Passionate UX researcher and user advocate, working to make people's lives a little easier

As the producer for Sogeti's Quality eXperience Podcast I was involved early on. The QX Podcast focuses on informing professionals in an entertaining manner about quality, quality assurance, software testing, working agile and related topics. I had a hand in the direction and tone of the podcast as well as securing a co-host. I reviewed hosting providers and selected one that fitted the needs of the company. It is my responsibility to record, edit and publish the episodes. I also have a hand in writing the show notes and I created the intro music out of the companies sound branding. On occasion I assist with planning of the podcasts and the booking of guests. Also I like to contribute topics and ideas for the show. One of the best parts of this job is coaching the hosts through the seasons and seeing them grow in their roles. I've been a fan of podcasts for years and it is great to be able to produce one myself.

Sogeti

Podcast Producer

Being a founding member of Sogeti's Usability Guild for years it was time for a next step. Together with Robert de Jongste I started the Sogeti User eXperience Lab. Our own UX Lab to help our clients make their applications as usable as possible and offer their users a great user experience. After an intense ten month period of planning, researching and pitching the Sogeti User eXperience Lab was realized in June 2019 in our office in Amsterdam. Immediately we performed three Usability Tests for both websites and a mobile app. After these first tests I developed the lab further and used it for multiple workshops and user researches for other clients. In 2020 I am responsible for the user research expertise within Sogeti, advocating user centric & data driven design, training new user researchers and servicing more of our clients with the Sogeti User eXperience Lab.

Lead User Researcher

I was one of the founding members of the Usability Guild for my employer Sogeti.  I started out as coordinator of this guild. I started the guild, gathered like-minded professionals within the company, started a SharePoint corner for collaboration, maintained the corner, planned meetings, reached out to other groups for cooperation, maintained contact with other business lines and communities outside of the organization. One of the most important goals of the guild was to have usability become an integral part of how the different professionals work, wherever possible. I organized meetings to share knowledge. Amongst other on search engine optimization, self-service portals and digital happiness. These were visited by both colleagues and clients. I also acted as a the editor-in-chief for the usability newsletter and contributed with articles on a regular base. In this manner I contributed to propagate the ideas behind usability. Also I have contributed to related courses for which I am also a trainer and I was involved in multiple presales processes concerning usability related services.In November 2009 I took a step back from coordinator to member, but I stayed on as an involved member. Now on a regualr basis I give usability, UX and CX related workshops and trainings both for Sogeti colleagues and at clients. At the moment I am the most experienced usability tester/researcher at Sogeti and colleagues often seek me out for my knowledge and experience in this field.

Founder & member usability guild

After acquiring some local Dutch insurance companies Aon was facing a situation in which it had multiple websites in which it was offering products and services. It was decided to build a new websites to replace the existing three. It was very important that these 'legacy' sites were kept up and running until the new site was delivered. Together with colleague Zaki Valiuddin we were responsible to keep the entire IAK.nl chain in good working order. This chain consisted out of a front-end based on Sitecore, Vizier for CRM, Level for the Back-Office and BizTalk as the Middleware. I was also responsible to maintain good relations with the business, key-users and suppliers, accumulate features and procedures for the new website and spread the relevant knowledge within our team.

Functional Administrator (external)

Logius had asked me back to do some UX Research on a new app. I wasn't available fulltime so after the intake I selected a colleague to execute the test and create the deliverables. I coached him during this time, also during the execution of the test. I also oversaw the quality of the deliverables that were created.

Logius

Lead UX Researcher (external)

For the Netherlands Enterprise Agency I act as an application coordinator their business management applications. Often an application coordinator will work on one appliaction. For business management I am responsible for multiple applications such as TOPdesk, Mavim, telefone systems and Planon. In this role I am the link between between business and IT and also between functional administators and management. I support management wiht reports, information from their employees and business. Also, I gather information used to make yearly budgets. The functional adminstrators are supported by with the more complex changes that require more coordination to extract the requirements and to manage the realisation of the change and other complex matters. WIth my functional administrator colleague I have develoved a course during which new employees learn the registration system. I contributed in structure, interactivity and the learning formats for the course. Also I coached my colleague in his role as a teacher and with his didactic skills.

