Terence Flu Email & Phone Number

Maastricht, Limburg, Nederland

Maastricht, Limburg, Nederland

Sittard, Provincie Limburg, Nederland

Sittard, Provincie Limburg, Nederland

Contactperson for customers and partners VodafoneZiggo, Amdocs and Openline. Responsible for KPI’s and SLA’s in cooperation with L1 & L2 supportteam, creating Management reports, coordinate Maintenance Releases, optimize processes regarding Incident-, Problem-, Service Request, Release management. Creation and maintaining Work Level Agreement with our partners, member of the Change advisory Board.

Sittard

In this first period I have set up a Defect Management workflow for multiple customers like Vodafone, Proximus and Ziggo. As defect manager I was responsible for the complete flow of the defects. By creating automated management reports I could update all stakeholders regarding the state of the defects. Besides Defect Management I was also responsible for Problem Management for the customer Vodafone. Besides following up Problems, I also was responsible for the Root Cause Analysis of the High and Critical Incidents via a SIR document. These High and Critical tickets are also discussed in the QRM (Quality Review Meeting) of Vodafone. In this role I was and still am a contact person for Business Support questions and escalations.In the current role as Release Manager I am responsible for bringing a new set of functional- and improvement changes to Production. This includes the following aspects:- Create and align Release Planning (Build, Test, Customer Test, Production)- Align the content and deployments of the release with the customer- Create Release Notes- Allocate and plan resources- Single Point Of Contact for all the content of the releases- Create progress reports- Contact person during deployments to the different environments (Test, UAT, PROD)

Maastricht Area, Netherlands

Service Management CenterIncident & Problem manager Vodafone accountLocal Account Change manager Vodafone accountIn this role I was responsible for:- SPOC for Service Level Agreements regarding Incidents and Local Account Changes.- SPOC for “ITIL management” (incident,- problem- and local account change management.- SPOC for Performance Indicators on Handling time of incidents and Incident resolution time.- SPOC for the customer (Vodafone NL)- Manage offshore 2nd and 3rd line support teams in Egypt and India regarding Incident and Problem tickets.- Manage offshore support team in Sofia regarding Local Account Changes- Improve the Local Account Change processJob description:Single contact person for the Incident & Problem process, Local Account Change process, managing SLA's and KPI's, and general incidents and problems for the customer (Vodafone), managing 2nd and 3rd line support teams in Egypt and India regarding the Incident & Problem and Change process.Results:Optimal utilization of the account support teams, service improvement, improve Local Account Change process

Maastricht Area, Netherlands

Incident & Problem Manager for Business Unit ecommerce (Online domain) for the VF-NL accountJob description: Monitoring Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s), prioritization of incoming issues, reporting to management of internal and external customers, detect recurring incidents, first point of contact for customers regarding issues, managing our 2nd and 3rd line support teams in Egypt and India regarding the Incident & Problem process.Results:Optimal utilization of the support teams in Egypt and India, service improvement, drastic reduction of incoming incident and problem tickets through process improvements, manage customer perception through openness and transparency.

Project Manager for the VF-NL accountJob description:Control project costs, resource planning, documenting regarding EDGE principles, reporting to Management.Results:Providing insights regarding team compositions and booked hours by means of management reports, cooperation among team managers from different departments, work according the EDGE principle

Job description:Managing Incidents and problem tickets, monitor Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s).Results:Managing client perception through openness and transparency, control developers to work with ITSM tools to reduce issues.

Managing reporting tools and processes

Maastricht Area, Netherlands

Administrator for the Billing Information System (BISI & BISII).Responsible for reporting daily, weekly and monthly reports for the Finance and Marketing departments.

Certificate Prince2 And Itil Foundation

Yes, Sales