Marco Berkhout Email & Phone Number

Zoetermeer, Zuid-Holland, Nederland

Valkenburg, Zuid-Holland, Nederland

IT Consultant for Information Security

Schiphol-Rijk, Noord-Holland, Nederland

Utrecht, Utrecht, Nederland

The Service Center offers central support with issuing IT resources and with questions about housing, BHV, Safety, Sustainability and Arbo to all employees of the Education Inspectorate. The Service Center is the One-Stop shop for employees and is the linking pin with our service providers within the government services: DUO for the workplace, Jio for the facilities in our offices and B/CFD for the facility services. The team multidisciplinary where possible. The team is still in development… Show more The Service Center offers central support with issuing IT resources and with questions about housing, BHV, Safety, Sustainability and Arbo to all employees of the Education Inspectorate. The Service Center is the One-Stop shop for employees and is the linking pin with our service providers within the government services: DUO for the workplace, Jio for the facilities in our offices and B/CFD for the facility services. The team multidisciplinary where possible. The team is still in development, and there is a improvement plan that pays attention to processes and services, but also to cooperation, team spirit and individual development. It is the task of the team leader to manage this team operationally and to further shape the development of the team. The objective is to have completed the improvement plan after the assignment (1 year), whereby the processes are in order, it is clear who is responsible for what, there is a clear service catalogue (which services do we provide) and there is a team that can work together. Show less

Den Haag, Zuid-Holland, Nederland

Chairman Developers GuildProject CoordinatorRelease ManagementChange ManagementIncident Management

Den Haag, Zuid-Holland, Nederland

As a delivery chain manager I work within the team Functional Application Management PROZA. The Proza management team manages the document and process management applications for OCW.The delivery chain manager is responsible for the integral direction of the Document Management Application Portfolio. As a delivery chain manager, I ensure the interplay between customer organizations and management parties around the Prose application portfolio and I am also responsible for direction on the… Show more As a delivery chain manager I work within the team Functional Application Management PROZA. The Proza management team manages the document and process management applications for OCW.The delivery chain manager is responsible for the integral direction of the Document Management Application Portfolio. As a delivery chain manager, I ensure the interplay between customer organizations and management parties around the Prose application portfolio and I am also responsible for direction on the change process and the release process.I maintain intensive contacts with internal and external suppliers at tactical level. I am committed to the realization and I act as (delegated) client towards suppliers. I am sending continuity and improvement of service. I do this together with an enthusiastic team, which consists of a number of functional application managers, the Helpdesk and a manager.I am a connecting link in the network and works closely with the Central Product Owner, which represents customer interest from the service parts.As a delivery chain manager, I monitor the assignment and questions to the realization force of the management team and the quality of service. I focused on collaboration, I try to prevent escalations. Show less

Arnhem, Gelderland, Nederland

I work in the Asset Management Services team (AMS), subteam of AMD department. This team manages the strategic IT solutions for the Asset Management Chain (Asset Management, Grid service, Offshore and large projects) for TenneT NL, and will implement the first corporate (for NL and GE) Asset Management service. I work closely with Functional and Application managers, Business Analysts and the Solution Architects from The Netherlands and Germany. As IT Service Coordinator, I am accountable for… Show more I work in the Asset Management Services team (AMS), subteam of AMD department. This team manages the strategic IT solutions for the Asset Management Chain (Asset Management, Grid service, Offshore and large projects) for TenneT NL, and will implement the first corporate (for NL and GE) Asset Management service. I work closely with Functional and Application managers, Business Analysts and the Solution Architects from The Netherlands and Germany. As IT Service Coordinator, I am accountable for the quality of the Dutch delivered services in this domain and for leading and coaching the team.I monitor the team's performance and the well being of the team members. Thereby, I focus on the improvement of the team and progress of the team goals. I coach the team members and take part in project steering committees as the IT representative in the ' sr. supplier role', where I focus on delivering project results and a good handover to IT operations. Also improvement in the cross department collaboration is part of my focus. I will also perform the HR-cycle of the team members. Show less

