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ICT Consultant

ICT Consultant

Work Experience

Working experience
January 2009 – currently : Equens in Utrecht
Job title : Team leader Application Management (contractor)
Equens is the first pan-European full-service payment processor and leads the market in the domains of domestic and cross-border giro-based and card-related transaction processing. With a combined annual volume of approximately 7 billion transactions, Equens offers their customers maximum value at minimum cost.
By actively investing in new developments and new technologies Equens creates innovative services that helps their clients to distinguish themselves on their own markets. At NewBiz these initiatives are being cradled, cracked and tested before being deployed on the market.
NewBiz develops, introduces and positions new payment services geared towards acquiring authorisation, authentication and financial processing for Equens and its partners.
Activities:
- team-lead: 6 fte’s,
- coordinating and coaching of the technical application management team,
- responsible for the daily operational activities,
- recruitment of permanent Application managers, interviewing, speed dating,
- PCI DSS compliancy,
- implementation of a workload planning system,
- evaluation of co-operational activities by internal supplier Systems & Connectivity, including identification of possible solutions,
- coordinating project activities,
- department budgeting,
- initiating proposals to improve processes within the team/department/organization.

July 2008 – December 2008 : Econcern in Utrecht
Job title : Technical Application project manager (contractor)
Activities:
- team-lead: 2 fte’s, project-lead: 5 fte’s,
- managing the project for transferring the responsibility for technical application maintenance of Data Ware House and SAP BPC systems from business owners to ICT Operations,
- setting up separate environments for Development, Acceptance and Production for both Data Ware House and SAP BPC systems,
- managing the project for implementation of Change & Release management,
- ensuring that new implemented systems and services can be supported by ICT Service Desk and maintained by ICT Operations,
- organizing the process of technical application maintenance of the (business critical) applications in a MS Windows based environment with MS SQL databases,
- coordinating and coaching of the technical application management team,
- managing the planning of resources for (new) projects and existing maintenance activities,
- prioritizing work and managing of expectations from internal clients,
- maintaining and managing of applications, pro actively by keeping configurations and platforms up-to-date constantly to secure an optimal availability of applications,
- acts as key-person to users and suppliers during trouble shooting,
- managing versions of applications and develops, maintaining and documenting application related procedures,
- initiating proposals to improve applications, systems and processes within the organization,
- maintaining the application permission structure (user groups and assignment of rights).

November 2007 – May 2008 : InterBank in Amsterdam
Job title : Team leader Service Support Team (contractor)
As the Team leader I was also performing the role of Incident manager. The Service support team was acting as a single point of contact for the business. All (to be) implemented changes were therefore scheduled and communicated by the team. Major problems with high priority were escalated through me. Standard Releases were scheduled in the weekly maintenance window. The environment was MS Windows (Active Directory 2003) based with business critical applications running on Oracle and MS SQL databases.
Activities:
- team-lead: 8 fte’s,
- responsible for the planning and coordination of all support (skilled) and project activities,
- responsible for the operational execution of the Incident management process,
- analyzing, (re)developing, documenting and maintaining of the Incident management process,
- escalating incidents to problems,
- monitoring/reporting the status of problems and (proposed) changes,
- scheduling changes in the Release calendar,
- reviewing and approving changes within the area of the service support team,
- announcing changes/releases and its impact to the business,
- verifying the correct implementation of the changes with the stakeholders,
- monitoring the systems health and correct functioning of business critical systems/applications,
- coaching, motivating and supporting the service support employees according to the management style of the InterBank,
- identify and implement high value, quick wins,
- inventory of the education requirements of the service support employees,
- delegate tasks and (project) activities to team members.

July 2007 – November 2007 : Fast & Fluid Management in Sassenheim
Job title : ICT manager (contractor)
Fast & Fluid Management is part of the worldwide IDEX Corporation. As the interim ICT manager I was analyzing the business impact of proposed changes. As it was a small team I was also cooperating in the daily operations from creating user accounts to implementing technical changes. The environment was MS Windows (Active Directory 2003) based with business critical applications running on JDEdwards.
Activities:
- team-lead: 3 fte’s,
- responsible for the planning and coordination of all support (skilled) activities,
- responsible for the daily operations of the ICT infrastructure,
- cooperating in the daily maintenance of the ICT infrastructure,
- monitoring the business critical systems/applications with MS Operations Manager,
- implementation of local Incident- and Change management processes,
- reviewing and approving changes within the area of the ICT infrastructure,
- announcing changes/releases and its impact to the business,
- executing local changes within the MS Windows based environment,
- verifying the correct implementation of the changes with the stakeholders,
- identify high value, quick wins,
- participating in the yearly SOx audit.

