• March 2010 - June 2010:  FedICT (through TeamProsource)

• Repositioning of FedICT's Service Desk.

• November 2009 - December 2009:  BNP Paribas Fortis (through Dilaco)

• Install the outsourced first line Service Desk by Dilaco for BNP Paribas Fortis,  covering Headquarters as well as Agencies and Cash Dispensers: 40 Service Desk agents, teamleaders and Incident managers.
• Inventory and description of activities of 1st line Service Desk
• Definitions of Roles and Responsabilities + Organisational design
• Prepare and organize trainings (technical and administrative procedures)
• Hire, train, coach and evaluate Service Desk personnel (40 p)
• Coordination of transition to fully operational outsourced 1st line technical Service Desk  for customer’s headquarters and branches personnel. 
  

• January 2009 - February 2010:  Adit

Business Management & IT Project management for Web development and Software As A Service.

• Start-up of Hosted Services (SaaS) solutions and support activities for Adit.
• Market analysis & negotiations with suppliers
• IT Project management for integration in existing Adit website.
• Definitions and setup of services and support.
• Integration in Adit's on-line shop and automated backoffice.
  

• October 2006 -  December 2008:  Telindus / Belgacom (through HQ Services)

May - December 2008:  Unit Manager Process Design for the Belgacom Enterprise & ICT Services division.

• Manager of the Process Design team
• Responsibility covers design of business and ITIL processes, both internal as for outsourcing customers, and related documentation, training material and tool optimization. 
  

October 2006 - June 2008:  Project Manager for the International Service Centre (2006-2007) and the Telindus Service Delivery division of the Belgacom Service Delivery Engine.

• Implementation of 6 ITIL processes.
• Upgrade and Extension of the Security Services portfolio, including new internal and external service definitions, installation of a new environment of supporting monitoring, reporting and presentation tools, migration of existing customers, and training of the Security team.
• Migration of customers to a new network monitoring tool.
• Implementation of a Project Management tool (Changepoint).
  

• February 2005 - September 2006:  DHL (through Dilaco)

Project Management for DHL Benelux (several sites), and member of the IT Service Management team. 

• Management of IT Applicaton, infrastructure and EDI projects:  implementation of infrastructure and Warehouse Management system for 2 warehouses, with EDI-interfaces to > 10 customers' ERP systems, and implementation of a web based order processing system (linked with the DHL WMS) for > 10.000 users of a DHL customer. 
• Project Management for setup of ITIL Problem Management process, and later taking up the Problem Manager role, and hire and train a new Problem Manager.
• Responsible within DHL Benelux for optimizing the use of the wordwide ITSM tool (HP Service Desk) + coordination with European, American and Asian teams in order to get RFC's approved and implemented.

• July 2004 - January 2005:  Wolters Kluwer 

Application coordination for Wolters Kluwer (Mechelen)

• Responsible for maintenance of all applications commercially distributed on CD.
• Business point of contact regarding new requirements, updates, etc. for these applications.
• Estimation, budgeting and planning of changes, updates and releases.
• Management of maintenance team for CD applications: priorities, coordination and planning.
• Optimization of Service Management tool (Unicenter ServicePlus Service Desk).
• ITIL implementation consultancy.

• March 2004 - June 2004:  Adit

IT Project management for Web development, hosting, and network support activities for Adit (Herentals)

• Start-up of Web Service and IT Networking and support activities for Adit.
• IT Project management for several external web development & hosting projects.
• Realization of Adit's web site in 2 phases: preliminary site (launched in june) and extended site (launched beginning of Oct.).
• Realization of Adit's e-Commerce activities, on-line shop, automatic domain registration and web hosting system, including completely automized back-office with on-line invoicing and payment (September).

• Dec 2003 - Feb 2004:  Prosource   (now TeamProsource)

Project Manager for external Service Improvement project:  European direct marketing project outsourced by Procter & Gamble at Wegener Direct Marketing Belgium (Anderlecht):

• Service Management (IPW-SM assessment) & Customer Satisfaction audit regarding marketing data warehouse and e-business operations, security, tools and support.
• Write detailed Project Charter for the Service Management improvement intitiative.
• Elaborate Service Organization, Roles & Responsibilities and Communication Flows.
• Improve and standardize Customer Service and Order Management process & software.
• Incident Management Process analysis (with As Is and To Be work flows).
• Redaction of detailed Incident Management Manual.
• Implement Management of Change process and procedures.
• Initiate implementation of ITIL-based Service Support.
• Select Service Management software.
• Organize ITIL knowledge transfer to internal project team of Wegener DM Belgium.
• Until September 2004: contributions to the definition of a Project Management method, partly Prince2 and partly PM-BOK based, and for the setup of a Program & Project Management Office.

