Flex Manager
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general management

general management

Work Experience

Carrefour Belgium, Brussels
Computer Consultant Aug 2000-current
Within this complex world-wide top retailer the role of Helpdesk Manager is quite important. Being responsible for both Helpdesks in IT@CB (supermarkets (IT Stores) & general (IT)) the continuity is the most important issue . Other tasks are the contractual agreements & follow-up with solution providers (internal and external). Some operational modifications within the helpdesks are made to be more pro-active (SLA project, call flow management & forecast scheduler, regular training). The Incident Management tool, ARS, is also used for other applications: demand initialisation (DI), configuration management (CM) and Continuous System Support (CSS) is widely used within Carrefour Belgium. Standardisation and escalation are major issues, which have been tackled in 2001. In 2002 a new task, CSS has been implemented to improve the quality of critical business applications. Several upgrades of the Automatic call distribution (ACD) has been performed to improve the service of call management, expanding the scope towards skill routing. Due to a major SAP retail project and moves towards a Unix platform, the downsizing of the mainframe is a fact (contracts, team, ..). I got this assignment for 1 year. Due to budget reasons & economic market climate I started with the merge of 2 entities (Helpdesk IT and Computer Operations) into one, ready for the future & to control costs and operations. Being ambassador for INTRANET within the computing group it allows me to keep my skills up-to-date in this growing area. I am responsible for the budget of the HD IT. A reorganisation within IT@CB has been implemented to reduce the costs and infrastructure. In the same strategy, management decided to outsource certain services (telecommunication, networking, voice, engineering, Helpdesk) to be ready for the future. I assisted closely this feasibility study, specially the SLA-CRM-ITIL oriented area’s . My last assignment was to review the current hardware park, perform market investigation and re- negotiate the overall service agreement with the main suppliers.


DeLoitte & Touche, Brussels
Computer Consultant Feb 2000-Aug 2000
Due to the different projects and their associated time limits there is a lot of dynamism an hourly changes to be taken into account in the operational area of the Service Desk. The need of a more organised structure is a necessity. One project involved the implementation of a new Service Desk tool: ACTIMA, which has links to asset and inventory management. Another project involved the worldwide roll-out worldwide of CCMAIL to OUTLOOK2000. My main responsibility was the co-ordination of the Service Desk, including the maintenance and follow-up of the current SLA’s, planning the tasks and continuity of the allocated resources, documenting existing and new operational procedures with controls in ACTIMA, interact with the different units, clients, management and user representatives.

De Post, Brussels
Computer Consultant Jan 2000-Feb 2000
De Post is undergoing an infra structural change preparing for the privatisation in 3 years. I am responsible as Technical Manager for 3 teams (network, BS2000, Unix & NT servers). My man task is to assure the systems are operational and we are providing the service required. Another responsibility is to determine everybody is aware of the cultural change and is placed at the correct place. Some other small tasks, like analysing the backup strategy of all the servers, and improving this with a general consistent tool.

DeLoitte & Touche, Brussels
Computer Consultant Nov 1999-Dec 1999
This organisation is very well known in the financial world, especially for auditing, management solutions, VAT issues, and accountancy. The rollout from Windows 95 to Windows NT in the Y2K project is being planned on a very short term. I had several roles including: physical installation of the new Operating system using scripts in SMS, dispatcher, helpdesk, server administration & management and helping out with restore/backup issues.

CIPAL, Geel
Computer Consultant Feb 1999-Aug 1999
This linked government organisation produces applications for the Flemish Government and local districts, like police matters, TV licences, Tax & public library applications, housing allocation. They have a variety of machines and several links, using the TCP/IP & SNA protocol. I joined the team of the mainframe system engineers. My major task is upgrading the 17 CICS systems from version 2.11 to 4.10. Monitoring, tuning and performance also includes the responsibility. I have written a procedure in REXX which collects the daily CICS statistics from MVS, writes the data to a file on an NT server. The data is then formatted into an Excel spreadsheet with a graph on request on a PC. All the work files will be automatically deleted when no longer needed. I also serve as support for other MVS problems, like DB2, general operating problems.

European Commission, Brussels
Computer Consultant Dec 1997-Feb 1999
The above mentioned organisation is converting their major Operating System, Unix, to Windows NT. This is just a part of the major upgrade company wide to standardise the current operating systems. Due to the scope of the project there are several stages to fulfil beginning with the automatisation of migration of users. Scripts and batch files are developed to facilitate those routine tasks. Another task is to provide support service to maintain the high-level operational availability of all the technical NT systems. New procedures are developed to maintain future administration of the system. The network connection and co-ordination of the daily operation & faults processing are regularly monitored for further tuning and problem analysis. I evaluate and assess new versions of products, configuration management, installations and other related business. The work is very varied and the use of the high technological machines makes it very challenging.