September 2006 – July 2007 : KPN in The Hague
Job title : Incident manager
As Incident manager I was responsible for the operational execution of the Incident management process. I had weekly meetings with the Change manager and the Release manager to coordinate the resources of the main external supplier of the Content management system. The environment was existing from a large landscape of front- and backend systems within advanced internet hosting systems/applications.
Activities:
- process-lead to Functional maintenance (5 fte’s), Application maintenance (6 fte’s), Development (4 fte’s) and Database administrators (2 fte’s),
- responsible for the quick and timely resolution of all reported incidents on www.kpn.com,
- participate in implementation projects,
- organize and chair escalation and evaluation meetings for high priority incidents,
- inform management teams with non-technical information on high priority incidents,
- verifying correct functioning of applicable parts of the website after the implementation of changes/releases,
- escalating high priority incidents to external suppliers and monitoring their progress,
- analyzing, (re)developing, documenting and maintaining of the Incident management process.

September– October 2006 : De Hypothekers (mortgage) Association in Rotterdam
Job title : Team leader Systems (contractor)
As the Team leader I was coordinating the activities of the Systems Engineers. I reviewed technical proposals for improvement projects and executed and/or coordinated the execution of these. I had regular meetings with Functional application management to review the business impact in order to schedule changes/releases. The environment was MS Windows (Active Directory 2003) based with business critical applications running on Siebel.
Activities:
- team-lead: 6 fte’s,
- responsible for the planning and coordination of all systems engineering activities,
- cooperating in the daily maintenance of the ICT infrastructure,
- implementation of local Incident- and Change management processes,
- coordination and planning of tasks and (project) activities of external suppliers,
- inventory of high value, quick wins,
- implement local systems support department.

July 2003 – August 2006 : Inter IKEA Systems B.V. in Delft
Job title : IT Coordinator
At first I was as IT Coordinator mainly cooperating in the daily operations to get acquainted with the ICT infrastructure. This enabled me to develop a helicopter view and act as backup of the System Engineers and IT Support Technicians. I implemented a Services catalogue and Incident- and Configuration management processes accordingly. The environment was MS Windows (Active Directory 2003) based with business critical applications running on Unix, MS SQL and Navision. Financial applications were running on Oracle. I managed a 500 user project for the migration from MS Windows NT to MS Windows 2003 (Active Directory 2003, MS Exchange 2003). I also initiated improvement/enhancement projects.
Activities:
- team-lead: 8 fte’s,
- responsible for the planning and coordination of all support and project activities,
- responsible for the daily operations of the ICT infrastructure existing of the IKEA Pilot Store and the Franchisor offices,
- implementing an IT Helpdesk, including the recruitment of new personnel,
- implementing an IT Helpdesk system, called TOPdesk,
- implementing Incident and Configuration management processes,
- safeguarding the quality of IT Helpdesk and IT Operations activities,
- managing of IT implementation projects (Active Directory 2003, Exchange 2003, NAS, SQL Clustering for Navision, SAN, data migration, common client),
- coaching of Systems Engineers and IT Support Technicians,
- maintaining a good and healthy working environment within the IT Operations department,
- advising the user community on efficient use of IT products,
- responsible for the purchasing of all standard IT products,
- keeping a close relation with external suppliers,
- coordinating inter-office activities between the sister companies (Waterloo, Belgium and Helsingborg, Sweden),
- contributing to the setup of the new Information Systems organization, mainly for the IT Operations department, including the writing of detailed job descriptions,
- writing of technical proposals,
- conducting a user satisfaction survey,
- interviewing of business representatives,
- creating the Services catalogue including SLA's.

April 2002 – June 2003 : the Mondriaan education group in The Hague
Job title : Senior Systems Engineer
As the Senior Systems Engineer I was responsible for the support, standardization and installation of the MS Windows based servers. Business critical systems were running in the Novell environment. I was responsible for the review and rollout of Microsoft service packs and updates.
Activities:
- team-lead: 2 fte’s,
- defining a project plan for the standardization of all MS Windows NT 4.0 Server and MS Windows 2000 Advanced Server servers,
- participating in the selection and acceptation of an electronic agenda,
- writing of user manuals for new intranet and MS Outlook 98,
- advising the maintenance department on service packs, updates and new products,
- coaching and planning of all activities of Junior Systems Engineers.

