Solution Design Architect / Technical Expert Connectivity & Security

• Jan 2020 - Present

Uitvoerend directeur

• Jul 2015 - Present

Information Technology Architect

• Jan 2018 - Nov 2019

Information Technology Architect

• Jan 2018 - Nov 2019

Responsible for IT management of Support, System and Network management and innovation and management together with the IT suppliers of Udea BV and supermarket chain Ekoplaza. • Creating an implementing processes • Implementation TOPdesk • Incident & Change management • Network (re)design & implementation • Office 365 & Azure management • Fortigate en Meraki management • NetApp en VMware management • on-premises stack (re)design & implementation (Nutanix, Rubrik & QNAP) • Operational management support • Operational management suppliers Responsible for IT management of Support, System and Network management and innovation and management together with the IT suppliers of Udea BV and supermarket chain Ekoplaza. Start 2018: Documented the old situation (make designs and processes of the current environment), describe the desired situation and start and guide the projects for the improvement of the entire IT landscape. Among other things, the virtual server environment (DCs, RDS environment, file server, etc.). Migrate the entire Ekoplaza e-mail environment from Kerio to Office 365. And the implementation of MDM (with CA) with Intune performed for Ekoplaza office staff. Management of all FortiGate’s (Firewalls on 50+ locations). File migration from local drives to SharePoint Online for Ekoplaza. 2019: Design, build and implement a new LAN (IP Plan, HLD, LLD made) from Udea and Ekoplaza from 10-year-old HP hardware and the FortiGate’s to Meraki (with MX, MS & AP) and migrated from a VMware hypervisor environment to Nutanix AHV. TOPdesk implementation (technical and functional). Ekoplaza IT professionalization started and several other projects described and implemented by our IT supplier such as Back-up and DR, Patch management, Monitoring and MDM upgrade. The operational management of Support, System Management and Network Management for internal staff and suppliers and a TOPdesk implementation. Show less

Service Delivery Manager

• Jul 2017 - Jan 2018

A freelance project at the municipality Gemert-Bakel to assist with the collaboration 'Peelgemeenten' (a collective existing of 5 municipalities) during the project-phase.Main responsibilities: - Call Management (incident/problem/change)- Configuration Management- Providing technical input- Training the Service desk- Training the System management team- Reporting- Call ManagementManaging all calls (incidents / problems / changes) through the ITSM tool (TOPdesk).- Configuration ManagementSetting up configuration management. Taking over all assets from the project, setting up the process, structure the CMDB and make instructions for affected parties.- Providing technical inputProviding technical input about Azure Active Directory, Exchange, Intune, network, hardware and other methodologies used. - Training the Service deskTraining the Service desk in making comprehensive analysis for when calls need to be dispatched to the IT service Suppliers. Procurement (and validation) of instructions and manuals for the Service Desk- Training the System management team Training the System management team in troubleshooting and maintaining the Azure AD, Inune, SharePoint and Exchange.- ReportingReporting on a weekly and monthly base to Management and the project team about all calls, priority incidents, escalations and other findings.Secondary responsibilities: - Application administrator TOPdesk (SaaS version 7)Creating SelfService flows, users, operators, groups, importing assets, etc.- Systems management for IntuneAdding users/apps, Conditional Access, etc.- Systems management for Azure ADCreating users, groups on PowerShell- Systems management for ExchangeCreating Mailboxes, ext. contacts, groups on PowerShell- System management for SharePoint- Change Advisory Board Member Show less

Escalation Manager

• Jan 2017 - Jun 2017

A freelance project at the municipality Deurne to assist with the collaboration 'Peelgemeenten' (a collective existing of 5 municipalities) during the project-phase.Main responsibilities: - Call Management (incident/problem/change)- Escalation Management- Configuration Management- Providing technical input- Training the Service desk- Reporting- Call ManagementManaging all calls (incidents / problems / changes) through the ITSM tool (TOPdesk).- Escalation ManagementFunction as a bridge between the Service desk and all other parties when the Service Desk comes to a dead end and contracts and Service Level agreements aren't in place or fully defined. Creating processes for all tasks the Service Desk has. Parties are the Project team, Business Analysts, IT service Suppliers and Management.- Configuration ManagementSetting up configuration management. Taking over all assets from the project, setting up the process, structure the CMDB and make instructions for affected parties.- Providing technical inputProviding technical input about Azure Active Directory, Exchange, Intune, network, hardware and other methodologies used. - Training the Service deskTraining the Service desk in making comprehensive analysis for when calls need to be dispatched to the IT service Suppliers. Procurement (and validation) and making of instructions and manuals for the Service Desk.- ReportingReporting on a weekly and monthly base to Management and the project team about all calls, priority incidents, escalations and other findings.Secondary responsibilities: - Application administrator TOPdesk (SaaS version 7)Creating SelfService flows, users, operators, groups, importing assets, etc.- Systems management for IntuneAdding users/apps, Conditional Access, etc.- Systems management for Azure ADCreating users, groups on PowerShell- Systems management for ExchangeCreating Mailboxes, ext. contacts, groups on PowerShell- Change Advisory Board Member Show less

Service Delivery Manager

• Nov 2015 - Jul 2016

A freelance project AT&T for ASML Veldhoven. AT&T is supplier for the WAN on a global level and delivers all connectivity (through local contractors). Main responsibilities: - Change Management - Delivery/Order Management - Configuration Management - Systems management - Change Management Managing all changes through the customers personal ITSM tool. Starting with an audit on the customer change, a translation into AT&T systems, coordination on the impacting changes and reporting on all changes towards the customer. Member of the customer CAB for delivering input on all WAN changes. - Delivery Management Coordinating all orders and changes between all AT&T departments and the customer. - Configuration Management Setting up configuration management. Acquiring all assets from all locations and load them into a CMDB with a process an manuals. Assets are lines, modems, routers, firewalls, switches, etc. - Systems management Implementing standard changes on the firewalls (Fortinet) and VPN gateway (Netgate). Show less