Rijksdienst voor Ondernemend Nederland (RVO.nl)

Application coordinator (external)

Logius has asked me back to test new functionality in the DigiD app. I have prepared the test and the research set-up. For this test there was an emphasis on inexperienced users, the entire user experience and the sense of security specifically. I have incorporated this in the preparation and the execution. The product manager was especially interested in the willingness of the respondents to use the new functionality considering the sense of security. Because of this an even stronger appeal was made on my skills as an interviewer than is usually the case. I had to use my skills to distinguish what the respondents told me with their words and what they told me with their actions, since these would differ on more than one occasion. The product manager used my findings directly to improve the product and as input for new discussions.

UX researcher (external)

For the City of Amsterdam I maintain the Hermes system in which the city's leaseholds are registered. I had one and a half day to get up to speed since I was replacing a colleague who would become unavailable for an extended periode of time. During my time at the City of Amsterdam I worked I wrote a number of manuals and procedures to improve the level of service which was provided. I also took part in a project for a portal in which citizens will be able to choose a new leasehold. I was able to act an observer for a usability test for this portal. After it became clear that the colleague I was replacing would need more time to recuperate we searched for a colleague who could replace her for a longer period of time. After I had brought him up to speed I became available for a different project.

Gemeente Amsterdam

Functional administrator (external)

For ABN AMRO Randy has worked towards improving a number of processes within a functional administrators team. The team is responsible for the availability and maintenance of abnamro.nl, .com and dozens of other websites, -tools, and forms with a large visibility for the public. Randy has described the and improved the process concerning security. He also proposed improvements for the agile manner in which the team works. Such as starting an improvement process by learning from other teams and setting up an internal training for content managers.The largest sites were maintained in SDL Tridion 2011 and 2013 (now SDL Web). Some smaller sites were created with WordPress.

ABN AMRO Bank N.V.

Logius, part of the Dutch Ministry of the Interior and Kingdom Relations, asked me back to research new functionality for DigiD. DigiD is the authentication system for Dutch civilians issued by the Dutch government. The option to logon to DigiD using a QR code scanned by a mobile app created specifically for this purpose in combination with a pin code would be added. Logius wanted to know how if this functionality was usable. The new functionality has to be activated by the user before it can be used. I researched the usability and user experience of both the new login functionality and the activation process for it. It was specifically created to make logging on easier for a large group of users. I was responsible for testing the usability of this functionality. I analysed the findings and wrote up points of improvement concerning both the interface and the process behind the system. Several of them were immediately integrated. I wrote up the test plan and test scenarios, performed the tests with a representative group of participants in a usability lab, collected and analysed the data, reported findings and wrote a report. I also edited a compilation video. The report was received well and used immediately to improve the functionality. The video was used to give a face to the users and emphasize the importance of usability and user experience. Because of a large infrastructural change the whole project was under an enormous time pressure. I was asked to tell about my research on a product day within Logius.

The website for the ASN Bank was undergoing some changes. Amongst them the content got separated in a consumer and business section. I supported the marketing department with the seperation of the content for which multiple solutions were chosen depending on how the content was used. For this separation I worked in the GX WebManager CMS (currently GX XperienCentral CMS). I also helped out event planning in Drupal 7. For the information management department I scanned the request form for online banking. I wrote a small report with some 60 plus suggestions to improve the user experience.

ASN Bank

Content migratie specialist (external)

Once Eneco decided to launch their new web portal for business clients in the cloud Sogeti helped to bring it to the cloud using Azure. Once it launched a colleague and I were brought in to maintain the portal. It runs on the Sitecore CMS for which I was responsible. Prior to this project I had no experience with Sitecore. I took two Sitecore courses before starting and with my CMS experience I picked up what I needed to know on the job. I ordered the process to properly maintain and manage the site. I helped bring multiple changes live to improve the initial release. I also analysed user stories and added information to have them ready for developers. After a few months managing the site was up and running and I transferred my activities to colleagues to free myself up for another project.

