André Daudeij Email & Phone Number

Haarlem, North Holland, Netherlands

Imbema is a wholesale business with 5 locations in The Netherlands and 1 in Belgium. I support a user base of about 200-250 people with all their issues. Imbema has moved from a server based environment to a SaaS driven environment using almost only Apple devices. We are running Jira/Confluence for the everyday servicedesk operations and for development of new concepts. For the rest we are using tooling software like Microsoft Office 365 (incl MS Outlook/Teams/OneDrive/Sharepoint/Azure AD) as well as Teamviewer, Oracle NetSuite ERP/Sandbox, Jamf/Kandji, Barracuda, Tableau, ADP and PaperCut Printer services system. I support my direct colleague Ron Leering on the Servicedesk and two IT Support managers. In total the IT Support Department consist of 6 people. We strive for a high level of security going for Zero Trust environment with 2FA with Microsoft Authenticator.

Heemstede, North Holland, Netherlands

Support Specialist and Sales Support Specialist for Portland.eu. I supported the following products for our IT Resellers and MSP customers:Acronis Cyber Protect, MailStore. MDaemon, Avast Business Cloudcare, ConnectWise, Scale Computing. Also worked extensively with ODOO as database ERP solution.Supporting Sales colleagues by insuring quality control and performing demos.Tools: Acronis Cyber Protect Portal, ConnectWise Automate Portal, Teamviewer, ODOO database management, Avast/Acronis Business Portals and Knowledgebases.

Tvt Media Amsterdam

Circle IT in Cardiff, Wales has several clients in the Educational and Media branche. One of their clients is TVT Media in London. TVT Media has several subsidiaries of which TVT Media in Amsterdam is the one for which I have been working. I support the approximately 85 people at the Amsterdam office in the UP office which is located next to the Amsterdam Passengers Terminal at the Piet Heinkade 55 in Amsterdam. Next to this I also assist the approximately 250 colleagues at TVT Media in London.TVT Media Amsterdam had just had the upgrade to Office 365 and TVT Media London also got the upgrade to Office 365. I have assisted with the completion of the upgrade.Daily tasks were Local/Azure Active Directory administration and Google G-Suite/Workspace administration work. Exchange server. Printer support and work place support. Loading images onto Dell hardware with UEFI rollout. Troubleshooting soft- and hardware issues, logging service calls with Dell support. Training people in the new Office 365 environment.Updating both the TVT ticketing system (Jira) and the Circle IT ticketing system (Autotask/Datto) and keeping people informed. Helpdesk activities.

Haarlem Area, Netherlands

At the City/Municipality of Haarlem I supported the approximately 1750-1800 users. Workenvironments include Windows 10 pc and laptop base (mainly HP), Citrix access, Apple IOS devices, MAC OS devices, Windows Mobile devices, Android based portables.Haarlem uses many webapps/App V apps like Proweb, Squid XO, and uses both Windows Server as Linux based server access. Daily working with Topdesk incident managent program, Active Directory, Exchange configuration server, Citrix SMS Passcode Access as well as Citrix configuration server access, remote access program for remote control. Haarlem has rolled out the Office 365 Suite to its employees. Both on devices as the cloud access entry. I gathered all issues and made a listing for the Microsoft O365 project team.

Amsterdam Area, Netherlands

The European Headquarters of ICL Group Global is situated near the Amsterdam Fashion Center close to the Amsterdam Lelylaan trainstation. The European Headquaters has been opened recently (June 2015).My main task next to doing full technical support for the ICL European Shared Service Center headquarter is to take care of the new ICL employees arriving from all over the world to Amsterdam. This includes setting up accounts/hardware/workplace/software/network shares rights/portables and sending out an introduction email and doing aftercare. My objective is to share best practices to enable new employees to help themselves and other colleagues. I also make sure that new employees are getting productive and staying productive for their new employer.My main tasks were call handling through telephone/email. Updating tickets and informing customers on the status of the tickets. Work place management. Using remote control tools to make adjustments on PCs/laptops. Handing out portables. Adjusting rights in applications. Creating accounts. Answering questions regarding Office suit, Citrix, SAP, cloudbased Office solution, etc.After a year the contract through Randstad (later Yacht.nl) wasn't extended due to budget-related matters regretably.

Managing all incidents for UvA/HvA. Please look at my Business Resume 2014 above.

Amsterdam Area, Netherlands

Manage all issues from UvA/HvA. Please have a look at my business resume above...

Amsterdam Area, Netherlands

Incident Manager/Servicedesk Specialist at the UvA/HvA. 3 months project to help approximately 70 thousand students start their new study year at the University/Highschool of Amsterdam, Also support all fixed/temporary staff of the University/Highschool as well as visitors, allined personnel and security/library/etc people.Please have a look at my business resume per 1 November 2014.

Haarlem Area, Netherlands

Specialist in the area of developments in the mobile devices (laptops/tablets/portables).Sales on local markets of computer acessoires and related gift articles.Active in social networking in the region Kennemmerland.Due to lack of revenue ended private enterprise in October 2013.

Amsterdam Area, Netherlands

Incident manager role on helpdesk Alex/Binck/TOM.Internal/external contacts (other BinckBank offices and external parties).Resolving issues for internal employees and negotiating with other parties to get larger incidents resolved. Active Directory work and authorizations in several applications. Providing status updates on incidents.Job ended after three year contracts.

Amsterdam Sloterdijk

Latitude support departmentResolving technical issues for Dutch/International customers of Latitude/Inspiron laptops.Arranging for the sending of parts through courier UPS/Collect and Returns (CAR)/technicians to work on location of the customer.Help customers through telephone/mail/chat/remote control tools to resolve technial issues with Dell hardware.Providing feedback to management about points for improvements as result of information gathered through callbacks to customers that returned surveys with bad marks.Dell Solution CentreTechnical research with customers on hardware/software issues for all out of warranty Dell hardware.Processing of payments for these solutions.Once payments were received release solution traject.Keep track of logistics during solution traject.Solving software related issues like reinstalling drivers/resolving software conflicts.Dell has decided to outsoure the support for Latitude laptops and the Dell Solution Centre which terminated my job contract.

Leiden

Worked in the consumer market support group supporting the Norton brand of software but also pcAnywhere and Ghost software.Telephone/email support in Dutch/English and German.Joined Symantec on 3 subsequest visits to CeBIT fair in Hamburg to support Norton Commander and pcAnywhere.Created and translated Lotus Notes knowledge base documents that were put online for customers as top 10 hot issues.Norton Commander/Navigator/pcAnywhere specialist.Beta testing of Norton software especially the localised Dutch/German versions.During the updates of the Dos/Windows versions of Norton Commander was liason for the localisation team in Dublin, Ireland.After a decision was made to outsource the consumer support group acted as liason for outsourcer ICL/Fujitsu Services in Maarsen.Symantec decided to move all support roles except for Marketing/Sales to Ireland so my contract was terminated.