Marco Jorritsma Email & Phone Number

Amersfoort, Utrecht, Netherlands

Den Haag

Utrecht

Amsterdam, North Holland, Netherlands

Helping Urban Arrow to scale it's IT landscape in tandem with their scaling company and the growing demand for Urban Arrow cargo bikes. Making sure solutions selected & implemented fit the team and also support strategic goals on the longer run.Practical stuff: selecting IT platforms/vendors, mapping processes, diagraming out integrations, supporting a dealerportal project, Promapp, Basecamp. Getting the IT team to adopt an adopted version of Basecamp's cycle based way of working ("Shape up").

Amsterdam Area, Netherlands

As Fairphone keeps scaling we recongised the need for an upgrade of our IT core and that we needed to solve serious pain points in our processes, mainly an integration challenge.To finally make real steps: implemented Promapp for process management, mapped all our current and future state processes, researched and helped execute an ERP selection trajectory - resulting in the implementation of Odoo as ERP within Fairphone! I was involved with creating the rollout strategy, process design and implementation approach. But also more creative aspects like training colleagues in how to map processes and inventing an agile way to get Odoo implemented.The largest deliverable in this time was a written blueprint which layed out our current state, requirements and processes - so the ERP consultant could actually see what we needed and wanted. And ofcourse the onboarding of Odoo and an implementation partner.To gain more knowledge on how to explore and communicate about such a large IT architecture project I obtained a TOGAF certification and am now a certified IT architect.

Amsterdam Area, Netherlands

Being an intermediary between process owners, our IT team and (external) IT partners and developers. A core responsibility is to lead and support process optimisation initiatives over multiple teams.I work out wishes and demands. Identify process improvements plus potential solutions and provide project management and/or guidance to implement the changes. Next to this I coordinate and assist other teams during high impact IT related incidents.My focus is a mix between vendor management, project management, process management and IT related support. Also I help with random urgent things that fall through the cracks in an environment that is still very unstructured coming from a startup phase.Examples of current projects are an RfP trajectory for a new development partner, analysing and documenting next steps for our IT landscape and more "practical" improvement like upgrading our reverse logistics platform to a new version.Other topics tackled:- Helped achieve a total redesign and setup of Fairphone’s pricing structure over a combination of systems from logistics, e-commerce and finance. Totally reconfigured EU and non-EU VAT settings in the Magento backend. - Supported a key phase in migrating to a new integration partner between Magento and Exact online - stepping in to lead the project during the migration weeks - Coordinating the implementation of a new Zendesk helpcenter theme with several integrations. Acting as an intermediary between Customer Support, E-commerce and the external development team.

Amsterdam Area, Netherlands

I've seen Fairphone grow from 13 people to 70 within 3 years. Within these 3 years I have grown with the business and was lucky enough to support it in many roles - from CS agent, to customer support & repair manager, to IT (project) manager and Magento expert. In this adventure I have implemented API integrations between our webshop and our logistics partner, grown our reverse logistics solution from a printed word form, to a structured .PDF and then to a fully integrated reverse logistics platform with connections to our 3PL, repair center and shipment partner DHL. The last year I have been focussed more on e-commerce and Magento. We delivered a total redesign and seamless integration of our wordpress site with our Magento webshop, kept improving the integrations with our financial and logistics platform and I think I'm almost ready to take a Magento Certified Solution specialist exam :-) I acted in an unofficial role as technical product manager - interfacing on more technical matters with our external dev teams.During this period we also restructured and put in place much stronger agile processes and rituals - that work well for our setup with an external development partner. This resulted in a 40% drop in time spent on communication by our developers (more development time), effective grooming sessions and our sprints being totally estimated and decided before they actually start.On the IT management area I was responsible for managing the move to our new office from an IT perspective and making sure everything from VOIP, to cabling and wifi was working and setup. Together with the great support of a freelance sys admin we still improve, rolling out more services (slack, MDM, file server) and enabling our colleagues to have the IT support they need.

Amsterdam Area, Netherlands

Due to a very quickly growing customer base and quick growing customer support team within Fairphone and my affinity with Zendesk and processes - I was asked to take on the challenge to manage and grow the Customer Support team of Fairphone. We put in place the first official processes during this period. From reverse logistics, to communication matrixes between us and our 3PL to Zendesk macro's and triggers. I also managed more hands on projects like getting several batches of Fairphones refurbished and a repair partner selection + move.I also hired several people into the team who later grew into other roles within Fairphone and introduced daily standups as experienced during my time at ABN. As time progressed I learned that I felt more familiar on the processes, technical/development and IT side of things and as the company scaled fully moved into that role - handing over the CS team manager role to a colleague.

After leaving ABN AMRO, I was awaiting a new job and my already pre-ordered Fairphone 1. Predicting the need for customer support once pre-orders would start shipping and end up in the hands of users - a lucky support request asking for a job at Fairphone resulted in me backing up the FP support team during a time of a huge surge in tickets. Back then it was made clear that Fairphone did not yet need a colleague with a Business Informatics background, something that to my pleasure and luck changed quite quickly!

Security Analyst within the Corporate Information Security Office of ABN AMRO. Responsible for activities on the area of:- Data Leakage Prevention (DLP)- Brand Protection- Domain Name Management

Amsterdam Area, Netherlands

A highly relevant assignment during my traineeship, with the increasing threat and focus on cyber crime. In the lead for a project with the goal to increase the protection of ABN AMRO's international online banking landscape against cyber crime. Delivered a report that contained critical information to enable senior management of ABN AMRO to make choices in the actions required to defend against cyber crime.Delivered a report that was concise, well designed and with a strong content. The report was delivered to senior management within the bank, who received it very favorably and it lead to concrete actions.