Eneco

I was asked back to <a href="http://Eurail.com">Eurail.com</a> for a project concerning the web shop for all their channels (<a href="http://eurail.com">eurail.com</a>, interrail.eu, <a href="http://germanrailpasses.com">germanrailpasses.com</a>). The shop was migrated from Intershop Enfinity to Drupal 7 Commerce. The project manager needed someone who could take over writing up all the requirements of the front-end of the current shop, integrate high priority improvements and catalogue any wishes for the future for the project team. I've also created a document to describe all the shipping requirements concerning the shop for the developers and reviewed all the specifications concerning refunds. This all had to be done quickly to keep the project on track. The third party developing the web shop was based in Paris and we were also consulted by an experienced eCommerce party from London. While there I also started working on a project that caters towards the Asian markets. In the early stage I communicated with an Asian third party to have to properties of the Eurail passes and the information needed to fulfil the order integrated in the platforms checkout. I wrote the requirements for a post-purchase website, a site that was needed to gather all the required information after the purchase was made. Supposedly this is quite common is some markets. The processes for the sales through this platform were also drafted by me.

Eurail.com

Business analyst (external)

For Logius I was responsible for testing the usability of a DigiD release. The release's main objective is to improve the usability of DigiD, the authentication system for Dutch civilians issued by the Dutch government. I've planned the tests, wrote scenarios, performed the test with a representative group in a usability lab, gathered and analysed the data, pointed out any findings and wrote a report. The rapport was received well. In October 2014 changes were on their way that were a direct result of it. Also old discussions were started again with the new data.It was a wonderful experience to work on a system that literally millions of users have to use and to be have an impact on how usable it is.

At Aegon pensions an employee left suddenly for which an immediate replacement was necessary. I got up to speed quickly to handle incident management for a web based workflow system. After two months or so a permanent employee was found who took over my duties.

Aegon Nederland

For <a href="http://Eurail.com">Eurail.com</a>, an eCommerce company in the travel industry, I acted as their eCommerce specialist. This job contaned three main parts. I took part in a project for the redesign of the checkout part of InterRail.eu, the website for European customers of <a href="http://Eurail.com">Eurail.com</a>. <a href="http://Eurail.com">Eurail.com</a> used three websites for its business. To offer the user a better experience it was decided to make the design of the webshops for the two most important site uniform with the websites. Once I arrived the project for the first redesign was already finished, this project didn’t go as planned and hoped. It was key to improve things for this project, otherwise the planning for other projects would be at risk. I tested the delivered functionality and I delegated testing for the functionality that I couldn’t test myself. Also, I arranged for the UAT to be performed by a large part of the company and coordinated it. The bugs that originated from the UAT were logged by me and I coordinated them with the developing party to have them fixed. If needed I chased the bugs to have them fixed. The project was delivered in time. I carried out my duties to the satisfaction of the project manager and I accumulated the received feedback on the shop for a new project. Besides this project I wrote up some changes that couldn’t get priority because of other activities. I wrote the descriptions for the changes in consultation with the requesters and the developing party. We were able to reach the best solutions keeping complexity, usability and costs in consideration. These changes contributed to a better user experience, made it easier to work with the system and raised conversion. I was able to get some of these changes into production.Finally I made a start describing the desired change and release process. My colleagues used this as a starting point to work towards after my departure. The websites were based on Drupal 7 and the webshop was based on Intershop/Enfinity.

eCommerce specialist (external)

In 2013 I was contacted by the TMap project manager to talk ideas for the new <a href="http://TMap.net">TMap.net</a>. TMap would be relaunched in 2014 with a new version, a new book, an event and a new website. After offering ideas for what a new site could entail I wrote the first few versions of the functional design of the website which I handed over at the end of 2013. Every once in a while I got a call to talk over things or give my opinion on how to do something or explain something.Later in 2014 the ball started rolling again and we started a project team to get the new site up and running which became the current <a href="http://TMap.net">TMap.net</a>. I worked together with the project manager, a developer, a designer, content editors and the people who came up with the new TMap to get the site ready. I wrote a content plan to get the content from the old site to the new site. The site was launched in time for TMap day 2014.The site isn’t done. I am still working with the project manager to improve <a href="http://TMap.net">TMap.net</a> and get it to a higher level. In Q2 and Q3 2015 I reviewed all the content in an effort to improve the quality and make it more suited for the reading on the internet. Also in Q3 and Q4 of 2015 I started writing user stories to extend the functionality. And in Q4 of 2015 along with a colleague I wrote the site's building block for usability testing.I also read an early version of the new TMap book Neil’s Quest for Quality to provide feedback to the writers. Amongst others I provided feedback about story structure and how some characters were handled.

