Eric Oudkerk Pool

In this role, I serve as a (major) Incident and problem coordinator, overseeing the end-to-end incident & problem management process and ensuring team accountability in line with SLAs. My responsibilities include: • Developing and implementing the incident process, ensuring timely and accurate communication with end users and stakeholders. • Proposing process optimizations and contributing to the enhancement of the Central Asset/Application Database in the ITSM tool. • Prioritizing and assigning reports based on impact and disruption, adhering to agreed SLAs. • Facilitating the Incident Process script, coordinating technical and management war rooms as needed. • Monitoring problem resolution post-incident . • Analyzing recurring incidents to address underlying problems • Continually optimizing the major incident process. • Coaching colleagues on the importance of proactive action and emphasizing the value of the major incident process to both internal and external customers. • Reporting on lead times, trends, and incident-related data, including urgent or high-priority incidents, with proposals for improvement based on analysis.

I was involved in a project focused on enhancing the IT service desk. My responsibilities included identifying and analyzing areas of improvement at the IT service desk related to ITIL processes, work instructions, and tooling (Manage Engine). Additionally, I defined key performance indicators (KPIs) and optimized reporting methods to measure and enhance overall performance. Moreover, I provided coaching and support to the team throughout this endeavor.

As IT Service desk manager via Celestar, I was responsible for all services delivered by the ICT helpdesk and system management team (12 persons) of the hospital Saint-Jean in Brussels. Focussing on customer satisfaction, service improvement and implementation/improvement of (ITIL) processes, like incident/problem/change/asset management. Implementation of new tooling (Atlassian/Jira Service management/Confluence). Planning of short and long term strategy

Freelance Service mgt (via Elmos) Setting up service mgt processes for IT Non Life. Coordination and follow up of incidents. Incident coordinator in case of severe incidents Optimizing and improving incident management process, Problem and change processes following the best practice ITIL guidelines. (Using reporting tools, KPI’s) Complaint handling of customers, follow up, contact customers and other business units in order to achieve the best solution. Maintain relations with (external) suppliers

Free-lance IT change manager @ Econocom. I was responsible for the IT change process and follow-up and coordination of IT related changes within the IT Infrastructure dept. for several customers like Engie, Boerenbond, Ilomar Molenberg natie and Skeyes. Guiding our customers through the IT change management process based on ITIL (best practice). Chairman of the CAB . Coordinator of IT related changes rquested by our customers. Owner of the change mgt. process. SPOC between internal and external support teams and the customer. Back up for Incident management, coordination of major incidents.

I was responsible for the IT change process and follow-up of the implementation of all IT related changes within the IT Infrastructure dept. at NN Insurance Belgium (Life) Guiding service leaders (change owners) through the IT change management process based on ITIL. Chairman of the CAB. Approver of IT related changes. Owner of the change mgt. process. Responsible for all process documentation and work instructions. SPOC for IT change management for NN Belgium. In control of the change management process. Coordination of all releases, in close corporation with the release team. Follow up, reporting, liaison for our suppliers. To ensure the right quality of services, I work closely with the incident manager, problem manager, release manager, service manager and service delivery manager. At the moment we are adapting the processes to a more Agile way of working in corporation with the different scrum teams. Tools used: HP Service Center, SNOW, Topdesk, USD, Atlassian. Back up role for: Configuration manager/ Service manager

Working as Free-lance IT consultant via Elmos at ING Insurance.( Currently known as NN Insurance) In June 2014, I started on a permanent contract at NN Belgium. Function description, see above at NN Belgium

Position: Service Desk Manager Description: Responsible for the IT Service Desk EU. Managing a team of 1st line support engineers, desktop support analysts and on-site support engineers. Following the ITIL guidelines and improving services towards our customers. Optimizing service desk processes and procedures: incident and problem management. My team provided software and hardware support towards our internal customers in Belgium and The Netherlands.

Position: Incident & problem manager (Back up change manager) Description: Coordination and follow up of incidents & problems, managed by the helpdesk. Chairman of daily incident and problem meetings Incident coordinator in case of severe incidents Optimizing and improving processes, incident management, and problem management following the best practice ITIL/Cobit guidelines. (Using reporting tools, KPI’s), I was owner of the process. Complaint handling of customers, follow up, contact customers and other business units in order to achieve the best solution. Project management of different projects within the service desk environment Back up Release and Change manager: Coordinate weekly changes and releases within the ICT environment. Communication, in case of problems, changes with possible impact towards customers Customer satisfaction follow up Maintaining up-to-date information on the intranet, pages of IT Service desk, using Sharepoint. Implementation and follow up of SLA’s and service management procedures.

As IT Consultant , I have been working for CTG on different projects with several clients. Procter & Gamble: 3rd line SAP Support Toyota Motor Marketing Europe: Helpdesk support Teamleader Tibotec (group Jansen Pharmaceutica) Database administrator Jansen Pharmaceutica: CMDB coördinator KBC Bank & Insurance: Migration to Windows XP, Functional Analist Fortis Bank: Migration to Windows XP, Release Coördinator

Giving support to end users of EDS (currently HP) at the RMC (Request Management Center) Supporting products like, Windows/Office/Hardware/Printers/ SAP General Motors GM Drive, support to General Motors Dealerships Provide training to end users Back-up team leader

Responsible for the entertainment and show programmes in the different hotels of the spanish Hotel company Iberostar, working in Spain on Mallorca, Lanzarote, Gran Canaria. Responsible for teams from 4-18 persons Team Coaching Preparing/giving training Responsible for purchasing Responsible technical stage equipment Recruitment Acting/performing

Working as a recruiter for Tempo Team Uitzendburo. Recruiting, screening candidates. Visiting Customers, maintain relationship with current/new customers.