• 2000 - Nov 2003:  Sylis Belgium

Various internal and external assignments for international IT organisation (Ghent, Ekeren, Zaventem):

• 2003: Project and Transition management for infrastructure project at Passe Partout (publisher): server migration Windows-NT -> 2000 (25 servers, of which several clustered), roll-out of Windows-XP machines + Apple Mac’s; network integration, standardization, and Management of Change for 25 sites; implementation of central monitoring system for backups, anti-virus, and all essential IT services; standardization of all existing desktops and laptop PC's and Apple Mac's; contract standardization of WAN connections and -SLA's.
  Project and Transition management at Sylis Belgium (IT Services): implementation of central Service Desk (1st & 2nd line) for internal and external support (personnel selection and coaching, optimization of telephony and IT infrastructure, and selection, implementation, finetuning and management of Service Management software - Magic Enterprise running on MS SQL server - and order management process and system), including Service Level, Configuraton, Incident, Problem, Change and Release management.
  Elaborate standard quotations and SLA's for external customers' outsourcing contracts.
  Several pre-sales support assignments.
  Analyses of RFQ’s for various outsourcing projects + support during preparation of quotations.
• 2002: Project manager for realization and implementation of IT Service Continuity plan and Availability Management for 24h/7d production plant (Stora Enso Lumipaper).
  Internal audit of System Engineering department + recommendations for optimization.
  Assist BU Manager with business plan for new central Support & Sourcing department.
  Negociate and draw up ICT Service Desk & Co-sourcing contract for administration and production of advertising papers publisher (Passe Partout) + definition of SLA’s and hard- & software standards, and implementation of Incident, Problem, Change, Release and Configuration Management.
• 2001: External assignment at the Belgian Post Group, part 2:
  Team member of ICT co-sourcing project, with full responsibility for Service Desk part (for hardware, infrastructure and standard software), and integration with application helpdesk (for specific business applications).   Negotiation and follow-up of Service Desk SLA’s with co-sourcer.   Develop Service Desk procedures in cooperation with co-sourcer.   Contacts with Business Unit Managers and ICT Development & Infrastucture Management, define operational and management reporting, design brochure and communication strategy with regard to Service Desk.  Manage changes & transition.  Coordination of preparation, tests, implementation and tuning of Service Desk & Service Order Management software.  Coordinate modifications of telephony infrastructure.
  Preparation, tests, evaluation and implementation of new standard hard- and software for De Post desktops, and of new network and server & services monitoring tools, and implementation in Service Desk.
  Project management of pilot roll-out of (standardized laptops for The Belgian Post Grouo), including definition, evaluation and fine-tuning of release procedures, roll-out scripts, user training, and redaction of user manual.
• 2000: External assignment at the Belgian Post Group, part 1:
  Project Management for Application Helpdesk implementation.  Prepare and realise infrastructure, procedures and communication channels for central application helpdesk.   Selection, coaching, training and evaluation of helpdesk team.   Select, tailor and implement Helpdesk software. (Web interface and SQL Database).   Negotiations with Business Unit Managers and ICT Development & Infrastucture Management for post implementation support SLA’s.

• 1989 - 1999: Schlumberger

ICT manager and Project Manager for petrol sector supplier, specialised in back office products and Helpdesk & Maintenance services.

