Mark K. Email & Phone Number

The Hague, South Holland, Netherlands

The Hague, South Holland, Netherlands

. Global end-user support specialist for 15 countries. Responsible for global workplace services. Responsible for setting up new offices and relocating / integrating existing offices. Trading application support. Change / problem / incident management. Managing global IT projects. In continuous contact with business (US, Europe, Asia), (SAAS) application / network vendors, internal and external service providers. Aiming to optimize the end-user workplace experience to maximize the client satisfaction.

The Hague Area, Netherlands

Within a dynamic organization as NN IP a lot of projects run simultaneously of which a substantial amount is brought back to the "RUN" team when it comes to global IT upgrades, office integrations and/or relocations, IT design/setup of new offices, creation of authorization to connect documentation (evidence to assure no risks are present for the existing business environment when implementing a new office), NN-group wide initiatives. Project managing assignments like the ones aforementioned are part of the PM role.

The Hague Area, Netherlands

• Responsible for global Workplace Services (WPS), optimization and simplification of ICT services and maximizing end-user satisfactory• End-user support specialist, escalation point for global IT onsite support teams and centrally located Service Desk within an asset management organisation / trading office(s)• In regular contact with (SaaS) vendors to guarantee no impact on the end-user application usage, e.g. regarding adjustments required on office and vendor side due to necessary infrastructural changes• Operational Management of ICT outsourcings contracts, front-end and back-end environment, centrally and for remote offices (Asia, Europe, US), global telephony, networking services, Cloud Services (Office365, etc.)• Responsible for designing, planning, aligning, coordination, communication and management of global WPS/IT projects • Delivery of management reports on all WPS related topics, changes, projects• Continuous improvement of the global support solution, environment and management contracts; work in close cooperation with other IT teams (Architecture, Vendor Management, Infrastructure Service Delivery)• Change, Problem and Incident management (IMOD)

Den Haag

Brussels Area, Belgium

Role description: in the role of Head of Systems & Storage (S&S), I am responsible for:• the BNP Paribas IP wintel and storage solutions globally, all S&S related business as usual (wintel, storage i.e. NetAPP and XP24000, datacenters, backups, messaging including blackberry)• managing the BNP Paribas IP IT outsourcings partner operational wise in delivering the required support / services• improving the current business infrastructure taking into account business requirements, costs and manageability by designing / implementing (improvements for) wintel and storage solutions, ESX environments, datacenter related investments associated with upcoming BNP Paribas IP migrations / integrations / relocations.• maintain the contracts for a different set of service providers, e.g.:- IT outsourcings contract- Blackberry BES support contract- NetAPP maintenance contract- Backup license service & support contract

Amsterdam Area, Netherlands

Primary activities & responsibilities:As of 01-01-2009, the onsite support service has been insourced again by Fortis Investments including the involved employees according to the “man follows job” principle. The role of Regional Head of End User Support EMEA was created as one of the new positionsrelated to the end user support service within Fortis Investments globally: with the majority of the sites in the european region there were 3 positions for this part alone (London, the Nordics and EMEA), 1 for America and 1 for APAC. Among the responsibilities that come with this role, are:- Act as representative for the involved sites in the onsite support services- Act as line manager for the Team Leads ICT for the involved sites- Act on off-standard (urgent) onsite support service requests- Guard the onsite support presence according to the needs of Fortis Investments- Assist the onsite support engineers with non-standard requests by the customer and provide guidance in finding the best solution- Check for trends on the incidents, and find / propose solutions for the underlying problem, way of work that will lead to reducing these incidents- Participate in the local projects per sites, be involved in RFC (request for change) process, and under all circumstances keep the end users informed / updated.- Participate in defining end user support engineer documentation / working procedures- Escalation point of contact for Servicedesk on End User Support / Onsite engineer level- Control and validate the results of the support development and execution based on predefined standards and norms- Providing server support on stand-alone environment- Partially define and guard the local ICT budget (because of the ABN AMRO Asset Management integration, the amount of IT personnel locally present in Amsterdam increased, with the effect that certain responsibilities were devided)- Manage contracts with ICT system and service vendors