Functional consultant / business analyst / content writer / content & book reviewer

As functional administrator I was responsible for supporting the content managers who were part of the marketing department. A large portion of my time was spent on getting RfC’s / Changes which were requested by the marketing department to production. In this capacity I was the link in the change process between marketers, web analysts, the marketing manager, application managers, technical administrators and the developing parties. I would write up the changes so that they could be built by the developers. I was committed to raise the level of service with my colleagues. One project stood out due to the immense time pressure and the high visibility. This was the rebranding for a number of websites from TNT to PostNL. The situation was made more difficult because the approach was somewhat unclear. It was not uncommon to have the activities for the day clear on the day itself. It was necessary to manually configure many tens of thousands of objects within SDL Tridion. I took care of the lion’s share of these objects. I also wrote a manual for the content managers that gave them instruction on how to edit content during the rebranding process. The rebranding for the most important external website, PostNL.nl, was finished in time to the satisfaction of company management.

PostNL

Functional administrator websites (external)

For Delta Lloyd, a large insurance company, I took on two assignments. My main assignment though was the functional administration of the Delta Lloyd intranet website called SterkNet (StrengthNet). I carried out this assignment due to leave from the regular employee. The intranet was mostly based on SDL Tridion. The intranet structure mirrored the organizational structure. Each company division had its own division site with its own homepage and a content manager. The intranet had many connections with other systems to insert information and extra functionality. In addition the standard operations such as the transfer of knowledge, incident, change and release management. I coordinated three releases and I achieved the results below.• With the interaction designer I wrote a plan to investigate the website structure using the method card sorting. We carried out the research and wrote an advisory rapport to improve the structure. • Due to a reorganization the intranet had to be adapted with the organizational changes. I contributed in the project under high time pressure. I managed a number of temps with the content relocation. The new site structure was available on time. • I participated in a contest for the best customer oriented idea. A number of presentations were needed for a jury of specialists. In this contest I was able to reach the finale.

Delta Lloyd

Functional administrator intranet (external)

For my other assignment for Delta Lloyd I took part in the final stages for a webapp that supported in the organization of event planning. I coordinated testing and gathered and logged bugs. I made sure that the developing party and the client were on the same page in order to prioritize and fix bugs.Finally I handed over the functional administration of the system to a colleague.

Test coordinator (external)

For Robeco, an investment company which was part of the Rabobank at the time, I supported a department which maintained a number of applications after the company went through reorganization. I helped digitizing a authorization process. Before this was handled with paper forms. Now a database and automatic e-mails were used. I also supported some websites that were based on Tridion content management system. For these sites and the intranet I wrote reports to improve the functionality, the processes surrounding the site and the user experience. Not long after it was decided to completely revamp the .nl website.

Robeco

For the ministry of interior and kingdom relations I acted as a functional administrator. The department started out as part of the governmental IT service ICTU and after twho months moved to the ministry. I was responsible for several services that were offered to several ministries and departments. I was the go to person for project websites based on the Tridion Content Management System and the search engine Autonomy. I also supported a custom made SSO application (Rijksadressen Gids) and an Intranet for the entire national government (Rijksportaal) based on SAP portal. I set up project sites in Tridion, did the intakes for the sites, advised them on site structure and the content. I gave workshops to the new content managers so they were able to maintain their own site.I contributed to bring the service of the department to a higher level of professionalism by tighten up the processes.

