URBANTZ

- I received and handled all customer inquiries and requests for support with the Urbantz platform.
- I had full ownership of the support request process, from problem analysis to feature suggestion.
- I proactively created tutorials, worked on the internal knowledge base and on the customer Help Centre. 
- I coached members of my team.

I provided support to external clients of our SaaS platform assisting them with
their everyday requests. I also actively participated in team meetings and the
creation of internal documentation.

IT Support Specialist

Voxbone (now Bandwidth)

- Provided technical support to the organization’s internal users of computers, applications and hardware.
- Handled install and upgrade of user devices (MacOS, Linux, Windows 10).
- Evaluated and recommended software upgrades.
- Handled hardware ordering & stock management (Lenovo, Apple). Managed the stock (physical storage and asset management).
- Identified all recurrent problems and problematic issues. Analysed the various improvements, proposed solutions and assisted with their implementation.

I successfully coordinated all internal IT Support activities, including large scale, company wide projects. I created new workflows, procedures and best practices, each with documentation. Maintained at all times high rate of internal staff satisfaction. Handled all contacts with the hardware and shipping partners.

Information Technology Operations Engineer

everis

Consultant with Everis Belgium
Client: European Parliament, Belgium

- Installation and configuration of software.
- Administration of the local IT environment.
- Participating in the creation of troubleshooting documentation.

I provided quick and professional VIP support for all the Members of the European Parliament and their teams of Assistants. I supported them, with all issues related to the IT equipment and facilities provided by the Parliament: laptops, Microsoft Surface tablets, iPads, private mobile phones (BYOD environment), network printers, monitors, cabling and conference rooms. I participated in the Members’ frequent travelling to Strasbourg, continuing to provide support during their time there.

Level 2 IT Support Technician to the European Parliament

Levi Strauss & Co.

Consultant with Hemmersbach GmbH & Co. KG. Belgium
Client: Levi Strauss & Co. (European HQ in Diegem)

- 2nd line onsite support.
- SCCM / Windows image support.
- Hardware repair with and without vendor support.
- Conference/meeting rooms support.
- Local stock/asset management.
- New employees onboarding.
- Support of EMEA wide roll-outs.
- Remote support of other Levi Strauss sites in EMEA.
- Assistance with asset management of other Levi Strauss sites in EMEA.

I provided high quality deskside support to the entire VIP and non VIP user population of the Levi Strauss European Corporate HQ.
I represented my consulting company on the client site, coordinating all IT activities and support needs directly with the client’s higher management.

Level 2 IT Support Technician

BASF

Consultant with Talent-IT Belgium
Client: BASF Belgium

- Internal support for all workstation related issues.
- Different Imac types (Install, Move, Add and Change).
- Mailbox and ticketing dispatching duties.
- Creating and adjusting Knowledge Database articles.

I successfully provided desktop support to all internal BASF employees working at the very large BASF plant in Antwerp, via remote desktop management tools and onsite visits. I actively participated in all team meetings and brainstorming sessions about the support unit.

1.5 level Internal Support Engineer

Ascento

Mandatory one year outplacement period following the closure of the EDS/HP CDS Service Desk. Participated in all seminars and job market coaching one on one meetings. Provided feedback and suggestions to improve the process for future participants.

Outplacement program participant

HP CDS

Symantec Account:
Remote Desktop Management support (technical problem solving)
New Hire Services support (account creation request handling).
HP CDS Mechelen, Belgium.

Technical Remote Specialist - Symantec account

AB-Inbev account:
Active Directory Administration, User Account and Mailbox creation
Coordinated IMAC Delivery (Install, Move, Add and Change requests for new hires and new infrastructure).
HP CDS Mechelen, Belgium.

Technical Remote Specialist - AB-Inbev account

General Motors Account.
Remote Desktop Management (technical problem solving)
EDWS GM Engineering Workstations Support for GM engineers.
HP CDS Mechelen, Belgium.

RDM-EDWS Support - General Motors account

Desk Manager Level A – Team Leader
(Led a team of First line + Remote Desktop Management operators) 
HP CDS Mechelen, Belgium

Desk Manager Level A - Team Leader - DSM account

SKF + Xerox account:
Desk Manager Level A –  Team Leader
(Led a team of First line + Remote Desktop Management operators)
RDM (Remote Desktop Management).
HP CDS Mechelen, Belgium.

