Eric Klaver Email & Phone Number

* Improving the department “Service desk and infrastructure” and trying to get the service up to a higher standard by implementing Alignability model (ITIL based processes) and formulating service improvement proposals.* Managing / coaching a team of 2 technical consultants, 2 trainers, 1 process consultant and responsible for planning, co-ordination and delegation of the execution of process activities and taking decisions for the IT-service desk design.* Responsible for the coordination of two projects (Prince2 based) in consultation with the project manager of the customer(s)* Responsible for planning the project(s) as agreed upon with the customer(s).* Responsible for the availability of resources (Just in time) for both projects.* Responsible for the delivery of products and services to the customer in time and within budget.* Responsible for the quality of the deliverables.* Responsible for monitoring the progress of the project(s) and risks.

* Improving the Service desk and infrastructure and trying to get the service up to a higher standard by implementing ITIL based processes and formulating service improvement proposals, attracting and selecting skilled staff for the Service desk - team.* Managing / coaching a team of 5 employees, a member of the senior management team, responsible for the daily operational business and quality of service.* Involved in the conversion of a technically oriented IT-service desk into a professional, customer-oriented department.* Advising and reporting to the director Business development and ICT Benelux concerning IT-technology Processes.* Responsible for meetings with representatives of the user organisation, the support groups and the suppliers concerning the alignment of IT service in accordance with the business requirements.* Responsible for coordinating and management of several small and mediate IT projects, upgrades of used applications and a migration project.

* Responsible for attracting and selecting skilled staff for the Service desk - team including the making of year plans and education plans for the Service desk employees) and making an inventory of the IT-Infrastructure.* Implementing Itil processes including the KPI’s. * Plan, delegate, co-ordinate work for the IT-Service desk staff, control progress and reinforce the implemented procedures and processes.* Managing / coaching a team of 15 Service desk employees, member of a management team.* Involved in the conversion of a technically oriented IT-department into a more professional, customer-oriented department.* Member of a project-team, responsible for designing and implementing more customer-based services in co-operation with consultants.* Working according to Itil processes and in projects.* Advising and reporting to the IT-manager concerning IT-technology and incident-, change management, configuration management, problem management en SLA’s.

* working in an Win NT environment with Exchange en Outlook. Looking for solutions of incidents and transferring knowledge to co-workers of Relan ICT. After migrating from Windows 95 to NT , the user organisation contained 5700 people ( external customers). Also co-operated in the making of a digital handbook according to the ITIL-method for a 1e line Service desk .* As a first-line, second-line and third-line Service desk employee working in an Win NT environment with Exchange and Outlook. Looking for solutions of incidents and transferring knowledge to co-workers of Prismant ICT. Looking for structural solutions on the internet for applications in use.* Configuring and testing of W95, W98 and Windows NT systems and making images for installing new machines (Laptop and desktop).* Also co-operated in the making of a digital handbook according to the ITIL-method.

* In this period I have been working as a first-line Service desk employee supporting a group of 800 external customers. Also responsible for the Back-Office and co-ordinating tasks.* Building, upgrading, configuring and making PC’s ready for use up to the internal customer’s standards. Also giving first-line and second-line support to about 120 external customers.

* First-line and second-line Service desk and operator activities. Looking for solutions for incidents and configuring and installing software and hardware.