• Digest and build cognitive models from support requests by discovering their use-case in relation to the context of the product's vision,
  Responsible for 9x7 oncall production support on a regular rotation basis.

• Help customers interpret man-pages to generate CLI/API output and view log events that diagnose cluster state,

• Prove / negate hypotheses about error sources and possible solutions by creating configurations that exercise observed behaviors,

• Review and discuss pertinent findings as customer advocate, in daily SME, product and development forums,

• Collaborate in sync meetings to provide, and consume, any feedback from use-cases that may contribute as a guide for product growth, feature development, and support,

• Continuously extend my skill set according to current product scope, as well as, the project's road-maps for the future.

• Resolution of incidents identified by monitoring and Service Chain Control together with associated creation of activity records within Service Center and Root Cause Analysis applications as per problem & incident management guidelines.
  Responsible for 24x7 oncall 2nd line Production support on a regular rotation basis.

• Generation of scripts for deploying/modifying MQ objects in accordance to the bank group's engineered solutions and naming conventions using in-house Auto-Config Server facility.

• Participation in project development cycles to install new objects, update code and implement configuration changes within WebSphere MQ, consistent with ABN AMRO's technical architecture, best practices, and strategic direction.

• Help maintain effective ongoing communications with project and change management, Service Chain Control, security, certificates team, system operators, multifunctional team as well as internationally distributed support, helpdesks, Regional Processing Centers, and 3rd party vendors.

Ensures as 2nd Level Support: 

• Technical advice to key users for all system related issues.
• Analysis of system requirements and –outages
• Solution research relating to problem occurrences and coordination of system enhancements.
• Central point of contact for software suppliers, EDS-wide support teams and customer key users.

Monitors / documents support and project histories.

Checks distributed computer and network designs, to choose appropriate strategies for operational support and to ensure efficient usage of resources

Contributes to strategic planning.

• Creates and revises engine manual publications using the standards and rules set by the international airworthiness authorities
• Coordinates solutions for technical issues within all involved departments
• Clarifies technical queries with customers and suppliers

Hard- & software support for office networks as well as Remanco, Applebee's Hospitality, and Micros 3700 POS-systems. Database administration and maintenance.

• Synchronized and configured revenue- / labor-hour registration systems of all five branches for increased control and efficiency.
• Edited database architectures according to management report requirements.
• Analyzed, documented and provided first hand trouble shooting of problem situations for all sites.
• Set up office networks and remote access installations for Headquarters.
• Cost-savingly upgraded old system units so that hardware could be used for new purposes.
• Developed user friendly routines allowing local administrators to devote more resources on sales.
• Maintained the computer infrastructure of Headquarters and Restaurants including all PC- LAN- and Internet hardware / software.

Controlling duties involving 11 Catering- and 4 Retail Outlets · Cap.: 3500

• Launched and managed the Control Department for Catering, Retail and Stores Operation.
• Supervised, secured and optimized stock turnover.
• Met quality and quantity demands of sales products in 4 retail and 11 catering outlets.
• Instructed and supported personnel in the field of F&B Data Processing.
• Generated statistics and analysis including forecasting, comparison of sales and purchases, menu-engineering, sales-mix, cost/profit and budget calculations, stock control and inventory evaluation.
• Revised supplier prices and contract terms to increase margins.
• Organized centralized purchasing for multiple Outlets providing efficient stock control.
• Created and documented Standard Control Guidelines for sales and purchasing.
• Implemented Purchase and Order Control.
• Duty manager as designated: responsibility as Deputy, for Guests' Satisfaction and efficient Staff Operation to increase and retain repeat sales.