• 1999:  Introduction GUI-based Oracle software in Switzerland and Austria + implementation in 5 countries of issue management system (Oracle-based).   Implementation of Isabel-software in Belgium.   Integration of Benelux-network in WAN of new holding.   Coördination of North and Middle Europe with France, USA and South Europe (contacts local Telecom providers, MCI-WorldCom, Cable& Wireless,…).   Integration administration systems of old and new holding (Netware5 + NT4).   Extension 2 BNL PABXs + upgrade leased line + redundant ISDN-30.   Market investigation + Implementation Frontline helpdesk/callcenter software.   Market research + project proposal GPS-based fleet management systems.  Implementation of redundant telephony and communication system, including helpdesk/callcenter software, for the Service Desks of the 2 Benelux sites.
• 1998:  Introduction GUI-based Oracle software in Benelux.   Design and implementation of Intranet server for Service Desks. Implementation Lynx (SD Worx) software for personnel administration Belgium.   Introduction Motorola routers with link between 2 Matra PABXs over leased line (voice + WAN + modempool).   Initiate, execute and follow-up ICT Y2K project. Detailed study + tests Remote Field Service module (on laptops, with Oracle dbase sync).   Realisation + installation in 5 countries of Oracle (tailor made) software version 2. Design and implementation of Intranet server with knowledge base for Benelux Service Desks.  Detailed study + tests + implementation of Field Service system on laptops.  Implementation of Facility Management Organisation for petrol companies.
• 1997:  Pre-study Oracle remote Service module for automatising Field Service.   Elaborate, test and implement ICT Security and Emergency Plan for Belgium + NL.   Implement 2 Ascend dial-in/dial-out servers with Tacacs+.   Replace LANDesk by Novell Managewise (network management). Implementation Axis CD-Rom jukeboxes (multi-language dictionaries, phone guides, SW libraries,…).   Introduction of Windows 95 portable PC’s in Benelux Field Service. Implementation of Matra PABX in Belgium + PhonEx call statistics.
• 1996:  Implementation + user trainings HP ScanJet (with OmniPage OCR + PaperPort software) + Tobit Faxware (Fax client-server software).   Implementation + user trainings Visio Professional software (now: MS Visio). Introduction Matra PABX with voice server in NL.   Introduction homework PC’s with Gandalf ISDN-routers for 24/24u Service Desk.
• 1995:  Implementation Oracle software + customer service Helpdesk in Germany, Switzerland and Austria (+ training). Installation Domain Name Services en Sendmail on AIX-servers in 5 countries.   Standardise all clients on MS Windows 95, with MS Office 95, Netscape, Acrobat Reader, WinZip, McAfee anti-virus suite, Eudora Pro (mail) and Kea!420 (telnet + FTP naar RS/6000-AIX servers).   Implementation Intel LANDesk Management Suite for network management.
• 1994:  Implement Oracle software + Helpdesk in the Netherlands.   Implementation Emplos-software (Raet) for personnel administration NL.   Connect Belgium and Holland with leased line and Cisco-routers.   Upgrade 5 servers to Netware 3.12 + introduction TCP/IP.   Implementation Netware Connect for network dial-in/dial-out.
• 1993:  Leased line connection to international WAN + introduction of VAX-mail (server).   Implementation of WP-Office (later Groupwise) as menu- and e-mail client system.   Detailed analysis + tests + implementation Oracle tailor made ‘Logistics’ and ‘Service’Desk software. Plan, negotiate, organize and automatise Helpdesk for users of several oil companies.
• 1992:  Detailed analysis (development by Oracle VAR) + tests + implementation of Oracle software part ‘Sales’, linked with accounting.   Platform: IBM RS/6000 + AIX, Oracle database, Oracle Forms. Network extension for gathering, processing, and consolidation of financial transactions of clients, and transfering them to credit card and oil companies (security!), and iImplementation of extra SLA-based services for this.
• 1991:  Pre-study for implementation of Oracle tailor made Business application / ERP / Service Management system. Network extension to 2 servers and 2 network segments.
• 1990:  Elaborate detailed information plan + implement WordPerfect, Lotus 123 and dBaseIV as standard for all departments.   Market study of Business application / ERP / Service Management systems.
• 1989:  Manage IBM S/36 with MAPICS ERP software + introduction Netware server and S/36 emulation software.

• 1986-1989: SGS Belgium

Project Management of full automization from scratch of 2 departments of quality control company:
- contract management, intervention management and invoicing on S/36 + link to central accounting system.
- office administration hard- en software, with automated reporting and business correspondance systems.

• 1984-1986: SFC Belgium

Introduction first PC + training of management and administration at production plant.
Project Management of implementation of ERP package on S/36:   PM + functional analysis, define parameters, product coding, BOM’s, etc + tests + user trainings + support.