I am not afraid to take on something new. I prefer a job with a lot of variety and responsibilities. I am a flexible, independent, responsible person and can handle stress. Next to that I am representative, easy to get along with and easily adjust to new surroundings. I am able to pinpoint bottlenecks, set priorities and act on my own initiative. I walk the extra mile to finish the job if it is required. I set high standards for myself and expect the same from others. I also like to be up to date and aim to develop myself personally as well as professionally.
I have been working as a global problem manager for the past seven and a half years. In this role I have defined the process and work instructions and have successfully implemented problem management for some of our customers on a global scale. I am specialised in implementing CSDM (Continuous Service Delivery Management - The Atos Origin version of ITIL) Problem Management on a global scale. Delivered best practices for multiple customers and helped other teams within Atos Origin set up problem management (both in- and outside The Netherlands).
ITIL certified (ITIL Foundation & Practitioner Change Management)
Specialities: Implementing ITIL processes, motivating people
4 contacts
Ineke Nordt
Process Manager, Atos Origin
Eindhoven - Netherlands
Since 2006: Atos Origin |
Process Manager
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Problem management: creating weekly & monthly reports; set up & chair RCA-meetings; review, validate, edit RCA's (root cause analysis documents) and communicate these to the customer; track progress on open problems & invoke other processes when deemed necessary; chair the weekly global problem management meeting & publish results of this meeting; align with incident & change management In this role I deal with 40+ delivery groups, the global operations manager, application owners, application group managers, customer demand managers, customer representatives Change management: daily, weekly & monthly reports on changes; weekly management summary on changes; join the weekly CAB (Change Advisory Board - internal) and weekly CCB (with customer - Customer Change Board) Complaint management: Review all incoming complaints and investigate cause for complaint; allign with responsible teams/analysts; solve complaints in the shortest possible time to assure customer satisfaction | |
Sector: Consulting and Services |
2005 - 2006 : Atos Origin |
Service Coordinator at Atos Origin
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Operational responsibility for a team of 9 men. Set up a new planning system; basic communication with multiple customers; responsible for the implementation of the main CSDM processes (incident, problem & change management); chair the weekly team meetings; progress meetings; appraisals. In this role I dealt with multiple customers, service delivery managers, the HR department and line management. | |
Sector: Consulting and Services |
2000 - 2005 : Atos Origin |
Technical Support Engineer / Problem Manager at Atos Origin
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Set up problem management for this customer on a global scale. Creating weekly & monthly problem reports; track progress on open problems; chair the weekly global problem management meeting & publish the results of this meeting. Handle incoming incidents within SLA; responsible for mailfile template testing, functionality and technical issues; write work-instructions for other analysts for end users. Sametime Administrator: set up and maintained the sametime environment together with the customer. First point of contact for 2nd line teams for Sametime 3.1 related incidents. Test Engineer for the GUM Tool (Group & User Management Tool): define test cases; communicate with development team & customer. Fix bugs together with development. Write the implementation and roll-back plans, set up a Go/No Go meeting and roll out the new version on production environment. Communicate changes to involved groups (customer and support teams). | |
Sector: Consulting and Services |
1999 - 2000 : Sitel Benelux |
Teamleader OSC global at Sitel
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1993 - 1998 : Various secretarial and management assistant jobs |
Various secretarial and management assistant jobs
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Various management/sales assistant and webmaster jobs in and around Eindhoven | |
1991 - 1993 : Gielissen internationale interieur- & tentoonstellingsbouw |
project management assistant
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1988 - 1991 : Philips Components - Technology Center Display Components |
secretary /publisher of the Change Paper
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10/1990 - 11/1991 Purchasing & Logistics Department - Secretary of the Logistics Manager & Purchase Manager 08/1988 - 10/1990 MISD (Manufacturing Instructions & Standardization Department) - Publisher of the Change Paper | |
Interests |
photography (www.flickr.com/photos/inners), DIY, cooking for friends, gardening, photoshop, meeting new people, reading |