Work experience Erik Palmans

Transcription

1 Work experience Erik Palmans 10/2013 Argenta Process Manager Avaya Contact Center 10/ /2013 Alten Belgium (Consultancy) Period Customer Title Project 11/ /2013 Mobistar Project Manager Business Service Delivery 04/ /2012 Looking for a new challenge IT Consultancy: VoIP consultant. Both technical and project coordination Period Customer Title Project 02/ /2012 Indaver Technical Lead/Project Coordinator VoIP Rollout 04/ /2010 Eandis Project Coordinator Coordination & Project Management 07/ /2009 Johnson & Johnson Sr Voice Deployment Engineer Supporting the EMEA Voice Team 07/ /2012 Ordina Belgium Sr. Voice Deployment Engineer Telephone maintenance 05/ /2009 Ordina Belgium Voice Implementation Engineer Installation Avaya Gateway 06/ /2009 Johnson & Johnson Voice Incident Manager EU Incident Management Verizon 05/ /2009 Johnson & Johnson Voice Deployment Engineer Verizon Outsourcing 03/ /2008 Ordina Belgium TOPdesk Process Engineer TOPdesk Rollout 10/ /2008 Looking for a new challenge Period Title Project 01/ /2007 BlackBerry Manager EMEA BlackBerry Server Centralisatie 08/ /2007 Asset Manager EMEA Rollout System Managent Server / /2007 SIM/Mobile Management IT Telecom Database IM Belgium 04/ /2006 Project Manager / Voice Engineer New office Bern 03/ /2004 Voice Engineer New office Lisbon 01/ /2007 Voice Support Engineer Voice Support EMEA 01/ /2007 Developer Intranet Directory 01/ /2007 Telecom/Call Center Analyst Call Center Reporting Ingram Micro Belgium Service Desk and responsible for all Telecom projects (Avaya): phone MACD, upgrades, call center review, etc New Office Ingram Micro Belgium and Coordination Center Telecom Project Management Responsible for all SIM cards and devices (IMBE) Contract negotiations with several provides (fixed and mobile) 1995 VZW Pausonthaal Pater Damiaan Responsible for all IT related incidents EDP Royale Belge NV Administrative clerk CV Erik PALMANS 1/9

2 Experience - Detail Period 03/ /2014 Argenta Title Process Manager Implementation of Avaya Contact Center across the company - Optimization of existing call flows and scripts - Create custom Historical reports (needs analysis, functional and technical analysis, guidance config and testing, training department managers...) - Defining governance - Continuation of the change plan - Operational tasks : service/incident management Period 11/ /2013 Home Alten Belgium Organisation Mobistar Project Business Service Delivery Title Project Manager Project manager assigned to: - Fix Number Portability (FNP) Transfer of new customers to the Mobistar network. This embraces the installation of new PRA (s) and transfer of the number ranges to the Mobistar network. - Mobile Number Portabiliy (MNP) Transfer of mobile numbers to the Mobistar network. - Mobile VPN Establish a Mobile VPN (short number dial) that allows users to call each other by means of a short number. Setting up profiles and assigning the short tracks in consultation with the customer. Follow-up on Change Management Requests (for all projects) and scheduling FNP and/or MNP. Coordination with various internal departments (Ordering, Switching, Capacity Planning, Billing, etc) and the customer. Period 02/ /2012 Home Ordina Belgium Organisation Indaver Project VoIP Rollout Title Technical Lead/ Project Coordinator Sector Industrie & Productie Indaver will start a project to centralize their current telecom environment into a VoIP system. The new system will run on an Avaya platform. Currently all sites in Belgium are using a Siemens PBX, a Cisco PBX is used in Ireland (each site uses his own dedicated PBX). At the same time, a number transfer will take place from the current telecom provider (using PRA's) to Interoute (using a SIP trunk). Avaya platform will consists of each installed in the 2 redundant datacenters. All sites will be equipped with an Avaya G430, for local analogue lines and emergency numbers. Also (for special numbers and backup) a PRA will be installed in one of the datacenters in Belgium and one PRA will be installed on a site in Ireland. In total 700 to 750 stations will be moved to the new platform. Indaver will also use Microsoft OCS. Remote Call Control will be used as Indaver is using a Citrix Environment. Enterprise Voice cannot be used as Citrix does not support voice. Microsoft OCS will be used mainly for status updates and chat. A call can be started via OCS but the Avaya phone will handle the voice stream. CV Erik PALMANS 2/9

