Experience

  • Network Operations Centre

    at Markit

    May 2010 - at Present

    Provincie Noord-Holland

    Markit Amsterdam - Incident Management May 2010 – Present Day NOC Incident Manager, Markit on Demand, Boulder, USA (Sep 2012 – Dec 2014) • Staffing of 6 NOC Operators on a 24x7x365 shift rotation • Handling communication, co-ordination and reporting for all major incidents • Working closely with the business to deliver excellent service for clients • Driving service improvement in alignment with department objectives • Overseeing troubleshooting and resolution of incidents detected via monitoring and for client reported incidents • Compiling and presenting volumetric and trending data for analysis • Implemented NOC Business Continuity Plan Network Operations Centre, Markit N.V, Amsterdam (May 2010 – Sep 2012) • Monitoring global product and office infrastructure via multiple monitoring systems • Prioritizing and tracking critical alerts on Networks, Windows, and UNIX

  • IT Service Desk Analyst

    at Intrum Justitia

    April 2009 - May 2010

    Provincie Noord-Holland

    • Handling all IT related incidents, and change requests from local IT at sites across Europe • Supporting local IT staff in the Intrum Justitia Data Centre. Changing daily backup tapes for IBM AS400 • Supporting and using Windows OS, Win Server 2003\2008, Active Directory, Exchange 2007, Checkpoint VPN, MacAfee Anti Virus, Barracuda Spam Filter, Citrix, Blackberry and BES Management, Surf Control Web Proxy • Monitoring and responding to alarms for critical incidents for outages including WAN, and servers • Adhering to agreed SLAs and compiling monthly SLA report • Documenting and tracking incidents in BMC Service Desk Express based on ITSM model

  • Help Desk Support Specialist

    at Laureate Online Education

    October 2008 - April 2009

    Provincie Noord-Holland

    • Daily maintenance of the IT environment monitoring 200 workstations • Troubleshooting all desktop incidents • Logging all incidents into a global in-house service desk application • Monitoring user compliance with IT policies • Installation of new workstations in compliance with IT policies and giving training to new users for proper system usage • Administration of all hardware, software and IT supplies

  • IT Support Analyst

    at Unisys

    January 2006 - October 2008

    Provincie Noord-Holland

    • Providing 1st level technical support to various corporate and public sector employees, including Unilever and Merrill Lynch. • Logging tickets into Remedy resolving where possible or escalating to 2nd or 3rd line support groups. Supporting an array of software / hardware configuration including Microsoft Windows NT / 2000 / XP and all versions of Microsoft Office. • Diagnosing and resolving technical incidents, troubleshooting domain account issues, configuring printers and shared network drives. • Providing training for new staff and carrying out switch-over phone line testing. Acting mentor for colleagues and peers.

Education

  • ITIL FOUNDATION

    at Amsterdam

    2011 - 2011 (1 year)

  • ITIL Foundation

    at Amsterdam

    2011 - 2011 (1 year)

Languages

  • English Native

Followers (10)

Hives