Laurent Martens

Laurent Martens

Desktop Engineer

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location of Laurent MartensHerve, Walloon Region, Belgium

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  • Timeline

  • About me

    International Service Manager at Computacenter

  • Education

    • Haute Ecole de la Province de Liège 'Rennequin Sualem'

      1999 - 2002
      Bachelor's degree Computer Programming/Programmer, General
  • Experience

    • Gecotec

      Jan 2002 - Nov 2004
      Desktop Engineer
    • Computacenter

      Nov 2004 - now

      Part of a Global Managed service contract for client's location in America and European regions which delivered agile front end support and Centralized Service Desk. Leading EMEA regions with services delivered in 22 countries including industrial entities.Listening Business/Client requirements, improve Service contract processes, bring innovation-efficiencies and embrase proactiveness at each stages. Managing Local partners, International Team Leader-Lead Engineers. Focus on Human, delivery, stability and communication with strong partnership and trust development Show less Management of a Front Office SLA Contract.Coordination of 20+ colleagues who are in charge of all front office operations. - From purchasing to delivery of Hardware (Desktop,Laptop, Mobile device, printer,...). - Incident and/or request process (1500+ tickets/Month)Connection between the client and our company - Monthly reporting to Client (Stats, forecast, CSI, KPI analyse, ...) - Complains management - Billing - Forecasting - Financial reporting (costs & Benefits) - Globalisation of the SLA contract to other client sites Human Ressource process - Recruitement, Skills Analyse, Validation - Annual Review (Performance, Improvment, Motivation, Development) - Communication, Relationchip and Team Spirit - End of contractImprovement - Propose new process/idea to the client - Strong Business connection - New opportunities/project/contract analyse in contact with our commerical Dept. - Focus on ComputaCenter Global Strategy Show less

      • International Service Manager

        Jun 2017 - now
      • Service Director

        Nov 2022 - now
      • Service Delivery Manager

        Jan 2014 - Jun 2017
      • IT Operations Coordinator

        Jan 2013 - Jan 2014
      • Coordinator/Manager IT Support

        Apr 2011 - Jan 2013
      • Project Manager

        Nov 2004 - Apr 2011
  • Licenses & Certifications

    • ITIL OSA

      EXIN
      Feb 2013
    • ITIL V3

      EXIN
      Jan 2013
    • ITIL V2

      EXIN
      Jan 2010
    • PRINCE2 Foundation

      EXIN
      Oct 2014