Experience

Vivitek

• Netherlands
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Supervisor

  • May 2021 - Present

  Service manager for Vivitek, a global leader in visual display and presentation products. Responsible for developing, improving, and managing the service operations for Vivitek EMEA. I am an experienced professional with a strong background in B2B service for the professional electronics and digital signage industries. I have a deep understanding of the business and technology trends in the marketplace and am able to translate these into effective service strategies. I am an enthusiastic and energetic leader with excellent communication and problem-solving skills. I am passionate about helping customers succeed and work hard to ensure that Vivitek remains at the forefront of the industry. Show less



Samsung Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Business to Business Support Specialist

  • Jul 2013 - May 2021

  Implemented Zendesk and JIRA to create insight into workflow and time spent Trained 4 new colleagues for the support team Managed the B2B support team Managed the service desk according to ITIL standards Created a knowledge base for the team to improve response and handling time Ensured that the KPI’s were met Decreased first response time from 4 hours to 0.7 Decreased average handling time from 18 to 8 hours Implemented Zendesk and JIRA to create insight into workflow and time spent Trained 4 new colleagues for the support team Managed the B2B support team Managed the service desk according to ITIL standards Created a knowledge base for the team to improve response and handling time Ensured that the KPI’s were met Decreased first response time from 4 hours to 0.7 Decreased average handling time from 18 to 8 hours



Redmax

• Rotterdam

• Webmaster

  • Apr 2008 - Oct 2012

  Increased web traffic for my accounts by employing SEO and SEA techniques. Being the first person the account met with and talked to on an almost weekly basis, this created the perfect setting to build a trusting relationship and made my role as one that translated the customer’s needs into roadmaps when identifying requests for change for the development team. Upsold several accounts from a basic retainer contract to more websites and/or solutions. Built a fully functional service desk from the ground up and made it adhere to the ITIL standards Show less