Experience

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  Hp cds

  Jan 2011 - Dec 2012

  Helpdesk operator

  multilingual Service desk agent for clients SKF/XEROXFirst and single point of contact for users who encounter technical issues and need assistancefrom distance. Working under pressure

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  First it

  Dec 2012 - Apr 2014

  It service desk engineer

  First and central point of contact for OLAF users who encounter IT issues and need technical assistance. Working under pressure and maintaining controle, while demonstrating costumer serviceCreating new documents and procedures regading incident management. giving Welcome training to all new joiners at OLAF

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  Fujitsu

  Apr 2014 - Dec 2020

  Accountable. • For adherence to the assigned processes by the service delivery organisation• For the quality of the assigned processes, in terms of fulfilment and reportingProcess Ownership. • Manage "end-to-end" the assigned processes – including the related mandatory & appropriate reporting• Design, implement, evaluate and improve the assigned processes – including related procedures/work instructions/guidelines, training materials, supporting tools• Working together with the Service Now ITSM project team to improve the tool as we went live with the new ITSM last year (11/2018)Escalate. • Perform escalation for situations that require action at process and/or management level.Reporting Lines.• On daily operation matters: report to and align with the Team Manager• Hierarchically within the service delivery: report to the Team ManagerTeam Work & Continuity • Acts as a team player and be considered by colleagues as a helpful and effective member of the team. • Exchange & share actively knowledge with your team colleagues, to enable them as your back-up and get enabled to act as their back-up to ensure the appropriate levels of service delivery• Participate in the role rotation scheme: transfer at least 1 process within a period of 18 months to and receive another process from another team member Show less Supervision & Tracking. • Track & Ensure Service Request SLA Conformance and Achievement• Ensure that the necessary chasing is performed on outstanding RequestsQuality Control & Monitoring.• Monitor process quality and compliance across all support teams• Contribute to service & process reviews, service acceptance activitiesReporting & Trending.• Participate in the necessary process reports' generation• Determine and detect trends of importance to the Service DeliveryCoaching & Training.• Answer/coach/guide people on the process – e.g. procedures, tooling use & automation• Train the relevant IT support staff members in applying and respecting the Request Fulfilment Management process & related tooling, either alone or together with the Request Fulfilment Manager Show less

  • Process Manager

    Dec 2018 - Dec 2020

  • Service Controller

    Jun 2016 - Dec 2018

  • PC Support agent - On site

    Nov 2014 - Jun 2016

  • Service desk engineer

    Apr 2014 - Dec 2014
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  First it

  Dec 2020 - Jan 2023

  Service delivery manager
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  Manuchar

  Jan 2023 - now

  It service manager