Consultant Service Management - Project Manager

Onetowin (Antwerp, Belgium - Montreal, Canada) 2008 till present

Consultancy projects @ Onetowin:

Business Analyst                                                                               April 2009 - Present

onetowin Canada (expat)

• Define business (process) requirements in HR and Sales and document processes, workflows and baselines aligned with the business strategy
• Elaborate and deliver processes (implementation, coaching and communication)
• Go-to-market: research business opportunities for consultancy projects, brainstorm on business presentation concerning service offering
• Identify change opportunities, motivate them to the steering team and implement these changes
• Projects:
• o Think Thank, Montreal (June 2009)
  Gather, define and analyze business requirements for client tool and related processes
  Liaise with stakeholders and other technical and business related areas
• o Onebigplanet (May 2009)
  Gather, define and analyze business requirements, manage client expectations
• o Panvision (May 2009)
  gather, define and analyze business requirements, manage client expectations

MS Vista, MS Office Suite, Ms Project, Ms Visio, Bizagi, BPM, UML

Call for tender                                                                                                                     2008-2009

• assist customers in defining and formalizing the requirements and deliverable specifications
• define business needs in accordance with all the stakeholders (IT and Business)
• creation of the related service catalog, defining the KPIs and reporting catalog

Project Manager Software Development         September 2009 - November 2009 (3months)

@comm Belgium

• Identify and document business needs in accordance with development team, sales and clients
• Elaborate and follow-up milestones and deadlines
• Create and coordinate planning and resources for web development projects
• Implement, coach and communicate development methodology (SCRUM) and testing
• Document and improve processes and workflows
• Improve efficiency of project management (planification,...)

MS Vista, MS Office Suite, Ms Project, Ms Visio, SCRUM, BPM

Change Manager & Project coordinator                       October 2008 - April 2009 (7months)
@ ING Belgium

• Tracked change life cycle from change initiation through completion or termination (business requirement to implementation)
• Worked closely with the Release Manager to help monitor and mature the organizations based on CMMI and ITIL processes
• Analyzed, implemented and updated the strategic and business planning of all changes within the organization (use cases and POC)
• Developed communication strategies and liaised with key stakeholders and managed the process and expectations
• Conduct GAP Analysis
• Manage the implementation of ITIL:
• Coordinate the implementation of Incident, Problem and Change management
• Elaborate and follow-up of deliverables, milestones and deadlines

MS Windows XP, MS Office Suite, MS Project, MS Visio, HP OpenView, Peregrine, ITIL, BPM, UML

Internal projects:

• Identified business needs (strategic level as well as IT) Initiated, completed and delivered proposals of change project on client infrastructures
• Reviewed project "lessons learned" and communicated on best practices
• ITSM Academy: set-up of development tracks for all different profiles
• ITSM Box: reviewed existing ITIL processes and adopted to BPMN, consequently distributed new template releases
• Prepared ITIL V3 Awareness Presentation
• Coached colleagues and clients in the principles and practices of BPMN using Visual Architect

MS Windows XP, Vista, MS Project, MS Visio, Visual Architect, MS SMS Server, MS Office Suite, MS Softgrid, SQL, UML

Consultancy Projects @ CTG

Project Manager                                                              June 2008 - September 2008  (4 months)
GSK Belgium

IPTel Support Transition

• Managed the transition of the PABX to VoIP on two major sites in Belgium
• Gathered, analyzed and defined the business and IT requirements
• Reviewed project plan, milestones and budget on a weekly basis
• Coordinated teams from GSK and the provider
• Anticipated on possible risks
• Established a communication plan and identified the stakeholder and the type of information required
• Define and implement processes for incidents, problems and changes specific for VoIP issues and requests during the project as well as after implementation

MS Windows XP, MS Office Suite, MS Project

Project Manager                                                    April 2008 - June 2008 (3 months)
Johnson & Johnson Belgium

IT Communications

• Identify and define the business needs with all stakeholders (Business and IT)
• Setup communication plan from ICT towards the departments of Johnson & Johnson
• Liaise between business and ICT: gather and analyze requirements, make recommendations and implement communication process
• Streamline communications with the SPOC and validate the change process
• Interview the involved parties to mutually agree upon the format of new releases
• Get management / Change Advisory Board buy-in for the process roll-out

