Jori Roijackers
ICT Support Engineer
Schijndel
Summary
Results-oriented Support Engineer with superior problem-solving and critical thinking skills, as well as attention to detail. Skilled in tackling problems in constructive ways to hand proper solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
11
11
years of professional experience
3
3
Languages
Work History
ICT Support Engineer
Vanderlande Industries B.V.
11.2019 - Current
- As an ICT Support Engineer, I provide support to approximately 10,000 users worldwide. Through Topdesk, we and the employees themselves register the incidents. We ensure that these are resolved as soon as possible, or otherwise escalated to the third line, as our team functions as the first and second line. As an ICT Service Centre, we are available worldwide because we have direct colleagues in various countries. We support our employees via, for example, SCCM, Teamviewer, Office admin centers, Intune, and Active Directory. The support is for both hardware and software. We install new or refurbished laptops and hand them to employees. In terms of software, there are hundreds of applications for which we must ensure they can at least function; there are separate resolution groups for the content. Everyone within the ICT Service Centre has a certain specialty, and mine is Digital Workspace. This means that for all O365-related applications, we troubleshoot to resolve the incident. This team has about 10 members, and I am the 'Lead'. Additionally, I am a Topdesk administrator, responsible for creating/archiving operators, creating/modifying/archiving forms, creating/modifying action sequences, etc. Besides this, I was a mentor for an MBO ICT level 4 student and have temporarily served as a backup for the team leader when needed, which is no longer the case.
Service Desk Employee
Senzer
02.2019 - 10.2019
- As a service desk employee, I provided support to approximately 500 employees across various locations. Using Topdesk, we and the employees themselves register the incidents. We ensure that these are resolved as soon as possible, or otherwise escalated to the second line. We support our employees through SCCM, Appsense, Citrix Director, and Active Directory. We assist employees in using GWS/suite, Microsoft O365, Microsoft Dynamics NAV 2016, and other custom applications. From February to May, I combined this role with the practical exams of my education. During this period, I created user instructions, managed information systems, set up and managed the SelfServicePortal, managed the service desk, and created project documentation.
Application Manager
Senzer
12.2017 - 01.2019
- As an application manager, I was primarily responsible for maintaining and managing Microsoft Dynamics NAV 2016 and Microsoft SharePoint 2010. I was involved in the transition from Microsoft Dynamics NAV 3.6 to Microsoft Dynamics NAV 2016. I assisted in setting this up and handled many first and second-line incidents to relieve the senior application managers. For Microsoft SharePoint 2010, I provided user and administrator training to employees to ensure they could use the product optimally. I also resolved second-line incidents for the Suite/GWS software, a product used to build work processes for clients. In this role, I chaired the key-user group for Suite/GWS, collaborating with these employees and other application managers to improve the product. In the final period, I was also appointed as the application manager for Topdesk, which we were implementing at that time.
Interim Professional
Cliënt ICT Groep
05.2016 - 11.2017
- As an interim professional, I could be deployed to clients of Cliënt ICT Groep. These assignments primarily involved managing the helpdesk and bringing structure to the work processes within companies. During this period, I was deployed as a service desk employee at Atlant Groep (now Senzer) in Helmond. Together with approximately five other service desk employees, I was responsible for providing support to around 250 employees working at various locations. During this time, I assisted in the merger between Atlant Groep and a part of the Municipality of Helmond, ensuring that all ICT was in order. This included maintaining user accounts, managing user hardware, and supporting software issues.
IT Support Technician
APS Group B.V.
09.2014 - 04.2016
- As an IT Support Technician, I provided support to approximately 50 employees in the office, both in terms of software and hardware. This also included providing remote support to our colleagues abroad, such as in Sweden and France. I worked with both Windows and Apple machines, gaining experience with Windows, Mac, and Ubuntu. I installed and documented systems, both hardware and software. I assisted with the office move, ensuring that all systems were transferred in an organized manner and recorded where everything was connected. I also helped roll out the new telephony system, ensuring that all phones were connected to the correct locations and recorded on which port they were connected. I have experience with ticketing systems to register all incidents. I created various documents to improve the efficiency of system installations. I have experience with software such as Microsoft Office, Adobe Creative Cloud, and VMWare Fusion. I managed the antivirus server, monitoring it and taking action when necessary. I have experience with domain controllers related to Active Directory, DNS, DHCP, and Group Policy Management.
Order Picker
Gebrs. Van Aarle Groente en Fruit
08.2009 - 09.2014
- The work here involves walking through the hall with a packing slip and a container or pallet to prepare the order for the company that placed it. These orders are then staged at the various docks and transported to the company that ordered them. The orders mainly consist of fruits and vegetables.
Shelf Stocker
C1000 Sint-Joris Plein
- The work involves stocking the shelves and assisting customers in the store.
Education
ICT Administrator BBL Level 4 -
Summa College
Eindhoven06.2019
ICT Administrator BOL Level 4 -
Koning Willem I College
's-Hertogenbosch, Netherlands06.2014
ICT Employee BOL Level 3 -
ROC De Leijgraaf
Veghel, Netherlands06.2013
ICT Administrator BOL Level 4 -
ROC De Leijgraaf
Veghel, Netherlands06.2012
VMBO Theoretical -
Elde College
Schijndel, Netherlands06.2009
Skills
Troubleshooting skills
Hardware support
Application support
Technical documentation
Software support
Ticketing systems
Team collaboration
Effective communication
Friendly and patient
Call management
Internships
- Intern ICT Administrator – Elde College, Schijndel: Assisted in keeping the school's network operational. Resolved calls related to systems such as Smartboards, PCs, and printers. Migrated systems from Windows XP to Windows 7. 08/2009 – 08/2010
- Intern ICT Employee – VDN, Schijndel: Ensured computers were virus-free, replaced components, installed systems, and transported systems and components. Learned a lot about hardware during this internship. 08/2008 – 08/2009
- Intern Service Desk Employee – SNS Reaal, 's Hertogenbosch: Handled and resolved incoming calls received via phone and email. Gained extensive experience in the operations of a busy service desk and received substantial support from coaches who guided us. 08/2013 - 01/2014
Timeline
ICT Support Engineer
Vanderlande Industries B.V.
11.2019 - Current
Service Desk Employee
Senzer
02.2019 - 10.2019
Application Manager
Senzer
12.2017 - 01.2019
Interim Professional
Cliënt ICT Groep
05.2016 - 11.2017
IT Support Technician
APS Group B.V.
09.2014 - 04.2016
Order Picker
Gebrs. Van Aarle Groente en Fruit
08.2009 - 09.2014
Shelf Stocker
C1000 Sint-Joris Plein
ICT Administrator BBL Level 4 -
Summa College
ICT Administrator BOL Level 4 -
Koning Willem I College
ICT Employee BOL Level 3 -
ROC De Leijgraaf
ICT Administrator BOL Level 4 -
ROC De Leijgraaf
VMBO Theoretical -
Elde College