Rob Ververs Email & Phone Number

San Leandro, Ca, Us

Emeryville, California, United States

Amsterdam, North Holland, Netherlands

• Maintained and supported IT infrastructure for international law firm (500+ users)• Managed and monitored systems and infrastructure including cloud-based Azure infrastructure, multiple VMware iterations, Exchange servers, and more• Installed, configured, and tested different systems, applications, and system management tools• Ensured system availability and monitored performance• Troubleshot incidents with systems and end users (2nd and 3rd level support)• Solved security issues in coordination with IT security department• Wrote powershell scripts to automate processes• Coordinated with vendors to resolve software issues, as well as select, upgrade, and maintain new software• Managed and migrated 100s of thousands documents in iManage

Amsterdam, Noord-Holland, Nederland

• Provided 1st and 2nd line support (in both Dutch and English) • Handled on average 35 calls/incidents per day, resolving most issues independently and escalating when necessary, according to ITIL practices• Installed, configured, maintained, and troubleshot software and hardware• Managed user accounts and access permissions • Implemented measures recommended by security department• Provided technical support and training to end-users, helping them effectively use the company's IT resources• Documented and managed support tickets, ensuring timely resolution of IT issues• Wrote user manuals for end users / IT department staff

Zwolle, Overijssel, Netherlands

• Interned at the Isala hospital in the IT department, Service Level Management (SLM)• Organized and managed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs) in collaboration with the client (hospital, external departments, and suppliers)• Monitored and reported service levels, and documented and implemented all management agreements• Built relationships and made management agreements with Isala clients and suppliers through SLAs, OLAs, UCs, and DAPs (Dossier Agreements & Procedures)• Developed production or test/acceptance environments, and documented the responsibilities of each department involved within these environments• Collaborated with the change manager on RFCs (Requests for Change)