3 - Coordination between Business and IT or external provider (NewTel Essence) - Responsible for Incident and Change Management, both internal and external (Belgacom, NewTel Essence) - Assisting with VoIP rollout accross 5 BE sites + 4 IRL sites (+/- 750 stations) - Adding SIP trunk to Proximus and O2 - Training of internal IT staff and end-users (Ireland) - Daily Telecom maintenance - Avaya (adding stations, call routing, etc.) - Pro-active monitoring of all required system components (nagios) - Assist users in day to day work, answer questions via or via telephone - Customizing design (Avaya) to business requirements Period 07/ /2012 Home Telephone maintenance Sr. Voice Deployment Engineer Handel & Industrie Ordina is using a centralized telephone system based on IP (Avaya CM 5.2). The CPU is placed in the datacenter in Machelen, each location (Mechelen and Hasselt) is equipped with a local gateway. These gateways hold a BRI and one or more analogue boards. The gateway in the datacenter is equipped with a PRI board. The purpose is to broadcast all traffic locally. There is also an ACD configuration for reception and service desk. The Avaya system is linked to Microsoft OCS/Lync by means of a SIP trunk. - Monitoring and daily maintenance of the Avaya telephone system. - Creation and change management of stations and hunt groups. - Call routing management (incoming and outgoing). - Adjusting the SIP trunk to comply to the business needs - Creation and making adjustments to the ACD call flow (agents, queues, vectors, hunts,...) - Incident management - Implementing and maintaining call routing between sites (by implementing "regions") Period 04/ /2010 Home Ordina Belgium Organization Eandis Voice Specialist Project Coordinator Public & Utilities Eandis Belgium wants to extend the "ICT Werkplekken and Infrastructuur" department due to the high volume of open and new projects. The ICT Werkplekken en Infrastructure department is responsible for all telecom and datacom projects within Eandis. This includes managing internal projects as working with external providers (Siemens, Telindus and HP) to make sure that all projects are finalized according to the business needs and time frame. - Assist the team at operation and project level related to data and communication, hereunder the implementation of IP-telephony (SIP) in the Eandis operating rooms, move of the Proximus VPN, Qsig link between Avaya and Siemens telephony system (N_Allo). - Evaluation and implementation of WebEx. - Manage and follow-up of ACD request from the business (changing call routing, adding new ACD environment, etc). - Central management of the Turrets (IP phones) in the Eandis operating rooms and management of the voice recording system. - Inform Eandis of best practice concerning IP-telephony exploitation, monitoring and reporting. Period 07/ /2009 Home Organization Johnson & Johnson Supporting the EMEA Voice Team Sr. Voice Deployment Engineer Pharmaceuticals CV Erik PALMANS 3/9

