Rick Hage Email & Phone Number

Amsterdam, North Holland, Netherlands

Amsterdam, North Holland, Netherlands

• Accountable for all Critical, Major and High priority incidents throughout their lifecycle across the full range of Network & IT supported services as part of the major incident process• End to end responsibility for Stakeholder communications, ensuring Business updates are timely, of high quality and at executive communication level• Support, and mentor a 24x7 team of incident management professionals alongside the team Manager by defining best practice and quality standards• Continuous improvement of overall major incident process and communications• Responsible for compiling Incident Closure Reports to ensure a robust interface into the Problem Management Process with the aim of understanding and clearly identifying root causes of major incidents• Lead Major Incident Reviews; supporting Major Incident Managers in identifying root causes and ensuring there is an accurate description of incidents and impacts• Implement Crisis Management and Service Continuity policies and procedures to ensure disruption to the business is minimized during a disaster• Working with Change Manager and users (at all levels) of defined Service Management Processes to identify and remedy breaches of process• Provide On Call / Escalation Support as part of an on call 24 x 7 Callout Rota

Amsterdam Area, Netherlands

Amsterdam Area, Netherlands

Within IDM I took on the role of Scrum Master, IDM is the joint venture of 2 separate teams responsible for the implementation, and execution, of requests and providing support on the SAP environment.The focus of the team lies on creating a more efficient user journey for new, existing and departing users by introducing new tools and ways of working.Current focus lies on creating a Single Sign On environment for the most important systems and applications.

Amsterdam Area, Netherlands

I was responsible for managing the operations of the Tech Support desk. Working closely with other solution teams to make sure that customer requirements are being met and incidents are being resolved.I joined Tech Support during a difficult time and faced many challenges due to a heavy workload and changes within way of working and management.During this period, we were able to drive down the workload to more manageable numbers and help introduce new ways of contact for our end-users to help answer questions and find solutions.

Naarden

Responsible for a team of 7 hardworking professionals supporting up-to 6 different customers at once.Daily activities include, but were not limited to; - Creating and Maintaining the work schedule.- Providing support to end-users- Act as main contact for any issues resulting in High priority incidents.- Review and revision of current processess.

Naarden

Met PEAK-IT als business ICT partner kunnen organisaties rekenen op een gezonde en solide partner op het gebied van advies, beheer en support van infrastructuur en applicaties, waarbij de focus ligt op continuïteit en service+. Afhankelijk van de mate van regie die de opdrachtgever wenst, kunnen bedrijven kiezen voor deta+, co-sourcing en outsourcing.PEAK-IT is ook de partner voor de uitvoering van innovatieve ICT-projecten. Met deta+ kan de flexibele ICT-behoefte van organisaties met passievolle professionals snel en doeltreffend worden ingevuld. Door middel van co-sourcing kunnen organisaties de bemensing van hun ICT-servicedesk uitbesteden aan PEAK-IT, waarbij zij zelf de regie over de uitvoering houden. Hiermee biedt PEAK-IT een flexibel model waarbij de opdrachtgever altijd beschikt over gekwalificeerde professionals en optimale capaciteit. Via outsourcing kunnen organisaties hun gehele of delen van hun ICT-infrastructuur uitbesteden. Zo kunnen zij zich richten op hun kernactiviteiten, kosten besparen en profiteren van flexibiliteit en kwaliteit. PEAK-IT weet als geen ander aan welke eisen een ICT-professional moet voldoen om zakelijke processen optimaal te ondersteunen en door de inzet van ICT zakelijke meerwaarde te creëren. Daarom biedt PEAK-IT naast een geaccrediteerd HBO lesprogramma ook de HDI certificering op basis van ITIL: dé standaard voor het optimaliseren van effectieve communicatie van de servicedesk. Bij PEAK-IT werken ruim 400 gedreven medewerkers in heel Nederland. PEAK-IT is Gold Certified Partner van Microsoft en Gold Member van het Deloitte ‘Netherlands 50 Best Managed Companies’ programma. Kijk voor meer informatie op www.peak-it.nl. Volg ons op www.twitter.com/peakit, www.facebook.com/peakit.nl en www.linkedin.com/company/peak-it