Saudi Aramco, Dhahran
Computer Consultant Sep 1995-Dec 1997
I joined the Computer Support Group in the Laboratory and Research Development Centre as the only female contractor out of 60000 employees. It is the largest world-wide state controlled Oil Company where the Lab’s Domain is connected via thin Ethernet to the WAN Backbone. One of my primary tasks was co-ordinating & planning the workflow within the group. Another task was being the system administrator (data-entry, maintenance, performance tuning, documentation & presentations and upgrading) of the Document Image Management System (DIMS) running under Oracle database on a HP-UX server. This was the first system in his kind, to be implemented in the country. After 1 year being in production I upgraded the DIMS project with several hardware devices and new software releases & utilities. Another major task was being the LAN administrator for the Windows NT servers, which we upgraded several times. I installed (& maintain) several NT servers (mail & web server). Being the backup LAN Administrator for the 2 other type of servers, OS/2 and Unix (LIMS runs under ORACLE). Supporting the Laboratory Scientists and educate them where in the use of computer controlled instruments and related software was jointly done within the group. Troubleshoot & assistance throughout the whole department on all levels (1-3e line) of end-users on Macintosh. MS-DOS, OS/2, Windows and UNIX platforms is another shared responsibility.

Saudi Arabian International School, Dhahran
Computer Consultant May 1995-Jun1995
I accepted this role on a trial basis to assess if the role had the potential to offer me suitable challenges and to expand my experience with computer networks. The Dhahran school is the also the administration centre of the organisation. My responsibilities were to act as a first call for any computer users who experienced hardware or software problems. I therefore had to work on my own dealing with a wide range of hardware and software problems directly for a wide range of users. These included standalone computers, IBM compatible PC's as well as AppleTalk and Novell networks.

Southampton City Council
Technical Support Co-ordinator Oct 1989-Sep 1994
When I first joined the council as a system programmer, the council used a 4381 IBM Mainframe running under VM with a SNA network, 24 hours a day. The Mainframe and the operating systems have been upgraded several times. After my first year I was promoted to senior systems programmer and after 1.5 year I became Technical support co-ordinator. Our team expanded with 3 people. Several UNIX machines and an ICL Mainframe were installed. My responsibilities were mainly plan, manage, co-ordinate, implement and maintain large projects and upgrades. Train technical people and negotiate with different hardware suppliers, temporary contractors and customers. While I was at the council the department was reorganised when the policy was changed to emphasise Client/Server technology using UNIX based systems running over NOVELL network to which I was closely involved over a 3-year period. I also started the NOVELL CNE examinations, but I was not able to complete the course before I left the councils employ.

International Software Company
Systems engineer Jan 1989-Sep 1989
This company produces systems software for IBM Mainframes. After 1 month training I started as a systems engineer, responsible for the presentations, training and installations of all the software in Belgium. The company used IBM compatible PC's for development and administration and used an IBM Mainframe 4361 to test their software. After 3 months I was promoted to be responsible for technical support world-wide to keep my language skills.

Honda Europe, Gent
Application programmer Oct 1988-Dec 1988
I joined a software-house, Delphy Consultants, to fulfil several assignments at a customer site. Their system was an IBM 3090 Mainframe running under VM, MVS and VSE to support all European levels. I accomplished maintenance on existing software based on requests of users. All the development was written in COBOL together with CICS or DL1 and I reported directly to the team-leader.

Sony Service Centre
Supervisor Nov 1984-Sep 1988
I started as an operator, responsible for the maintenance of the system (IBM 4381) running under VM & VSE. After 1.5 years I also worked partially as a data base administrator and as systems programmer. The company decided after 3 years to install a SNA network (VTAM and DISSOS) to enable direct communication with head office in Japan and with other distribution centres in the Europe (UK, France, Netherlands, Switzerland, Germany, Italy). In my final 2 years with the company I was acting as a supervisor of the computer room, responsibility for operators and the database administrator, while reporting directly to the IS manager and the systems programmer. My task mainly consisted of maintain database, Rexx execs, CICS tables, VSAM datasets, systems security, control & train the operators and complete responsibility for the test system.


