03-01-2000 tot 30-04-2014
Client Services 1st/2nd Level
Details: Working in a dedicated support role for GBA and the Dutch Flower
Auction. Utilizing in depth knowledge of the special
Setup/requirements of the above mentioned clients. Over the years
taking on several roles in the support organization:
· 2nd Line X400/EDI support
· Backup for IPC
· Training Team Members on X400 and generic EDI
· 2nd Line IBM Support
· Involved in Presales activities and Installations
· Writing Support manual for the HD in Spain
· Assisting/Driving Projects
· Software Demos
Current tasks are supervising the call queue, team coordination to
further optimizing support to ensure client satisfaction. Provided
clients with software demos which has resulted in revenue increase.
Advising/assisting internal clients (finance department, Sales,
Account/Project Managers) on technical issues.
The experience gained is being used to help clients in a better way,
giving them a strong reason to renew or prolong business with GXS.
01/10/2000 - 31/12/2002
Client Services Dedicated Support for:
Supporting several Key Accounts on a daily bases providing support on
software related issues, install or functionality problems.
Troubleshooting Network and Connectivity problems and providing
general support for all client questions for these specific accounts.
02/01/2003 - 29/12/2006
X400/EDI Support Role expansion: Under de guidance of 3rd Level
people such as Henk Boerboom and Thomas Peterson (development) I
have broadened my skillset by taking on daily support for X400 and
edi 2nd Level support. This means tracing documents through the
Amstelveen MTA/Management Center and further on edi level when
proven to have past X400 into our service.
03/01/2007 - 20/01/2014
Dedicated IPC Belgian Post and German Language Support
As extra support duties I have been asked to support more clients
such as IPC (mainly Enterprise/GUI/WUI, Managed Services orientated
support). And to assist our German colleagues proving in language
support the automotive industry (OFTP) and various Key Accounts
such as Bayer, Henkel.
03/01/2008 - 03/01/2009
Dedicated 2nd Line Support OFTP/ODEX supporting/assisting
Particpated in a 2nd Tier support role for Managed Services clients.
Tickets have been escalated to me for follow-up. For the most part
these cases were setup/configuration related issues which neededto be
solved. This ment daily checks on ODEX to ensure connectivity and to
check errors and subsequently remidy them in a prompt fashion.
15/07/2008 - 20/01/2014
Dedicated SHELL Support:
The NLDESK has a constant strong focus on the clients needs and at
the same we constantly saveguard skillsets in order to be able to
provide the best possible support to the client. As we have astrong
knowledge base we can deliver this level of quality of service
andsubsequently gain more business from the client. In 2008 we did
continue to extend our support by assisting tradingpartners of SHELL
in theirmigration/setup efforts.
03/01/2009 - 10/12/2010
Service Delivery Manager Flowerauction FlorEcom
In 2009 GXS identified the need for a Service Delivery Manager for
On identifying this need Mark volunteered to undertake this role and
to act as the single point of contact for this important Dutch client.
Mark has worked a significant amount of extra hours this year to
success of this client and has been involved in resolving major
communication issues that severely impacted FlorEcom’s business.
Description of the function/role:
1. To act as client initial escalation
with normal working hours
2. To be full conversant with the
client current and future
3. To attend client meeting via
conference call or at client site
(Workload/resource levels permitting)
4. When absent from the office to put
in place appropriate escalate
5. Client advocate within GXS
15/03/2010 - 15/07/2010
Accenture Onboarding Project
Accenture Project: I have been asked to lead the onboarding project of
ACCENTURE for client services. Several pre-go live meetings with the
client and internal teams have resulted in a concise plan of action
concerning training, infrastructural facilities. This project provided me
the chance to work on Team presentations, working with metrics and
incorporating them into presentations and ingeneral be part of a team
solely committed to onboard Accenture with the aim to help GXS it's
revenue to grow and extending it's client base.
01/09//2011 - 03/02/2012
AS2 Project Lead for the AS2 Certification Renewal scheme for all the
AS users Globally.
Implementing certificates, testing connectivity was initially not part of
the job description. But I reallywanted to do everything what was
needed in order to help the project to progress in the best possible
way. I have also done troubleshooting of AS2 issues which as a
byproduct sometimeswas necessary in order to get theclient up and
05/02/2012 - 20/01/2014
Focus on Inovis related products such as BIZZ connect, Bizz Manager.
I have spent a week in September 2012 in the UK for training on these
In October 2013 we have had training forcussed on Managed Services
which entails several Enterprises, DCTS, SMG, file locating,
troubleshooting, logfiles debugging. This was a weeks training in the
UK aswell. Gained knowledge has from then on been utilized to
support clients on the messaging side of things and aslo on the