Desk Manager Level A - Team Leader - SKF and Xerox accounts

SKF + Xerox account:
Technical Remote Specialist II Level C – Backup Team Leader
RDM (Remote Desktop Management support)
and server management including: technical problem solving, 
remote software installations, Active Directory management.
HP CDS Mechelen, Belgium.

Technical Remote Specialist II Level C - Backup Team Leader - SKF and Xerox accounts

HP Enterprise Services

SKF + Xerox account:
System Administrator / Backup Teamleader
Technical Remote Specialist II Level C – Backup Team Leader
RDM (Remote Desktop Management support)
and server management including: technical problem solving, 
remote software installations, Active Directory management.
EDS Mechelen, Belgium (now Hewlett Packard Enterprise Services).

Remote Desktop Management - Backup Team Leader / System Administrator - SKF and Xerox accounts

SKF account:
Backup Team Leader / System Administrator (Job Code Change) 
RDM (Remote Desktop Management)
and server management including: technical problem solving, 
remote software installations, Active Directory management.
EDS Mechelen, Belgium (now Hewlett Packard).

Remote Desktop Management - Backup Team Leader / System Administrator - SKF account

Electronic Data Systems

SKF account:
Backup Teamleader 
RDM (Remote Desktop Management)
and server management including: technical problem solving,
remote software installations, Active Directory management.
EDS Mechelen, Belgium.

Remote Desktop Management Backup Team Leader - SKF account

SKF account:
Team member
RDM (Remote Desktop Management)
and server management, including: technical problem solving, 
remote software installations, Active Directory management.
EDS Mechelen, Belgium.

Remote Desktop Management team member - SKF account

RDM CIO account:
(EDS Internal Remote Desktop Management)
Remote desktop and server management,
including: technical problem solving, remote software installations,
Active Directory management for the entire EDS CIO EMEA region;
local TFS (Technical Field Support) for EDS CIO in Mechelen 
(all of the above and hardware support).
EDS Mechelen, Belgium.

Remote Desktop Management CIO (Internal Support)

General Motors account:
Helpdesk Coordinator Senior
Service Request Management (SRM) Workcell
IMAC processing (Install, Move, Add and Change requests
for GM new hires and new infrastructure)
EDS Mechelen, Belgium.

Helpdesk Coordinator Senior - General Motors account

AIC (Avaya Interaction Center) software, EMEA roll-out project:
Mechelen, Belgium Project Leader
+ personally visited following additional helpdesks:
Budapest, Hungary, Nanterre, France and Bari, Italy. 
Succesfully coordinated EMEA roll-out of the AIC software,
designed to improve the helpdesk agents workflow
EDS Mechelen, Belgium

Avaya Interaction Center Roll-out Project Leader

Xerox account:
SME (Subject Matter Expert) CRM Application “Remedy”
France and Italy Coordinator.
Successfully provided internal support to my team 
for technical problem solving and reference/training 
for the CRM application in use.
EDS (Electronic Data Systems) Mechelen, Belgium.

Helpdesk Coordinator - Xerox account

- 22+ years of multilingual, international IT Service Desk experience
- Fluent in Italian (native), English and French
- Windows, Linux, MacOS desktop support, Mobile device support (MDM, Jamf, etc.)
- Active Directory, SCCM, Google Workspace, MS Office, Remote Control Tools
- Several CRM tools, Zendesk, Jira, Aircall
- Asset management / patch deployment tools (KACE, etc.)
- ITIL Foundation certified
- People Manager - successfully led multilingual support teams (teams size: 25/30 people)
- Expert troubleshooter, supporting small (startup environments) and large user populations
(corporate environments - 1000+ users), locally and remotely
- Meticulous, great organization skills (reorganised company workflows and implemented new
procedures based on ITIL ideals)
- Computer hardware repair skills (RAM upgrades, HDD/SSD replacement, etc.)
- SaaS support, APIs, Postman
- remote work environment
- async collaboration
- Slack, Zoom, Jira, Confluence, Zendesk

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