Education

Europese Hogeschool Brussel, Brussel
Business Intelligence Sep 2003-Jun 2003

Southampton Instituut van hoger onderwijs, Southampton
B.Sc. Informatie systemen Sep 1989-Jul 1992

Stedelijk Instituut voor Hoger Economische Onderwijs, Antwerpen
Informatie-Boekhouden Sep 1980-Jul 1982

Middelbaar Onderwijs, Antwerpen
Sint-Ursula Instituut en Stedelijk Instituut Sep 1974-Jul 1980

Trainingen:

Casewise: Process Analyse (korte termijn cursus)
NEGOTIATIONS: korte termijn cursus ITIL: Fundatie & essentiele cursus
E-commerce: Gebruikbaarheid, wettelijkheid, Optimalisatie LINUX: Introductie & geadvanceerd cursus
E-commerce: Verkoop martketing, veilighedi HIPATH PROCENTER: Admin. Cursus voor ACD
BUSINESS INTELLIGENCE: Geavanceerde Post Graduatie cursus DPCM: ontwikkeling van professionele & manageriale capaaciteiten BUDGET & PLANS: geadvanceerd cursusPEOPLE MANAGEMENT: geavanceerd cursus
ACD: geavanceerde Administrator cursus HICOM (businessview Composer & Observer)
ORACLE: Formulieren & rapporten ontwikkelen LAN Administrator: Saudi Aramco Certified CNE
DOCUMENT IMAGE MANAGEMENT SYSTEM: Data ingeven, introductie, systeem administrator & WORFKLO SCRIPT cursus by Filenet VME: Introductie
SSADM: introductie en overzicht UNIPLEX: introductie en systeem administrator
UNIX (SV): introductie & systeem performantie PROFS: introductie
UNIX (AIX): systeem administrator LASER: print descriptie taal
REXX: systeem programmatie PRESENTATION: introductie & geadvanceerde capaciteiten
TIME MANAGEMENT: introductie & geadvanceerde cursus CUSTOMER CARE: geadvanceerd cursus
CICS/MRO: systeem programmatie CICS INTERNALS: systeem programmatie
VTAM/NCP: systeem programmatie COMPUTER LAN’s: introductie
SQL/DB2: introductie en geavanceerd COMPUTER SECURITY: geadvanceerd
INVESTIGATION TO AUTOMATION: introductie- specificatie VISUAL BASIC: programmatie
MVS: applicatie en systeem programmiatie CICS: systeem programmatie
AS: systeem programmatie FRENCH: geadvanceerde part time cursus



Skills

analyse, operationel/functionele & technische leiding, kwaliteit, generale ITIL practises

Languages

Nederlands: moedertaal
Engels: wordt dagelijks in famileverband gesproken
Frans: wordt dagelijks op business niveau gepraat

Other

Technische ervaringen:
Elf jaren:
IBM 4331-81 & 3080-3090 Vm-Sp Vse-Sp Cics Idcams
Vsam Vtam/Ncf - Sna Sort

Acht jaren:
Cms Rexx X25 Netview SNA MSoffice

Zeven jaren:
Vm-Hpo Erep Sql/Ds (V)Tubes Windows MS-Dos

Vijf jaren:
IBM PS/2 & compatible Faver Selcopy As DL1 Playback
Iccf Acrobat Vsamtune Tcp/Ip Vmbackup Raps
Office Vision Topsecret Cicsprint Foreman Multilog Sys. Acc.
Gddm Vpac AIX/HPUX Internet

Vier jaren:
RS6000 Starserver SAM/Smith Verify Dynamf/d/t Norton products
Commandvse Reporter Switch Windows NT ARS

Drie jaren:
Vm-Xa Apple Uniplex Earl MVS/JCL Html/Dhcp/VB
Filenet/Revise Jes/Tso/Ispf Photostyler

Twee jaren:
ICL DX 39 HP9000/G40 Xenix/Linux Novell Guardian Backup Lite
Photo-Enhancer Oracle Open Office Pcanywhere Reflection Rtfgen/Visio
Turbocad/Corelpaint Firstclass Zenworks Netspy Omnis Wins/Dns
ACD(Flex-Resume)/IVR Lotus Applications Windows XP Staroffice PGP-CCmail Windows2000

Eén jaar of minder:
Visionfs/PC-nfs Vms/Dcf Hyena/Maestro B Engine Netw. Winfax Crystal Reports
Informix/Sybase HP Openview Auto;. Op. Omniback II Solarnet Remote Possible
Spool Manager Actima Netcon/SMS Excallibur Msproject/TWB Netmagic-Pro


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