Ministerie van BZK

Shy of a decade I have been working with Sogeti as a functional ECM specialist or something akin during some interesting times. Besides the projects also stated on this page I worked on different projects within the company. In the wingman program I coached new employees, often fresh out of college to make their transition into the corporate world easier. I worked on making the company ready for doing some work with serious gaming. I supported sales with my knowlegde in quite a few bids. My most important activity next to my work for clients was my advocacy for usability and user experience being one of the founders of the UX special interest group IDEA for which I made a seperate entry on this page.

Web & CMS consultant

During this time I worked with the Aegon web team. Aegon is a large Dutch insurance company. Some service levels needed some improvement. Also a number of projects for the largest sites were pending. Initially I was part of the team of functional administrators for the .nl and intranet website. Both sites were based in the Mediasurface content management system which is called Alterian nowadays. I improved the incident, problem and change processes. I also wrote multiple functional descriptions for new functionality. After a few months I also acted as acting team manager when necessary. Starting in December 2007 I was part of multiple projects such as the migration and redesign of the .nl website and the graphical redesign of the intranet. During these projects I acted as test coordinator. I brought the test process to a higher level of quality by bringing structure to the testing. I wrote the master test plan and test scripts. I was also responsible for conducting the tests and partially repsobsible for solving the bugs and give a Go / No Go before going live. I wrote the authorization structure for both CMS’s of the .nl and intranet websites and how these could be improved. Also I reviewed a number of functional designs. I brought the level of the support for the team to a higher level by giving insight into the response and solution times. I improved the relationship between the support team and marketing & communications. Also I was able to do my part in the projects mentioned above to develop and implement the new sites.

Functional administrator / test coordinator / project team member / acting team manager(external)

Rijkswaterstaat is part of the Dutch Ministry of Infrastructure and the Environment. It is responsible for the execution of the public works such as roads and bridges and water management. I was hired as an advisor for the intranet. The intranet had been renewed recently a project that was rolled in phases starting a few years before. The new intranet was based on Tridion CMS (now SDL Tridion). I was quite familiar with the website since I have acted as a trainer to new content managers for a couple of years. There was some trouble offering the content in its new form factor. I was hired to make sure that the intranet could be used effectively and efficiently. I advised on how the organizational processes could be offered online, how to connect the site with other systems and how to offer the content in a usable manner. I also consulted on improving the intranet functionality. I proposed improvements for the search functionality and the search result page. These improvements were well received. My activities for Rijkswaterstaat led to better findability of content for the user and easier to manage content for the content managers.

Rijkswaterstaat

Intranet consultant (external)

For T-Mobile Netherlands I acted as a technical administrator and an incident manager for their Content & Portals teams. The C&P team was responsible for maintaining several internal and external websites and webapps such as the intranet and most important t-mobile.nl. In these capacities I was responsible for solving incidents concerning the supported websites and –apps. For t-mobile.nl I was the test coordinator for several of monthly releases while I was there. I registered bugs and chased them if necessary. If a piece of functionality was tested and approved I reported this also. Also I supported the release manager during some of these nightly releases with the deployment.  Both the incident management and the releases (testing and deploying) were constantly under extremely high pressure, some of the highest I ever experienced in my career. Tackling issues as a team was extremely important under these circumstances. I managed to get the functionality for which I was responsible tested, got bugs fixed and got OK’s for the completed functionality every time I was the test coordinator. Although I must stress that it was very much a team effort. Next to these activities I participated in a project called SiteView for an internal webapp by the same name based on Morello CMS (now Alterian). This webapp was built for engineers to log and maintain T-Mobiles ‘sites’, e.g. masts and antennas. This webapp was built by my PinkRoccade colleagues and it was my job to get this application in production and to have it ready for the technical and functional administrators. A particularity of this webapp, at least for the time, was that it was build to be accessible by MDA, an early smartphone of sorts. I performed my duties to the satisfaction of the project manager as can be read in his recommendation.

T-Mobile Netherlands

Technical administrator (external)

After PinkRoccade was acquired by Getronics it was decided that for the time being the brand Getronics PinkRoccade was to be used. This meant that a new getronicspinkroccade.nl website was necessary very fast. The content management system Microsoft Content Management Server (a system which was later integrated into Microsoft SharePoint) was chosen. I was contacted by the head of corporate communications while the project was already quite close to it’s deadline. The delivered functionality had more bugs than was expected and CC was unable to gather these bugs and deliver them to the project team in a structured manner. I went in and for the last phase of the project I organized the colleagues who could test the functionality, have them sign off on it. Also I gathered, checked and structured the bugs that were found. These I would discuss with the project manager, chase them to have them fixed and retest them for have them checked by the product owner. The site was delivered in time.

