Bas Brouwer Email & Phone Number

Netherlands

Glasgow, Scotland, United Kingdom

Main responsibilities:• Providing 1st, 2nd and some 3rd line support to all internal SThree staff globally (Approx. 3000 Users)• Answering incoming calls, chats, emails and selfservice tickets logged by users.• Ticket management via Supportworks.• User account management via Active Directory and Azure.• Mailbox management via ECP, Hybrid ECP and Active Directory• VPN Client Support (Forti Client)• Device Management via Azure• Remote control support via Teamviewer.• O365 support• 2FA / MFA support via Azure• Setting up SAP accountsAdditional Responsibilites:• Knowledge review via Confluence• Operations shift: o Performing daily checks o IT Operations mailbox management. o Monitoring of network and systems via SolarWinds and AWS o Reporting of Service Disruptions and Major Incidents to Outage Manager. o Contacting Vendors when required. o New starters, Transfer and leavers support via SAP.

Glasgow, United Kingdom

Main responsibilities:• Providing Support for all CBRE LTD (incl GWS) staff in Scotland Region (300+ users) and internal support teams.• Answering incoming calls, emails and tickets logged by users.• Supporting users via, Calls, Emails, Face to face, Skype, MS Teams, WhatsApp & text.• Ticket management via ServiceNow.• User account management via Active Directory and Azure.• Mailbox management via ECP and Microsoft Exchange console.• Configuring hardware for new users. PCOIP monitors (Samsung & Lenovo), Laptops (HP, Dell, Lenovo), Ipads, mobile phones (Iphone, Samsung, Nokia).• Setting up meeting rooms for video conferencing (Cisco), Training using PCOIP monitor, Webinars.• VPN Client support. (Cisco AnyConnect & Global Protect VPN)• Liaising with 3rd party vendors.• Research ongoing issues and liaising with 3rd line team.• Follow up on all assignments and maintain good relationship with users.• Xerox printer support (Configure, relocate, consumables and light repairs)• Patching of additional network ports on switched and patch panels.• Removing and racking of network Cisco switches and Routers.Projects:• Internet provider refresh for Scotland region.• Xerox printer refresh for Scotland region.• Laptop refresh for 300+ users (UK Wide).• Edinburgh office refurbishment.Volunteering:• Social committee member Jan 2018 – Feb 2019

Glasgow, United Kingdom

Main Responsibilities:• Serving as an technical expert to all level 1 IT staff and end users• Effective incident and problem management maintaining ownership, logging, monitoring / updating and resolving incidents• Provide proactive monitoring and management of incidents allocated to team via the call management tool. Ensure all requests are prioritized and managed pro-actively according to impact, escalating problems as required.

Glasgow, United Kingdom

Main Responsibilities:• Serving as an area technical expert to all level 1 IT staff and end users• Effective incident and problem management maintaining ownership, logging, monitoring / updating and resolving incidents• Provide proactive monitoring and management of incidents allocated to team via the call management tool. Ensure all requests are prioritized and managed pro-actively according to impact, escalating problems as required. Additional Responsibilities:• Tool champion for EMEIA processes• Assisting BeNe team with Email support when required

Glasgow, United Kingdom

Main Responsibilities:• Providing 1st line technical support for 1500 users in Belgium and 4500 in the Netherlands via telephone, email, chat and remote connection• Daily management of personal cases• Handling complaints in a professional manner and escalating when appropriateAdditional Responsibilities:• On boarding new joiners for BeNe and GSA teams – system access, liaising with onsite services, point of contact• Helping Seniors with escalations• Backup Senior analyst for early shift (7 am start. Creating Rota’s, answering the sickline etc.)• Single point of contact for service disruptions for BeNe team (backup for GSA and UKI)• Tool champion for several applications• Maintaining team mailboxes (Archiving, Updating of templates)

Glasgow, United Kingdom

Main Responsibilities:• Acting as Situation Supervisor, coordinate recovery of Service Disruptions and Major Incidents, • Handling Technical escalations from first line teamsAdditional Responsibilities:• Providing 1st line Out of Hours Technical support for several countries (UK&I and Nordics)

Glasgow, United Kingdom

Joined during launch phase of newly transitioned Service Desk. This was the first time Glasgow site took on an overseas service desk and I provided full and active support to management to ensure the success of this transition. Throughout a difficult launch, performed consistently above my peers in all KPI – Remedy Incident quality, Call Handling Time and First Time Fix RateMain Responsibilities:• Providing 1st line technical support for 1500 users in Belgium and 4500 in the Netherlands via telephone, email, chat and remote connection• Daily management of personal cases• Handling complaints in a professional manner and escalating when appropriateAdditional Responsibilities:• On boarding new joiners for BeNe team– system access, liaising with onsite services, point of contact• Helping Seniors with escalations• Helping other BeNe team member with technical issue’s via 1 on 1 chats or team chat

Greenock

• Providing 1st line technical support B2B on the Xerox campaign• Explaining processes in an easy to understand manner• Trying to resolve the problems on first contact where possible• Taking orders for consumables B2B• Handling complaints in a professional manner• Working to strict SLA