A WE FIX-IT team coach positions themselves between the consultants and the team manager. The team coach must not only master but also embody the VALUES and vision of WE FIX-IT. The team coach is available to every consultant in the company, not just a specific team.The tasks are:• Professional Development:o Trained in self-awareness and general work-related knowledge, including proficiency in languages, ITIL (ITC), team integration, and managing perceptions.o Skilled in… Show more A WE FIX-IT team coach positions themselves between the consultants and the team manager. The team coach must not only master but also embody the VALUES and vision of WE FIX-IT. The team coach is available to every consultant in the company, not just a specific team.The tasks are:• Professional Development:o Trained in self-awareness and general work-related knowledge, including proficiency in languages, ITIL (ITC), team integration, and managing perceptions.o Skilled in facilitating consultants' identification of strengths and areas for improvement, leading to improved performance and sales results.o Experienced in writing detailed procedures and reports to ensure efficient workflow and adherence to company standards.o Knowledgeable in ensuring that consultants master WE FIX-IT's working methods and procedures.o Proficient in conducting follow-up conversations and coordinating action plans to improve consultant performance.• Quality Management:o Adept at representing WE FIX-IT with a professional appearance and demeanor, including a tidy appearance and appropriate attire.o Experienced in establishing and maintaining quality control standards and procedures to promote consistency and customer satisfaction.• Evaluation and Monitoring:o Skilled in conducting and monitoring evaluations, including following up on consultant performance, developing action plans to address areas of improvement, and coordinating with team managers to ensure quality standards are met. Show less

WE FIX-IT, company established since 2010, is an ICT consulting company with a highly professional and correct IT team that provides excellent service and quality.WE FIX-IT has given me the ability to practice multiple roles as a consultant during my contract assignments. Because of this opportunity I'm able to develop myself as an all-around engineer with a focus for Incident and Project management.www.we-fixit.be

Outsourced by WE FIX-IT: Service and applications support· Manage the support function so that it is always appropriately staffed with trained personnel during working hours· Manage the Help Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed· Undertake regular staff reviews and any other team management functions as specified· Train and develop customer support… Show more Outsourced by WE FIX-IT: Service and applications support· Manage the support function so that it is always appropriately staffed with trained personnel during working hours· Manage the Help Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed· Undertake regular staff reviews and any other team management functions as specified· Train and develop customer support staff so that they can meet support service demands· Analyze and provide regular statistics and dashboard reports for management purposes· Document and follow through customer service actions as reported to the support team· Identify, recommend, develop, and implement end user training programs to increase efficiency · Actively promote and manage the process of continuous improvement in Customer Support standards. · Promote effective communication throughout all levels of the Customer Support function· Manage the service management relationship with the outsourced partnerSupport tool, JIRA· Manage the process and flow of Customer Service requests in JIRACustomer relationship management · Manage, review and assess customer support contracts· Assist Service Departments in ensuring that all customer requests are satisfactorily managed, resolved and closed within agreed timescales· Track and review customer complaintsData, statistics and Support KPIs• Maintain statistics or other data to determine the level of Customer Support the customer is providing• Assist in the definition, relevance, achievement and maintenance of agreed KPI’s and standards• Monitor accuracy of reporting information Show less

Outsourced by WE FIX-IT:• Budget and planning management for all ongoing projects.• Follow up on progress per release on the basis of input from project managers and team leads.• Follow-up of the program cost per release: actuals, estimate to complete.• Management of documentation: deliverables, issues, risks, costs, ...• Resource management: Keeping an overview of the planned resources, request and plan the needed resources.• Report results per… Show more Outsourced by WE FIX-IT:• Budget and planning management for all ongoing projects.• Follow up on progress per release on the basis of input from project managers and team leads.• Follow-up of the program cost per release: actuals, estimate to complete.• Management of documentation: deliverables, issues, risks, costs, ...• Resource management: Keeping an overview of the planned resources, request and plan the needed resources.• Report results per releaseProjects:• MyBox: Managing the deploy of a messaging tool between CM and all parties involved (doctors, RIZIV, specialists,…)• Referteloon: Managing the deploy of several new procedures concerning payments to our members concerning health insurance.• Toegelaten arbeid: Managing the deploy of a new legislature for Art 230. This concerns the payment of fees for disabled people and their authorized activities• EVD: Managing implementation of a new filter concerning a variable part of the fees the government pay’s the health insurance agencies. Show less

