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Service / Project / Crisis / Operational management

Work Experience

EMPLOYMENT OVERVIEW

Summary of Previous Assignments

OPMS (Detachering PL2) June 2009 – January 2010
Senior consultant & Skills Matching Manager
OPMS provides consultancy in programme and project management and service management to the government market and to organizations active as systems integrators and outsourcing companies. As a senior consultant for OPMS Jean provides consultancy in Project Management, ITIL, IT Service Management and resource management.

Some major projects:

Chubb VAG security systems (4 months)
Project Manager / coordinator
Project manager and coordinator for the closure of 2 sites and turn them into a pickup point for technicians.

Organizing the complete removal of the main office and convert a 600m ² workspace into 300m ². My assignment was to estimate the budget, negotiating the contracts and services. I was also in charge to coordinate the complete move over 4 locations in total.

In addition we also had to find a new archive solution.

The most difficult part in this mission was the short timeline (2 months) what Jean also could achieve.


De Lijn
Senior consultant
Jean has analyzed the existing incident reporting. Because the report was generated in Business object based on non standard HP Openview registration and MSacces based on Oracle database’s, they could not translate the existing output. Jean improved the existing reports, constructed a new and clear incident report.

This report was also ready for the next step of Problem management in their process.


PL2 2007 – January 2010
Resource manager
As Skills Matching Manager Jean was responsible for recruiting, coaching and training of high level consultants. Mainly IT managers, project managers and service delivery profiles for consultancy assignments and headhunting.

As internal office manager, Jean coached new account managers and gave them training on computer science, project management, ITIL and PRINCE II. Thanks to the intervention, client contacts, coaching and counseling, Jean developed a helicopter view concerning Service Delivery Management & project management in various sectors.

o Prince II project management and training consultants
o Basic training for consultants to ITIL
o Selective SPOC for certain accounts
o creative thinking & contribution to business solutions
o BID Creations
o Managing + 40 people & contracts

Severall small projects
Business Consultant
Because jean’s task was to guide and train the involved consultants for consulting company’s se-lected for the assignments, he operated on the background and controlled the output and BIDs made to the customer together with the consulting company itself or with a consultant hired for the assignment.
(Eandis, Fluxys, Electrabel, Dexia, Axa, Ing, Vlaamse overheid,…)

Examples:
Creating resource planning and project initiation documents for an implementation of Citrix, Web, data centre migrations and security; this includes business impact analysis, risk analysis, impact analysis. Design the look and feel of various websites.

Datacenter move: involved by creating the architecture, database layout, network connections and relocation of the servers. Counselor for the techniques used.

Service management: Training and aid to several service managers and project managers to manage their projects and service’s in the best administrative way.


PL2 (Internal 1,5 years 1/5 time)
Business Analyst / Project manager
Design the process and implementation of a contact manager in SharePoint and MSacces.

Create the SharePoint environment, training of staff, generate KPI’s. Creation of automated CV templates from the SharePoint contact management system.

Other tasks
o Project initiations
o Project letters
o Technical Consultant for various projects
o Follow up of internal ICT infrastructure
o Sporadic customer aid for technical competencies
o Transferring data from exotic formats (Raw data , FoxBase, Access, DB4, Excel, TXT ...) to MS SQL, Oracle, Sybase
o Administrative and technical support questions point to the background of complex projects
o Business, functional & technical analyze for different projects (guiding consultants)
o Internal & external project management



Interleasing/Athlon Carlease 2001 – February 2007
Service Desk Manager (1 year)
As Service Desk Coordinator Jean was responsible for the establishment of the CMDB and SLA's, OLA's and the budgeting of the Service Desk. My task was the further development of the Service Desk and to bring the service delivery to an higher level. I also discussed the agreements with the customers (Dexia and other banks, Athlon, Intern, leasing companies and other automotive). The Service Desk was also the center of the organization for all Services Delivered by the ICT organization. Therefore I was always involved in all ICT projects, ICT services and ICT organization.

Beside this Jean also took care for the problem management and as advisor for the change and release management in the company.

