Mark Casteels Email & Phone Number

Lokeren

Managing a team of professionals who provide a solution to our customers, where our "of the shelf" products are not up to specifications of the customer.After a solution is made, the customer will receive an offer and details about his requested material.Support of this team is given from the beginning till the end of the customer's projects.Our products and services must offer clear benefits to our customer; we view our customers as partners and help them solve their problems.Rittal's focus is on Enclosures, Power Distribution, Climate Control, IT Infrastructure, Software & Services and our Rittal Automation Systems.

Antwerp Area, Belgium

Informatica Van Breda is a Shared Service Center, specialised in providing tailored made ITC Services for 3 financial Organisations.• Bank J.Van Breda & C°, Specialised Banking industry for Entrepeneurs and Professions• Vanbreda Risk & Benefits, leading insurance broker and consultant in the Benelux market.• Vanbreda International, Employee Benefits consultants and Administrators specialised in international Employee Benefits, currently owned by CignaWe act as point of contact for all our clients and represent their interests in ensuring that IT requests (Incidents, Service Requests, Change Request, ...) are processed within agreed SLA's.• Managing a team of approximately 8FTE - Coaching, evaluation and yearly performance appraisal of team members.- Supervising the quantity and quality of Incidents processed by my team and reporting to our Head of operations.- Planning the workload and adjusting as required, assuring optimal departmental work every moment of the day- Redesigning the approach and ownership of calls at our Helpdesk, improving our Quality Of Service to our customers- Interviewing new hires• Incident and Service Request Manager• Project Lead or Key Team Member for various projects

Brussels Area, Belgium

As Senior It Consultant I was outsourced to several companies providing support in specialized areas. Later I became the coach and SPOC, for several of our consultants outsourced at the same company where I was located.

Rotterdam Area, Netherlands

IT Client Services organizing and providing functional support to the European client community in the effective usage of IT tools in order to improve individual and team productivity, supporting the client organization in the effective usage of IT processes, and providing on-site IT infrastructure support.Project Team member for several worldwide projects. Including- VPN setup and support for our remote users based in Europe- Setting a Blackberry standard and support model for Europe- Setting laptop standard for European users- Integration of Basell and Lyondell to one company

Rotterdam Area, Netherlands

2nd & 3rd line support for Software and hardware for a select range of users who work remote (Sales, Business Managers, Senior Leaders)

Brussels Area, Belgium

Tutoring about 500 people in Microsoft Office 97 Pro for a multinational company. The lessons are customer tailored to match the client’s working environment. The courses are given on-site at the client’s different site locations throughout the whole of Europe (Belgium, The Netherlands, France, Germany, UK, Spain)

Antwerp Area, Belgium

PC/ SEGA/NINTENDO/SONY-game accessories manufacturer based in Antwerp.In this function I was responsible for :-The first line telephone helpdesk for the client’s customers-The administration and daily check-up/backup procedures of their small local area network-The follow-up of the client’s own employees, including giving hands-on trainings-The organisation and on-site supervision of the client’s fairs, together with customer demonstrations and sales during the fair. Conducted fairs are :Cebit Home, Germany (Hannover)ECTS, England (London)Comdex, USA (Las Vegas !)GDC, USA (San José)E3, USA (Los Angeles)

Antwerp Area, Belgium

DigiMap Vierbergen, a software house specialised in the distribution of the database-engine GoldMine and the Cruise-A-Way route planner.I specialised in their support (both telephone and on-site problem solving) together with the operating systems Dos/Win 3.x, Win 95 and NT. I was also responsible for on-site installations of client and server versions of these software-packages, and I also accompanied sales representatives on client-presentations to provide the technical sales support

Education record

Time management for personal productivity and effectiveness

The Human Element, Effective Communication And Cooperation

Education record

Guidance and training in coaching, evaluation and yearly performance appraisal of team members.

Education record

Itil Foundation V3

Ms Windows 2000 Professional And Server

Ms Project

Ms Access 97

Crystal Reports Training

College, Trading & Tutoring

College, Informatics

A2, Accountancy And Informatics