Patrick Poels Email & Phone Number

- International IT Support for Field Service Engineers (FSE's)- Solve first and second line incidents- Hardware and Software (Windows)- Backup solutions- Citrix application virtualization- Application Support FSE's (based on .NET, Java and SAP) - VPN tunneling and Mobile connections- Data encryption- (Functional) Application Mangement OneMobile (1M)- (Functional) Application Management Performance Assurance (PA)- Managing international Global Customer Services (GCS) mailbox- Monitor incidents on behalf of Problem Management- Participation Project Teams

- Call intake- Solve incidents on first contact (skilled helpdesk)- Call dispatch to other resolve groups- Communication with hardware support- Call tracking- Monitor incidents on behalf of Problem Management

- Coordinate internal Information Systems requests (internal mail, e-mail and phone)- Advise internal customer about hardware, software and solutions within IT policy- Maintain relationship with internal department key users and external suppliers- Plan IT Support Engineers for hardware and software installations and account management- Administer approved IT requests- Creating Incident Management reports registerered calls Helpdesk

- Call intake- Transfer calls to right application owner- Solve first line incidents (skilled helpdesk)- Solve second line incidents (hardware/software)- Install new hardware and software- Create incident reports weekly- Monitor incidents IT infrastructure- Manage desktop systems and servers- Create reports problem areas distributing software to customers

- Managing and maintaining network and system software- Centralized and Decentralized management user software and data- User management- Maintaining backup procedures- Creating (user) documentation