Associate

• Jan 2023 - Present

Business Consultant ServiceNow

• Aug 2022 - Present

ServiceNow Consultant

• Mar 2022 - Jul 2022

Business Consultant @Amsterdam UMC

• Jan 2020 - Mar 2022

Business Consultant

• Apr 2016 - Mar 2022

Quint is an international consultancy, training and technology company. We support organizations in designing and implementing their digital transformation. To this end, we accelerate and embed transformations by connecting people, processes, technology and leadership to one another. Quint’s key focus areas are Digital Strategy, Customer Service Management, Lean-Agile Enterprise, Enterprise DevOps, Enterprise Cloud, Sourcing Advisory and IT Governance.

Configuration Management Consultant @PLUS Retail in Utrecht

• Nov 2019 - Dec 2019

Feature Engineer @ING in Amsterdam

• Oct 2017 - Oct 2019

Managing Consultant ITSM @ING in Amsterdam

• May 2016 - Sep 2017

Technical Consultant @Sanquin in Amsterdam

• Apr 2016 - Apr 2016

Musician, Producer & Audio Engineer

• Jan 2012 - Jan 2019

As a Musician, Producer & Audio Engineer at Pravini Productions, I have: • Written, recorded and produced 2 studio albums • Written, recorded and produced 4 music videos • Performed on national stages, including: Kwaku Summer Festival and TivoliVredenburg • Toured internationally in the US, Suriname and the UK. As a Musician, Producer & Audio Engineer at Pravini Productions, I have: • Written, recorded and produced 2 studio albums • Written, recorded and produced 4 music videos • Performed on national stages, including: Kwaku Summer Festival and TivoliVredenburg • Toured internationally in the US, Suriname and the UK.

IT - Process Manager

• Jan 2010 - Jan 2016

In this period I have fulfilled several roles at Thales. As an Incident manager I was responsible for, among other things: • Describe, implement, improve and manage the incident management process and the major incident procedure; • Deliver input (analysis) for the customer and management reports; • Operational contact with customers. I have had periodical incident management meetings with the customers in which I discussed the achieved KPI's, trend analysis, points for improvement and operational matters. In urgent situations such as major incidents, where for example passengers could no longer check in and out at (metro) stations, buses and trams, I was responsible for communication with customers and stakeholders. In this process I brought together all the responsible engineers and application managers to restore functionality as quickly as possible. As a process manager I had the task for the Sales & Bids department and Problem management to make trend analysis of incidents in order to achieve improvements. With new services and/or clients, as Process Manager I have cowritten the Service Level Agreement (SLA) and File Agreements and Procedures. In addition, I have drawn up the SLA for the Network and OVCP (Public Transport Chip Card and Gateways) contracts of the NorthSouth Line in Amsterdam. Furthermore, as a key user, I had a key role in implementing ServiceNow. I was responsible for determining the requirements within the organization and for thinking along in translating these needs and demands into the configuration of ServiceNow. I was responsible for the Incident Management module and the Self Service Portal. As a key user I was also responsible for writing test scripts and testing the various modules before they were transferred to the production environment. As a key user I have also written the work instructions for the modules in ServiceNow and provided training to the (1st, 2nd and 3rd line) employees. Show less

IT - Problem Manager and Team Leader Service Desk

• Jan 2004 - Jan 2010

At Vialis, I started as a Problem Manager, which in practice meant combining different roles. Because the OV Chip card system in the Netherlands was still in the beginning phase, I have been involved in the installation (of the software) and testing of OV Chip card equipment (functionality) on-site in Rotterdam and Amsterdam. I then wrote the maintenance manuals and trained the field service engineers. Moreover, I have contributed to the design and implementation of the CMDB and ITIL processes. I also contributed to setting up the monitoring of OV Chip card equipment at Metro stations (gates, ticket vending machines and card readers). From 2006 to 2008 I was team leader of the central Service Desk. I was responsible for a group of 9 employees (6 Service Desk employees and 3 process managers). This was my first role as team leader, in which I quickly developed leadership skills to manage a diverse group of people. After two years I made a contribution to decentralization and a customer team has been formed on-site for each customer. From 2008 to 2009, I was responsible as a team leader for the customer team in Amsterdam. Here I have set up a local Service Desk (4 employees) and I was also responsible for the field engineers in the Amsterdam region (about 12 technicians). In 2010, Vialis was taken over by Thales and Thales Transportation Systems was founded. My team manager and I then decided to also take on the customer team Rotterdam. From 2010 to 2011 I was team leader of the customer team region Amsterdam (GVB) and Rotterdam (RET) (about 26 employees). Show less

Hardware Engineer

• Oct 2000 - Jul 2004