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Work Background
European Patent OfficeService Delivery Manager
May. 2019Den Haag
IndraService Delivery Manager
May. 2019Rijswijk, The NetherlandsAccountable for the delivery of Win, Lux & mainframe infrastructure and applications support services towards the EPO.
T-Systems Nederland B.V.Agile Coach
Aug. 2017 - May. 2019Den HaagAs a certified and experienced agile coach, I primarily facilitate, support, coach and teach Product Owners and their highly diverse and often globally distributed agile teams towards finding ways of delivering more value through leveraging agile frameworks, servant-leadership and continuous improvement. As a coach, I am involved in helping the organisation in its adoption of agile throughout the account - by providing training, coaching and drawing upon experience of creating and working with multiple, highly distributed teams, facilitation of scrum events and helping to remove blockers within the team and at organisational levels. Our agile service lines in T-Systems, help to deliver value through end-to-end fully managed services to our Shell Global Account customer, supporting their strategic goals for their global businesses and their joint ventures.
T-Systems Nederland B.V.SharePoint Service Delivery Manager
Mar. 2016 - Jul. 2017Den HaagAccountable for the operational quality and global service delivery for the Livelink and SharePoint services delivered towards the Shell customer. Responsible for ensuring the service is delivered to meet the contractual SLA for application environments in multiple global data centers owned by T-Systems, for a customer user base of 100k+ end users globally. Work duties
• Crisis, Escalation and Situation management
• Monitoring service delivery and co-ordination of internal service teams
• Identifying, planning and coordinating service improvements
• Monitoring, planning and delegation of service projects
• First escalation point for the customer for the service line operationally
• Staff performance management, reviews, coaching & mentoring.
• Responsible for service reviews and customer stakeholder management
T-Systems Nederland B.V.Livelink Service Delivery Manager
Apr. 2015 - Dec. 2016Den HaagResponsible for the delivery and management of Livelink services for the Shell Global Account within T-Systems.
T-Systems Nederland B.V.Knowledge Management Engineering & Consultancy
Jan. 2009 - Mar. 2015Den Haag, NetherladsI.T. Projects, engineering and Livelink and Sharepoint technology consultancy, for the T-Systems delivered Shell Global Livelink services for the Shell Global Account. Projects included upgrading Livelink to v9.7.0 in remote and global areas for Shell, including Houston and Brunei.
ShellShell Global Livelink Application Service Engineering & Consultancy
Feb. 2000 - Sep. 20093rd line Livelink EDMS Consultant.
Specialised project/systems design & support consultancy in Global Service Availability team. 3rd line Livelink consultant for Global Shell web-based EDMS system (60k users). Business critical, 24x7x365 application. Delivering IT solutions for Shell Information Technology International, including • System design • Implementation • Support • Troubleshooting Managing the architectural changes, customisations and security aspects of the system. Log analysis, performance tuning and reporting. Controlling various aspects of service availability such as application configuration, backup strategy and change management processes. Involved with improvement projects and activities including co-ordinating shell specialist teams (DBA, web, networks) for upgrading networking, hardware and software.
EMCUnix, Citrix & Windows 2nd line Support
Jan. 1998 - Feb. 2000Strong customer focused call centre as technical software support specialist. Primarily supporting NT, Windows 95/98, DG/UX and MS Back Office products. Duties: Customer support, problem determination, providing fixes, maintenance, troubleshooting, upgrades and implementation of NT (clients & servers), Win95/98, Exchange 5.5, Unix (DGUX), SQL server administration, developing and implementing backup/recovery strategies, server builds, projects, upgrades, liasing with and assisting in-house technical teams, determining & delivering customer requirements, sales demonstrations, on site customer set-up, liasing with customers and suppliers, customer telephone support, administration of in-house servers
Data GeneralCustomer Services Software Support & Helpdesk Developer
May. 1997 - May. 1998Lead for development, support, training and implementation to corporate customers for a in-house developed helpdesk call tracking system designed and created using the Remedy Action Request System which allowed automated call logging by customers into DG's call management system. Duties: Maintaining, upgrading and troubleshooting all aspects (including networking) both on the clients and the servers involved in the WAN client/server architecture. Servers running Remedy AR System, SQL 6.5 (upgraded to 7 later), Exchange 5.5 and NT4. Clients included Win95/98 and NT4 both local a remote
London East Training and Enterprise CouncilData Analyst
May. 1996 - May. 1997MS Access Developer Project: design, creation and implementation of a event management database. Training staff to use the database, reporting and assisting in event co-ordination.
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