4a Broad StreetBrighton, BN2 1TJ07940052399s.naessens@gmail.com

I am a dedicated professional who is able to follow processes and procedures to the highest standards. I’ve progressed from an IT analyst to a leadership role, managing a team of 18 analysts. I’m always willing (and able) to learn new applications and systems quickly.

Having worked at my current company, for a year and a half, I am looking for a role with increased responsibility and the opportunity to implement my experience, of processes and systems, in a new environment.

SKILLS

Languages: English, Dutch, French and German (Fluent; both written and spoken)

Computer skills: Windows XP / 7, MS Office (Word, Excel, PowerPoint, Outlook, Internet Explorer), Lotus Notes / IBM Sametime, Avaya CMS Supervisor

CAREER HISTORY

IT Business Analyst: Home Based ServicingAmerican Express Global Business Travel – global leader of providing business travel for major companies across the world5000 Employees across EuropeDecember 2014 – Present (contract job ending soon)

Key Achievements:

In my short space I successfully moved 15 Belgian people from the office to their own home.

I was going to be in charge of moving the German office workers from an office environment to their own home but that project fell through that why my contract is ending.

Forging bonds with suppliers and team leaders on the ground, being the mediator to make sure that supplies of hardware were up to date and enough.

Responsibilities:

Project managing the sending home of office workers in the Benelux and Germany.

Ordering hardware from various suppliers like laptops, peripherals, telephones and headsets.

Ordering of telephone and broadband lines in the users’ native country and following this up with user and company to insure all work was carried out correctly and in time.

Steven Naessens

Making sure the hardware was installed in delivered to their home address. Following up with the user to ensure they were able to work from home. Being first point of contact for any issues the home worker has regarding their

telephone, broadband or laptop.

The period between March 2014 and October 2014 I went back to my native Belgium because my parents needed care, once I got back I started looking for work again.

First Line Support AnalystPure360 – provider of email marketing software, who’s client include Rightmove, Innocent Smoothies and Cosmopolitan magazine100 Employees; 1,200 customersJun 2012 – March 2014

Key Achievements:

Suggested a standardised “email response template” to reduce time spent writing emails and allowing team members more time to investigate issues

Create my own ticket workflow (as there were no guidelines on how to manage the queue) – prioritising tickets based on urgency and importance, with a daily exception report for un-auctioned tickets

Organised meetings with the Sales Department to educate them on which CRM applications can integrate with Pure360’s software, using existing APIs – with the aim of reducing “over-selling” by sales staff

On average, completed 90 tickets per week, compared to the team average of 60 per week

Achieved a post-ticket-close satisfaction rating of 95% – the score for the team, as a whole, is 80 – 85%

Responsibilities:

Answering calls, investigating and resolving tickets Pro-actively following up customer queries Account management including identifying at risk customers and customer

retention General support of both desktop and web-based email clients

Senior IT Helpdesk AnalystAmex – Global provider of premium credit / charge cards, travel and insurance products10,000 Employees across EuropeJun 2011 – Jun 2012

Key Achievements:

Took on a leadership role heading up a team of 18. Identified 5 members of staff who were working sub-optimally. By one-on-one coaching, I transferred my detailed knowledge of the company’s systems to them and ensured they worked to the required standard

In my time as manager (and prior to the off-shoring process being announced), I reduced staff turnover to zero

Maintained staff morale whilst the team was being downsized in preparation for offshoring to Poland – maintained the same service level despite a 30% reduction in the team

Wrote and delivered professional training to offshore staff who were going to replace the help desk in Brighton, which included delivering presentations to new Polish staff regarding workflows and processes

Responsibilities:

Training of new and existing team members. Ticket quality – checking if the tickets the team are sending out to engineers

are up to standard and scoring them accordingly. Customer satisfaction – calling users back about the experience they had with

the helpdesk. Monthly reporting on the satisfied and dissatisfied customers. Escalating problems that not meet their SLA. Setting and implementing new projects in the helpdesk and Amex. Assisting the team with queries and questions about the problems they have

on the phone with customers. Dealing with difficult users on the phone when analysts require my assistance.

IT Helpdesk AnalystAmex – Global provider of premium credit / charge cards, travel and insurance products10,000 Employees across EuropeJan 2008 – Jun 2011

Key Achievements:

Amex instigated an IT service catalogue – this needed to be rolled out with a measured SLA and a process for dealing with non-compliance. I created the escalation process

Was selected as the preferred trainer for new starters on Amex’s Helpdesk workflows

Responsibilities: Direct contact with the user for American Express across all European

markers Logging tickets for problems and sending them to appropriate resolver groups “Minor” problem-solving over the phone

IT Helpdesk AnalystIBM Oct 2006 – Jan 2008

Responsibilities:

Direct contact with the user for ICI for all European markets

Remote control of users computer for minor problems for different applications Responsible for updating the knowledge database Contact with local IT if no resolution could be found over the phone

Sales AdministratorTetra PakJan 2006 – Aug 2006

Responsibilities:

Managing of packaging materials (contracts, order, administration, invoicing) Managing of equipment, machines and spare parts (contracts, invoicing) Responsible for the Russian, Romanian, Bulgarian and Moldovan markets

EDUCATION

Holy Heart College, 1994 – 1996, Waregem, Belgium

Saint Nicholas Institute, 1996 – 2000, Kortrijk , BelgiumDiploma (equivalent to English A-levels) including Dutch, French, German, English and Mathematics (achieved the equivalent of a UK “A” grade in these subjects)

Provincial Industrial High School, 2000 – 2001, Kortrijk, BelgiumStudied Multimedia and Communication Technology

REFERENCES

Available on request