Experience

Algo Foundry

• Singapore
• Software Development
• 1 - 100 Employee

• Community & Partnerships

  • Feb 2023 - Present

  Drive partnerships and relations along with community growth, development, and engagement.

• Brand Ambassador

  • Oct 2022 - Feb 2023

  Support marketing and brand building initiatives.



Zone

• United Arab Emirates
• Entertainment Providers
• 1 - 100 Employee

• Community Ambassador

  • Apr 2022 - Dec 2022

  Building bridges between stakeholders and advise on community development, growth, and engagement. Building bridges between stakeholders and advise on community development, growth, and engagement.



BlockRank

• United States
• Information Technology & Services

• Growth Lead

  • Apr 2022 - Nov 2022

  Help develop the business and expand the company footprint across the ecosystem. Representing the company interest on social media and drive engagement to increase exposure and grow the company brand. Help develop the business and expand the company footprint across the ecosystem. Representing the company interest on social media and drive engagement to increase exposure and grow the company brand.



Algopulse (now WOBL)

• Australia
• Online Audio and Video Media
• 1 - 100 Employee

• Community Support Specialist

  • Apr 2022 - Jul 2022

  Guide a team of moderators and support company service development and growth in pioneering Community-as-a-Service across the eco system. Guide a team of moderators and support company service development and growth in pioneering Community-as-a-Service across the eco system.



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. Service Delivery Manager

  • Oct 2020 - May 2022

  Managing Shared Service Desk Services as part of cognitive business operations in the customer engagement management area, including infrastructure and application support for several customers across the Manufacturing industry. Overseeing the operational targets and financial performance along with team development.Additionally working on business development projects and initiatives along with several branding and marketing activities both internally and externally.

• Senior Project Manager

  • Jun 2019 - Oct 2020

  Responsible for management, coordination, and delivery of corporate and customer projects.Working on tender project for digitization of salary administration framework, leave & absence management, and work time scheduling.Responsible for vendor negotiations, implementation planning and execution, and adequate hand over to operations team.Also, sponsoring student recruitment activities in the Netherlands to enable mobility of education across borders.Also, managing startup of infrastructure IT support project for global customer in industrial equipment supply.

• Service Delivery Manager Infrastructure Support - UK Retail

  • Jun 2017 - Jun 2019

  Take over of Service Delivery Management of a Service Desk project in transition for a customer in the UK Retail industry. Initial target to complete overdue transition on fast-track - which we completed in August 2017. Post transition completion, the focus switched to service optimization and process development which led to 25% service improvement between September and December 2017.Current priorities are ramp up and inclusion of customer's Polish business into corporate Service Desk solution - exploration of automation and transformation of the service desk services -further development of end user orientation and enablement - and preparation and facilitation of high potentials for next gen leadership and carry over of project into its second year successfully.Tasks involve stakeholder relationship management and client escalation processing - infrastructure and asset management - service quality assurance and process development - career coaching and high potential mentoring in a multi cultural environment - and overseeing BAU operations.

• Project Manager Start Up & BAU - Professional Services EMEIA

  • Aug 2015 - Jun 2017

  Overseeing and coordinating the start up of the largest Service Desk operation till date for TCS in Hungary for one of our Professional Services customers. Beginning in August 2015 with a ramp up of 26 back office system engineers across 5 different languages (Dutch, French, German, Russian, Italian), with a target of 8 weeks for the delivery start. Followed by the ramp up of 150 first line service desk engineers spanning 15 languages (Dutch, French, German, Russian, Italian, Spanish, Portuguese, Norwegian, Swedish, Danish, Lithuanian, Romanian, Bulgarian, Czech-Slovak) and a time line of approximately 3 months. Following start up completion in the summer of 2016, the operation continued with primary focus on Dutch, French, and the GSA region in particular. Tasks involved are coordination of the network, voice, asset, and facility set up - interviewing and hiring over 150 people across a diverse landscape of languages and requirements - coaching and facilitation of said 150 people in operation and career planning - maintaining agreed quality standards and managing internal compliance requirements with local support teams.Handed over project deliverables in June 2017 to take on a new challenge.

• Project Manager Infrastructure Support - Civil Engineering & Consultancy

  • Sep 2013 - Aug 2015

  Between September 2013 and August 2015 - I was responsible for the Service Desk operation of a Dutch Civil Engineering & Consultancy firm.Ensuring a healthy and cooperative work environment for the team and maintaining the relationship between customer, vendors, and TCS. First point of contact for escalations from customer and TCS end. Discuss and implement process optimization with counterparts and customer to ensure a high quality product and service.In addition to day-to-day operations, the tasks involved team and career management, internal quality compliance, data driven process development, and asset & infrastructure coordination and maintenance.

• Operations Lead Infrastructure Support - Civil Engineering & Consultancy

  • Oct 2012 - Sep 2013

  First point of contact for Service Desk Agents on technical and process related questions and queries. Responsible for floor support for the Service Desk team while at the same time also taking calls and handling emails when necessary. Single point of contact for customers and vendors. First level of management on the floor. Monitor the quality of the work and provide feedback to the agents.

• Service Desk Analyst

  • Sep 2010 - Oct 2012

  Taking calls and handling emails from customers assisting them in the daily use and problems of soft and/or hardware products. As only native Dutch speaker during project start I was involved in other activities that are not in the general job description such as: Handling contact with Dutch Third Party Vendors, chasing incidents with customers, translating resource documents from Dutch to English.