Experience

WCC

• Netherlands
• Software Development
• 300 - 400 Employee

• IT Manager

  • Jan 2023 - Present

  Restructuring the IT Department. Asset Management, Application Support, Printer Support, Network Design, Network Implementation. Contract Review and Approval. Overall improving and or replacing the current IT / HR system and streamlining everything to work more efficiently together by way of native integrations between applications. Also gaining control of IT expenditure to minimize wasting money and maximizing productivity in the process. Restructuring the IT Department. Asset Management, Application Support, Printer Support, Network Design, Network Implementation. Contract Review and Approval. Overall improving and or replacing the current IT / HR system and streamlining everything to work more efficiently together by way of native integrations between applications. Also gaining control of IT expenditure to minimize wasting money and maximizing productivity in the process.



Backbase

• Netherlands
• Financial Services
• 700 & Above Employee

• Senior Information Technology Engineer

  • May 2022 - Present

  Senior IT Engineer at BackBase working primarily on projects. Office revamp, Meeting Rooms, JAMF Pro, Microsoft Intune, Google Workspace, Microsoft Azure and the integration between the various systems. Senior IT Engineer at BackBase working primarily on projects. Office revamp, Meeting Rooms, JAMF Pro, Microsoft Intune, Google Workspace, Microsoft Azure and the integration between the various systems.



sennder

• Germany
• Truck Transportation
• 700 & Above Employee

• Information Technology Project Coordinator

  • Jan 2022 - May 2022



Fastned

• Netherlands
• Renewable Energy Semiconductor Manufacturing
• 100 - 200 Employee

• IT Support & Infrastructure

  • Aug 2021 - Jan 2022

  Logging Calls in Topdesk E-mail handling Answering calls Providing limited onsite support Network troubleshooting Software support Supporting iPads & iPhones 1st and 2nd line Support for 100+ stores Weekend shifts between 09:00 – 24:00 on Saturdays Weekend shifts between 10:00 – 17:30 on Sundays Creating user documentation and procedures Supporting inhouse application Suit Apps Networking monitoring of the stores Creating tickets for Workplace Support Creating tickets for Workplace Retail Support Show less



Norgine

• Netherlands
• Pharmaceutical Manufacturing
• 700 & Above Employee

• IT Analyst

  • Sep 2018 - May 2019

  Manage the effective resolution of reported support issues in an efficient manner Act as a technical authority, providing expertise to both team members and users Ensure that we surpass internal clients expectations Keep internal clients informed in a professional manner ensuring accuracy of detail Troubleshoot problems and provide advice on appropriate and required actions Install, support and provide routine maintenance to hardware and software Ensure that documentation and job notes are kept up-to-date and accurate Manage the IT inventory Participate in IT projects Handle other duties and responsibilities as defined by the manager Manage both the Amsterdam (Norgine BV) and Belgium, Heverlee (Norgine NV) sites (monthly visits) Upgrading all Windows 7 clients to Windows 10 Updated all Flex desks with ergonomic Logitech keyboards & mouses Creating new user accounts using Active Directory (adding security group & mailboxes as necessary) Maintaining the meeting rooms (ensuring the Polycoms are working as as the big screens) Printer management & maintenance (adding user to the printer and enabling secure printing) Show less



Uber

• United States
• Internet Marketplace Platforms
• 700 & Above Employee

• IT Field Technician

  • Jul 2018 - Jul 2018



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Support Desk Technician

  • Nov 2014 - 2018

  Providing technical support to all employees off Booking.com and ensure that all systems are working properly; Use your initiative and technical knowledge to diagnose any technical support/IT problems on the desktops, laptops and phone system and provide effective resolutions or information to the user; Pro-actively providing information and regular communication to users on the progress of outstanding support calls and provide an indication of time-scale for resolution; Balancing and prioritizing multiple tasks from different sizes and business importance; Documenting and contributing to a knowledge base for support desk technicians; Arrangement of new PC’s for starters including setup, installation and configuration of the software/hardware based on individual user needs; Carry out user account maintenance for new hires, leavers and role changers Ensuring that all users are kept informed of relevant changes or developments on a timely basis and that all relevant training is provided, by updating tickets in Jira Coaching and educating direct colleagues in the team; Empowering Support Desk Technicians and ensuring they solve the issue themselves next time; Explaining the why behind an issue as well as how to solve it to fellow colleagues; Interacting with other teams to resolve issues together; Functioning as an escalation point and/or source of knowledge for Support Desk Technicians; Making logical trade-offs between coaching and the operational queues; Show less