4 Some of the EMEA Voice Engineers of Johnson & Johnson will be assigned to special internal projects, mostly to define and test new features in new Nortel releases. This will have an impact on the support to all EMEA sites (except: Netherland, Belgium, Germany, UK, France, Italy, Switzerland) as they can no longer dedicate time to solve reported incidents and/or projects. The impact will only be for 1 month. Supporting the Johnson & Johnson EMEA Voice Team: - Incident Management for all reported incidents - Assigning incidents to voice engineers of Johnson & Johnson EMEA Voice Team. - Follow-up management of assigned incident tickets to Johnson & Johnson EMEA Voice engineers - Project management for running projects (status check and reporting issues to the Voice engineers) - 2nd Line support to all non G7 countries Period 05/ /2009 Home Voice Implementation Avaya G450 Gateway in new office Ordina Mechelen Voice Implementation Engineer By the end of July, Ordina will move 2 offices (Schelle en Leuven) to a new office in Mechelen. The Avaya G450 will handle all local traffic (in and outbound) with a SIP link to Microsoft Office Communicator Most of the users will use Microsoft Office Communicator 2007 (OCS), user with a high call volume will receive an Avaya IP phone. Reception and Service desk will use the Avaya ACD features. Lead for the Avaya G450 installation (PBX 8300c is installed in datacenter at Zaventem): - Project management of the Avaya hardware installation - Creating and implementing the Avaya call flows for reception and service desk - Project management for installation of the Belgacom lines and number plan - Project management of the required OCS installation - Monitoring of the VoIP voice stream. Avaya Gateway installed 2 weeks upfront. Implemented a backup ACD flow between the reception in Hasselt and Mechelen (this to keep the Average Wait time to a minimum). As the system was completely programmed (stations created, VDN's and Incoming Call Handling defined, ACD and agents created, etc) on the hardware installation date, the system was "ready for us" on the same day Period 06/ /2009 Home Organization Johnson & Johnson Voice Incident Manager Voice Incident Queue Manager Pharmaceuticals Johnson & Johnson has a problem with the incident resolution (Voice) related to the sites now controlled and managed by Verizon. Tickets are not assigned quickly enough to a technician and there is no progress follow-up. Leading to very long resolution times well beyond the agreed SLA. Also end-users do not receive updated information of their reported incident and/or the received information is wrong, what causes frustration. - Assigning incident tickets to the EMEA technicians (Verizon and Johnson & Johnson) - Progress follow-up on open tickets - Daily conference call with Verizon to discuss incident resolution progress and re-assignment of the incident priorities. - Creation of a daily progress report of the Verizon incidents for the Johnson & Johnson management. This report is later used for WAN and LAN progress reporting. Incidents are faster resolved and SLA are met. Better communication to the end-users. Period 05/ /2009 Home CV Erik PALMANS 4/9

5 Organization Johnson & Johnson Verizon Outsourcing Sr. Voice Deployment Engineer Pharmaceuticals Johnson & Johnson has signed a global maintenance contract for all IT Infrastructure (WAN, LAN, Voice) with Verizon. The PBX maintenance for 7 countries in EMEA (Netherland, UK, Belgium, France, Italy, Germany and Switzerland) will be outsourced to Verizon. Verizon will then manage a total of 85 sites and approximate 15000, 35 sites will remain under the Johnson & Johnson management. 3 countries will also move their current circuits (PRI) to Verizon (total of 40 sites). Project management for the Verizon outsourcing project. - Collecting current and relevant data from all 85 sites - Incident management and coordination of the Verizon MTO for all sites (MTO = Management Take Over, day Verizon will take full responsibility of the PBX management). - Daily reporting (progress and incidents) to the Johnson & Johnson management. - Adjusting the Incident Management Process. All planned sites have been moved over to Verizon before end of February The Incident Management report is now being used by Johnson & Johnson management en Verizon. Period 03/ /2008 Home Topdesk Rollout TOPdesk Process Engineer Ordina is implementing a new incident management system for the Servicedesk (TOPdesk). TOPdesk will allow Ordina to monitor and manage the progress of reported incidents via a web interface. The TOPdesk Incident Management feature is already in use but changes are made on a regular basis, these changes are not always well communicated to the end-users (Service Desk) or remarks about the changes do not always reach the developers. Responsible for the completion and creation of internal TOPdesk manuals for Ordina employees. Creation of external TOPdesk manuals for Ordina customers. Communication of new features to end-users, with feedback of end-user remarks to the developers. Implementing of a weekly Change Advisory Board to discuss new features, issues and remarks between end-users and developers. All manuals are completed on the release date. Better communication to end-users. Period 01/ /2007 Home Ingram Micro, Coordination Center Europe BlackBerry Server Centralisation BlackBerry Manager EMEA 5 countries have each a local BlackBerry server. These now need to be replaced (hardware needs to be upgraded), the decision has been made to build a central BlackBerry server in the datacenter. A central BlackBerry server will also provide the BlackBerry service to countries that do not have a BlackBerry server and cannot provide this service to their users. The new BlackBerry server shall run in a virtual environment this to reduce the hardware cost. CV Erik PALMANS 5/9