Naarden

Met PEAK-IT als business ICT partner kunnen organisaties rekenen op een gezonde en solide partner op het gebied van advies, beheer en support van infrastructuur en applicaties, waarbij de focus ligt op continuïteit en service+. Afhankelijk van de mate van regie die de opdrachtgever wenst, kunnen bedrijven kiezen voor deta+, co-sourcing en outsourcing.PEAK-IT is ook de partner voor de uitvoering van innovatieve ICT-projecten. Met deta+ kan de flexibele ICT-behoefte van organisaties met passievolle professionals snel en doeltreffend worden ingevuld. Door middel van co-sourcing kunnen organisaties de bemensing van hun ICT-servicedesk uitbesteden aan PEAK-IT, waarbij zij zelf de regie over de uitvoering houden. Hiermee biedt PEAK-IT een flexibel model waarbij de opdrachtgever altijd beschikt over gekwalificeerde professionals en optimale capaciteit. Via outsourcing kunnen organisaties hun gehele of delen van hun ICT-infrastructuur uitbesteden. Zo kunnen zij zich richten op hun kernactiviteiten, kosten besparen en profiteren van flexibiliteit en kwaliteit. PEAK-IT weet als geen ander aan welke eisen een ICT-professional moet voldoen om zakelijke processen optimaal te ondersteunen en door de inzet van ICT zakelijke meerwaarde te creëren. Daarom biedt PEAK-IT naast een geaccrediteerd HBO lesprogramma ook de HDI certificering op basis van ITIL: dé standaard voor het optimaliseren van effectieve communicatie van de servicedesk. Bij PEAK-IT werken ruim 400 gedreven medewerkers in heel Nederland. PEAK-IT is Gold Certified Partner van Microsoft en Gold Member van het Deloitte ‘Netherlands 50 Best Managed Companies’ programma. Kijk voor meer informatie op www.peak-it.nl. Volg ons op www.twitter.com/peakit, www.facebook.com/peakit.nl en www.linkedin.com/company/peak-it

Since June 2013 actively working as Service Desk Incident Coordinator on the Service Desk for Tata Steel Europe. My responsibilities included, but are not limited to:- Monitoring the ticket queue during support business hours- Provide customer updates as required by procedural guidelines- Escalate tickets as required to ensure conformance with SLA requirements for expediency- Improvement of day-to-day activities on the servicedesk- POC for Service Desk Representatives related to incidents- Responsible for incidents impacting the core business ( production of steel ) or service disruption.

Ijmuiden

For a period of 7 months I've been working as a Section Head on the Tata Steel Servicedesk. As a section head at Tata Steel my main tasks are: Managing and planning tasks, coaching agents who require assistance during call intake or other IT-related questions and providing the IT-Coordinator and Request-Coordinator support/assistance in daily tasks.As a section head at Tata Steel Europe you are required to have knowledge of Incident- and Change-management processes, structures, daily tasks, and have overall knowledge of applications within the business.

Velsen-Noord

Worked as a Service Desk Agent for Tata Steel Europe for a period of 1 year and 6 months.During this time I was responsible functioning as SPOC for all our onsite and international users across the world. Supporting over 24.000 end-users in their day-to-day activities and making sure their issues were being registered following the correct process and resolved in a timely matter.Supported systems varied but are not limited to Office applications, Business specific Applications, and hardware.Together with a group of 15 Agents we managed the servicedesk.

Purmerend

Attended an internship at Maandag® for a period of 6 months.During this time I was responsibly for First Line support both On-Site and Remote, supporting users on their day-to-day operations and answering questions in regards to the different tools used.Together with a group of 4 people we managed the helpdesk for about 400 end-users.