Gelt Koopmans

Greenfield development and integration on IT Infrastructure. Leading IT Operational Support, including sourcing of services and products for Gaming & Non-Gaming, Hospitality, Entertainment, Back-Office, ELV, F&B, Hotel, Q&A, Security and Support Desk. Developed Policies and Support processes ITIL-v3 based, designed and developed Support Desk based on CHERWELL ITSM+CMDB including Self-Service portal. Developed a solid Change Management process and acted as Change Manager, Problem Manager and Major Incident Manager myself while coaching local staff for hand-over. Proficient in FusionEX, G-systems, HALo, Biztalk, SPOK, AX-ERP, PMS-Opera, DigiValet, Accubar, GESS, Car Park Management, Sugar CRM, Document Management System, RedRock, Agilisys POS, Wang POS, WiFi design and tuning, IT Job Profiles writing, SME Recruiting, Data Center design, build & Disaster Recovery.
Associate the CTO/CIO in the ongoing technical challenges to further improve and develop the business by designing new attractions, improving quality and efficiency, developing new business applications for security and entertainment facilities throughout the premise to increase safety and revenue by attracting more customers. In short: a continuous battle to increase competitiveness.
NOTE: The Covid pandemic nearly caused the IR industry in the Philippines to collapse. Almost all Expat workers were preliminary released from their post, me inclusive. I have declined a recent request to rejoin.

Organizational change to drive the local organisation into ITO and Enterprise Professional Services rather than relying on continuous growth from equipment sales and maintenance contracts. Focus on Cloud and automated IT management of Data Centers, Infrastructures, BYOD and Cyber Security.

Provided leadership in Enterprise Professional Services development by coaching the sales-force and Engineers in new directions including green-field like IoT, Big-Data and Smart-City.

Demonstrated niche Data Dimension solutions to C-level and Senior Management in divers organizations including (semi)Government, Banks, Shipping Industry, Utilities and Healthcare.

Supported key Client relationship manager and directors to improve presentation skills and motivational sales techniques.

Being the only expatriate employee in the Malaysian branch created tensions at higher management with the Singaporean regional head-office who recruited me to lead the transformation of the Malaysian branch. I decided to move on.

Within the SEA region, supporting projects related to outsourcing/managed services, BPO, IoT, Big Data, Smart City, people and culture in NOC's and High-Tech production environments. Slow Government response and red tape requirements to get anything done made me decide to accept an invite from Okada Manila for a director position.

Closely worked together with Telecommunications giant Celcom CIO and Business Directors to determine business needs and achieve necessary service levels for MS/PS Outsourcing contract.
Rebuild trust in 3rd party Managed Service capabilities by improving overall service quality by leading 20+ staff and creating BT remote support for IT/BSS.
Strengthened Managed Service Support team with specific SME's and Monitoring tools as OpManager and Ops Centre 12c
Improved Infrastructure and Application Service Request, Incident, Change and Deployment processes.
Improved relationship between vendors and stakeholders like Accenture, Siebel, Oracle, Checkpoint, Westcon, EMC, Ericsson, Huawei and others.
Worked closely with Oracle A-Team as part of Problem management
Supported Tender for Outsourcing of full BAU & BSS Infrastructure Managed Services.

This was considered a project for 6 months. It took me 8 months to fully hand over to a new recruited local Service Delivery director.

Coached the new assigned Shared Service Centre CIO and CEO to optimize technology and processes for smooth transformation of 5 regional Telenor BU’s.
Supported the final build stages of a new Tier 3 Data Centre, NOC and SOC.
Developed and implemented ITSM Business processes to manage
all Infrastructure, OSS/BSS Application changes and SOC.
Organized assessment and training for staff to prepare them for new or amended roles in the SSC.
Supported the roll-out of IT Operational Management Tool Infrastructure using mainly HP Event Monitoring Management tooling.
Coached the development of Technical- and Applications Services Catalogue including KPI’s, SLA’s, pricing and chargeback.

Replaced AMEA Service Manager and supporting Service Operations of 65 satellite offices Data Centers throughout Asia and Africa.

Guided and monitored the upgrade of 450 Laptops with Windows-7 and Office 365.

Managed local procurement and contract management with Vendors and Service Suppliers across Asia and Africa.

Supported and further developed the Service Desk, MNC and NOC services.

Monitoring and measuring performance of third party Internet Service Providers.

Research and advise from feasibility studies best practices for complex Telecoms solutions.

Improved the quality of Service by advising the stakeholders technical and process related solutions.

Handled escalations while retaining relationships between Business Partners, Customers, Top- Management and Vendors.

Since this was a temporary role to replace the incumbent during sickness, the next project moved me to Malaysia.