MS Windows XP, MS Office, MS Project, MS Visio, MS Publisher

Change & Project Coordinator                                   June 2007 - January 2008 (7 months)

Ministry of Economy Belgium

• Coordination and planning for the COSMOS project
• Follow-up deliverables, milestones and deadlines
• Modified project plan from the original requirements in accordance with the stakeholders
• Adjusted process flow with time frame and capacities
• Define and implement the process flow specific for issues and requests from the project
• Managed a team of 12 engineers
  • The COSMOS project included:
  • Implementation of HP OpenView ServiceDesk
  • Implementation of Active Directory
  • Full migration of the client-infrastructure to Microsoft Windows XP (approx. 3500 workstations on 13 sites) and provide strategic project initiatives
  • Release management on standard build images
  • Organize workshops and information sessions

MS Windows XP, HP OpenView, MS Project, MS Visio, MS Office Suite, MS SMS Server, Active Directory

Computacenter (Zaventem, Belgium)  Jan '07 - Jun ?07

• Gathered and analyzed the business requirements
• Assessed technical feasibility and needs to answer business requirements
• Created a plan with recommendations and an implementation schedule in accordance with the business strategy
• Training, coaching and documentation of internal and customer site projects
• Follow-up of project deliverables, status and actions
• Testing of Cisco PIX firewall, NAC appliance and ASA
• Pre-sales, implementation, configuration and assistance to deploy security policies (e.g. Utimaco), data encryption solutions on removable media, hard disks and network
  • Cisco Routing and Switching: Cabling and hardware implementation, configuration and troubleshooting, including wireless solutions and VoIP
  • Hardware deployment and end-user training of IP phones and expansion modules
• Nortel configuration and implementation (BCM 50 and BES)

Xatrax Belgium                                                                                                              Jan '01 - Dec ?06

Internal projects:                                                                                                                     2001-2006

• Trainer & ICT Consultant, System Administrator & Support Engineer
• Internal & Remote Network Monitoring and System Administration
• Advisor in projects related to setup and improvement of service support mechanism
• Several deployment projects (hardware, OS, software,...)

MS Windows Server, Active Directory, MS Exchange, Symantec Ghost Server, Partition Magic, MS Office Suite, PCAnywhere, VNC Viewer, Veritas Backup Exec

Consultancy Projects @ XatraX

IT Infrastructure Analyst - Team Leader              October 2003 - October 2006 (36 months)

@ Eli Lilly Belgium

Transition Coordinator

Transition Lilly Services Service Desk to Cap Gemini Poland

Training, coaching and assistance to the Transition Manager and Project Manager

Resource management and project lead for service desk outplacement

Set up procedures and workflows (ITP compliance, release process documentation)

Managed a team of 8 service desk agents

(5 week expat in Cracow, Poland)

Service Desk Staff Leader & Second Line Support

Daily operational supervision and planning of the IT Helpdesk

Managed team of 4 agents and 2 second line support engineers

Daily support to users in 6 different languages for 9 countries (software, hardware, operating system, network, VPN connections, best practices and check procedures,...)

Develop BCP and DRP for Service Desk, develop and maintain Knowledge Base, My Service Desk portal

QA review on GMP applications and infrastructure (Clinical + IT procedures)

Support, maintain and improve GxP regulated applications, servers and hardware with focus on FDA compliance (21 CFR - part 11)

MS Windows 2000 & XP, MS Office, MS Visio, ITIL, Remedy, Cisco IP Phones, Wireless, Blackberry, Altiris, Veritas Backup Exec

Service Desk Supervisor                                    April 2002 - December 2002 (8 months)

@ Solvay Belgium     
Daily operational supervision and planning of the IT Helpdesk

MS Windows 2000, MS Office, Clarify, ITIL

Service Desk Agent                                              February 2001 - April 2002 (14 months)
@ Basel Belgium

Daily support to users (software, hardware, operating system, network, best practices and check procedures,...)
MS Windows, MS Office, Service Center