Den Haag, Zuid-Holland, Nederland

Leading the harmonisation project of the productgroep IDM-MDM as part of the transition program of the SSC-ICT.• Harmonising and standardising the administration of 7 IDM-systems.• Organising digital brainstormsessions te determine improvement issues.• Merging two teams.• Coordinate agile working by the coworkers.• Rapport to the steering commitee of the transition.• Find a way how the teammanager and the coordinators can collaborate.• Introduce a culture of… Show more Leading the harmonisation project of the productgroep IDM-MDM as part of the transition program of the SSC-ICT.• Harmonising and standardising the administration of 7 IDM-systems.• Organising digital brainstormsessions te determine improvement issues.• Merging two teams.• Coordinate agile working by the coworkers.• Rapport to the steering commitee of the transition.• Find a way how the teammanager and the coordinators can collaborate.• Introduce a culture of improvement. Show less

Schiphol-Rijk

De Meern

Continual Service Improvement for the Service Delivery processes and procedures.Auditing the SDM processes and procedures to SUBMIT proposals to improvement these processes and procedures.

Hoofddorp

• Auditing logged tickets• Propose improvements• Review processes proposals

Den Haag En Omgeving, Nederland

• Review, improve current Incident Management process• Implement new Incident Management process• Create a new priority matrix• Review and improve current Major Incident procedure• Implement new Major Incident procedure• Configure the new process and procedure in TOPdesk• Describe and implement Request Fulfilment proces• Configure the new Request Fulfilment process in TopDesk• Create reports and dashboards

Den Haag

• Investigating the efficiency and effectiveness of the demand and production process in the total value chain in which customers and suppliers are involved.• Analyze bottlenecks in this value chain and resolve them, working closely together with the Change Managers.• Report on the continuity of services in the value chain and consult the Contract Managers.• A leading role in customer teams that are more focused on current services.• Having an antenna function for innovations… Show more • Investigating the efficiency and effectiveness of the demand and production process in the total value chain in which customers and suppliers are involved.• Analyze bottlenecks in this value chain and resolve them, working closely together with the Change Managers.• Report on the continuity of services in the value chain and consult the Contract Managers.• A leading role in customer teams that are more focused on current services.• Having an antenna function for innovations that are important for improvements in current services.• Establish an adequate communication structure with customers and users and make use of the communication channels with suppliers with regard to service quality.• Report on the overall quality including the effectiveness of the services and the efficiency, speed and agility of the production chain.• Connecting required disciplines and associated roles to the (operational) delivery of the services.• Perform in the event of major disruptions in the applications and acting as an escalation point for the customer, especially in the area of ​​the on-going business.• Discussing and implementing complex change requests with the customer.• Reporting to Deputy Head of DBV / IV on the quality of the work.• Make decisions when analyzing and monitoring performance, when setting up the communication structure to customers, users and suppliers, when escalating and when implementing changes.• Conducting discussions with suppliers about the content of the management contracts.• Establish governance for a hybrid management environment where DevOps and ITIL co-exist.• Mentor new Service Manager Show less

Den Haag En Omgeving, Nederland

Application replacement for Centrum Jeugd & Gezin and GGD Haaglanden. The project is to present options for a replacement application to the steering committee. After the final selection the application needs to be implemented.

Amsterdam En Omgeving, Nederland

I was asked by the management of the IV Unit of the cluster Sociaal to create a rough actionplan for the integration of serveral servicedesks of the IV Eenheid. By interviewing different stakeholders I determined what sentiments existed and what ideas were already presents. The results of these interviews and the conclusions I draw I discussed with management and wrote them down to create the actionplan.

