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ICT- Service / Support Manager / Consultant

ICT- Service / Support Manager / Consultant

Work Experience

+ Responsible for the department “IT-management and Support”
servicing the City of Antwerp, Antwerp police and OCMW. The
department is responsible for the day-to-day support of +/- 8.000
end-users and management of the ICT-infrastructure (320
Servers/Network/Telecommunications/Mainframe/130 applications).
+ Department organization: Service desk – Server and Client
Intervention – Application- and infrastructure management.
+ Direct people management of 8 team leaders / indirect management
of 65 employees
+ Management and improvement of the department Incident-,
Problem-, Change-, Inventory-, Capacity, LAN- en Security processes
in accordance with set SLA’s.
+ People management: Evaluation, Job coaching, recruitment,
+ Financial Management: Determine the yearly department budget and
responsible for the day-to-day management.
+ Contract management: management and negotiation of underpinning
contracts with third parties (in accordance with the law on
management of public contracts).
+ Development and management of service level agreements (SLA’s)
and operational level agreements (OLA’s) conform support and
service delivery strategy set for the business.
+ Consultancy to Digipolis business analysts, project leaders and
customers concerning development of SLA’s and ITIL processes in
general.
+ Service management representative for the department within the
internal and customer organizations.
+ Generate en report monthly and adhoc stewardship (SLA KPI’s) and
client satisfaction reports.
+ Report to the board of directors.

2001 / 1 – 2003 /4 Digipolis Antwerp / Belgium
Head of departement End User Support

+ Responsible for the department end-user support: Helpdesk –
Server- and Client intervention team – Continuity Team (batch,
backup, print management. Staff of 40 employees.
+ Responsible for the management and improvement of the Incident-,
Problem-, Change-, Inventory-, LAN- en Security processes /
activities.
+ Initiate and management of improvement projects regarding support
processes and infrastructure.
+ People management: day-to-day Job coaching, planning and
administration.
+ Recruitment staff and determine function profiles.
+ Financial management: Determine the yearly department budget and
responsible for the day-to-day Management.
+ Generate en report monthly and adhoc stewardship (SLA KPI’s) and
client satisfaction reports.
+ Contract management: management and negotiation of underpinning
contracts with third parties (in accordance with governmental laws on
public contracts).
+ Report to the board of directors.

1999 / 9 – 2001/12 Triple P - ExxonMobil account Belgium /
Luxemburg
IT- Operational Service Manager

+ Responsible within the region Belgium / Luxemburg for the Triple P
support operations regarding the ExxonMobil account. (+/- 38 Staff).
+ Interface between Triple P management / ExxonMobil Management /
End-users / project leaders.
+ Accountable for achieving the contractual Incident-, Problem-
,Change- and Security SLA’s.
+ Operational management of the Problem-, Change-, Inventory-, LAN-
en Security processes / activities.
+ Guard Triple P activities in accordance with the security and safety
practices/regulations.
+ Follow-up / coordinate additional projects (IMACS, implementation
SW en HW, workstation Clean-up...).
+ Formulate work instructions / procedures /processes.
+ Staff resource planning.
+ People management - Evaluation and day-to-day job coaching.
+ HR-administration.
+ Training team members.
+ Recruitment Triple P staff - determine function profiles.
+ Interface between Triple P and partners (outsourcing market).
+ Service level management with regard to underpinning SW/HW
contracts.
+ Generate en report monthly stewardship (SLA KPI’s) and client
satisfaction reports.
+ Report to Regional Service Manager Netherlands - B.U Manager
Belgium.

1998/4 - 1999/9 Triple P - ExxonMobil account Machelen
Desktop Support Coordinator - Machelen

+ Responsible for the desktop Support Team Machelen site (7 team
members).
+ Responsible for day-to-day management Incident-, Problem- and
Change processes and achieving the set SLA’s.
+ 2nd Level Support HW en SW.
+ Communication/interface between team, end-users and customer IT-
Departments.
+ Resource planning.
+ Coaching and training team members.
+ Day-to-day management third party HW and SW suppliers.
+ Recruitment - determine function profiles.
+ Report to Triple P account Supervisor.

1997/10 - 1998/4 Triple P - Esso account Rotterdam /
Breda / Antwerp
Software engineer - DT2000 Roll-out Project

+ Scripting Software (Wininstall) for automated and unattended
application installations within Windows 95/98 environment.
+ Distribution of SW-packages.
+ Acceptance and testing SW and HW.
+ Writing manual installation procedures for SW and HW.
+ 2nd level HW- en SW - support (Windows 95 and end-user
applications).
+ Coordination and planning SW – installations.
+ Communication end users.
+ Report to project leader.

1997/4 - 1997/10 Triple P - ExxonMobil account
Machelen/Belgium.
Project Software engineer - Castle Roll-out Project

+ Scripting Software (ISF- en SRI scripting) within Windows NT4
environment.
+ Acceptance and testing SW and HW.
+ Writing manual installation procedures for SW and HW.
+ 2nd level HW- en SW – support.
+ Coordination and planning SW- installations.
+ Communication end users.
+ Report to project leader.

1997 - 1997 Triple P - Exxon account Machelen
Desktop Support Engineer

+ HW, OS and application support on Microsoft platform (Windows 95 -
NT4).
+ Planning – Installation of HW en SW.
+ Responsible for Back-up en Restore request.
+ Training end users.
+ Report to Triple P account Supervisor.

1996 - 1997 Unidis-Spar Heist op den Berg /Belgium
Project member

+ Coordination Point of Sales (POS) Migration project. (50 Stores).
+ End-user training.
+ Technical Support.
+ Planning.
+ Data –migration.
+ Report to project leader.


1996 – 1996 Olympia NV Groot-Bijgaarden /Belgium
POS Representative Flanders

+ Point of Sale (POS) systems representative – Catering / Bar /Hotel
market.
+ Responsible for sale of IT-material (PC’s, routers, Modems,..) on the
SOHO market.
+ Market prospecting.
+ Customer training – Technical Support.
+ Coordination and planning installations.
+ Writing manuals.
+ Sales administration.
+ Report to Sales Manager.

1995 – 1996 ADS Anker Anderlecht/Belgium
POS Representative Flanders

+ Point of Sale (POS) systems representative – Catering / Bar / Hotel
market.
+ Market prospecting.
+ Sales administration.
+ Report to Country Manager.


Education

1997 - Introductie SAP - ExxonMobil.
1997 - Microsoft Network Essentials - Certificaat.
1998 - HP Printer Repair training - Triple P België.
1998 - Microsoft NT4 - Client - St Amandus Instituut Gent.
1998 - Outlook 97 - ExxonMobil.
1999 - Project 97 + projectvaardigheden - Triple P.
2000 / Oct - IT and Security seminar - Triple P - Nederland.
2001 / Apr - Seminar Management Technieken - Triple P.
2001 / Jan - Presentatie Technieken - Triple P Nederland.
2001 / Feb - ITIL Foundations.
2001 / Feb - ITIL - Practitioner - Configuration Management.
2001 / Ma - ITIL - Practitioner - Problem Management.
2001 / Ma - ITIL - Practitioner - Helpdesk Management.
2001 / Ma - ITIL - Practitioner - Change Management.
2001 /Apr - ITIL - Practitioner - Service Level Management.
2002 / Mei – Cursus People-management.
2002 / Juni – Introductie tot GDPM project methodiek.
2004 / Mei - Cognos – Impromptu.


Languages

+ Dutch : Mothertongue
+ English : Very Good
+ French : Good
+ Dutch : notions

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