6 - Check with RIM if a central model will work - Installation of the central Blackberry server (VMware) - Consolidation of the users to the central servers. - Creation/activation of new users. - Adding all existing RIM licenses on the local server. - Activation of IT Policies and linking them to Blackberry groups. - License negotiation with RIM. - Support of local users. - Defining an internal SLA - Development of an ASP website to allow local administrators to check the status of their users. With the installation of the central Blackberry server no hardware upgrade needs to be installed by the countries and it will allow Ingram Micro to deploy Blackberry in more countries without extra hardware cost. By using a virtual server there is also no hardware cost for the central server. In total, the central server will support 200 to 250 users Period 08/ /2007 Home Ingram Micro, Coordination Center Europe Asset Management - SMS 2003 Responsible for the SMS implementation in Europe Until now all countries (America, Asia and Europe) are or using different asset management tool or no asset management tool at all. This makes it hard to understand the current used hardware and software in the company. This is important as each year a report needs to be sent to Microsoft concerning the licensing program, and the current management has not a clear overview of the used hardware and software. The US management has decided that SMS 2003 will replace all asset management tools. This will allow them to have a central overview of all used hardware and installed software. 2006: - Define the SMS structure for Europe (primary/secondary servers). - Create a budget for the purchase of new hardware. - Test SMS in a virtual environment. 2007: - Installation of the primary server in a datacenter on VMware environment. - Coordination of the purchase and installation of the local servers and hardware. - Remote installation of SMS on the local servers. - Training and support for local IT. - Follow-up on agent rollout and solving problems. - Creating of custom reports (ASP). - Testing the Inventory Tool for Microsoft Updates (ITMU). European IT Management has now a better overview of all hardware and software in Europe. Local countries can use SMS for software deployment. Period 10/ /2007 Home IT Telecom Database Ingram Micro Belgium SIM/Mobile Management Due to the huge increase of SIM cards a management application (web based) is required to handle the daily management. Currently there is no SIM card database present, only an xls sheet. The idea is to centralize the SIM card management into one application. Managing the application is limited to the 2 managers, the IT-department has read access (for support to end-users) and the end-users can check their configuration and cost. CV Erik PALMANS 6/9

7 - Defining the business requirements. - Design of the database structure. - Creation of the database on existing SQL server - Importing of the existing data into the database. - Linking the user information with Active Directory. - Defining layout and security (NT authentication is used) of the web application. - Building the web application (ASP) for daily SIM card management. All SIM and mobile information is now stored in 1 central database The 2 managers can activate, change and/or cancel SIM-cards via the application. All changes are automatically stored in the database and an is sent to the provider (Mobistar). Period 01/ /2007 Home Voice Support Engineer Voice Support Engineer Logistics & Transportation Ingram Micro created a new department: "European Infrastructure Team". This new team will support all European countries for WAN, LAN and Voice projects. The team will also define an IT standard (hardware and software) for Ingram Micro. It will also assist all countries in the rollout of the new defined standard. The team will also be responsible for creating a road map for the next coming years. First task was to bring all telecom equipment to the same release (Avaya Definity Release 6) as this will make sure that all countries and sites can use the same features and it will make it easier to support them. Provide 2nd line support to all countries concerning Telecom related incidents (call routing, ACD, features, etc) Assisting the business in adjusting the ACD call flow to improve the customer experience. Period 01/ /2007 Home Intranet Directory Developer Logistics & Transportation Each country has developed a different Intranet Directory; all in the local language and layout; this makes it hard to find people. The intranet directory is a webpage that shows the name, telephone number, and other information about all employees of Ingram Micro. Although this info can also be found in the Exchange GAL but a lot of users find it easier to search in the intranet directory. Create a webpage that will enable a user to quickly find a fellow employee via the intranet. The webpage will hold the contact information for each employee in the company plus also information about conference rooms. It should be possible to order the list by country, name and department. Also a search needs to be implemented. Importing the Exchange GAL via a DTS task into a SQL 2000 server. The user can select to see a general list of all employees for a selected country or detailed information for a selected user. Period 01/ /2007 Home Call Center Reporting Telecom/Call Center Analyst Each sales supervisor receives each day a report concerning the call center performance. Sales management uses this report to adjust the call center workflow. First phase is to end the manual import and automate the report distribution (based on an MS Access db). Second phase is to move the data to an SQL server to improve performance. The second phase will also include the creation of a web application. CV Erik PALMANS 7/9