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Computer Support Technician

  • Mar 2014 - Nov 2014

  Logging Calls in ITSM Email handling Answering calls Supporting Citrix users Supporting Virtual Environment Network troubleshooting Software support Logging Calls in ITSM Email handling Answering calls Supporting Citrix users Supporting Virtual Environment Network troubleshooting Software support



Philadelphia

• Amersfoort

• Skilled Servicedesk

  • Oct 2013 - Oct 2013

  Logging Calls in Topdesk Email handling Answering calls Providing onsite support Imaging laptops (updating XP to Windows 7) Supporting Citrix users Network troubleshooting Software support Enabling accounts for new users Supporting iPads & iPhones Assigning Calls (getting rid of the back log) Back Office (supporting Front Office colleagues) Logging Calls in Topdesk Email handling Answering calls Providing onsite support Imaging laptops (updating XP to Windows 7) Supporting Citrix users Network troubleshooting Software support Enabling accounts for new users Supporting iPads & iPhones Assigning Calls (getting rid of the back log) Back Office (supporting Front Office colleagues)



Cerus

• United States
• Biotechnology Research
• 200 - 300 Employee

• Helpdesk Administrator

  • Jul 2013 - Jul 2013

  • Support the day-to-day operations of the IT help desk including: monitoring and responding to help requests, escalating and resolving incidents in a timely manner, following up with customers and ensuring service level agreements are met. • Provide online assistance to employees working remotely. • Deploy and support end user systems, including but not limited to: desktop and laptop computers, printers, smartphones, tablets and assorted peripherals. • Utilize ticket tracking database to record help desk activities, software licenses and asset management. • Maintain accurate system inventory, making recommendations for repairs, upgrades and replacements. • Guard against viruses, malware, intrusions and other threats through the development and implementation of network and endpoint protection measures. • Provide end user application and PC training. • Support enforcement of security and technology policies. • Support IT projects and initiatives. • Support Technical Service with customer facing IT issues. • Document best practices as required. • Make recommendations to improve user support and help desk operations to IT Management. • Collaborate with the IT team to ensure smooth transition between shifts. • Facility support. • Any other duties detailed by management. Show less



The Citco Group Limited

• Cayman Islands
• Financial Services
• 700 & Above Employee

• Technical Support Engineer

  • Oct 2012 - Oct 2012

  Creating user accounts in Active Directory. Adding PC / Laptops to the domain. Imaging Laptops & Desktops. Migrating users from Windows XP to Windows 7. Asset Management. Providing application support. Daily tape backup duties. Troubleshooting hardware / software problems. Drive encryption. Limited telephonic support. Handling the various change / problem & request orders. Logging calls using CA Service Desk Manager. Managing / maintaining Avaya. Remote control of pc’s / laptops using CA Remote software. Cleaning up old pc’s / laptops / users from Active Directory. Logging / assigning calls to teammates including myself. Providing user support to Citco Netherlands mostly. Assessment of current support tools including helpdesk, remote software, drive encryption and asset management tools. Show less



G-Star RAW

• Retail
• 700 & Above Employee

• Helpdesk Technician 1st / 2nd Line

  • Feb 2007 - Jun 2012

  Providing support to over 900 users In charge of roll-out of all Notebooks (for all sales WorldWide & other users who frequently work offsite 250+). Maintaining stock of all notebooks & accessories. Updating notebooks with latest MS Patches. Configuring Outlook for off-line use on notebooks. (including exchange over the Internet). Installing Operating Systems and Antivirus. Supporting Microsoft Office XP, 2007 & 2010. Configuring Networking in Windows XP & Windows 7. Upgrading of PC’s and Notebooks. Configuring Network printers. Responsible for downloading Notebook Drivers for Windows XP ( Sony & Hewlett Packard ). Logging calls using Topdesk software Assigning calls to Technicians including myself. Taking remote control of PC’s on the network using Teamviewer, Dameware & Logmein to assist users with minor problems to increase helpdesk efficiency. Unlocking user accounts using Active Directory. Testing various software on the network. Liaising with the IT Asset Manager. And Notebooks ( supplying specifications ) Trouble Shooting Network problems Virus Detection and Identification. Liaising with Vendors ( HP, Sony, OCE, Nashuatec ). Troubleshooting Desktops and Notebooks. Creating AS400 user accounts. Enabling AS400 user accounts and redirecting Redirecting AS400 print queues. Traveling to the various locations nationally as well internationally. Patching network points as well as telephony. Adhoc duties. Migrating Windows XP user to Windows 7. Support SAP FiCO Users with Print & Authorization issues. Installing SAP GUI Client. Show less



