Hendrik Brouwer Email & Phone Number

Maastricht, Li, Nl

Beek, Limburg, Nederland

Maastricht, Limburg, Nederland

Maastricht

The KPN Enterprise Service Desk for N.V. Nederlandse Spoorwegen (Dutch Railways) has made many steps to improve customer satisfaction and reduce incident resolution time. In my enthusiasm for Scrum, I pitched an idea to my Team lead about starting two Scrum Teams with the goal to make continual improvement of our tooling and processes a part of the daily tasks of the KPN Enterprise Service Desk. After receiving a Go, I have pitched Scrum presentations to the entire Service desk team in order to entice people to volunteer to be a part of one of the two scrum teams. After forming the two teams, I have trained the team members further in the Scrum methodology, I gave a crash-course Jira and together with the teams we have introduced the Consent method of guiding meetings (keyword to Google: Sociocracy). The teams have since then made good improvements to the Enterprise Service Desk and I have been able to solve the impediments they have shared with me.

Maastricht Area, Netherlands

Main tasks1. Answering questions and solving incidents for the 15.000 supported N.S. employees, by using tools like ServiceNow and Avaya.

Maastricht Area, Netherlands

Main tasks1. Answering questions and solving incidents concerning smartdevice (smartphone, tablet, mp3-player and smartwatch) hardware, software, configuration, compatibility and safety.2. Following the strict but effective and elegant communication guidelines designed by the same company that designed the first mega-popular smartphone.3. Scheduling repairs and smartdevice swaps.4. Answering questions about warranty, insurance, Consumer Law and terms&conditions.5. Supporting customers to get the most satisfaction out of their Beats devices. 6. Assisting customers with setting up appointments at Retail Stores.

Maastricht Area, Netherlands

Main tasks1. Answering questions and solving incidents concerning smartdevice (smartphone, tablet, mp3-player and smartwatch) hardware, software, configuration, compatibility and safety.2. Following the strict but effective and elegant communication guidelines designed by the same company that designed the first mega-popular smartphone.3. Scheduling repairs and smartdevice swaps.4. Answering questions about warranty, insurance, Consumer Law and terms&conditions.5. Supporting customers to get the most satisfaction out of their Beats devices. 6. Assisting customers with setting up appointments at Retail Stores.

Amersfoort

Main tasks :1 Connecting the customers and our incident resolving departments.2 This is done in tandem with Incident Management.3 Supplying information to Problem Management.4 Sparring with Service Managers on specific requests and incidents submitted by the customers.Other responsibilities1 General role as a source of information for the CRD.2 Support the department manager and Incident Management .

Main tasks:1 Incident detection and recording (in tandem with the Call Resolution Desk, if the incident has a high impact then I take over for the CRD)2 Classification and initial support (also in tandem with the CRD)3 Investigation and diagnosis; Cross referencing incidents for known errors and tapping the right engineers to solve the incident as soon as possible.4 Resolution and recovery; Making sure that the solution given by the engineers is complete and readable to our customer and creating a Request for Damage Research if needed.5 Incident closure; Managing the information flow to all affected customers / users.Other responsibilities:1 Establish incident framework management; Lead by a senior Incident Manager2 Evaluation incident framework management; Lead by a senior Incident Manager3 Content manager of the Service Desk, Incident Management and Functional Management websites.4 Designing the layout of the service desk website so that requests and incidents can be sent to us easily (and with all necessary information) through forms. 5 Designing and managing the Service Desk Wiki so that it can be used as a knowledge database and so that incidents can be easily cross-referenced to all known errors.

Amersfoort

Main tasks:1 I am a liaison between end users and our incident solving departments2 Working in tandem with Incident Management3 Delivering information to Problem management. Sparring with Service Management about certain requests and incidents they receive from our customers.Other responsibilities:1 Content manager of the Service Desk, Incident Management and Functional Management websites.2 Designing the layout of the service desk website so that requests and incidents can be sent to us easily (and with all necessary information) through forms. 3 Giving the incident managers the ability to report any major incident to all Stater employees through one single portal on their website.4 Designing and managing a service desk Wikipedia so that it can be used as a knowledge database. Managing the wiki so all incidents can be easily cross-referenced to all known errors. 5 Daily reporting of the status of incidents, resolution time percentages and chasing our incident solving departments when needed.

Amersfoort

Main tasks:1 Taking in requests and answering questions posed by notary offices, intermediaries and customers about mortgages and real estate. 2 Working for a long list of banks, each with their own rules and regulations.3 Due to a high rate of flow of staff between 2005 and 2007, I have trained many new colleagues.

Main tasks:1 Answering commercial and informational questions by phone and e-mail, asked by insurance sub-agents. If necessary, I contact the insurance company to gather information.2 Management of the intermediary administration.3 Describe and record the working arrangements and processes, so to ensure that the work is going through in the event of an incident or rapid turnover.Other responsibilities :1 Analysis and implementation of the extranet Web sites of several major insurance companies, so as to shorten processing time of applications.

Main tasks:1 Management of policy administration.2 Primary medical underwriting of potential customers.3 The answering questions and solving problems which are put forward by consumers.Other responsibilities:1 Training of new employees.

Main tasks:1 Receiving orders to retrieve chemical waste.2 The preparation and printing of bills of lading.3 Adding the appropriate hazard maps to the bills of lading, in accordance with national regulations.4 Ensure the proper safety measures in the trucks and storage area.5 Preparing and sending invoices.Other responsibilities :1 Complete a stranded project, in which the sick days and vacation days of all ROVA employees were administered.2 Generic management support.

Main tasks :1 The processing of policy changes ( changes of address , changes of intermediary )2 Answering simple questions from consumers concerning the policy changes.

Certified Integrator In Agile Service Projects, Agile

Agile Service Projects Agile Scrum Foundation Project Management Foundation (IT) Service Management Foundation

Scrum Master, Scrum Agile, 86%

Itil Foundations, Itil Certification

Got my pin on the 23rd of june 2010 and passed with a 75% score.

Prince2, 80%

Nvt, Wiskunde, Scheikunde, Natuurkunde, Economie, Engels, Nederlands

Wiskunde B, Natuurkunde, Scheikunde, Economie, Engels, Nederlands

Scrum Product Owner

Activities and Societies: Hendrik Brouwer is awarded the designation Certified Scrum Product Owner® on this day, September 27, 2019.

Associate Android Developer, Https://Developer.Android.Com/Courses/Android-Basics-Kotlin/Course

Activities and Societies: Last October I started a course in Kotlin. My goal for this summer is to achieve the "Google Associate Android.

Kotlin

Education record

Pmi Agile Certified Practitioner (Pmi-Acp)®, Agile