Peter Pors Email & Phone Number

Rotterdam, South Holland, Netherlands

De Meern, Utrecht, Netherlands

Responsible for the design and implementation of a standardised Service Configuration Management process across all our customers in The Netherlands. The process is designed to align with Fujitsu's European process framework and ITIL 4. After the implementation phase, it was my responsibility to make sure that the process Health Metrics are met, to guide and advice the process managers and to ensure that the process is continuously improved.Currently also working on the design of the IT Asset Management Process.

Maarssen, Utrecht, Netherlands

Rotterdam, South Holland, Netherlands

After finishing the Windows 10 migration project, I choose to stay on in the role as Service Process Controller. In this role I was responsible for the following processes:- Configuration Management- Incident Management- Major Incident Management- Problem ManagementDuring this time the Windows 10 migration was just finished and there was a noticeable increase of (major) incidents and problems. So together with the customer and other suppliers we worked hard on identifying the underlying issues and to get those resolved as quickly as possible.

Rotterdam, South Holland, Netherlands

Soon after finishing the Windows 10 migration project and joining the team as Service Process Controller, I was also assigned the role as team lead for the Service Desk and Onsite Support teams. Combined, both teams consisted of around 10 members.

Rotterdam, South Holland, Netherlands

Project Coordinator for the smartphone rollout (iPhone in combination with Microsoft Intune). Responsible for the hand-out phase of the project, which included activities such as:- The selection and training of the project members - Ensuring a satisfactory exchange of the old and new hardware (incl. the transfer of personal files and apps)- Administrating and communicating the progress to the project manager

Project Coordinator for the Windows 10 migration project. Responsible for the hand-out phase of the project, which included activities such as:- The selection and training of the project members - Ensuring a satisfactory exchange of the old and new workplace- The preparation of the right hardware and software for the right people- Administrating and communicating the progress to all project stakeholders

Haarlem, North Holland, Netherlands

Project coordinator for multiple project:- Laptop HDD switch to SSD- Windows 10 migration laptop rollout- Smartphone rollout (Android & iPhone)Combined with my experience of the configuration management process, we were also able to significantly improve the accuracy of the CMDB during these projects. Between projects, I also assisted the Service Desk to setup a new Knowledge Management Database and created instructions specifically for asset and config management (procurement of hardware, stock management, etc.)

Responsible for setting up and maintaining the configuration management process. This included operational matters such as checking and confirming all CI mutations to ensure an accurate CMDB. However, this also included service management activities like documenting agreements with third parties and making reports on our performance and for invoicing matters.

In the role of incident coordinator I was responsible for the coordination of the incident management process. I had to make sure that all agents and engineers followed the correct procedures and that the tickets were resolved as soon as possible. In the case of a priority 1 incident I coordinated with the second line team, the resolver team and the Service Delivery team to ensure a quick resolution.Besides actively chasing all open incidents, another responsibility was to report on our SLA and KPI's to team management and the service delivery manager. Because of these reporting needs, I became quite familiar with using Microsoft Excel.

I started off my second line support engineer role as an advisor to the first line team for everything related to hardware. I was responsible for the way of working, the associated instructions and the training of agents in this area. However, it did not take long before this scope expanded to other area's and due to the increasing number of instructions we created a new knowledge database.Later on I also assisted team management with the coordination of the day-to-day tasks and workload of the first line team. This meant managing the team roster and balancing the workload of the multilingual telephone lines and the e-mail inbox to make sure that the KPI's of the Servicedesk were met.

First line support engineer for the FrieslandCampina Service desk. I started in this position during the transition phase of the contract and was responsible for answering phone calls and replying to e-mails.Due to my affinity with PC hardware, I also started to focus on the hardware requests and incidents between all the usual calls and e-mails. It quickly became my responsibility to clear out the backlog and to make sure that new IMACD tickets were picked up as soon as possible

Amsterdam Area, The Netherlands

During my five years working for InWork I was solely assigned to Fujitsu.

Vlaardingen, Zuid-Holland, Nederland

Schiedam, The Netherlands

Mbo Niveau 4, Ict Systeembeheerder

Hbo, Technische Informatica, Propedeuse

Havo, Natuur & Techniek