Daniel Blauw Email & Phone Number

Utrecht, Netherlands

Papendorp, Utrecht

Service Coordinator for Microsoft applications (SharePoint/CRM/BizTalk/SQL server/.Net). - Coordinating incident and change proces- Incident management- Project support- Administrative support contracts and change plans - Reports- Scrum

Utrecht Area, Netherlands

Team Lead at Capgemini Servicedesk. Responsible for approx. 20+ people. Duties and tasks include: • Ensure reaching SLA targets• Ensure customer care quality• Report to management• Hiring and coaching new hires• Personnel duties• Motivating and ensuring employee satisfaction• Create and distribute reports

Utrecht Area, Netherlands

Callbewaker for Callbewaking, Reporting & Control.Responsible for call quality and reporting.Curently working on project to set up skilled helpdesk for new client. Duties:Check call qualityCall escalationImprove quality agentsReporting Setting up new servicedesk

Utrecht Area, Netherlands

My responsibilities included:• Solving IT & ICT problems for clients via telephone or mail• Technical support for first line agents• Documenting solutions• Coaching new hires• Maintain and improve IT knowledge

Dublin

Technical support for IT admins on HP server products.

Eindhoven Area, Netherlands

Providing first line technical support for the users of UWV.This ranged from Desktop support (all software), Phones, printers, etc.

Johannesburg Area, South Africa

I started out working on a Dutch account, ABN-Amro as a first line agent. Later I got involved in training (practical part) and started supporting the agents with any problems they might have. I also document the processes and agents ID information. Furthermore I guard the security, that everybody in this account is compliant with IBM policy. A summary of the various duties I have are listed below.Solving IT & ICT problemsHardware & software facilitationTechnical support for first line agentsDocumenting processes for new hiresGuiding new hiresMaintain security level ABN-Amro accountMaintain and improve IT knowledge

Eindhoven Area, Netherlands

I started out answering e-mails from clients with all kinds of internet problems. I started out on 1 queue and quickly learned all the queues that we had. After that I started to distribute the workload and making sure SLA's were being met. I also started doing on the job training for new employees and guided them in the first weeks. A summary of the various duties I had are listed below.Answering and solving internet problems via e-mailDistribute workloadMaintain contact with 2nd level supportGiving new hires training on the job and guiding them

Bachelor, Communication Systems

This study focused on the following three points: people, communication systems and organization.

Achieved, Business

This was a study that focussed on company administration. I finished this study succesfully.