8 - Improvement of the import (data is now taken from 1 system instead of 2, is more in-line with the Avaya standard). - Adjusting the Access database to automatically import the data. - Setup and adjustment of the SQL database. - DTS packets creation to import the data into the SQL database (FTP download of the raw data) - Creation of the web application based on ASP and adding new functionalities to the reports (graphs, drill-down...) - Final adjustment of the import, after a PBX upgrade the SQL server could connect to the PBX system via an ODBC connection. Management has now 1 central place that holds all call center reports. Less work for local IT as the import is now fully automated. Period 04/ /2006 Home Ingram Micro, Coordination Center Europe New Office Bern, Switzerland Project Manager / Voice Engineer The holding Ingram Micro Europe will open a new office in Bern. This office will hold an IT environment for 20 users and a connection to the Ingram Micro WAN. There is no local IT team foreseen therefore a local service provider will need take on that role. The selected service provider will also install all hardware (cabling, servers and workstations) according to the Ingram Micro rules and regulations. - Several on-site meetings with the selected service provider to discuss installation and project progress. - Define the required hardware and software based on an application list provided by the Tax department. - Project coordination for the installation of hardware and software by the selected local service provider. - Follow-up on the installation of all telecom and WAN connections. - Responsible for the installation of the Avaya telephone system (installation will be performed by the local Avaya representative) A complete working IT infrastructure (WAN, LAN, Application servers, workstations and Telecom) in line with the Tax department specifications Period 03/ /2004 Home New Office Ingram Micro Portugal Voice Engineer Ingram Micro Portugal will move to a new office. The new office will provide accommodation for about 150 people. A new telephone system (Avaya Definity with ACD functionality) will be installed; currently there is no local knowledge present. The new system will need to be implemented during 1 week, at the end the people will move to the new office over a weekend. The local IT department needs to be trained on the Avaya system to make sure that they can provide 1st line support. Responsible for: - Defining the needed hardware and software together with the local business and Avaya - Follow-up on the purchase and installation (Avaya Europe). - Coordination concerning the installation of local PSTN infrastructure. - Dial plan setup. - Configuration of the Call center (ACD, vectors, hunt, VDN,...) - Training of local IT concerning daily PBX maintenance. - End-user training. - Tier2 support after release date System is up-and-running on planned date. Period 02/ /2000 Home CV Erik PALMANS 8/9

9 Ingram Micro Belgium New Office Ingram Micro Belgium Voice Implementation Engineer Due to the constant growth of Ingram Micro Belgium as Ingram Micro Coordination Center the current building is no longer big enough. About 600 people will move to a new building in Vilvoorde. The main impact will be that the current dialplan will be changed (the company can not preserve their current extensions) and this needs to be clearly communicated within the organisation and customers. Responsible for: - move of the Telecom Equipment (Avaya PBX with call center ACD setup). - creation of the new dialplan (as the current dialplan cannot be transferred to the new building) - communication of the new dialpan to all departments - coordination with Avaya and Belgacom. - defining of a testplan to check the call routing before the next business day. Successful move over a weekend. All systems shutdown on Friday 18:00 and back up-and-running next Monday at 08:30. Period 03/ /1999 Home Ingram Micro Belgium MIS Assistant MIS Assistant Logistics & Transportation Ingram Micro Belgium wants to extend the local IT Support team (from 2 to 3, manager included). They support or are responsible for: - about 140 users and 20 servers. - a link to the mainframe in the US - Telephone system with ACD capabilities (Avaya Definity) - Warehouse of about square 11000m (with 3 servers, PBX and link to mainframe) - contract negotiations with major Telecom providers in Belgium Responsible for: - the daily maintenance and installation of Novell and NT servers. - Support all users relating to software and hardware incidents - MS Access database development - Responsible Telecom Belgium - Maintenance of the Avaya telephone system. - Projects: - Server installation for new build warehouse - Installation of all telecom-equipment for the warehouse (leased line, ISDN, Avaya system) CV Erik PALMANS 9/9