Amsterdam Area, Netherlands

The most creative challenge during my traineeship at ABN AMRO, convey the experience of seven young, recently started trainees to the senior management of IT Services and Solutions.Together with my fellow seven trainees developed an extremely creative way to show the positive and negative experiences we had during our traineeship in the form of an old school "Ganzenbord" style game. My greatest contribution to this project was the design of the game, including the board, pions designed as trainees and custom designed champagne bottles for the winner. Originally the MT reserved only fifteen minutes of time for us, but within that 15 minutes me and two of my colleagues managed to convince them to schedule another 2 hours to really experience the game with us.(this was an assignment in parallel with my normal traineeship assignments)

My first 'real' job in the world of IT, arranged through the excellent people that work for Procam. After a challenging series of interviews I had the honorto join the new batch of IT trainees, for an unique start within the bank.The next two years I will be doing a multitude of projects, so I integrate into the bank and the bank integrates into me.

Supporting the management support department of CBS during an improvement phase and delivering a new management information dashboard.During this assignment is was heavily involved with the improvement of ABN AMRO. Supporting the LEAN implementation team, chair of a workgroup to close the distance between MT and employees and involved in the TOPS2020 strategic IT program.Responsible for:- Interviewing customers of the MS group, analysis of these interviews and delivery of key areas for improvement- Design and development of a new management dashboard based on excel - Involved in a work group discussing the strategic future of ABN AMRO’s IT landscapeAn assignment that was part of my ABN AMRO IT traineeship.

Diemen

Responsible for implementing a new technical Change Management process within International Card Services (ICS). ICS is a Dutch creditcard issuer. ICS is the largest issuer of VISA credit cards in the Netherlands. ICS both offers cards directly or through co branding, example being the ANWB and Bijenkorf creditcards. ICS is a subsidiary of ABN AMRO. An assignment that was part of my ABN AMRO IT traineeship.

Amsterdam

The Model Bank 2.0 project had two main goals: upgrading the T24 core banking platform from release 8 to release 11 and moving to new infrastructure and a new datacenter. Joined the project during the start-up phase and experienced the entire project management lifecycle (based on Prince 2) until closure. Responsible for management information, risk and issue management, organizing meetings, organizing many things.The project had high management attention and a very tight time frame, which required dedication and working under high stress to meet the challenging timelines. The project was completed successfully with minimal delay and received two Temenos awards. My fresh insight, ability to quickly grasp a complex project and pro-active approach in communicating my opinion and ideas with a flair where highly appreciated. The project consisted of several vendors and meant working in an international team with teams both on- and offshore. An assignment that was part of my ABN AMRO IT traineeship.

Challenging internship at KPN. Researching the interaction and communication between KPN and three of its sourcing partners (two in India, one in Slovakia). The end goal was to optimize and improve these interactions and communications to ensure a better quality of maintenance. And if possible to lower the costs of these operations.Unique in this internship was that we not only did three months of research in the Netherlands, but also two months in India itself. It also gave us the opportunity to study Customer Relationship Management at a University in Mumbai in collaboration with the "outsourcing lectorship" of the Hanze University. This internship gave an excellent insight into the status of outsourcing/offshoring right now. We were fully immersed in the Indian culture and will be able to apply this knowledge in our future work.Short list of activities:- Analysis of the current situation- Conducting of interviews that resulted in a problem analysis- A combined session on culture in India- Literature study on the area of outsourcing/offshoring and crowdsourcing- Giving advice on KPN's current situation and offering key lessons for innovation and improvement in the outsourcing process.Graduated with an excellent and fulfilling grade: a 9.

Wide-scale communication-audit and from there functional and technical design of a SharePoint Intranet. Build a first version of the SharePoint intranet, from where the company can grow to a modern intranet.

I didn't hesitated long when I got the chance to do an interesting internship at DCF. I delivered an report with relevant standards for their business. I also did a baseline check for an ISO-27002 certification (Information Security). It opened my eyes for the enormous potential of this area and of course I had a great time with my old colleagues again.

My first real job in the ICT world. First line service desk employee solving problems for customers of DCF and St. Gerrit. St. Gerrit stimulates electronic communication in the healthcare sector and offers secured internet connections for hospitals, phycisians, doctors etc. With the current uproar in the Netherlands about the electronic patients dossier a very interesting business area. I learned an awfully lot in this half year about networks, customer support, the technical side of the healthcare sector and how stubborn doctors can be.Also met some great colleagues and people there. Made my break between studies very worth wile and fun at the same time.Note: DCF build the first datacenter in the north of the Netherlands!

My first job. Mostly keeping the store and boats nice and clean. Also my first ICT job with keeping the website up to date and making a basic facturation program in Excel. Also teached me a lot of things about doing business and learned me that there are other social settings then those at home.I had a great time there and it would just be wrong not to mention it here.P.s. can't forget to mention my direct colleague Beer (german sheperd). Try to clean boats while a dog is splashing around in the mud all the time! Great dog though, still mis him.

Mba-Tech, Telecom

Bedrijfskundige Informatica, Business Intelligence

Activities and Societies: Studentlid [2007-2008] en vice-voorzitter School Mede Zeggenschapsraad [2008-2009], Promotiecomissie.

Civiele Techniek, Land, Weg En Waterbouw

After highschool I decided to study civil engineering in Enschede. Pretty quickly it became apparant that mathbooks with 1000 pages aren't.