Jo LUTS

Run store day to day operations. Provide detailed information of the products to customers. Follow up online sales and stock management. Schedule, deliver and install BBQ at customers homes, with detailed explanation and first time startup of the BBQ. Maintaining the website, updating with new promotions, products etc. Customer aftersales service.

1st line network engineer at SWIFT Operation Center in The Netherlands. Monitoring of all network related devices – LAN & customer VPN boxes. Taking first resolution step in case of alerts. Resolving Customer Support’s assistance request.

1st line internal IT support for Randstad Belgium. Support by telephone, e-mail, ticket portal and locally (walk-in). Incident analysis & quick resolution or transfer to 2nd line.

2nd line internal IT support for the Donaldson EMEA. Support by ticket portal and local (walk-in). Requests, Incident analysis & quick resolution or transfer to 3rd line. ITIL³-based environment: ServiceNOW ticketing tool.

Third line support. Incident and change management (ServiceNow). Support for second line colleagues on complex production cases. Software testing & management.

Providing Second Line Support for KBC's Business customers, specifically concerning Single European Payment Area (SEPA) payments. Guiding customers in the use of KBC O4B and Isabel applications.

Specialization in System and Network Management, covering Network and data security, Linux Advanced, Microsoft Windows 2008 Server Advanced & Business Servers, and Cisco Module 4.

General education focusing on human sciences.