ICT management coaching
Because absence of ICT management (3 year total) and interim ICT management from the holding (2 year 4 people) somebody had to take care of 25 developers, 12 analysts, 4 team leaders and 6 system managers.

Also there was no SPOC at ICT and no planning. Because the team leaders where strubbling for the position of ICT manager Jean took care on unofficial base of the ICT continuity by coaching the team leaders.

This was easy because Jean was occupied with designing the new roles in the company. Also his service minded policy and knowledge about the company, made Jean to a trusted person for both ICT and the customers (internal & external) and often he had to act in a diplomatic way to achieve a maximum service delivery support organization.

After this period the company was able to overview the ICT assignments and plan the project in a decent way. After a definitive ICT manager was installed, Jean acted as consultant for the ICT manager and took charge over the Service Desk.


Project manager, business analyst
Responsibilities:
Creating the project initiations and business case for projects concerning the web. Also Interleasing has become a daughter of the Athlon group . Therefore they had to change their existing ICT infrastructure and software to one Global European design. Because of the complexity, Jean took care of all the projects concerning the Internet and the interfaces between the different programs.

Because resource reasons Jean took care for the projects in a team of 3 persons going from the project initiations, development and releases and training of internal & external staff.

After a while Jean proposed also to implement ITIL and Prince II to gain resources and improve the services. I was responsible to initiate, setup the budget the whole service delivery set. We realized a resource gain of 40% with the implementation of ITIL.

By working on PRINCE II rules, we increased the project realization (100%) and decreased the ICT workload (200%) through implementing a CAB.

Some realizations
o Migration of customer web interface to new structure based on new internal software.
o Lease assurance & repair website (garage login)
o 2e hand car lease website
o Online Car rental website + integration with new software package & database
o Object oriented conversion from ‘on the fly code”
o Private bidding site for “end lease” cars
o KPI reporting for sales and management
o Change the Belgian website structure to a general European website
o Intranet & communications
o Prince II integration
o ITIL integration
o Service Desk integration
o Integration of several company’s into one holding


Internet Consultant
Responsibilities:
Migration Euro. Migration ASP to Cold Fusion. Maintenance of existing Internet applications development and development of new interactive websites. Web server maintenance. Migration and integration of new database architecture.


Jeditech / LVT 1994 – 2003
Senior Consultant & CEO
Everything around and running around the internet & intranet, both software and hardware areas: routers, firewalls, web sites, web servers, e-commerce, consultation, intranet, security, WAP, helpdesk, optimization and automation of business processes and educating webmasters , ....

Management of websites, email, hosting, domain name registration and creation of one of the first online web shops with credit card payments. Specialty: Databases on the Internet and automation system with remote management systems. Remote management of networks and servers. Various websites for motorcycle clubs, European Community, consultant companies and larger projects.

Supervision of companies to process and procedure improvements. Training and coaching of managers. Interim ICT management (multi-client). Training and technical support personnel. From 1998 to 2000 with three employees.

Some major projects:
Yucom (1 year)
Senior consultant
In consultation with a designer the technical and functional side of several e-commerce and portal sites, with various technologies. Business analyst for e-commerce and the establishment of test environments. Guidance and advice for the support department (helpdesk) & management. Contribute to the SLAs for customers.


Enternet (1,5 years)
Webmaster / Project Leader
Project various Internet development provisions. Analysis, programming and integration of more complex applications. Business analysis. Team coaching. Set up Push emails and MS Exchange and Lotus Notes and Intranet design and analysis.


Philips (2 years)
Service Manager
Reorganization helpdesk + intranet implementation. Training employees. Remote compute management. Y2K Migration. Advice and reporting to management. Ad Interim Team Manager (5 members).

Tuning of a Tool and deploy the ITIL processes and procedures. Training of the future Service Managers (Service Desk, Change Management, and Problem Management). Guidance for employees to increase productivity (problem solving) and eliminating the backlog by analysis of the current operation and resources.

This was possible to maximize the IT organization to optimum performance and return. I was also working with the team so Jean could train and coach the team workers on the floor.