Outsourced by WE FIX-IT:- Providing support and user management for OES: OES is a custom build application (by Objective) for the Belgian National Lottery’s logistics chain. It is a very critical and complex application.- Helping with daily IT problems in warehouse (printer issues, all round pc problems, ...)- Monitoring the interface between the several systems: daily several files are being transferred between the systems and need to be monitored. Logistic chain can be… Show more Outsourced by WE FIX-IT:- Providing support and user management for OES: OES is a custom build application (by Objective) for the Belgian National Lottery’s logistics chain. It is a very critical and complex application.- Helping with daily IT problems in warehouse (printer issues, all round pc problems, ...)- Monitoring the interface between the several systems: daily several files are being transferred between the systems and need to be monitored. Logistic chain can be disrupted and stopped if a transfer fails (critical).- Part of workgroup for the development of a new interface between the different systems Show less

Incident Manager for several customers (teamcoach).Ensuring customer that all reported incidents and requests are resolved and picked up on time by service desk on engineering team.Daily meetings with servicedesk team to ensure kpi’s.Coaching team by doing ticket quality checks, helping with ticket resolution, monthly training and info sessions about customers’ needs/expectations/changesDaily and weekly meetings with customer by phone or on site (depending on customers’ needs)… Show more Incident Manager for several customers (teamcoach).Ensuring customer that all reported incidents and requests are resolved and picked up on time by service desk on engineering team.Daily meetings with servicedesk team to ensure kpi’s.Coaching team by doing ticket quality checks, helping with ticket resolution, monthly training and info sessions about customers’ needs/expectations/changesDaily and weekly meetings with customer by phone or on site (depending on customers’ needs) to discuss team efforts/kpi’s/quality of tickets/ticket resolution time/…Making team planning according to customers’ needs.Customers:• Argenta: system availability/stability• Knab: system availability/stability• Vandemoortele: system availability/stability• NIBC: system availability/stability• Nitto Europe: +1000 workspaces• Renta Solutions: +500 workspaces Show less

Substitute Change Manager for Vangansewinkel:Managing submitted changes for customer Vangansewinkel (1000 workspaces). More than 50 changes and small projects a month were submitted by the customer.

Incident Manager for several customers (teamcoach).Ensuring customer that all reported incidents and requests are resolved and picked up on time by service desk on engineering team.Daily meetings with servicedesk team to ensure kpi’s.Coaching team by doing ticket quality checks, helping with ticket resolution, monthly training and info sessions about customers’ needs/expectations/changesDaily and weekly meetings with customer by phone or on site (depending on customers’ needs)… Show more Incident Manager for several customers (teamcoach).Ensuring customer that all reported incidents and requests are resolved and picked up on time by service desk on engineering team.Daily meetings with servicedesk team to ensure kpi’s.Coaching team by doing ticket quality checks, helping with ticket resolution, monthly training and info sessions about customers’ needs/expectations/changesDaily and weekly meetings with customer by phone or on site (depending on customers’ needs) to discuss team efforts/kpi’s/quality of tickets/ticket resolution time/…Making team planning according to customers’ needs.Customers:• Argenta: system availability/stability• Knab: system availability/stability• Vandemoortele: system availability/stability• NIBC: system availability/stability• Nitto Europe: +1000 workspaces• Renta Solutions: +500 workspaces Show less

Providing first line support to: Delta Lloyd Life, MSC Belgium, Limburg.net, Sopra Banking Software, Hosting Services and Provincie Limburg.

Hired internally due to very good performanceTroubleshooting AT&T’s network for EMEA, CaLa and APacEducating new arrivalsEducating new helpdesk in Brno (CZ)Escalating ongoing issuesSupplier meetingsFollow up of long duration tickets

Troubleshooting AT&T’s network for EMEA, CaLa and APacHired for language skillsTrained to troubleshoot AT&T’s network

recruiting and educating new arrivalsanalyzing call statisticsanalyzing customer callshelping on duty agents with questions and issuescoaching agents with quality call recordings

Second line helpdesk engineer for Telenet IDTV customers

First line helpdesk engineer for Telenet IDTV customers