In my role as Supportmanager ICT I take care of the daily operations and planning of both GouwIT's technical and functional helpdesks. These teams are responsible for helping customers with functional issues and the integration of GouwIT's software in the IT landscape of existing and new customers, building connections between the software and third party systems, building and maintaining GouwIT's datacenter, improving processes and documentation.

As Scrum Master: Managing the scrum-process, i.e. making sure all relevant steps in scrum are being taking, establishing team velocity, guiding the team where necessary, helping the team and Product Owner to set priorities.As Analyst-Programmer: refine specifications of new functionality to make ready for implementation, build new tests and functionality, review code, test functionality, give input for release notes, demonstrate built functionality.As Release Manager: manage the regular release of the product at the end of each sprint. Collect software and documentation, arrange and supervise installation of software, communicate with customer.

Certificates: Java SE 7 Oracle Certified Associate, Professional Scrum Master IProjects: RESTful back-end service based on Spring Boot with JPA and MySQL. Front-end based on Angular 2. Double role as programmer and scrum master in projects for 'sustainable real estate maintenance' and 'online exam' applications.

In this organisation of several dozen volunteers I am responsible for managing the daily operation and setting up working processes and organisation structure, covering tasks like Event Management, Social Media, Staffing/HR, External Relations, Marketing & Promotion and Facility Management.The Hub Eindhoven for Expats ("The Hub") is a not-for-profit organisation which commits itself to providing a platform in the Eindhoven region for internationals to meet other internationals and locals alike. The Hub focuses on the social aspects of being an international in the Eindhoven area, offering a place to build a new social life, find friends and integrate in Dutch society.

Followed Philips TV into the joint venture with TPV: a new company called TP Vision, fully committed to the Philips TV brand. In this new role I became part of the central call center management team and responsible for Knowledge Management, Social Media/Web Care and Web. Created from scratch and now managing a knowledge organisation with around 15 content creators around the world to provide our call center agents as well as consumers with relevant knowledge in their own languages. Defined processes to keep knowledge continuously up-to-date, by connecting knowledge owners to content creators and local content creators to central team. Centrally manage translations of core content. Regularly analyse use of the Knowledge Base to find areas for improvement. Motivate team to find ways to stimulate the use of the KB in the call centers. After separation from Philips, created TP Vision's own team of centrally located and managed web care agents for Europe. Defined standardised reporting to monitor trend developments of sentiment around Philips TV per country, language, product series, etc.

Standardisation of Quality reporting from the different Business Units (product groups such as TV, Shaving & Grooming, Personal Care). Extended PFQ (see Group Leader Diagnostics and Tools) to all applicable Consumer Lifestyle products (e.g. shavers, toothbrushes, home theatre systems, mp3 players, coffee makers). Trained Quality employees around the world in PFQ, a new Supplier Quality complaint handling system (Metricstream/SCAR/8D) and financial Quality KPIs.

Leading and coaching a team of 3 software and application engineers responsible for several software and hardware tools for our own department as well as 3rd party repair centers. Designed and implemented "Predicted Field Quality" (PFQ): a system for quality measurement and prediction of in-warranty product (televisions) returns which includes complicated functions for organising data and statistical analysis.Philips Consumer Lifestyle is the name of the company that was created per Jan 1, 2008 by merging former Philips divisions Consumer Electronics (CE) and Domestic Appliances (DAP).

Continued activities as in previous Software Engineer roles. In addition also worked on automation of internal departmental processes with respect to planning, project management and KPI management. Created Excel macros (Visual Basic for Applications) used to automatically synchronize planning data to reduce manual work and avoid mistakes being made. Built Visual Basic application ('Product Survey Tool') to manage the import, export and manual user input of planning data for our department's products which included parts lists, repair manuals and web content for televisions.

Further developed system as described below, now focusing on US market. Extended my insights in US consumer electronics market. Also deepened cooperation with US development team. Extended integration between fault diagnosis system and their local digital service manual.Built tooling to export English source text from troubleshooting instructions databases and import translations.

Managing IT demand for TV Service department (20 pax). Roll out of PC replacement program for whole department. First point of contact for day-to-day IT issues.

Worked on tooling for repair centers: Designed and implemented PC software (Visual Basic) and embedded software (C, Assembly) for a system for semi-automatic fault diagnosis in consumer electronics products (TV, DVD- and video-recorders). Defined protocols for communication between PC, interface and product. Continuously added functionality and support for new product generations.Focus on European and Asian markets.