Anthony Janson

Working as a Senior Consultant for Dilaco, I have been placed for several customers to either assist and/or improve their current IT infrastructure. Key programs I worked with are Citrix, MECM/MEM, Intune and Ivanti Workspace Management together with a Non-Persistent Virtual Environment as well as Persistent Environments. Both incidents and change management was done by me:

• Spearheaded change management initiatives during major system migrations, minimizing disruption to operations while driving user adoption rates upwards.
• Managed all aspects of IT infrastructure, including hardware procurement, installation, maintenance, troubleshooting, and decommissioning.
• Reduced downtime significantly with proactive maintenance and timely troubleshooting.
• Deployed virtualization technologies for optimized resource allocation across multiple servers.
• Promoted a culture of innovation within the team by encouraging experimentation with emerging trends in technology while balancing potential risks against benefits gained from adoption rates.
• Pioneered automation strategies that streamlined application deployment processes, reduced time-to-market for new products and cut operational costs.
• Mentored junior IT professionals, fostering an environment of growth and development while sharing technical expertise and industry insights.
• Provided expert guidance during the selection and implementation of new technologies, resulting in cost-effective upgrades and enhanced capabilities.
• Collaborated with executive leadership to align IT strategies with overall business objectives, ensuring maximum return on technology investments.
• Recommended and installed upgrades and helped businesses to plan for technology to match growth.
• Assessed business requirements to forecast annual budgetary operational costs.
• Inspected equipment, assessed functionality, and optimized controls.
• Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.

• Tata Consultancy Services is an outsourcing company that take on different kind of projects on either the Financial or IT part of a company
• During my time with TCS, I have worked for the same project working my way up from Second level IT technician to Third level SCCM Administrator
• The project supports 7000 employees and revolves around architecture
• I am responsible for any technical questions regarding the Operating System or Applications that the first line is unable to resolve
• In addition, I am also performing changes to improve the work experience for users or for problems where there is not a resolution known
• An outline of my tasks are: - Set up and maintain a Client Management Suite (SCCM) environment for 7000 workstations to manage all workstations. - Create and implement ideas, projects and technologies to benefit the customer. - Maintain and improve the Service Desk directly located in Budapest on a technical level. - Maintain, upgrade or implement new applications on request by the customer for their end-user. - Instruct technicians to our Client Management Suite environment. - Migrating from on-premise infrastructure to a cloud only environment with minimal impact to end-users. - Support or temporarily replace on-site technicians if they are on extended leave. - Communicate with functional key users to understand what applications they wish to add to assist them with their work. - Work with facilities to provide better equipment for our users to help them work smarter and more efficient. - Instruct Service Desk on the usage of our tools, our user applications and in-house applications and how to resolve common issues and how to talk with end-users. - Maintain a small server park and networking environment for our Budapest site by integrating two different environments in a secure way. - Maintain documentation of our Client Management Suite and our security protocols. - Implementing techniques from AGILE and ITIL in our current processes to optimize them. - Sit between Service Delivery Managers from the customer and our company to translate what they want into what we can achieve (this is given to me at first because I am able to speak three different languages fluently which helped in translating
• However it helped me grow into translating the wish of the customer to what we can do technically). - Provide support and advice to the customer environment on an architectural level. - In depth support and improvements for applications installed on all end user systems such as Adobe Flash, Java, Box, Office 365 including Teams and Internet Explorer. - Troubleshooting and fixing issues with Windows XP (no longer applicable), 7, 10, Server 2003 (no longer applicable), Server 2008 and Server 2012. - High technical knowledge in applications that are commonly installed such as AutoCAD, Revit, Kubus, Bakker&Spees, Adobe Creative Cloud suite (Photoshop, Indesign, Illustrator, Premierre Pro and Dreamweaver), Adobe Acrobat, InfraCAD, Microsoft Dynamics CRM for troubleshooting support. - Medium technical knowledge in applications that are not commonly installed, examples being GEO5, Lumion, PathPlanner and SketchUp. - Modifying MSIs and creating PowerShell scripts to customize installations tailored for the customer environment. - Ensuring policies and anti-virus/firewall locally installed do not conflict with the end-user experience while providing a safe environment. - Configuring and maintaining WSUS (Windows Server Update Services) integrated with SCCM to provide a seamless update process for end users.

