PROFILE

Dedicated and committed Escalation Engineer, who likes looking for solutions using existing options but does not stop there. Likes working in a team, for collaboration and thrives on a good work environment. Keeping up to date with new technology, developments and releases and showing potential implementing them. Inquisitive with a wide area of interest and expertise, technical and non-technical.


WORK EXPERIENCE

2006 - Recent Hewlett-Packard Netherlands BV Amstelveen

Technical Escalation Engineer
 Diverse international work experience (EMEA.), working with culturally diverse customers, colleagues and business partners.
 Managing the EMEA region spare unit program. Unit readiness to ship to down sites at a moment’s notice (logistics).
 Delivering and driving sustained solutions for complex issues and critical customers, being customer advocate balanced with business needs through Off Site and Onsite.
 Handling Hot Site’s and Major Accounts done through issue detection, clarification, solution and customer satisfaction by own skills, collaboration and time management.
 Partner closely with the lab to drive solutions to complex issues in the form of hardware countermeasures, FW and SW Updates and have these documented.
 Delivering of Training new Products introductions, Product Updates to various audiences such as Customer Support Representatives, Business Partner Technicians and Customers.

 Managing all aspects of the issue reproducibility test Lab ensuring it was up to date and down-time minimized, create reproducible Customer Environments for Customer issue reproduction.
 Focal Point for Global Peers, Customer support preventatives, Business Partners, Pre-Sales and Post-Sales Consultants and Sales, drive meetings to share information for feedback, updates and early detection of Issues.

2002 - 2006 Hewlett-Packard Netherlands BV Amsterdam
Technical Support Engineer
 Focal point for in-house and Business Partners technical customer support representatives, Technical consultants and Sales EMEA.
 Managing all aspects of the issue reproducibility test Lab ensuring it was up to date and down-time minimized.
 Partner closely with the lab to drive solutions to complex issues in the form of hardware countermeasures, FW and SW Updates and have these documented.

2000 - 2002 Hewlett-Packard Netherlands BV Amsterdam

Customer Support Representative Lead
 Focal point for in-house and Business Partners technical customer support representatives providing Large Format Printer support in EMEA.
1998 - 2000 Hewlett-Packard Netherlands BV Amsterdam

Customer Support Representative
 Technical customer support in Dutch, English and German for Large Format Printers (Designjets).






EDUCATION
2014 PRINCE II Foundation certificate
2014 ITIL Training certificate
2014 NLP Practitioner Training certificate
2013 CALDERA Product Training
2003 Eye-One Creative Package Training certificate
2002 Introduction to ArcGIS certificate
2001 CONTEX Product line Technical Training. certificate
1997 AutoCAD R13 WTB certificate
1995 CNC Basic Course. certificate
1995 M.T.S. Werktuigbouw (Intermediate Technical education) diploma
1989 MAVO, D-level (senior general secondary education) diploma






SPECIFIC SKILLS:
Designjet Large Format Printers: Yearly New Product Introductions or product updates.
AUTOCAD: versions 10 till latest, Basicknowledge, focussed on printing.
MicroStation: Basicknowledge, focussed on printing.
Internet: Explorer, Mozilla Firefox, We-Transfer, Drop-Box
Microsoft: Different Operations Systems from Win 95 and NT 4.0 till Win 8.1, including Server Operating Systems. Office Applications from Office 95 till Office 2013.
Adobe: PhotoShop, Acrobat, Illustrator, InDesign, Lightroom. (Creative Suites)
RIP Software: CALDERA, ONYX, PosterJet, ColorGate, EFI and others.
Mac: Knowledge of Operating Systems 8.6 till X.7
Knowledge of several Graphical and Technical Applications used with Large Format Printing.




HOBBIES AND INTERESTS

Sports and more specific; Running (Marathon’s and trail), Race and Mountain biking, Speed skating, Football.
Volunteer’s coordinator and Event Registration Organiser at Athletics Club Monnickendam. (AV Monnickendam)
Other interests include Reading, DYI and Cooking and my Family.