Hendrik Brouwer

Hendrik Brouwer Email and Phone Number

Progress Lead and Agile project manager and Scrum Master @ KIOTA | Consultancy and advice in IT & Finance
Maastricht, LI, NL
Hendrik Brouwer's Location
Maastricht, Limburg, Netherlands, Netherlands
Hendrik Brouwer's Contact Details

Hendrik Brouwer personal email

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About Hendrik Brouwer

Hendrik Brouwer is a Progress Lead and Agile project manager and Scrum Master at KIOTA | Consultancy and advice in IT & Finance. He possess expertise in itil, incident management, it service management, customer service, customer retention and 44 more skills. He is proficient in English.

Hendrik Brouwer's Current Company Details
KIOTA | Consultancy and advice in IT & Finance

Kiota | Consultancy And Advice In It & Finance

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Progress Lead and Agile project manager and Scrum Master
Maastricht, LI, NL
Website:
kiota.nl
Employees:
48
Hendrik Brouwer Work Experience Details
  • Kiota | Consultancy And Advice In It & Finance
    Progress Lead And Agile Project Manager And Scrum Master
    Kiota | Consultancy And Advice In It & Finance
    Maastricht, Li, Nl
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  • Kiota | Consultancy And Advice In It & Finance
    Progress Lead / Agile Project Manager / Scrum Master
    Kiota | Consultancy And Advice In It & Finance Jan 2023 - Present
    Beek, Limburg, Nederland
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  • Vodafoneziggo
    Progress Lead
    Vodafoneziggo Jan 2023 - Present
    Maastricht, Limburg, Nederland
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  • Kpn
    Scrum Master, Per 1/7/2019 In Vaste Dienst
    Kpn Apr 2017 - Jan 2023
    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.
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  • Kpn
    Service Desk Analyst At Kpn Enterprise Service Desk For N.V. Nederlandse Spoorwegen (Dutch Railways)
    Kpn Oct 2015 - Jan 2023
    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.
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  • Teleperformance
    Technical Support Advisor Chat
    Teleperformance Nov 2014 - Oct 2015
    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.
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  • Teleperformance
    Technical Support Advisor
    Teleperformance Jul 2014 - Nov 2014
    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.
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  • Stater
    Senior Employee Call Resolution Desk
    Stater Apr 2012 - Jul 2013
    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 .
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  • Stater
    Incident Manager
    Stater Apr 2011 - Apr 2012
    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.
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  • Stater
    Employee Call Resolution Desk
    Stater Jun 2008 - Dec 2011
    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.
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  • Stater Nv
    Employee Notarydesk
    Stater Nv Apr 2004 - Jun 2008
    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.
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  • Nedasco Bv
    Insurance Correspondent
    Nedasco Bv Apr 2003 - Apr 2004
    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.
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  • Agis Zorgverzekeringen
    Insurance Manager / Policy Acceptor
    Agis Zorgverzekeringen Apr 2002 - Apr 2003
    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.
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  • Nv Rova Holding
    General Administrative Employee
    Nv Rova Holding Jun 2001 - Mar 2002
    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.
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  • Arag
    General Administrative Employee
    Arag Jul 2000 - Feb 2001
    Main tasks :1 The processing of policy changes ( changes of address , changes of intermediary )2 Answering simple questions from consumers concerning the policy changes.
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Hendrik Brouwer Skills

Itil Incident Management It Service Management Customer Service Customer Retention Problem Solving Critical Thinking Incident Analysis Microsoft Office Customer Relations Team Building Analysis Windows Process Improvement It Management Politics Economics Team Management Business Process Team Leadership Management Consulting Incident Handling Governance Business Analysis Service Management Integration Ict Operations Management Program Management Call Center Service Desk Process Management Project Management Management Customer Support Coaching Business Intelligence Change Management Business Process Improvement Risk Management Dutch Troubleshooting Service Delivery Prince2 Banking Databases Leadership Project Portfolio Management Scrum

Hendrik Brouwer Education Details

Frequently Asked Questions about Hendrik Brouwer

What company does Hendrik Brouwer work for?

Hendrik Brouwer works for Kiota | Consultancy And Advice In It & Finance

What is Hendrik Brouwer's role at the current company?

Hendrik Brouwer's current role is Progress Lead and Agile project manager and Scrum Master.

What is Hendrik Brouwer's email address?

Hendrik Brouwer's email address is he****@****kpn.com

What schools did Hendrik Brouwer attend?

Hendrik Brouwer attended Exin Your Ict Competence Partner, Apmg, Exin, Apmg International, Meerwegen, Scrumalliance, Kotlin Basics, Eduvision, Scrum.org Professional Scrum Master Ii, Project Management Institute Chennai Chapter.

What are some of Hendrik Brouwer's interests?

Hendrik Brouwer has interest in Politics.

What skills is Hendrik Brouwer known for?

Hendrik Brouwer has skills like Itil, Incident Management, It Service Management, Customer Service, Customer Retention, Problem Solving, Critical Thinking, Incident Analysis, Microsoft Office, Customer Relations, Team Building, Analysis.

Who are Hendrik Brouwer's colleagues?

Hendrik Brouwer's colleagues are Tim Dremmen, Jeroen Van Zijp, Marc Vrielink, Rachel Debets, Luca Fredrix, Cody Aifuwa, Joost Schouren.

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