Robert Van Tubergen Lotgering Email & Phone Number

The Hague, South Holland, Netherlands

The Hague Area, Netherlands

To give business oriented applications the priority they needed, a new team was created within the IT department, consisting of both application specialists and database administrators. From the ground up, we are developing new standards as to which the applications should be introduced, maintained, and managed. The application management team brings structure to processes, care for its software, and attention to its users groups in order to help the organization use its resources in the best ways possible. Each member of the team brings his or her own added value to the team by bringing unique knowledge and skills. Everybody is encouraged to connect with other teams and its members. My time is freely spend on:• Creating organization awareness on the complete application life cycle management;• Introduction of application management tooling, like project acceptance criteria in favor of application management, new application documentation standards, concept policy on the usage of DTAP-street, and concept policy on the the necessity and implementation of system and application monitoring;• Sparring on ITIL-topics, i.e. incident management, change management (the advantages of default changes!), configuration and asset management;• IT Calamity management• A certain amount of software contract management;• Making sure our team gets thru its daily work, by default processes, handling support tickets or project tasks;• Team coordination of application management employees, database administrators, and hired external application specialists.

The Hague Area, Netherlands

I was asked to transfer from the commercial software branch to the larger bespoke software branch and continue my work as a process coordinator there, being team lead. The new position put a bigger focus on process improvement and team development.

The Hague Area, Netherlands

Within three months I was asked to act as the team lead of the commercial software application team. This position included the regular application specialist tasks, combined with the daily team work item distribution, general work process improvement, intensified customer contact, steering and protection team interests, and acting as a liaison between management and team. Also, (non-)regular meetings were scheduled with all the different IT team process coordinators to discuss weekly business and possibly escalated situations.In this time period I also took part in an internal project where new work processes where initiated concerning Incident Management and Change Management (ITIL), including enabling support tooling (Topdesk).

The Hague Area, Netherlands

The Dutch National Bureau for Statistics (CBS) has a large software collection to manage, and organizes its software landscape on several levels. For one, a differentiation is made on the principle of software being commercially available or it's developed by its own employees. With hundreds of commercially off the shelf (COTS) available software applications in the productions environment, a dedicated team of application specialists takes care of any issues or requests that may arise. This team concerns itself with the technical matter (making applications run), while any functional requests (making the software work as intended) are communicated to the dedicated application functionality specialists.

Amsterdam Area, Netherlands

In February 2014, the Nobel company underwent a dynamic and exciting company-wide rebranding. My previous position was fully transferred to the new company.

Amsterdam Area, Netherlands

The Frontrange ITSM-application is the main tool used within the company for customer contact, supporting many internal en external roles, customers, and workgroups on the workfloor. All users will need to be presented with their own relevant work or report information, like team workloads or listing special customer overviews. The tool is the base for all logging of technical customer issues or information requests, and the offered service solutions and customer contact herein.As an application specialist I was asked to maintain, improve and extend the performance and possibilities of the ITSM system. This covers the worlds of both technical and functional support, and needed having regular consult with several stakeholding parties such as process managers, team leaders, plus management, customers and (internal) end users. Overall database work leans heavily on the (manual) usage of MS SQL for gathering data, creating reports, testing new solutions or checking system results.Also, logging and/or results need to be interpreted and presented in a meaningful manner (think of: Business Intelligence), which is usually with the tool itself or MS Reporting Services.In addition to this, an internal Change Advisory Board (CAB) with monthly meetings was appointed for discussing changes with bigger estimated impact, and for improving the overall ITSM change process.

'S-Hertogenbosch

Working as a team, facilitating a single point of contact for all customer issues, doing our best to enabling the customer to be "free of worries". Specialized in handling all technical questions and issues they may have, this mainly concerned giving functional (and limited technical) support on applications from Exact Software (http://www.exact.com). This includes Exact Globe (Next), Exact Synergy ASP and Exact Synergy Enterprise. Furthermore, Nobel and its Service Desk creates, sells and supports custom-made software extensions for Exact Software. These come in the form of a standard distributed installer usable for all Exact customers, or as a customer-specific package.While focussing on giving the customer the best possible support experience, the team relies on the usage of ITIL procedures. The Support Employee position included working with customers on both first line and second degree levels on a rotating schedule.

Amsterdam Area, Netherlands

Responsible for the daily running, upkeep, and quality monitoring of the support department for the entire customer base, on both first degree and second degree support levels. Also, I have experience with preparing user systems for usage with the software, and conducting (on-site) support sessions for both first time users and experienced customers.Additional tasks include programming of extended functionality for the Web2Agent software suite, providing on-line training sessions, and full support of all internal web services.

Utrecht Area, Netherlands

As a service-oriented employment, customer satisfaction was very important. The catering industry is the main example of where the customer is king, and how the service should support that ideal. Mise en Place gave the opportunity to experience a professional organization and communicating in teams, with creativity, courtesy and protocol combined. As a trained servant I was asked to work at dinner parties, (grand) restaurants, galas, dance parties and other locations.

Leusden

Internship. The main tasks of this employment was to be found in the programming of custom functionality for the Dutch customers of SmartFOCUS, and daily IT support of the Dutch office. Furthermore, I was made responsible for the creation and presentation of a workshop for twelve customers, and the creation and translation of a supporting (workshop) manual. A point worth noting is that my interest was triggered by the front-end corporate and marketing use of the SmartFOCUS software suite, as opposed being schooled in becoming a back-end programmer.

Utrecht Area, Netherlands

Internship. Involved full technical support for all employees of Provincie Utrecht in varying fields of technicality, by both telephone support (first degree service) and on-site support (second degree service).

Utrecht Area, Netherlands

Internship. Involved full technical support for all employees of Provincie Utrecht in varying fields of technicality, by both telephone support (first degree service) and on-site support (second degree service).

It Service Management

Information Technology (It)

Activities and Societies: Student member of the GOC Faculty Council

Technical Information Technology

Havo