• During my time at K&M Computer, I was providing advice and selling parts for computers to help customers build their PC
• Special orders were also treated
• This position was done in the German language
• Repairs of complete systems built and sold by us and in-warranty replacements of parts was also handled by me
• This was a temporary position which I fulfilled completely. - Aiding customers in providing the necessary parts needed for building their PC. - Repairing complete PC builds sold by us or sending parts in for warranty repair if beyond broken without fault of the customer.

• The Service of the government of Rotterdam manages all of the IT services that fall under the Government of Rotterdam as: Roteb, City Surveillance, City Hall, Public Works, City Taxes, City archives, Sports and Recreation, Social Affairs and several parking garages
• In total, the Service manages and supports over 12,000 workstations
• I'm in this department as a support engineer
• I was responsible for assigning and monitoring incidents and e-mail
• I was responsible for the quality and quantity of any e-mail that entered in the Servicedesk Mailbox
• I also reported to my superior what my team has been doing with the e-mail and also picked up e-mail myself and created tickets of them
• My primary tasks included: - Provide support to the users of the Government of Rotterdam; - The support was by telephone, mail or remote management; - All incoming incidents register in BMC Service Desk Express; - User instructions about programs and computing; - Also the ability to support remote users; - Monitor the progress of incidents; - Make plans, ideas and changes to improve the workflow of both the users and the support group; - Ability to remotely take over a session through VNC Viewer or Powerfuse; - Assigning and monitoring tickets and e-mails; - Documentation of incidents and instructions; - Monitor the telephony queue, group roles and availability

• The IT & Services from A&O Services is responsible for user support and for facility support
• As workspace manager was I responsible for user support, both telephone and desk support, preparation and installing workspaces and keeping track of incidents in the incident management system
• Here was the option to resolve it myself or by sending it to another support group
• The IT & Services maintained about 1000 workspaces in two locations
• My primary tasks included: - Giving support to the users of A&O Services; - Giving support through telephone, e-mail or remote control; - Record all incoming incidents in iTSM (ticket management system); - Inform users of software packages and computer use; - Solving software- and hardware matic incidents; - Monitoring the process of incidents; - Possibility to take over a session through Windows Help & Support; - Documenting incidents and Frequently Solved.

• The Service of the government of Rotterdam manages all of the IT services that fall under the Government of Rotterdam as: Roteb, City Surveillance, City Hall, Public Works, City Taxes, City archives, Sports and Recreation, Social Affairs and several parking garages
• In total, the Service manages and supports over 12,000 workstations
• I'm in this department as a support engineer
• I was responsible for accepting the calls and as completely as possible to register in the system
• Here I had the opportunity to solve these independently or to be transferred to the correct solution group
• My tasks include: - Provide support to the users of the Government of Rotterdam; - The support was by telephone, mail or remote management; - All incoming incidents register in BMC Service Desk Express; - User instructions about programs and computing; - Also the ability to support remote users; - Monitor the progress of incidents; - Create users in Active Directory and remove; - Ability to remotely take over a session through VNC Viewer or Powerfuse; - Resolving software incidents; - Documentation of incidents and instructions; - Monitor the telephony knowing queue, group roles and availability

• Yulius is an expert organization in the Southwest region of the Netherlands that focuses on providing care at every stage of life of clients with complex mental health problems and children with mental health problems (Cluster 4 - education)
• Yulius has nearly 100 locations in Dordrecht and surroundings
• Among them include private education sites, clinics, workshops and assisted living homes
• I was here working in a team with 5 colleagues
• We supported 2,000 users
• My tasks consisted of: - Onsite support users in the areas of hardware and peripherals; - Install and maintaining of workstations and smartphones; - Support users through telephone and email; - Instruct the users about programs and computing; - Independently solve incoming incidents and particular user questions in e-mail; - Register incidents in Topdesk; - Possibility to take over a session with Powerfuse; - Maintenance of cables; - Installing and replacing PCs for users; - Maintaining user accounts in Active Directory;