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24/07/1995 - 31/11/1996 : IBM
UK Ltd. - EMEA
Help Centre - Helpline Agent
function :
technical end-user support by phone for IBM-products (hardware/software)
role and responsibility :
Problem-resolving on the phone and by fax for end-users (IBM-customers) and
their problems (IBM Hardware or IBM-preload related software).
01/12/1996 - 18/01/1998 :
IBM UK Ltd. - EMEA Help Centre - Technical
Operations
function:
Keeping workstations, printers and faxes for call takers up&running -
both hardware and software, so the Helpline Agents can do their work.
role and responsibility :
Keep the workstations call takers (see previous job) use, up and running so
they can log calls, help customers, find and print information, send and fax
solutions, make documents for on-line libraries, keep in touch with
second-level support groups and communicate with their team leaders and
management
19/01/1998 - 16/05/1999 : IBM UK Ltd. - IBM Global Services
function :
role and responsibility In workstation group (till 01/12/1998) :
Building, keeping up-to-date and rolling out of site wide used
images/preloads on workstations according to worldwide IBM-standards
(net.compute / Year 2000). Supporting site wide used applications on a
second level basis, i.e. do on-site user support (the user being an IBM
employee) so people can be productive and carry out their jobs.
role and responsibility In server group (till 16/05/1999) :
Building (hardware - adding disks, memory, network interface cards),
preloading (installing operating system, software, configure everything for
use), implementing (integrating it into the existing LAN-infrastructure) and
finally supporting (in case something doesn't work, something fails,
something breaks down) application, data, domain and print servers.
Also user management (create, add, delete accounts / users, access to shares,
...)
17/05/1999 - 31/12/1999
: IBM UK Ltd. - CBC/NSA Centre (Symbiosis)
(fully named : Cross Brand Configuration and Netfinity Solutions
Assurance Centre)
function :
pre-sales technical support for IBM-Business Partners and Direct
customers (External customers)
role and responsibility :
In cooperation with IBM-representatives from all over Europe in the
Marketing departments, work with the latest hardware / software and win bids
from IBM-business partners and external customers over competition.
* Create unattended installs for Operating Systems like NT and OS/2 for
specific IBM-hardware (so all drivers are included and working when the
customer installs/recovers/integrates the machine).
* Verify existing software-stacks from old to new systems and update / alter
them if and when requested so they keep working when the hardware-upgrade
goes ahead.
* Do hardware stress-testing of servers and their network performance
(token-ring / ethernet).
* Do SPORE-tests (which is proving that a non-IBM piece of hardware fits in
and works with an IBM-machine, e.g. 3COM network-cards) in cooperation with
Manufacturing.
Some of the business-partners : Bank Of Scotland, Bank Of Ireland, Deutsche
Bank, Hamburg Mannheimer, Computer Sciences Corporation, Meryl-Lynch Mercury
01/02/2000 - 16/02/2001 : LOGICA SA/NV Belgium - Technical Directorate -
InHouse Automation
function :
Network and System Administrator for Antwerp offices.
role and responsibility :
Assure Logica employees can do their work, i.e.
* Make sure the servers are running and connected to the domain so they can
be accessed all over Logica (worldwide).
* Assure back-ups are made on a day-to-day basis.
* Make sure all workstations are running properly (hardware and software).
* Keep track of network and phone-connections and patches in floor and on
patch panel.
* Create / Manage / Erase user accounts, mail accounts, access to shares, ...
01/07/2001 - 30/06/2002 : NETFUSION SA/NV
function :
Technical Engineering, Helpdesk support, Software Installation and
maintenance, Hardware installation and maintenance, project-work.
role and responsibility :
Working on projects (such as Helpdesk at Atlas Copco, first and second line
support to users), remote administration and installation of software on both
workstations and servers, internal helpdesk for Netfusion customers,
installing servers, workstations and printers, auditing companies for the new
software licensing 6.0 from Microsoft, ...
01/09/2002 - 31/12/2002 : Computer Services and Solutions (CSS)
function :
Technical Engineering, Helpdesk support, Software Installation and
maintenance, Hardware installation and maintenance, project-work.
role and responsibility :
Helpdesk at Cleary Gottlieb lawyer firm, first and second line support to
users : by phone or desk-site, remote administration and troubleshooting of
software on workstations
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