June 2001 – March 2002 : KLM Webl@b at Schiphol-Rijk
job title : IT Specialist
As IT Specialist working in the Operations department I was executing changes in staging and production areas and performing monitoring activities for all KLM world wide web sites running in the MS Windows environment. New websites were configured on MS Internet Information Server 4.0 and MS SQL. After implementation of the implementation of projects and/or changes, I reviewed the Event logs for errors and investigated the resolution of these.
Activities:
- operational maintenance of all web-, application- and database servers for all KLM internet, intranet and extranet websites,
- assessing proposed and implementing approved changes,
- monitoring of all KLM internet, intranet en extranet websites,
- change and incident control,
- (re)writing of operational procedures.

September 2000 – May 2001 : Parity Solutions in Woerden
Job title : Systems Engineer
Activities:
- study Microsoft Certified System Engineer NT 4.0,
- internal projects, such as pre installations of MS Windows NT 4.0 Servers / Workstations for external projects.
- installing environments to test acquired knowledge at MQ Series and NetIQ courses.

May 1999 – August 2000 : Computer People in Amsterdam

Posted at Adecco Personnel Services in Utrecht:
Job title : Coordinator Technical Support
Activities:
- 2nd/3rd line support of all employees at 190 branches,
- writing of user manuals,
- writing of Technical Support manuals/procedures,
- standardizing of Technical Support activities,
- selecting and training of 1st line support employees at a technical level, to enable them to provide 2nd line support.

Job title : Systems- / Network Engineer
Activities:
- migration of laptops (appr. 140 Compaq Armada 1500 series) from MS Windows 95 to MS Windows NT Workstation 4.0 with RAS configuration and docked/undocked profiles,
- supporting the laptop users with dial-up problems and data back-up procedures,
- hardware upgrades (memory, network interface, DAT-drive) of Compaq Prosignia 200/300 severs,
- installations of MS Windows NT Server 4.0 with MS Office Pro 97, MS SMS 1.2, Pervasive SQL 7.0, Seagate Backup Exec 7.2,
- configuration of Intel Netport Express 10 printer ports and Cisco 1600 Series routers,
- migration of Adecco employment agencies (190 branches):
- servers: from Novell 3.2 to MS Windows NT Server 4.0,
- clients: from MS Windows for Workgroups 3.11 to MS Windows NT Workstation 4.0,
- replacing of MS Windows 3.11 PC’s by MS Windows NT Workstation 4.0 PC’s,
- replacing of Citams (ISDN-router for IPX/SPX) with Cisco 1600 routers,
- migration of user- and application data van from old to new environment,
- 2nd/3rd line support of migrated branches with MS SMS 1.2 and ReachOut 8.42.

November 1998 – April 1999 : RPA in Den Haag
Posted at KLM Engineering & Maintenance at Schiphol-Oost
Job title : Service desk Employee
Activities:
- 1st/2nd line support,
- several UNIX maintenance activities, such as resetting printer queues,
- performing restores from backups on UNIX/AIX/COS,
- writing of procedures.

October 1998 : Azlan Network Services in Papendrecht
Job title : Junior Systems Engineer
Activities:
- installing and placing of MS Windows NT Workstation 4.0 PC’s at the Arbeidsvoorziening in Middelburg.

April 1998 – October 1998 : EDS in Leidschendam
Job title : Helpdesk Employee
Activities:
- 1st/2nd line support of several companies (Centraal Laboratorium Bloedtransfuse, Nuon, Rijkswaterstaat, Verenigde Glas Fabrieken, Socratel, KLM Catering Services),
- several VAX and AS/400 maintenance activities, such as resetting printer queues, resetting passwords,
- reporting of incidents to the supported companies.

January 1989 – April 1998 :
- Dutch State Lottery, Administrator Automatic Game cycle, Operations department,
- Clyde Petroleum Exploration, Technical Assistant, Well/Drilling Operations department
- Raytheon Engineers & Constructors, Engineering Assistant at several projects,
- ABN Amro Bank, Cashier,
- Pullman Hotel Central, Day/night Receptionist,
- Nationale Nederlanden, Administrative Employee, Human Resource department,
- PTT Telecom, Administrative Employee, Coordination Centre Fixed Connections.