Gouda

Purpose:- To esthablish and maintain a busines relation between Centric and the customer;- To understand the customer and its business needs;- To identify customer needs and ensure that Centric is able to meet these needs;- To negotiate service level agreements (warrenty terms) with customer and ensure that these can be satisfied.Focus:- The overall customer/Centric relationship;- Which services Centric will deliver to meet customer needs;- Reaching agreement… Show more Purpose:- To esthablish and maintain a busines relation between Centric and the customer;- To understand the customer and its business needs;- To identify customer needs and ensure that Centric is able to meet these needs;- To negotiate service level agreements (warrenty terms) with customer and ensure that these can be satisfied.Focus:- The overall customer/Centric relationship;- Which services Centric will deliver to meet customer needs;- Reaching agreement on the level of service that will be delivered for new and existing services;- Ensuring Centric is able to meet those agreements.Primary measures:- Customer satisfaction;- Achieving agreed level of service Show less

Amsterdam Area, Netherlands

Migrate Stadsdeel Zuid infrastructure to a centralised ICT organisation (DICT)Migrate personnel to centralised ICT organisation (DICT)Design and implementation a demand management organisationImplement solution for infrastructure components that are not moved to centralised ICT organisation (DICT)Accountable and responsible for managing the service deskAccountable and responsible for managing system administration and network administration

Capelle Aan Den Ijssel

Accountable for the Service Management services of QuadroVision - Service Desk - System Administration - Application ManagementAccountable for human resources within the Service Management departmentAccount Management for our Service Management customersFunctional design for new application

Hoofddorp

Review and improve the existing Incident Management and Change Management process at TNT Head Office. Description and implementation of a Problem Management process that fits the Head Office culture. Organize presentations and workshops for IT personnel to streamline the implementation of these process changes. Customize the service management system to reflect this new processes.Customize the monthly service management report to be interesting for both senior and middle… Show more Review and improve the existing Incident Management and Change Management process at TNT Head Office. Description and implementation of a Problem Management process that fits the Head Office culture. Organize presentations and workshops for IT personnel to streamline the implementation of these process changes. Customize the service management system to reflect this new processes.Customize the monthly service management report to be interesting for both senior and middle management. Lotus Domino system administration including the upgrade from version R6 to R8. Implementation of an archiving solution in Lotus Domino, to stop the uncontrolled growth of mailboxes, without hampering the business processes.Advise management with regards to the yearly review of the hardware support contracts.Coordinate replacement of the service management toolInvolved in moving the serverroom and its equipment to an external datacenter.Involved as an advisor in the move of the Head Office to a new building. I advised IT management about the necessary steps and the implementation of new services. In this function I fulfilled the following roles:- Problem Manager- Change Manager- Information Security Counsel member- Change Advisory Board member- Project Coordinator- Service Level Manager- Account Manager- Lotus Notes administrator Show less

Rijswijk/Eindhoven/Zwolle

Responsible for taking new customers into support. Creating contracts and supporting documents.Writing the periodic service reports including an analysis and evaluation of the KPI's as specified in the service level agreement. This report was discussed with the customer on a quarterly base to decide what could be improved in our service delivery.Responsible for managing the implementation of changes.Coordinating Problem Management activities.Tactical advisor for… Show more Responsible for taking new customers into support. Creating contracts and supporting documents.Writing the periodic service reports including an analysis and evaluation of the KPI's as specified in the service level agreement. This report was discussed with the customer on a quarterly base to decide what could be improved in our service delivery.Responsible for managing the implementation of changes.Coordinating Problem Management activities.Tactical advisor for the customer with regards to outtasking services. First point of contact in case of an escalation.In this job I fulfilled the following roles:- Incident Manager- Change Manager- Problem Manager- Service Level Manager- Account Manager- Availability Manager- Configuration Manager Show less