ABP (3,5 years)
Service Manager
Senior Consultant
Reorganization helpdesk + intranet implementation. Training employees. Migration MS Windows 3.11 - Windows NT4, analysis, automation and rollout. Ad Interim Team Manager (15 employees 10 + employees for many external Service Team 10 + Tools for many persons and 10 persons for various 2nd line support). Guidance and consultancy for IT managers. Advice and reporting to management. Tuning tool HP OpenView. Set up procedures and ITIL processes. Technical support and training of internal staff.

Elimination of backlog changes (800 changes and a 3000 incident). The aim was to establish a Service Team too many that existed consisted of a 10 person for an organization of 20,000 workstations to operate and maintain. The SLA requirement that incidents were resolved within the hour.

Supervise, improve and streamline internal processes and procedures.
Reporting and advice to management. Internal guide key projects, both technically and as coach of the team project.

BBL (1 year)
analyst-programmer
Delphi, VB, JAVA, Java- and vbscripting, com applications. Project with Home-banking integrating modules in Isabel with security and proxy-servers. Modules tailored on customer needs (First Isabel Applications).


AVER COMPUTERS (+ 2 years)
Chief technical department / Senior Consultant
Assembly & product and quality improvement.

Jean was also responsible for the product design, technical analysis and management of the outgoing hardware release included hardware compatibility problem solving and testing & final quality control.

Training, coaching and technical direction of the technical team (5 to 8 persons). Work planning and take care of the budget together with the sales team. Setting up the technical department and infrastructure from scratch and setup a helpdesk and 2e line support group. The project was to design a technical infrastructure with a PC assembly line. Improve the technical team to a higher level to achieve resource savings.

After 1 year was the goal and it was able to return a maximum of 4 persons from 500 with pre installed PC's to deliver within 12 hours including a service desk permanence of 12 hours / day and its repair service.


IT Assistance/ IT Consultance (9 years)
System management ICT infrastructure
Helpdesk for infrastructure 24/hours standby with remote management. Advize and develop different websites, logo’s.

Analyze and develop the company’s main application to searchcollect, store and distribute CV’s in an automated way. The first version was written in MSAcces and a second version in Delphi.

Streamlining the email traffic and take care of ICT network infrastructure.


Severall small projects
Webmaster
Created different “Internet” product lines. Sales to business and development.

o Creation of different web shops for different kind off business.
o “Resto” projects
o Webcam projects
o Online reservations
o Remote control interfaces


AVP (1 year)
System management, business consultant
Setting up remote server management and installation of complete infrastructures for small KMO’s. Included tailored software including warehouse logistics and a system to synchronizing the sales result in different shops with a bar scanner (new technology at that time). Development of the administration (ERP) software inclusive the VAT and Taxes automated calculations. The system took care off the input off sales, printed out a pick order in the warehouses, a delivery note and the invoices. Afterwards there was an automated process that took care of the payments and accounting. Automated tax and VAT declaration.



Copam 1993 – 1995
Account manager / technical consultant
Responsibilities as account manager:
Sales of hardware (memory & CPU) + technical support for the automation of the assembly line and OEM software installation.

Account management for the large customers in whole Europe. Setup & service a dealer network for distribution of our products (Ingram Micro, Aver Computers, Acer, Dell, IBM, Bull, Cloetens Distribution,)

Responsibilities as technical consultant:
Helpdesk for products (technical hotline). Solving hardware- and software compatibility issues and assembly advice for customers.

o Consultancy and testing for the first voting machines in Belgium for BULL.
o Set up the assembly line for fully installed PCs.



Manpower July 1993 - November 1993
ICT consultant
BACOB (4 months): Rollout of Windows PCs in various offices throughout the country + training and support office managers.

TAM Import November 1992 – July 1993
Interim Manager
o Manufacturing & Import of lighting design.
o Deputy manager and advisor to promote sales.
o Sales at fairs and wholesalers.
o Administration, purchasing and managing the sales team.
o Logistics coordination and presenting the scholarships and state building.
o Responsible for marketing strategy and the development of a network of freelance representatives (trade).
o Large account sales.