Getronics PinkRoccade, Corporate Communications

Test coordinator

As functional support employee for the KLM Intranet Portal based on both IBM Websphere and Tridion CMS I maintained this systems and helped users with their queries.  I also support the Saba e-Learning application. I reviewed the Tridion training which was headed by my colleague so I was able to make suggestions for improvement. My first suggestion was to ask the participants for feedback at the end of the training. I also made some suggestions for structural improvement of the helpdesk which were received well by management before my time at KLM was up.

For Aegon I technically supported Aegon.nl which was based on Mediasurface content management system (now Alterian). In November 2004 the version of the CMS was updated which meant that the Morello Smart Client could be used by content managers which I also supported. At the time Morello was only a name for a client, before it became the name for the entire system. I also played a part with the transfer of the maintaining of the site from the Mediasurface company to Getronics PinkRoccade.

Service support analyst (external)

During this time I worked for Rijkswaterstaat as a trainer for the content managers. Rijkswaterstaat is an agency part of the Dutch Ministry of Infrastructure and the Environment which is responsible for the execution of public works such as roads, bridges and water management works. In 2004 a new intranet was delivered based on Tridion CMS (now SDL Tridion) by my PinkRoccade colleagues. The content managers had to be retrained for the new system. I developed two custom-made trainings for the content managers for many different departments within the agency. I trained content managers for almost all the departments which took from 2004 to 2007. The trainings were very well received by the participants, which was made clear by the feedback forms that was turned in. The groups were quite mixed from inexperienced users to system admins which made the trainings both versatile and challenging. I was also responsible to process the feedback. I deferred the training to internal Rijkswaterstaat employees in 2007.

Trainer content managers (external)

For Royal Dutch Shell I managed the content for a department on the Shell intranet.

Shell

Content manager (external)

As incident manager I was responsible for the incident management process as described by ITIL. I made sure the incidents’ run time was conform the service level agreement or better. I also made sure the helpdesk took the appropriate actions at the appropriate time. Furthermore I consulted with the problem or change manager about problems and or changes linked to incidents.

Getronics PinkRoccade IT Management

Incident manager

As Service Delivery Manager I was operational responsible for all processes that took place for the ING-EBCN by PinkRoccade. I was the link between the Service Manager and the service center employees who executed the process and I also functioned on this level towards the ING.

ING-EBCN (Vola Direct)

Service delivery manager (external)

Took part in a project which migrated the PinkRoccade IT Management intranet site from being maintained by MS FrontPage to Tridion Content Management System (now SDL Tridion).

PinkRoccade IT Management

Project team member

For Eneco Energy, a Dutch power company, I accepted, classified and solved incoming incidents with regard to the Mediasurface Content Management System (now known as Alterian) for the Eneco intranet. I also managed a project that added newsletter functionality to the intranet.

I took part in a migration project for the financial system that was used by Vola Direct. It was decided to switch from a UNIX system to a Windows system. The most important activities were the acceptance and assessment of the described processes that were implemented in the system, testing the different system builds and acceptance on behalf of PinkRoccade of the system. The deadline that was set for the new system was met.

Project team member / test engineer (external)

For the business unit eBusiness, one of the PinkRoccade’s knowledge oriented business units, I managed the content for the intranet. It was my first experience with Tridion and any CMS. This was done using the Tridion (now SDL Tridion) content management system. I managed content concerning product information, news and events. Beside these duties I was responsible for training the new content managers for other business units. Another first, my first experience with giving trainings.

Trainer / content manager

For Getronics PinkRoccade the knowledge and experience of its employees was key to its business. Not knowing what each Pinker knows is not an option. I administered the server which ran the system in which each employee’s knowledge was recorded. As server administrator I assessed and if necessary executed requests regarding the registration, modification and termination of user accounts and right for this system.