Education

Education
2007 – ongoing : High School of The Hague, Academy of ICT & Media
Education : Bachelor of Business Informatics
: started in September 2007 part time based,
: majors on Business processes & Information systems, E-business, Administrative organization, E-Government, UML/UP, Service Management, Business Intelligence (BSC), Innovation,
: minors on Information Security (Security Management, ISO27000/1, Risk Analysis, CvIB, BCM, Auditing, Compliancy) and IT Governance (ISO20000, ISO38500, CobiT, BiSL, IT BSC).

1988 – 1989 : ECABO-project, ISI, Assistant Manager Logistics
Professions : Dutch, Bookkeeping, Logistics, dBase IV, Lotus 1-2-3, WordPerfect 5.1.
Certificates : Dutch, Bookkeeping, WordPerfect 5.1.

1986 – 1988 : Tinbergen College, MEAO
Professions : Dutch, English, Spanish, Economics, Business administration, Statistics, Informatics.
Diploma : none

1982 – 1986 : S.g. “Johan de Witt”, MAVO
professions : Dutch, English, Economics, Mathematics, Geography, History.
diploma : level D

Certification
July 2009 : PRINCE2 Foundation Certificate
October 2008 : Foundation Certificate in IT Service Management (based on ITIL)

MCSE NT 4.0:
September 2000 : Networking Essentials
September 2000 : Implementing and Supporting Microsoft Windows NT Server 4.0
September 2000 : Implementing and Supporting Microsoft Windows NT Workstation 4.0
October 2000 : Implementing and Supporting Microsoft Windows NT Server 4.0 in the Enterprise
November 2000 : Internetworking with Microsoft TCP/IP on Microsoft Windows 4.0
November 2000 : Implementing and Supporting Microsoft Proxy Server 2.0
December 2000 : Implementing and Supporting Microsoft Internet Information Server 4.0

Courses
November 2005 : IBM Learning Services, Project Management Principles
July 2005 : Twice Interaction, ITIL Foundation
May 2005 : ISIT The Knowledge Company, Implementing Dell Enterprise Storage Solutions
December 2004 : IIR Management Development, Management skills for the beginning manager
September 2004 : Azlan Training, Implementing and Managing Microsoft Exchange Server 2003
November 2003 : OGD Software, Basic TOPdesk
September 2003 : Cornerstone in Sweden, Implementing Windows 2003 and Active Directory,
- Migrating from Microsoft Windows NT 4.0 to Microsoft Windows .NET Directory Services
- Updating Support Skills from Microsoft Windows NT 4.0 to the Windows .NET Server 2003 Family
- Implementing and Supporting Microsoft Windows XP Professional
March 2001 : NetIQ in England, AppManager 3.4 and Operations Manager 3.3
March 2001 : IBM Learning Services, MQ Series: Advanced System Administration
February 2001 : Presentation techniques
February 2001 : ISES International, How to work on a project
December 2000 : IBM Learning Services, MQ Series: Technical Overview
December 2000 : IBM Learning Services, MQ Series: System Administration
October 1999 : SPC Training, Networking Essentials
August 1999 : SPC Training, Administering Microsoft Windows NT 4.0
February 1999 : KLM Engineering & Maintenance, Windows NT/Professional
October 1998 : Azlan Network Training, Supporting Microsoft Windows NT Core Technologies
October 1998 : Azlan Network Training, Administering Microsoft Windows NT 4.0
October 1998 : Azlan Network Training, Networking Essentials
November 1997 : OGD, Microsoft Project 4.1
October 1997 : OGD, Microsoft Word 7.0 Advanced
November 1996 : ForgeTrack Ltd., Primavera SureTrak Project Manager, course 401
March 1996 : Wildschut Opleidingen, MCSD Access 2.0

Skills

PRINCE2 & ITIL certified!

Languages

Dutch : good, verbal and in writing,
English : good, verbal and in writing.

Other

Profile
- good knowledge and affinities with ICT infrastructure,
- good knowledge of business processes and information systems,
- good planning and excellent coordination capabilities,
- team leader with hands-on experience,
- bridge between business and technical specialists,
- high interest in Information Security,
- practical orientated,
- result driven,
- consistent,
- organizational skills,
- motivator.

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