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

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.

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.

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.

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.

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.

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.

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.

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.