Experience

January 2013 – July 2013 CPL@HP Amstelveen
Front Office On-site Coordinator Indigo Digital Presses
Opening Support calls
Ordering spare parts
Coordinating on-site engineers

January 2012 – January 2013 HP Designjet COE Amstelveen
Technical Solutions Representative
Qualifying support requests coming in via telephone, in both Dutch and German
Determining the best solution for both hardware and software issues reported
Elevating cases to the right departments, according to procedures
Liaisson between GCC and customers

March 2011 – Januari 2012 CPL@HP Amstelveen
Front Office On-site Coordinator Indigo Digital Presses
Opening Support calls
Ordering spare parts
Coordinating on-site engineers

August 2009 – December 2010 Hecc Alliance Boxtel
Technical Support Engineer
Supporting end users in the use of their Iomega hardware, Retrospect software as well as Avid MediaComposer software.
This at times included explaining how to set up/opening specific ports on the customer router as well as explaining file formats and their restrictions
August 2006 – July 2009 Hecc B.V. Boxtel
Certified Sonicwall Security Administrator
Taking care of and solving service requests regarding the SonicWALL product range (e.g. Firewalls, syslog applications and hardware e-mail proxies)
"promoted" to Senior 1st level at the end of 2007
This included going over customer's firewall rules, suggesting better solutions or rewriting them where needed.

April 2005–July 2006 Fujitsu Services Maarssen, Utrecht, NL
International end-user support agent
Supporting end users with issues regarding their Symantec software
Virus Removal Support

2001–2005 IBM CSC Sale, Cheshire, England
International 24x7 helpdesk analyst
Taking care of incidents arriving by telephone and/or e-mail for 60 different customers in 3 languages
Resolving and if necessary escalating these incidentsLiaise between Service Management and Third party resolvers
Development of trainingsmaterial to get new colleagues acquainted with the different logging tools in use

2000 - 2001 OTS Group Zaltbommel, Gelderland
Database engineer
Analysis en conversion of address data from several different formats to dBase/SQL compatibele formaten.
Clean and reformat data in order to use it in Direct Mailing processes
Prepare and produce direct mail products for customers
Create and update process documentation
Train new colleagues

Education

1995-1996 HBO Informatica Enschede, Ov.
1990-1995 MEAO BA with IT ‘s-Hertogenbosch, Nbr.

Personal Life
I preside the members council of the Dutch Pirate Party
I am the administrator of my family's website

Interests
General Knowledge, in particular languages and science
ICT, in particular networking and network security
Learning new things

Knowledge and Abilities
Languages:
Dutch Native
English Near-native
German Advanced

ICT
Command of
HP Designjet printers, Networking, Microsoft Windows, MS Office,
MS Terminal Services, Lotus Notes, Lotus SmartSuite, Coronado (Siebel) logging,
Quattro Pro, dBase, Personal Communications, DPU, Tivoli Problem Management,
Vantive, Service Center, RightNow, Salesforce;
X(HT)ML en CSS

Knowledge of:
Linux (diverse distributions), SAP, AS/400, RS6000 (IBM i-Series)
Printer Hardware