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Projectleader ICT

Work Experience

Jul 2001 - Oct 2001: Product Manager; KPN Telecom, The Hague
Work was within KPN Carrier Services, department Local Loop Services. Manager for introduction of (new) Information Products on the Local Loop (copper network) of KPN Telecom in Holland. Responsible for coordination of Market Party and regulator (OPTA) wishes/demands into KPN management strategy

Dec 2000 – Jun 2001: Product Manager; KPN Telecom, The Hague
Work was within KPN Carrier Services, department Local Loop Services. In a newly reorganised environment, my assignment was to rationalise and standardise the support en maintenance activities, processes and procedures across all products (copper transmission lines and collocation sites) of Local Loop Services. These services are carried out on behalf of other KPN departments and Business Lines as well as for Telecom Operators. The main goal for this operation is to reduce operational costs, and to meet rules and regulations set by the OPTA for KPN Telecom.
Assistance, for the Service and Maintenance, in writing contracts for Local Loop, for MDF Access as well as for collocation for Telco’s. Setup denifitions list for reporting and implementation of standardised report: Management Letter, Offline Management and external Telco reports.

Sep 2000 – Dec 2000: Organisation advisor; SUN Microsystems, Europe Customer Organisation
Realisation of independant setup and implementation of a project to restructure and rationalise the organisation of the Program Office department. This department checks, on a project basis, new software tools (by SUN worldwide) to be used by the Customer Care department, on suitability and will have the tools implemented (focus is on users, not on IT). Introduction of Project Management procedures and methods, and the integration of these in the Program Office as well as in overall Europe Customer Organisation (+/- 170 fte) of which the Program Office is a part. The changes as have taken place are part of a larger ISO 9000 project. The collective change and improvement areas are organisation, project management, skills, communication, customer satisfaction and service attitude.
Assist and coach Business Proces Analysts as a project leader.

Mar 2000 – Jun 2000: Project Procedures; Mediakabel B.V., Capelle a/d IJssel
In a project team (6 fte) setting up procedures and implementing these according to ITIL, for a recently operational technical department. Aim of the project was to list, organise and optimise the many processes within the organisation with a clear emphasis on the technical department. Following the ITIL method this project team implemented procedures for Incident and Problem management, Change management and Communication procedure.
Creating and implementing the Handbook for the Operations department (including organisational charts of both the department and the entire company, descriptions of functions, workinstructions, (emergency-) duty rosters). The Handbook was published on intranet and linked to a Document Management System.

Nov 1998 – Mar 2000; Functional Manager; Mediakabel B.V., Capelle aan den IJssel
Projectleader (with 4 fte) of the implementation of a Subscriber Management System (SMS) and preparing it for operational use, as well as the implementation of an Interactive Voice Response System (IVR) and all bi-directional interfaces related to these two systems, e.g. Conditional Access System (for encoding and client access rights), Traffic and Scheduling system (scheduling of events and calculation of content fees), BankGiroCentrale (direct debiting of customer accounts), printing house (24 different letters to customers), logistical partner (ordering of transportation of decoders and smartcards to customers).
The SMS is a crucial application for both this technically complex organisation and the Call Center relying on it. The SMS handles customer registration, customer ordering history, control and emission of access rights, billing (either by direct debit or acceptgiro), registration of unique equipment numbers and automated distribution of equipment to customers, customer debit limits and provides necessary reports.
The IVR enables the customer to order events using the interface with the SMS, to listen to additional (marketing) information or to be connected to the Call Center (in-house).
Contactperson for (International) suppliers concerned and co-negociator of contracts with these suppliers.
This ambitious starting organisation centrally facilitates technical know-how for a number of cable operators by offering an interactive digital platform as well as buying content.

Nov 1997 – Nov 1998: Manager IT, Project Leader NMi, Delft
Management of IT department (5 fte), responsible for Service Level Agreements (internal and external), contracts, licences, budgets; projectleader of outsourcement project (outsourcing the IT department) and contact person for third parties outside the outsourcement.
Preparation and implementation of ITIL method; training and coaching for ITIL. Projectleader for millennium and euro projects.
NMi (Nederlands Meetinstituut, the Dutch official measuring institute) is a former state institute which conducts research and implements and maintains (international) standards, bot in Holland and abroad, concerning e.g. time, weight or chance games.


Jan 1995 – Sep 1997; Librarian, Château manager; Paradise Library, Condé sur Sarthe, (Fr)
Project leader library (hw/sw) system selection, acquisition, implementation, and maintenance (database design, tuning and upkeep). Management of and research for antiquarian library and museum. Management of service personnel in Normandy (7 fte) and primary responsible at Normady premises. Further tasks in London, Paris, and Geneva).


Dec 1990 - Jan 1995; Technical Assistant; Shell International (via Octagon), The Hague
Technical support of management activities, Quality Focal Point and Computing Focal Point, Network Manager, organisation of departmental libraries, Contract administration.

Education

Sep 87 - Aug 92. University of Leiden, NetherlandsM.A. Degree. English Language and LiteratureSep 86 - Jun 87. University of Leiden, NetherlandsM.A. Honours course. Dutch Law (first year only) Sep 78 - Jun 86. The Netherlands Lyceum; HAVO and VWO diploma

Skills

(Change) Management; Project Management

Languages

English, Dutch, French

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