Antwerp Metropolitan Area
Specialties : implement LMS (Saba), CRM (Vantive, Peregrine), KM Systems and Helpdesk Services System, End-user and Management training Project Management Operations Management Business Process Re-engineering Coaching & Consulting
GLOBAL EDUCATION DEPARTMENT Subject Matter Expert for Global Helpdesk Services and Learning Management System (Saba) • Global Learning Management System (Saba) - EDS Learning Catalog Upgrades and new releases: 3.1, 3.4, 3.4 SP2, 3.5 UAT project manager System/Security Administrator 3rd level support Operational processes and procedures German Works Council and Data Protection Documentation : UAT scenarios, training material for client and web, end-user Cue cards and Help file, global work instructions and process flow for Level 1 to Level 4 support groups • Consolidation of 4 regional helpdesks into one global helpdesk Developed a business case for one global helpdesk Outsourcement of internal EMEA Level 2 support group to Contact Centre Presented alignment possibilities for Knowledge Management System & Logging Tool throughout all regions (reporting, support groups, processes, logging tool set-up) • Outsourcement of internal helpdesk to Contact Centres (CC) Assisted during go-live of EMEA CC Developed a comprehensive presentation and trained EMEA CC staff Set-up of Knowledge Management System for Global Learning & Development (processes and technical documentation) Trained internal EMEA Level 2 support group
GLOBAL EDUCATION DEPARTMENT Project Management for the Saba-implementation project in present and future modes with 140.000 end-users • Global Learning Management System (Saba) - Achieve Phase 2 Project lead EMEA Global programme support for 7 projects • Global Learning Management System (Saba) - Achieve Phases 1 & 2 EMEA implementation of the new global Learning Management System Germany specific: presented to German Works Council, obtained their approval and trained staff in functionality. Acting as lead during the go-live of Germany Trained staff in Europe (Belgium, France, Spain, Swiss) Responsible for 2nd & 3rd level support during the first 3 months of production
EMEA HELPDESK DEPARTMENT End-to-end service incident analyst for the Coca-Cola project in steady state • Identify outstanding un-resolved or escalated client cases via logging tool Monitor daily escalated requests Monitor daily backlog (how long, why, where cases remain open) Escalate unresolved service delivery issues to CI Service Manager • Identify violation of procedures and report to involved team Field questions from RMC, TFS and other EDS support units on proper case handling procedures for cases relating to delivery issues Analyse and comment first/second/third level, client specific call handling and escalation Review and propose improvement to escalation processes • Analyse and comment on related decision trees/”scripting” • Analyse and comment client specific reports on ongoing issues