Operations Manager

• Feb 2014 - Jul 2015

Responsible for operational Service Delivery at the customer, management of engineers at customer level, escalation management and an advisory role to project managers, service managers, cluster managers and the management. Monitoring, reviewing and improving existing processes, working methods, instructions and manuals, monitoring the progress and quality of service calls, changes and problems. Provide input for reports. The client: Responsible for a client with ± 1800 employees at different locations with a complete chain of services (hosting, hosted servers, managed servers, Cloud servers, Cloud workstations and engineers) with an average of 600 active online workstations and 250 offline workstations (laptops ), a server park of 60 production servers and an application landscape of more than 300 applications. Responsible for agreements with the customer on all operational and service-related issues together with the Service Manager linked from the employer. Together with the Service Managers, direct contact for all outstanding matters, such as work agreements, processes and information facilities. Contact with the customer is primarily through 3 Service Delivery Managers on the customer side, but also with the IT manager, project managers, service managers and application managers. Responsible for a management team of 7 Citrix Xen desktop administrators, a Citrix consultant, 4 App-V / MSI packagers, a SCCM specialist and an operational P.A. Project: Release & Patch Management: Set up release & patch management from start to finish together with the Service Delivery manager. Start preparing a description, naming the components, writing out the products / scope, methods and processes together with the responsible disciplines for each product and managing and safeguarding them. Show less

Process Manager

• Jan 2012 - Dec 2013

Configuration management: Implementing SAM; Setting up user software profiles, license management, software management, contract management. Hardware (cycle) management. Change management: Deputy Change manager; Preciding CAB and act according to an ITIL based change proces. Incident management: Escalation manager and responsible for major incidents and making incident rapports. Configuration management: Implementing SAM; Setting up user software profiles, license management, software management, contract management. Hardware (cycle) management. Change management: Deputy Change manager; Preciding CAB and act according to an ITIL based change proces. Incident management: Escalation manager and responsible for major incidents and making incident rapports.

Allround ICT Supporter / Topdesk FAM

• Jan 2011 - Dec 2011

Installing and configuring computer hardware operating systems and application. Monitoring and maintaining computer systems. Talking staff through a series of actions, either face to face or over the telephone to help set up systems or resolve issues. Troubleshooting system and network problems and diagnosing and solving hardware or software faults. Replacing parts as required. Providing support, including procedural documentation and relevant reports. Supporting the roll-out of new applications. Setting up new user accounts and profiles and dealing with password issues. Setting up an pre-build Exchange 2010 environment with user mailboxes, functional mailboxes and confuguring them. Cleaning and rebuilding the Active Directory. Topdesk FAM. Show less

Service Coordinator

• Jan 2010 - Jul 2010

As a Service Desk coordinator, ensuring the continuity of the Service Desk by facilitating employees in needs from an employee and employer perspective. This includes arranging staffing, distributing work, conducting evaluation interviews and making reports for management. Also drawing up training plans, implementing improvements and identifying points for improvement in the processes and monitoring them where necessary. Also responsible for monitoring escalations of tickets that are initialized both internally and by customers. Account manager: Ensure a good process from all departments for the "top" 10 largest / most important customers, monitor tickets / escalations. Also a small part of technical implementation (keeping servers up to date) in the absence of senior management (2 months). Keep track of the different DAPs and SLA monitoring. Project knowledge system customers: Provide a new information system (knowledge system) for customers with easy to find information. Responsible for the choice of the system, the installation and the entry of articles (according to a certain standard) by the different department and the monitoring of the planning. Also responsible for reporting schedules to the IT manager and management. Project knowledge system employees: Realize a new knowledge system for employees. Responsible for the choice of system, input, security and the "division" department. Planning for transferring or re-entering (according to a certain standard) and transferring it to all relevant departments with the usage protocol. Show less

Incident Manager / Teamleader

• Jun 2008 - Dec 2009

Set up the Service Desk and coach its employees. Guiding and directing employees within the Service Desk and supporting the resolution of 2nd line incidents that come in via telephone, e-mail, self-service or at the desk. Create, improve and control procedures and manuals. Creating incident reports and change reports. Training the new team leader of the Service Desk and the new process managers and implementing Functional management TOPdesk. Project information provision described and started in which a new single point of information was created for all 100+ employees of the ICTSC (ICT Service Center). Phasing out the various information sources, such as surf groups, Oracle and the public network drives and having them all introduced into the new information provision (WIKI) according to a standard process and house style / layout. Professionalizing the project TOPdesk 4.1 described and started up whereby the complete rights structure, the CMDB registration, the incident process, change process and working methods were revised, so that other groups could join and a service TOPdesk could be made from the ICTSC. TOPdesk Self-service project, where the intention was to steer users more towards the use of the TOPdesk Self-service and to have it completed in the correct way with the spearhead being “quality”. Show less

IT Project Coordinator

• Feb 2008 - May 2008

Project Employee

• Aug 2006 - May 2008

Configuration Manager

• Aug 2007 - Jan 2008

System Engineer

• May 2007 - Jul 2007

System Engineer

• Aug 2006 - Apr 2007

System Engineer

• Jun 2004 - Jul 2006

Helpdesk Engineer (apprenticeship)

• Jan 2004 - Jun 2004