Mike Holthuis Email & Phone Number

The Hague Area, Netherlands

Responsible, in cooperation with the process owner(s) and process managers, for a good, complete, uniform and high-quality design of the processes SSC-ICT-wide (ITIL 2011 Service Management, process design, integration and optimization). Functional management of process managers.

The Hague Area, Netherlands

The Hague Area, Netherlands

√ Product Owner & Project Manager new TOPdesk implementation√ Responsible for (ITIL 2011) proces (re)design√ Responsible for proces audits√ Currently working on selecting new Business Intelligence tooling √ Process Director a.i.

The Hague Area, Netherlands

√ Overall responsible for Proces Management (8 FTE) √ Maintain and expand department processes√ Responsible for design, implementation and managing in-place ITIL Processes (Call- and Incident Management, Service Request Fulfillment, Change Management and Configuration Management)

The Hague Area, Netherlands

√ Overall responsible for 2nd line Support (18 FTE) and functional responsible for 3rd line Support (approximately 45 FTE):√ Maintain and expand department processes√ Responsible for Operations Management & Support√ Responsible for SCOM monitoring √ Functional responsible for development and support of Development-, Test- and Acceptance environment√ Further development and improvement of Service Management tooling√ Guarantee new Service and Product implementations for Delivery and Support disciplines√ Continuously evolving primary business- and ITIL processes so that support will be maximized. Focus areas are Call-, Incident-, Change-, Problem-, Operations- & Service Level Management.

Diemen, North Holland Province, Netherlands

√ Overall responsible for design, planning, project management, rollout and engineering for ATM Backbones, MDF Access and FTTx platforms and responsible for Project Managers/Leaders, Network Designers, Planners and Engineers (3rd level support).Some accomplishments and responsibilities are:√ Phase out old platforms (eq. ATM Backbones, old Ethernet Dslam etc.)√ Introducing (design, project management and rollout) new platforms (FTTx, Ethernet)√ Closure of obsolete OSS/BSS Wholesale ATM delivery systems.

Diemen, North Holland Province, Netherlands

√ Overall responsible for Customer Operations Support, espacially focussed on Business customers (Tele2 Zakelijk) and currently responsible for Project Managers, (ITIL) Proces Managers, Business & Information Analysts, Quality & Training Managers). Current tasks and accomplishments are:√ Setup new departement called Customer Operations Business Support√ Maintain and expand overall Project- and Process Management within Customer Operations Business Area (including projects and company-wide processes concerning Tele2 brands)√ Implementing Agile/Scrum within the Customer Operations areas√ Introduced Lean and Six Sigma methodologies within the Customer Operations areas √ Responsible for Business related IT changes (eq. OSS/BSS changes, webportal changes, etc.)√ Implementing new versions of Call Management software (Avaya/Mtel)√ Conducting ISO 9001 audits for Tele2 Zakelijk√ Guarantee Service Implementations for Delivery and Support disciplines within Customer Operations Area (including BBeyond, BBned, Alice and InterNLnet), for example Ethernet over xDSL (EoxDSL) services like VDSL and SHDSL.bis, TV, Voice, etc.√ Continuously evolving primary business- and ITIL processes so that support for business strategies will be maximized. Focus areas are Call-, Incident-, Change- & Problem Management.√ Improve Quality standards by using COPC (Customer Operations Performance Center)

Hoofddorp, North Holland Province, Netherlands

√ Overall responsible for IT Service Management, Project Management and Proces Management within the Customer Operations Area and responsible for (peak:14) Service Managers, Project Managers, (ITIL) Proces Managers, Applications Managers, Database Administrators and short-term hired Consultants). Accomplishments and responsibilities are:√ Setup a new departements called Service Management and Service & Proces Management√ Maintain and expand overall Project- and Process Management within Customer Operations Area (including projects and company-wide processes concerning BBeyond, Alice and InterNLnet)√ Guarantee Service Implementations for Delivery and Support disciplines within Customer Operations Area (including BBeyond, Alice and InterNLnet), for example Ethernet over xDSL (EoxDSL) services like VDSL and SHDSL.bis, TV, Voice, etc.√ Continuously evolving primary business- and ITIL processes so that support for business strategies will be maximized. Basic ITIL processes are in place and evolving (Call-, Incident-, Change- & Problem Management)√ Responsible for OSS/BSS changes and other related IT adjustments to ensure proper delivery and support. √ Responsible for Application and Database Management for Service Management tooling including server and database support (both hardware/software), 24/7 support, etc.√ Extensive rollout of the Service Management tooling Expertdesk (Remedy based) within BBned, BBeyond, Alice & InterNLnet.

Hoofddorp, North Holland Province, Netherlands

√ Overall responsible for IT Service Management, Project Management and Proces Management within the Customer Operations Area and responsiblefor (peak:10) Service Managers, Project Managers, Applications Managers, Database Administrators and short-term hired Consultants). Some accomplishments and responsibilities are:√ Setup a new departement called Service Management√ Maintain and expand overall Project- and Process Management within Customer Operations Area (including projects and company-wide processes concerning BBeyond, Alice and InterNLnet)√ Guarantee Service Implementations for Delivery and Support disciplines within Customer Operations Area (including BBeyond, Alice and InterNLnet), for example Ethernet over xDSL (EoxDSL) services like VDSL and SHDSL.bis√ Continuously evolving business- and ITIL processes so that support for business strategies will be maximized. Basic ITIL processes are in place and evolving (Call-, Incident-, Change- & Problem Management)√ Responsible for OSS/BSS changes and other IT related adjustments to ensure proper delivery and support.√ Responsible for Application and Database Management for Service Management tooling including server and database support (both hardware/software), 24/7 support, etc.√ Rollout and development of the Service Management tooling Expertdesk (Remedy based) within BBned, BBeyond & Alice.

Hoofddorp, North Holland Province, Netherlands

√ Overall responsible for monitoring, optimalization and redesign of several ITIL processen and Service management Tooling (Remedy/Expertdesk)√ Advising management team and board of directors how to maximize process efficiency√ Project management for projects (approx. € 200K), including upgrading Service Management Tools, E2E/B2B XML interfaces, Webportals, etc.Accomplishments include:√ Redesign and implementation of primary Business processes√ Redesign and implementation of primary ITIL processes√ Succesfull migration to a new version of the Service Management Tool (Expertdesk/Remedy)

Zeist, Utrecht Province, Netherlands

Project Management for several internal efficiency programs.Accomplishment includes: √ Implementing an overall realtime Executive Dashboard for management of Rabofacet Distribution Services√ Reorganizing sub-departments and teams.

Zeist, Utrecht Province, Netherlands

√ Responsible for design and implementation of Business Continuity Management processes√ Responsible for evolving Incident-, Problem- and Service Level Management √ Business Intelligence reporting using Business Objects, Cognos, Hyperion, etc. √ Coaching and leading Proces Coördinators √ In charge of Rabobank-wide escalations in case of major incidents√ Project Manager for implementation of a new Rabobank-wide Service Management Tool (Peregrine/Remedy)

Santpoort-Noord, North Holland Province, Netherlands

√ Responsible for the Systems & Process Management department (5 persons; proces coördinators and application managers)√ Advising Management Team according to maximize ICT withinh company goals√ Overall Project Management during merge several local RabobanksAccomplishments:√ Setup Systems and Process Management department√ Succesfully merge several local Rabobanks (on Business and IT level)

Noordwijk Binnen (Noord), South Holland Province, Netherlands

Haarlem, North Holland Province, Netherlands