Server administrator

For Aegon, an insurance company, I acted as the second line technical support analyst for a web based application for Aegon. I also did support on the server which received the data created in the web app. The activities included accepting and classifying, solving and monitoring incidents, user and role management and acting as the link between the Aegon account managers and the manufacturer of the web app.

Aegon

Service support analyst / server administrator (external)

For the PinkRoccade Holding I managed the content on the PinkRoccade.nl internet website. The activities included publishing, removing, changing (product) information, news items and events with Tridion Content Management System (now SDL Tridion) and access and pass on requests to the site’s webmasters.

Getronics PinkRoccade Holding

Content manager

I managed the content on the PinkRoccade IT Management intranet for Corporate Communications.

Getronics PinkRoccade IT Management, Corporate Communications

For Vola Direct I managed the back office process of a financial product. Vola was already active with loans and decided to enter the market with a savings product. I was part of this team for the entire time it was managed by PinkRoccade in one way or another. We didn’t have much experience with these kind of activities, yet we managed to process the high volumes of new clients on a daily basis. The activities included the execution of the daily process such as calculating interest, monitoring these daily processes, maintaining contact with the ING-EBCN management and the technicians for the execution for process exceptions, solving possible problems and writing reports. This was done to the satisfaction of the client and this assignment prompted PinkRoccade to acquire me from Call2.

Back office medewerker / application manager (external)

During a migration at Rabobank International the regular servicedesk specialists were moved to the migration team. I was hired as a replacement and register the many questions and incidents that were often caused by the migration. Where I could I would help the users, otherwise I would forward the call to the relevant line.

Rabobank

Service desk agent (external)

After about nine months with Call2 I made the switch to sister company PinkRoccade IT Management (later Getronics PinkRoccade) in June 2003. I worked at the eBusiness business unit which changed name a few times during my tenure there. Despite the name changes it stayed focused on websites, CMS, portals, search technology and new technology in general. I started out at the eBusiness Service Center, an in house team that delivered many different services off site. I was able to take on many different roles there at the same time. I stayed with this team until July of 2005 when I went out in the field to work with clients on site often focused on one client at the time. I mostly did these kinds of projects until I left the company in July of 2007 one month short of my fifth anniversary (including my time at Call2). All important projects are also stated in this page.

Getronics PinkRoccade

IT professional

At Call2 I started my career as a helpdesk specialist. After an in house training and getting MCP certified I went on my assignments for Rabobank International and Call2’s sister company PinkRoccade IT Management. Besides my regular duties I was a member of the party committee.

Call2

Helpdesk specialist

Between December 1998 and August 2002 I worked in the hospitality industry, mostly in clubs and pubs in different positions. I started out at the Hollywood Music Hall as a runner, collecting glasses and supporting the barback. I worked my way up to barback and I was responsible to keep the bar stocked with all the supplies needed by the bartenders both before the club opened and while open. After a while I held a combined position of barback/bartender. The Hollywood had 10+ bars and I worked at all of them. This caused me to gain experience with different bar configurations quite fast. In February 2000 I moved on to party pub Sorbonne as a barback. I also led a team of runners here. As this was a much smaller venue and I had a lot more responsibility. I was responsible for the beer system and the post mix system and ordering supplies. I also selected, hired and trained new runners. At this venue the party atmosphere was very important and engaging with guests was a regular part of the job. In June of 2000 one of my former colleagues became a manager at a new Skihut venue and he contacted me to join his team as a barback right after. The party atmosphere was even more important in the Skihut and entertaining and ‘partying’ with clients while still performing all duties was required. Sizewise the Large Skihut was in between my previous employers, however it had a huge bar with 10+ bartenders which was a challenge. I also managed the team of runners and during the week I received supplies from suppliers and signed off on it. Again I was responsible for the beer and post mix systems. After leaving the Skihut in July of 2001 I worked at many different venues of a temporary basis as a bartender whenever they were in a jam, needing someone at the last minute. These were mostly pubs. I also worked for large parties at different locations. Once I went into IT in 2002 I hung up my apron indefinitely.

Randy Semeleer

Randy Semeleer