• Projects Controlled by me:
- Multi-Million dollar Tier-4 Data Centre development for the Armed Forces
- Build a Tier-3 Datacentre for an IT-Support Company
- Develop and launched YahSat Satellite for commercial and Military Telecommunications as part of a 1.2 Billion US$ project.
- Developed Border control with sophisticated IR-camera’s and autonomous and independent solar power supplies.
- Improvement of Marine Radar and Telecommunications systems
- Redesign of WAN MPLS fibre-optics grid for optimum redundancy
- Renewal of the analogue PABX telephony system to VoIP
- TETRA Mobile radio replacement
- WiMax evaluation and benchmarking
- Service Management Implementation of NOC and Service Desk
• Handled the ISO 20000 implementation and achieved this certificate early 2010
• Performed Company wide Incident and Service Level management for all Subsidiaries and Customers with ~ 3500 users.
• Assisted the President in providing strategic direction, improve performance, develop quality service, and provide cost-effective management of resources.
• Played a key role in the coordination and development of people, processes and technology companywide, including the management of provisioning, customer service, technical support and network services.
• Prepared the Quarterly Activity and Progress report and Invoicing to the client.
• Mentored the Customers Operations to ensure Production and Maintenance Efficiency, Quality, Service, and Management of resources.
• Hired- (World-wide) and dismissed personnel to ensure optimum team performance for the Multi-Million Dollar Projects.
• Set objectives, targets and KPI’s.

• Program management and support of all ICT facilities, policies, processes and disciplines, including performance training and coaching of staff.
• Program Management support of roll-outs, upgrades and migrations of critical applications like ERP, CRM and technical infrastructures including Tier-3 Data Centre. This includes writing RFP for vendor selection.
• Setting up Maintenance and Service departments including Service Support (service desk), Service Level (SLA) and Service Delivery Management based on ITIL, eTOM, BiSL and ISO20000 (BS15000).
• Improving the Software Development Department based on the ASL (Application Service Library) and according to ALM (Application Lifecycle Management).
• Supporting and setting up SLA’s, P&L financials and ICT Business Reports.

• I reorganized and professionalized the ICT Managed Services Support for 6 production Companies by implementing ITSM. Setting up Configuration, Service Desk (Incident), Problem, Change, Availability, Continuity and Software and Hardware Release management. • I Improved the Application Development and Support department. Direct reporting to me: 7 team leaders with ~ 65 employees • I took responsibility for Service Support, Service Delivery, Outsourcing and Service Level Manager for all 6 companies with my central Helpdesk • The roll-out of ERP implementations for several Engineering Companies including the management of Datacentres with Hot & Warm Back-Up Sites was under my control. • The roll-out of 300 Blackberry PDA's, 250 Laptops, 400 Thin Clients, 650 PC's and a new Telephony System are just a few projects to mention where I researched, guided and communicated. • I coached internal and external Project Managers, Team Leaders, Professionals and handled Vendors. Total customer base: over 3000 users

• I implemented a centralized Helpdesk based on ITIL Best Practices including Incident, Problem and Change management assigned to existing staff. • I improved the quality and professionalism of the 1st, 2nd and 3rd level IT and FM Support Staff by training and coaching them. • I developed IT-guidelines and was responsible for IT and FM budgets. • I reorganized Facilities Management by introducing Operational Business Processes. • To improving and measure the Quality of work, I implemented the INK quality management model. • For Catering and Security services I developed SLA's and upon renewal I developed a Proposal Document. • I managed ~35 staff in IT and FM

• I managed and coached the Software Development Department with 17 in-house software Engineers, 3 team leaders, 22 Outsourced Professionals at 7 Accounts. • I guided JD-Edwards ERP implementations and maintenance for several Enterprises in the Netherlands • I implemented and Guarded the Application Development and Maintenance methodologies based upon ASL (Application Services Library) and CMMI. • I also acted as Interim Facility Manager for the new office building

• I developed the Service Model for Multi-Country wide Field Service and Customer Satisfaction with Centralized Service Desk and dedicated Implementation and Service Engineers.
• I build Professional teams based upon overlapping criteria and always found my People highly committed to me and the job.
• I maintained a professional and personal relationship with the customers ensuring Dedication and Satisfaction.
• I handled the Vendors for replacement of Hardware components and Stock assurance.
• I guided external Project Teams during the commissioning of new Systems, Infrastructures, Data Centres and Software Implementations.
• I worked closely together with the Development teams in the UK for Application improvement and Hardware Development.
• My good relationship with the customers often resulted in additional acquisition of new business, new customers and more projects.

Research, Design & Development of Library Automation Equipment • I often spend time in UK-Stevenage with the Development Teams to improve and develop Equipment and Customer specific Applications

• Commissioning, maintenance and repair of all telecommunication equipment on-site in an Oil/Agip/Gas Terminal in Libya.
• Training and coaching of local Libyan crew in Electronics diagnostics and repair of Telecommunication and other Electronics systems.

Systems Specialist Engineer for Netherlands and partly Germany • I commissioned, repaired and maintained Mini-Computer Systems in Banks.