ability model (ITIL based framework) & formulating service improvement proposals.provided : - A good functioning registration / reporting tool ( reporting on IT services).- Improved availability of resources (Just in time) for both projects to deliver quality products and services to the customer in time and within budget according to the project plan. Show less

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  Pecoma Business Technology

  Apr 2007 - Aug 2007

  Project leader

  On behalf of Pecoma Business Technology I filled in the position at ING in The Hague and Amsterdam, where I have been accountable for :* drawing up & the execution of a plan of approach [ controlling project progress & communication with representatives of the internal BU/ Program manager, the change manager, and other Stakeholders].* for a better execution of RFC’ s within the change process resulting in an IT infrastructure that was structurally functioning better due to less failure of the underlying configuration items with less incidents and less unavailability of services. Show less

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  BT Professional services

  Sept 2007 - Sept 2008

  On behalf of BT professional services I ran a project at Drechtsteden, where I have been accountable for :* assisting the program manager , in drawing up a cost-effective project budget and report on project progress.* an excellent execution of a plan of approach by communicating in time with the program manager, stakeholders, selecting & controlling a project team (12 FTE) and suppliers to provide quality data on the underlying configuration Items to get a better insight in the service they delivered. [ more then 100 different locations, [ to fill a CMDB in time & within budget].].* Selecting a suitable CMDB manager (functioning well in relation to the IT organizations maturity level).Saving costs by delivering results 5days ahead of planning and within budget [ saving costs of about 27.000 euro's]. Show less On behalf of BT Professional services I filled in a team leader position at the House of Commons, where I have been accountable for :* efficiently managing people involved in the support management processes ( 5 FTE).* accountable for organizing the administrative organization including the related reports, SLA and underpinning contracts and the provisioning of IT services conform SLA.* providing an improved foundation (structure) to support /improve IT service management of this department to get a better insight in the service (incl. costs) they delivered to their internal customers.* alignment of supplier managed services [ In collaboration with the contract manager ]. Show less On behalf of BT Professional services I filled in a change-/ configuration manager position at BT for Philips (customer), where I have been accountable for :* efficiently managing people involved in the change management process and lining up of the administrative organization conform SLA and the alignment of the change process of Philips with the change process of BT, [ taking into account current projects and planning of changes that had to be executed]. * providing the foundation (structure) to support /improve the alignment of the change management process of Philips and BT, to work more cost-effective / efficient and to get a better insight in the changes delivered. Show less

  • Project leader

    Jul 2008 - Sept 2008

  • Service Designer

    Mar 2008 - Jul 2008

  • Team leader user-customer support

    Jan 2008 - Mar 2008

  • Change/Configuration manager

    Sept 2007 - Jan 2008
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  BT Professional services

  Dec 2008 - Jun 2009

  During my engagement with BT Professional services I have been collaborating with knowledgeable and skilled people in various roles / functions within the IT service management domain at different types of organizations and on different projects.Below you can find out more about the projects I have been involved in, what customers I have been working for.The given time lines are just an indication because during these projects time lines sometimes did have an overlap ( working for more than one customer in a period) Show less On one of my last projects for BT Professional services I have been working at Province South Holland, where I have been accountable for :* giving assistance & advising the customer on adapting the ITIL V3 framework, improvement of ITSM processes & related SLA, draft reports and underpinning contracts to improve quality of IT services delivered to the internal customers.* providing a solid, Improved foundation (structure) to support IT service management to be more cost-effective and efficient in their delivery of IT services.* the adoption of a continual service improvement "mindset" to optimize quality of IT service management long term. Show less

  • Service manager

    Sept 2007 - Jun 2009

  • Process manager CSI v3, project member proto project (ITIL v3)

    Dec 2008 - Feb 2009
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  ANWB

  Aug 2010 - Aug 2011

  Configuration Manager

  * Accountable for and collaborating with smart people managing the adaptation / improvement of quality of the Configuration management process (CMDB included) and co-created other related ICT processes, so the department ICT services became more cost-effective, more efficient and customer focused.

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  Looking foward to helping you "to make a difference" for your company

  Mar 2012 - now

  IT Service Manager | Project Manager | Interim Manager| co-creator of service management solutions
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  Gemeente Enschede

  Feb 2015 - Mar 2015

  IT Service Delivery Manager (freelance)

  Helping to get more insight in their IT Services, to get the provisioning of their IT services under control and to help improve the execution of their quality IT Services to support the business.