As Service Support Manager I'm responsible for leading the support organization of InfraVision and the main point of contact for all maintenance related matters, like hour estimations for requests for change, planning of consultancy activities and monitoring SLAs. Because our focus is delivering a high quality of services we keep in touch by regular service reviews with our 4me customers.

Technical advice and implementing of IT Service Management projects for our customer base. We focus on products of BMC Software, such as BMC Service Desk Express or BMC RemedyForce on the SalesForce platform. I provide workshops, product demos, scope technical projects, implement and configure ITSM environments and manage installation and upgrade paths. Next to that, I provide technical support within InfraVision's customer care center as 2nd line consultant for any escalations. The tasks which I fulfil on a regular basis involve the following platforms: MS Windows 2008 R2, MS SQL Server 2008/2013, Oracle 11g, Force.com/Salesforce, MS Internet Information Server 7.5, Pentaho Recent examples: Installing and configuring of BMC Service Desk Express and BMC Remedyforce on new customer logos. Implementation of ITIL best practices within the different ITSM disciplines such as Incident-, Problem-, Change- and Service Level Management based on the Alignability Process Model in customer environments. Managing integrations to different flavours of 3rd party systems like AD/LDAP, CMDB, CRM, etc by webservices or ETL batch processing.

Being the Technical Support Team Lead EMEA for the ITSM product BMC Service Desk Express to manage the Helpdesk-Team and prioritize complex technical escalations as Level III engineer towards BMC R&D and consultancy. Since December 2004 leading the L1 Partner enablement project to provide training and setting up certification programs for BMC SDE. Since May 2006 Premier Support Account Manager Europe: Technical account manager & solution provider for strategic enterprise customers and BMC Level 1Partners (as client advocate within BMC). Since May 2008 as Senior Technical Support Engineer, to combine all the above tasks and also specialized in BMC RemedyForce on SalesForce.Recent examples:Coordination of inbound calls in the Helpdesk including troubleshooting, resolving, prioritization, escalation and also managing the team. Regular contact with strategic global accounts to handle product issues towards the development department and monitoring Service Level Agreements. Implementing of new ITIL disciplines or other functionalities within the ITSM environment of a customer. I work with Level 1 Support Partner organizations to optimize the support towards their end-customers and to guarantee the support-level. This means that I organized product-trainings or certification workshops on a regular basis. Responsability for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including DBA's, System Administrators, IT Managers and line-of-business Managers for the BMC Service Desk Express product-line. Troubleshooting and technical support is provided via phone, remote access tools and other methods such as email. During problem escalations and change requests, I am the liaison between customers and BMC Development team.The key is to build up an excellent relationship with your end-customers and to understand their individual needs to translate them into business requirements to set the correct priorities.

Technical product- and teamleader Europe for NAI’s Total Service Desk product range from McAfee in Europe.
 Since May 2000: Knowledge Center team NAI in order to setup and provide the infrastructure of  technical documents towards internal and external customers. 
Since July 2002: Enterprise Account Manager support for strategic global customers and Premium Partners, including project planning and workflow configuration.

Technical support engineer for McAfee Antivirus and the Total Service Desk products for global enterprise customers in the countries Germany and the Netherlands.

Order Administration Analyst for the European Shared Services Center - German area.Resposabilities: Order to Bill administration like managing of customer-accounts, order administration like processing, maintaining and billing.

Processing tenders on large project basis, which involved making offers, process technical specifications, and forwarding to the logistics department.