Contact

Skills

Work History

Technical Support Engineer / Mentor & Coach

Michael Van Der Veen

Address

Amersfoort, Utrecht, 3811

AM

Phone

062*-***-***

E-mail

michael.a.vanderveen@gm

ail.com

LinkedIn

https://www.linkedin.com

/in/michael-van-der-veen-0

Customer

services

Dutch

English

Government

Adobe

Indesign

ITIL

Mentor

Network

Research

Technical

Support

Technical Support Engineer

Michael Van der Veen, Amsterdam

As a technical Support Engineer at Bynder my basic work is all about troubleshooting and solving queries our customers bring. Since Bynder is a SaaS product the queries are almost always product based.

Recently I've worked on gaining knowledge about

Adobe Indesign and Photoshop since these

products are used by our clients to create new

content.

Apart from solving and handling customer queries

my tasks include:

- DSE (Designated support Engineer): Maintaining

relationship with several big clients by being their main point of contact in case of escalations and

keeping track and following up on their tickets.

Also to have frequent meetings to share findings or for the client to ask questions.

- Leading projects: Currently I'm leading a project where we revisit our Support naming convention,

creating new Support roles and a growth path within Bynder as a company for Technical Support

Engineers.

Teamleader Notice Servicecenter

Notice Branded Media, Amsterdam

In this current role as Servicecenter Teamleader my responsibilities are leading & serving the support team, solving more complex issues and structurally create solutions/procedures. The core tasks for the team are solving customer issues in a timely fashion, prepare & send new mediaplayers to our customers

and provide training to new or existing customers. Together with the team I'm helping to create or

2018-09 -

Current

2017-03 -

2018-09

Troubleshooti

ng

Software

Debugging

improve ways to provide the best support

for example:

- Creating mail and ticket templates;

- Creating strike procedures

- Creating manuals for

new employees

- improving teamwork by giving every teammember

a specific task (according to speciality)

- Improving support efficiency (by

implementing several new procedures as mentioned

above)

In this role I've learned so much qualities like

of course leadership, receiving and providing

feedback, spending time with team-members.

Medior Technical Support Engineer

Capgemini (Inwork), Utrecht

The support I provided for Capgemini was first and second line. As a team we supported our customer

USG People The Netherlands. Customers would call

us or send an e-mail requesting our assistance. This could vary from issues regarding a desk phone to

laptops/thin clients/desktop not powering up or

even to complete network outages. We handled

these cases in an appropriate SLA.

Personally I was responsible for patching through

and translating requests for new useraccount rights of the following:

- Shared mailbox rights;

- Shared folder rights;

- Laptop requests;

- Telephony.

Together with my colleague I was also responsible

for creating user-accounts in the Active Directory environment.

Next to this I also handled the customers questions and (major) incidents.

The support tools that I used were: Active Directory, Exchange Server, Deployment Console, Visionapp,

2015-10 -

2017-03

mobilepass, Cisco Callagent, Sophos, MSTSC, Citrix Appcenter, Command Console, Odigo and more.

Technical Support Engineer B2B

Hewlett-Packard, Leixlip (Ireland), Kildare County In this role I support several Multinational

companies by solving computer and smartphone

related issues. These issues vary from "Outlook

issues to VPN software that doesn't connect.

Companies supported are: Philips, Akzonobel and

Alcatel-Lucent.

2015-03 -

2015-10

Intern

At this government agency for Dutch Cultural

Heritage I had the privilege of working with

historical items and documents from all over the

Netherlands.

As my project for this internship I made an index

for documented Items including pictures from the

early 1900's or pamphlets for events from that

time.

I also re-scheduled Archived blueprints and

details from all farms destroyed in the Netherlands during the second world war.

2014-01 -

2014-04

Porter

Het Eemhuis

Amersfoort For this job I was the porter for a

building that was still under construction.

I had to watch the camera's and welcome the

right people like: construction Page 3 of 4

workers, employees of the companies that would

be stationed inside the Eemhuis and the city

council members.

2014-01 -

2014-01

Intern archivist

Archief Eemland

September 2013 - juni 2014 (10 months)

Amersfoort As an intern archivist I assisted visitors with queries about their heritage.

I would help them connect the dots from for

2010-01 -

2011-01

Education

Additional Information

example their Grandparents to their ancestors

who have lived 200 years prior.

Here I also developed a basic in Latin, customer

services and doing research.

Intern archivist

Brabants Historisch Informatie Centrum

As an intern archivist I assisted visitors with queries about their heritage.

I would help them connect the dots from for

example their Grandparents to their ancestors

who have lived 200 years before.

Here I also developed a basicexperience in Latin,

customer services and doing research.

Jumbo Supermarkten Medewerker versafdeling

(brood, vlees, kaas en voorverpakt) mei 2012 -

augustus 2012 (4 months) Studies Amsterdamse

Hogeschool voor de Kunsten Cultureelerfgoed.

(2014) EXIN your ICT competence partner.

2012-09 -

2013-01

Nuenen

Bibliotheek Dommeldal

2012-01 -

2013-01

Bachelor of Arts: Cultural Heritage

Reinwardt Academy - Amsterdam

Did not finish this study

2014-09 -

2015-02

College Degree: Information Services

ROC Van Twente - Hengelo

2012-09 -

2014-06

High School Diploma

Corderius College - Amersfoort

2008-01 -

2010-06

Hewlett-Packard: Summer Star Award

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