Luc Van Asch's Email Addresses & Phone Numbers

📖 Summary

• Management Consultant with expertise in change, people management, strategy, sales, commercial negotiations, operations, vendor management, business management, business processes, IT & ITIL, consultancy, training, service & quality, project management, reporting, customer support, service management, logistics and CRM. • International operations with service & service desk development • Solid ability in sales & purchase negotiations • People Manager with proven conceptual, analytical and creative problem-solving ideas • Strong in leading, organizing, coordinating, planning, coaching and motivating people • Commercial attitude and very good communication skills • Very good technical background (Industrial Engineer), IT, ITIL and business process knowledge • I have the necessary sense for responsibility, quality, service and profitability • Flexible, trustworthy, stress-resilient, customer focussed, emphatic, competitive, helpful and pro-active • Autonomous, helicopter view, strategically, generalist, takes initiative • Drive for results, accuracy, ability to adapt & learn, self-deployment, social and convincing power • Outsourcing and Offshoring Services Additional Education: Leading and Coaching ITIL Foundation V3 certification •4 CISCO-certifications:  646-203: Cisco Sales Essentials (CSE)  646-391: Cisco Lifecycle Services Express  646-222: Cisco IP Communications Express  646-588 Cisco Advanced Wireless LAN Service Management 1&2 Management “Tips & Tricks” & Middle Management SLA implementation & System Administration: Magic Service Desk & Remedy CRM tooling: BaaN CRM, Super Office, Pivotal Several trainings on MS products You can contact me via email: [email protected] Specialties: IT & Telecomunication Service Management & Consultancy & Sales & Customer Service & Project Management & Purchasing & Business Processes Development & Service Design & SLA Management and Implementation & Service Level Management & Account Management & People ManagementProject Manager @ - Project management of large IT services migration projects for International Accounts - Manage the migration from a Legacy Remedy Service Management System to a new ITSM Unified IT Service Portal System. - Promote standard IT processes, increase the user satisfaction, streamline IT service management and provide the business a comprehensive catalogue of IT services and associated service delivery. - Manage reduction of the service cost, higher process harmonization and transparency, reduced incident volumes and higher work efficiency. - Include ITIL process design concepts in the project framework for Incident Management, Service Request Management/ Work Order Management, Problem Management, Change Management, Release Management, Configuration Management, IT Asset & Contract Management, Identity & Access Management and Service Level Management. - Build a ITSM Unified IT Service Portal System around Remedy ITSM Suite V7.6.04 and include interfacing to a Self Service Portal, an IVR system, a People Identity Database, a Learning System, Remote Desktop Control, Mobile Devices Enrolment and others. - Define strategy, organize testing & trainings - Project Planning, Risk & Issue Management From November 2012 to March 2013 (5 months) Senior Service Relationship Manager @ responsible and accountable for the overall service relationship between the assigned Customer Accounts (ESA:Galileo, KBC, Borealis and Eurocontrol) and BT on a global basis. This includes ongoing improvement of the Customer experience with regard to BT service and ensuring that BT service is an enabler to protect and grow the revenues within the assigned accounts. Develops and integrates the service strategy within the overall Account Development Plan by working closely with the Account Team and all Sales & Service personnel aligned with the account. Develops documents: Customer Service Plan, Customer Information Guide, Incident reports, Quality of Service reports, SLA, SLR, Spare Parts Policy, Service Operational Procedures, Customer Manual. Capacity Plan, Action Plans …. Proactively seek out and leverage new service opportunities to protect BT’s business position, revenue stream and enhance the service provided to the customer. Act as the customer’s advocate throughout BT and is responsible for facilitating the prompt, effective resolution of all service related issues. Undertakes pro-active network reviews to ensure that the customer network meets their business needs. Produce a Service Improvement/Service Enhancement Plan (SIP) for each assigned account. Builds and maintains highly developed and wide cross-cultural relationships within the Customer accounts and the BT community to effectively progress global service issues and plans. Agreement/production of a Customer Scorecard where practicable Management of a post-sales Service Designer in order to have the complete service redesigned for Galileo. Management of an IT - Project Manager in order to develop and implement ITIL processes for the dedicated service desk. This includes all aspects of people management. Manage project for outsourcing of reporting by Wipro in India. Plan and organise internal ITIL training sessions in Benelux for BT personnel. Provide detailed management reports as required. From September 2006 to November 2011 (5 years 3 months) Supervisor Customer Support @ Responsible for customer support and service desk, training and service: Management of customer support and service desk department, according to ITIL processes. Convey service-policy and organisation (procedures, reporting, agreements, contacts,…) 1st-line support for internal and external customers Incident management using Magic Support (Magic Service Desk) software Implementation of Service Level Agreements with internal and external customers using Magic Support Application owner and project management of Magic Support Product management, user management (Windows, SHSB, E-commerce, Digipass,…) and reporting Provide user training on software like MS-office, Windows XP, SHSB and Magic Support. Maintenance on the Stater Belgium Website From 2004 to August 2006 (2 years) International Service Manager @ International Service Manager (2000-2003): responsible for helpdesk- and service-activities of PC-at-Home projects: Management of service, customer care and helpdesk departments (coaching & facilitating) Convey service-policy and organisation (procedures, agreements, instruments, contacts,…) Financial management and purchase (budgeting, control and minimize costs, purchase services,…) External representation, contract negotiations and contacts (customers, suppliers, partners) Handle customer complaints (solve escalations and difficult problem cases) Project Manager (1998-2000): project management of PC-at-Home projects: Planning, survey and control of different internal departments, contact between customer and company, follow up and coordination of PC-at-Home projects, coaching of 4 people. Professional use of MS Office pro, MS Project and Pivotal (CRM) From 1998 to 2003 (5 years) Product Consultant @ Learned how to customise applications in team, prepare product-demonstrations (SCM and CRM), give demo’s (pre-sales) and consultancy, install and support software, train end-users. From 1997 to 1998 (1 year) Support Engineer/ IT Manager @ Taken a course on communication and PC-support in order to be able to provide efficient Customer Support via e-mail and telephone. Automation of customer support problem registration and draw up of FAQ-list. Responsible for the complete IT-management internally (network management, PC-support, fax,…) Organise and automate the repairs (RMA) and the logistics, using software and barcode labels. From 1995 to 1997 (2 years) Sales Consultant @ Advise on PC- and Unix-products in order to sell these products as well directly as indirectly. Sales and market development: to set up an indirect dealer and VAR channel in the Belux. The organisation of seminars in order to promote the products and sell efficiently, making use of professional presentation techniques. Organise mailings, prospect and follow up. From 1991 to 1995 (4 years) Account Manager @ Manage the Large and Major Accounts in the Belux in order to sell standard PC-applications, networks and services. Organize mailings and seminars to promote new products. Prospect, follow up and close deals. Give software support to large organisations. Coach a new Account Manager. From 1988 to 1991 (3 years) Development Engineer @ Development Engineer: First experience as a Development Engineer where I learned how to develop hardware and software. Produce, install and repair hardware in team. Development of handheld terminals, RF-terminals, power-supplies, data-collectors, modems, auto-diallers, hand shakers,… From 1985 to 1988 (3 years) Industrial Engineer Electronics, speciality Computertechnics, Electrical and Electronics Engineering @ Hogeschool Antwerpen From 1980 to 1985 Luc Van Asch is skilled in: Service Management, ITIL, IT Service Management, Management, Telecommunications, Account Management, Software Project Management, Customer Service, Customer Support, CRM software, Industrial Engineer, Consultancy, Product Management, Sales Support, Hardware Support