Delta Lloyd Limited

• Amsterdam Area, Netherlands

• Call Centre Agent NL Support

  • Jan 2006 - Feb 2007

  Call Taking Call Resolution Solving Printer Problems Active Directory Configuring Lotus Notes 6 Trouble Shooting Network problems Call Taking Call Resolution Solving Printer Problems Active Directory Configuring Lotus Notes 6 Trouble Shooting Network problems



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Call Centre Agent

  • Nov 2004 - Nov 2005

  Solving Printer Problems ( AIX ) Active Directory Monitoring Servers Monitoring and maintaining RS6000 systems Starting and stopping of services (AIX) Redirecting printer output ( AIX ) Creating HCON users (AIX) Monitoring Tape Back-ups Back Office Solving Printer Problems ( AIX ) Active Directory Monitoring Servers Monitoring and maintaining RS6000 systems Starting and stopping of services (AIX) Redirecting printer output ( AIX ) Creating HCON users (AIX) Monitoring Tape Back-ups Back Office



Implitec Business Services

• Johannesburg Area, South Africa

• IT / Printer / Helpdesk / Field Technician

  • Sep 2002 - Nov 2004

  Providing support to over 1200 users. Installing Operating Systems and Antivirus. Installing Microsoft Products. Supporting Microsoft Office 2000 & XP. Installing SAP GUI 6.0.2 & Add-on Components. Configuring Networking in Windows 2000. Configuring Networking in Windows XP. Configuring Win 98 for Network Connectivity. Using Microsoft Virtual PC and configuring it for users using older incompatible programs on Windows 2000 and Windows XP. Joining of PC’s and Notebooks to the Domain. Upgrading of PC’s and Notebooks. Repairing printers ( mainly HP, Epson, Kyocera ). Installing printer drivers Installing Venus & Ingress configuring the print options. Installing MRS ( messaging system that integrates faxing capabilities with Outlook 2000 & 2002 ). Responsible for creating and maintaining Printer Drivers database. Configuring Network printers. Administering Network printers using HP Web Jet Admin. Password protecting all network printers. Responsible for downloading all Notebook Drivers for Windows 2000 ( mainly HP, Dell, Compaq, and Acer ). Logging calls using HEAT Software. Assigning calls to Technicians including myself. Taking remote control of PC’s on the network with Heat Software and Goverlan 5.5 to assist users with minor problems to increase helpdesk efficiency. Unlocking user accounts using Active Directory. Downloading Microsoft Updates and Patches. Testing various software on the network. Liaising with the IT Asset Manager. Assisting Supply Chain with purchase of Printers and Notebooks ( supplying specifications ). Trouble Shooting Network problems. Virus Detection and Identification. Liaising with Vendors ( HP, Dell, Compaq, Acer ). Troubleshooting Desktops and Notebooks. Show less



Musi High School

• South Africa

• IT Support / Consultant

  • Dec 2000 - Jan 2001

  Repairing 486 SCSI computers. Installing Operating Systems (Windows 98). Installing Antivirus (Norton Antivirus for Win95). Making recommendations for upgrade of PC’s. Repairing 486 SCSI computers. Installing Operating Systems (Windows 98). Installing Antivirus (Norton Antivirus for Win95). Making recommendations for upgrade of PC’s.



Epsidon First Technology

• South Africa, Fairlands

• Technician in Workshop & Production

  • Feb 1998 - Oct 1998

  Assembling and repairing PC’s. Upgrading PC’s, IBM Servers and Pentium II PC’s. Installing Operating Systems and Antivirus. Installing MS Products and Lotus Notes. Responsible for receival of old PC’s from Alexander & Price Forbes. Liaising with Customers. Helpdesk Duties Assembling and repairing PC’s. Upgrading PC’s, IBM Servers and Pentium II PC’s. Installing Operating Systems and Antivirus. Installing MS Products and Lotus Notes. Responsible for receival of old PC’s from Alexander & Price Forbes. Liaising with Customers. Helpdesk Duties