Kruisberghs Chemicals January 1991 – November 1992
Sales coach & representative
o Representative and advisor adhesives and sealants.
o International Import / Export
o IT System Maintenance and Logistics office management
o coaching and training other representatives.
o Building out a Belgian Dealer network


Van Gestel 1990 – 1991
Sales coach & responsible warehouse
o Warehouse Chief (over 5 employees).
o Advisor & Consultant IT system Implementation and automation of IT infrastructure
o Administration and management of resources.

Kartro 1990
Sales coach & representative
Representative office supplies.


Euro Hifi Video 1989 – 1990
Sales coach & representative
o Sales of HIFI & electronics.
o Local marketing responsible.
o IT consultant to customers and maintenance of the local ICT infrastructure.

Tandy 1986 – 1989
Computer Marketing Representative
o Regional Chief Information Technology Division and IT consultant.
o Training of ICT specialists and business
o Functional analysis by business customers
o Demonstration, installation and training of new software and hardware
o Responsible for local marketing campaigns
o Technical advisor to large account customers
o Technical advisor for Belgium


Erasmus 1985 - 1986
Teacher
Teacher information for government general administrative services.

Education

Education
o Humaniora (Scheppers – Mechelen)
o Electriciteit A3 (TSM-Mechelen)
o Electronica A2 (TSM-Mechelen)
o Bedrijfsinformatica/Handel en Administratie (HAM-Mechelen)
o Opleiding kleinhandelaar (CMO-Mechelen)


Trainings
o ITIL Foundation
o Topdesk
o Ergonomie software & internet
o Communication techniques
o Sales & account management
o HR management
o Meeting techniques
o Telemarketing
o Marketing
o Presentation techniques
o Prince II Foundation
o Risc management


Other
o Constant training and tutorial of ICT related products from its own interest and in the context of com-pleted projects
o Managing the service delivery support set
o People training
o Risk management
o Bid Creation
o PMIBok
o Resource management
o Fire control & work floor security
o Project portfolio management
o ITSMF

Skills

Processes & procedures
o ITIL (ITIL V2.0)
o Service Level Management
o Project Management, Risk management (PRINCE II)
o Ergonomics
o Auditing business process & procedures
o Business -, functional & technical analysis
o Setup, review, reporting SLA’s & OLA‘s
o Setup BID’s
o Controlling & improvement of ICT environments
o Setup documentation
o Setup, training, fine tuning of resources


Management
o Team management, HR, Coordination
o ICT management
o Office management
o Budget management
o Sales management
o Service Desk management & Change management (CAB)
o Project Board
o Resource management & Service management
o Role assignment and training


Extra
o Polyvalent, creative, assertive, independent, „going till the end“
o Dynamic, ambitious, collegial, honest, commitment, team player
o Combination of technical, functional and commercial aspect result oriented
o Customer oriented, go-getter, very loyal, think along, general experience
o Can motivate people, natural leadership qualities, strong sense of responsibility and diplomatic sense in complex environments

Languages

Dutch (native)
French (good)
English (good)
German (basic)

Other

SUMMARY OF EXPERIENCE
Jean is a Senior Consultant with over 24 years experience in ICT. He has a proven track record in Service Delivery, Service Management, & Project Management.

He is certified in Service management & Delivery (ITIL v2) and experienced in leading project management methodologies (Prince2).

Jean’s recent missions are mainly business oriented and are related to the implementation of project management & service management best practices. Jean led and trained several teams of senior project and service managers, active in the banking and public sector. Also he achieved ITIL & Prince II implementations from scratch and managed the different Service Delivery Sets going from Incident, problem, change & release management till Service Desk management and leading the CABS.

Jean also specialized himself in very difficult and political loaded projects, mostly with a backlog of issue’s, incidents and changes in an ICT organization. His own nature pushes him to solve this and streamline the processes for a smooth and mature organization on a best practices way. Therefore Jean can manage every function, supported by his wide knowledge and experience.





SPECIALISATIONS

o Interim Management & management coaching
o Process alignment, improvement & management
o Project Management ICT & non ICT related
o Service Management
o Risk Management
o Service Delivery
o Account Management (Customer & HR portfolio)
o Wide ICT knowledge
o General Business Consultancy
o Complex projects

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