support/helpdesk/on-site

Company: Aqumen (GB)   Customer: Hercules BVBA, Belgium           
Function: Regional IT-support Europe

• Responsible for supporting +/- 170 users on site (First point of contact)
• Main helpdesk responsible every couple of weeks: Supporting incoming tickets from all of Europe
• Replacing old laptops in roll out, transfer of user data
• Responsible for Backup System
• Responsible for buying new equipment, Purchase orders, negotiating contracts with vendors
• Working most of the time on my own as well as in a team
• Perform analysis, diagnosis, ... of desktops / Laptops and handheld problems for end-users, and recommend and implement corrective solutions.
• Execute Install, Move, Add, Change (IMAC) requests as they are submitted.
• Working according to the ITIL standards

Company: Safir Consulting   Customer: Well known Belgian Telecom provider
Function: Service Management Center -- SMC --  / Monitoring Engineer

• Perform troubleshooting on service level.
• Monitoring of critical services and act ASAP in case of error
• Coordinate and execute third party (supplier & contractor) operations on site or indirect via workorders. Execute operations with respect for the Customer Service Level Agreement.
• Creating and updating methods, processes, roadmaps and perform statistics on incidents.
• Report / escalate to management
• Working together with Change Management and Incident Management

Company: IBM SOUTH AFRICA
Function: IT Technical Support for Essent (Dutch Company) / Helpdesk / Training new employees

• IT support / CSC Agent / Helpdesk (first and little second line support)
• Using remote sessions to access the users pc and take control to solve issues
• Handle specific escalations
• Training new people
• Switching between 3 languages (Dutch / French / English)
• knowledge sharing
• Support users with IT problems / Goal of +/- 75 % first contact fix
• Working according to ITIL principles, close contact with SMC and interaction with on site support
• Responsible (part of team) for a Critical user group