Amsterdam Area, Netherlands

Primary activities & responsibilities:Detached at Fortis Investments (after the IT outsourcing) by HP as Account Technical Lead (ATL) Onsite Support Services, this function comes with the following responsibilities:- Act as representative for the general role HP plays in global onsite support services for the customer Fortis Investments- Act on off-standard (urgent) onsite support service requests by the customer- Guard the onsite support presence according to the contractual agreement- Assist the onsite support engineers with non-standard requests by the customer and provide guidance in finding the best solution- Provide on a monthly basis a report template in which the status updates are described of outstanding and finished events- Take actively part in a weekly meeting between all the tower leads on the progress and actions on certain events (within HP delivery team)- Take actively part in a weekly meeting between the delivery team and the customer on the progress and status updates on eventsNext to this, together with the above global role, my previous described roles as Customer Service Engineer / Team Leader ICT NL are also still applicable and part of my job. This function comes with the responsibilities previously described (October 2005 - September 2007).Due to the large workload of the ABN AMRO Asset Management (AAAM) integration projects on different continents / sites and the upcoming internal IT reorganization, my local role as Team Leader ICT NL was transferred to one of my team members, for me to be able to combine the integration projects with the ATL role.

Amsterdam Area, Netherlands

Primary activities & responsibilities:Detached at Fortis Investments (after the IT outsoutcing) by HP as Customer Service Engineer / Team Leader ICT NL, this function comes with the following responsibilities:- Monitoring servers / processes- Configuring / maintaining client switches- Providing (software / hardware) installation documentation- Providing server support- Maintaining (ex-)user data archive- Perform backup management and restores- Provide first, second and on-site support- (Re-)install server(s)- Point of contact for Servicedesk- Balancing the team knowledge and competences- Define and communicate human resource issues for local ICT support team- Coordinate, participate and contribute in the design,implementation and (local) roll out of the projects- Manage capacity and design changes of computer / telecom systems- Analyse and manage the needs for IT-infrastructure- Determine the relationships between business processes and implement applications, etc.- Determine the conditions for implementing new technological infrastructure- Manage the Servicedesk team and determine the incidentmanagement procedures- Control and validate the results of the support development and execution based on predefined standards and norms- Detect, diagnose and participate in the solution of problems- Define and guard the local ICT budget- Manage contracts with ICT system and service vendors- Duty service (24/7) for hardware, security, MER-room temperature

Amsterdam Area, Netherlands

Primary activities & responsibilities:- Monitoring servers / processes- Configuring / maintaining client switches- Providing (software / hardware) installation documentation- Providing server support- Maintaining (ex-)user data archive- Perform backup management and restores- Provide first, second and on-site support- (Re-)install server(s)- Point of contact for Servicedesk- Balancing the team knowledge and competences- Define and communicate human resource issues for local ICT support team- Coordinate, participate and contribute in the design,implementation and (local) roll out of the projects- Manage capacity and design changes of computer / telecom systems- Analyse and manage the needs for IT-infrastructure- Determine the relationships between business processes and implement applications, etc.- Determine the conditions for implementing new technological infrastructure- Manage the Servicedesk team and determine the incidentmanagement procedures- Control and validate the results of the support development and execution based on predefined standards and norms- Detect, diagnose and participate in the solution of problems- Define and guard the local ICT budget- Manage contracts with ICT system and service vendors- Duty service (24/7) for hardware, security, MER-room temperature

Amsterdam Area, Netherlands

Primary activities & responsibilities:- Monitoring servers / processes- Providing (software / hardware) installation documentation- Providing server support- Maintaining (ex-)user data archive- Perform backup management and restores- Provide first, second and on-site support- (Re-)install server(s)- (Participate in) roll out of local project(s)- Point of contact for Servicedesk

Master Of Science (Msc.) / Doctorandus (Drs.), Pharmacy

Vwo (Pre-University Education), High School/Secondary Diplomas And Certificates