Dirk - Support utilisateurs ITIL

Work Experience

2019/01 - Now Liege Airport sa:
Function : ITIL Implementor, Service Desk Implementor
Mission : Implementation if the basic ITIL processes in the IT division
Implementation and first operations of a Service Desk within IT


2018/09 – 2018/11 : Ethias sa :
Function : Incident, Problem and Maintenance manager
Mission : Incident and Problem manager
Manager of a L2 Competence Center team

2011/01 – 2018/09: ING sa
Function: L2 Analyst and Domain Major Incident Manager GTS
Missions: L2 Analyst:
Complex requests handling
Business/Customer impact determination/validation
Quality control of the incidents
Follow-up of the incident queues
Reporting E2E
Trend analysis
Reporting validation
D-Mim (Domain Major Incident Manager) :
P1/Majors incidents coordination
Communication about P1/Majors
Responsible for Business impact determination/validation
Responsible for P1/Major follow-up : MIR, EMIR, recommendations, RCA, process integrity for the P1/Major (Incidents, Problems, Change)

2008/07 – 2011/01: ING
Function: Incident Manager/Problem Manager – L2 Support Payments
Missions: - Follow-up incident reports, first analysis, 2nd level functional support
- Analysis and resolution of problems with the operational teams
- Analysis about recurrent issues, opening and follow-up of the problems

2004/04 – 2008/06: La Poste (free lance)
Function: Service Desk Agent – Incident Manager
Missions: - Helpdesk 1st level: hardware and software
- Application Support 2nd level (applications poste et office)
- Incidents opening and follow-up
- First analysis and intervention requests
- Intervention prioritization
- Recurrent issues analysis

2004/02 – 2004/03: Mobistar (free lance)
Function: Office systems access manager
Mission: Access grant

2003/10 – 2004/02 : Target Power Group
Function: Call-center agent (interim)
Mission: Outbound calls (B2B – B2C)

2000/02 – 2003/09: Carrefour Belgium (GIB group) (free lance)
Function: 1st level Helpdesk agent
Mission: Help Desk first line
- Incidents opening and follow-up, first analysis and intervention requests
- Intervention prioritization
- Recurrent issues analysis

1999/04 – 20001 : Compaq Customer Services – Générale de Banque (free lance)
Function: Roll Out coordinator (Project Leader)
Mission : Coordination of some projects within Generale de Banque agencies network and Ministry of Finance
Planning coordination and changes .
Human resources coordination between the different projects and plannings.
Management of the equipment required for the various projects
Databases maintenance

1998/12- 1999/09 : Siemens Business Solutions (free lance)
Function: PC operator PC – Unix controller
Mission: Evening work session for the VDAB project
Problem analysis and calling the required specialists in case of issues
Contact the offices and technicians, prioritizations of the incidents

1988/06 – 1998/12 : Kraft Jacobs Suchard (free lance)
Function: Help Desk and Security Officer
Mission: First line Help Desk and Access Management (Novell, SAP et Windows NT)


1998/04 –1988/05 : Interflex Belgium s.a.
Function: support – hardware engineer
Mission:  Installation, programing, maintenance, update of access control and time registering systems

1996/09 – 1997/11: Belgacom Mobile s.a.
Function: OMC/R Controller
Mission: Monitoring and maintenance of a network of GSM base stations 24/7/365.
Contact with technicians and providers to ensure an optimal network coverage

1996/04 - 1996/08: Mobistar s.a
function: NSC Technician
mission: Monitoring and maintenance of a network of GSM base stations 24/7/365.

1995/11 -1996/04 : Canon Benelux s.a.
function: Help desk computers peripherals.
mission: Phone support for Canon users Canon (printers, still vidéo camera,
writers, calculators, notebooks, scanners).

1993/01 - 1995/10 : Banksys s.a.
function: Terminal supervisor
missions:
Payment terminal supervion (defective terminals detection, call to the users to try to solve the issue,
call to the technicians when needed).
Handling the requests of the
Support to technicians during on-site interventions
Cards Supervision, mutation, and blocking for the Banksys network and some other PTO cards
Handling the disputes related to the use of electronic payments
Dispatching of the technicians when dispatcher is not available
New versions follow during testing before mass installation
Project Proton lauching phase supervision

1989 - 1991 : Cliniques Universitaires St Luc à Woluwé
functions: - operator pupitror central system (IBM3090)
- network operator
- 1st line technician for Network (PC’s) and Central System (terminals)
missions: - operating the VM/DOS central system
- monitoring the network
- intervention when issues with the PC and terminal users
- install new PC’s and terminals

1983-1988 : Police de la Ville de Bruxelles.
1985-1988 : Centre Informatique de la Ville de Bruxelles
Function: Operator (as policeman)
Mission: Operating the computer center 24/7/365