Hoofddorp

Responsible for the customers local Service Desk.Responsible for defining and implementing the support processes and procedures to make sure that the department can deliver its services as defined in the service level agreement with the business.Responsible for configuring the service management tool to support the processes and procedures.Realising a culture that allows the Service Desk to deliver within SLA and according to the customers expactations by making new… Show more Responsible for the customers local Service Desk.Responsible for defining and implementing the support processes and procedures to make sure that the department can deliver its services as defined in the service level agreement with the business.Responsible for configuring the service management tool to support the processes and procedures.Realising a culture that allows the Service Desk to deliver within SLA and according to the customers expactations by making new agreements with the central datacenter in Atherstone, Engeland.Responsible for reports for both management and the Service Desk staff.Lotus Notes R6 administrator.In this function I fulfilled the following roles:- Incident Manager- Service Level Manager- Configuration Manager- Lotus Notes administrator Show less

Hoofddorp

Windows 2003 server administration2nd and 3rd line support for registered incidentsResponsible for requesting user accountsLotus Notes R6 administrator.

Hilversum

In seven months we prepared Sony Music Entertainment in Hilversum, on a technical level, for the merger with BMG. This involved a migration of all pc's to one operating system: Windows XP SP2, including the preparation of a consistent deloyment environment, ZenWorks for Desktops 3.We also migrated the Lotus Notes R6 e-mail functionality to Exchange 2003.In this function I fulfilled the following roles:- Incident Manager- Change Manager- License Manager- Service Level… Show more In seven months we prepared Sony Music Entertainment in Hilversum, on a technical level, for the merger with BMG. This involved a migration of all pc's to one operating system: Windows XP SP2, including the preparation of a consistent deloyment environment, ZenWorks for Desktops 3.We also migrated the Lotus Notes R6 e-mail functionality to Exchange 2003.In this function I fulfilled the following roles:- Incident Manager- Change Manager- License Manager- Service Level Manager- Lotus Notes administrator Show less

Amsterdam

Responsible for implementing a Service Desk for external customers, who use software developed by our company. I had to create SLA to define the delivery of services to these customers.In this function I fulfilled the following roles:- Incident Manager- Change Manager- Service Level Manager- Licence Manager

Haarlem

I started as a junior helpdesk emplyee and grew overtime to the function of system administrator of 22 affiliates in 18 countries.My responsibilities grew from the support of local pc's to the administration of approximately 50 servers. These servers ran on Windows NT, Lotus Domino R5 and Novell 5.1.I also coordinated the local service desk.In this period I contributed to several migrations:- Windows 3.1 to Windows 95/98.- Lotus 3.5 to Lotus Notes R4 to Lotus Notes… Show more I started as a junior helpdesk emplyee and grew overtime to the function of system administrator of 22 affiliates in 18 countries.My responsibilities grew from the support of local pc's to the administration of approximately 50 servers. These servers ran on Windows NT, Lotus Domino R5 and Novell 5.1.I also coordinated the local service desk.In this period I contributed to several migrations:- Windows 3.1 to Windows 95/98.- Lotus 3.5 to Lotus Notes R4 to Lotus Notes R5- Novel 3.12 to Novel 4.11 to Novell 5.1In this function I fulfilled the following roles:- Incident Manager- Change Manager- License Manager Show less

Haarlem

As service engineer I was responsible for the administration of pc's in 6 affiliates in and around Harlem.Early 1998 I became a member of the team responsible for moving these six affiliates to one brand new building.After the move I was promoted to the function of Service Desk Coordinator.In this function I fulfilled the following roles:- Incident Manager- Change Manager- License Manager- Service Level Manager

Amsterdam

Responsible for taking telephone calls and registering tickets in the service management tool.Responsible for the tracking and tracing of this tickets and for escaleting this tickets to the queue owners when tickets were not handled according to the SLA.

Aalsmeer

Turbo Pascal 5.5 programmer for flower export companies affiliated to the flower auction in Aalsmeer. Our most important application supported the distribution of bought flowers over the customers of such a company and to create invoices for these customers.

Rijnsburg

Turbo Pascal 7.0 programmer. The most important application was database program that worked together with handterminals. This application was design and developed by me.

Computer Science

Itil Expert, Itil V3

Education record

Activities and Societies: Klassevertegenwoodiger 4 HAVO Klassevertegenwoordige 5 HAVO Redacteur van de schoolkrant

Education record