Kevin Dekeyser

Service Delivery Management, creation of processes, reviewing SLA’s, renewal of Service desk level 1 and level 2 support, revamping Labo + stock, started project of building a managed service, team leader of team leaders from different teams.

Incident Management, Change Management, Service Delivery, Knowledge Management, planning of all CDM’s/SDM’s, project management, ITIL.

Incident Management, N2 Planning & orientation, N2 Management and training, productivity analysis, multi-level/team SPOC, ITIL.

Installing & maintaining Servers, creating & managing GPO’s, AD management, full network management, resource management.

Initiation phase, definition phase, design phase, preparation phase, execution & reporting including client-oriented reporting, weekly reporting & projections, complaint management, and migration actions.

Intake incidents, follow-up tickets, guidance in ITIL and tools, follow-up on major issues & problems, manage first line, SPOC between teams, escalation & tracking of existing issues.

Intake incidents via calls, mails, ticket system, follow-up tickets, and first-line script based solutions.