curriculum vitae

vanschaik consulting

Personal data

Patrick van Schaik

Batestein 15
3481-BD Harmelen
The Netherlands

Phone Number +31 (0)6 11951968

E-mail: info@vanschaik-consulting.com
Born Westmaas, April 1st 1969
Sex: Male
Marital status: Married
Nationality: Dutch
Freelancer: Yes

Education

1987-1993 H.T.S.
Hogeschool Rotterdam en Omstreken in Rotterdam
Major: Electrical Engineering
Differentiation: Technical Computer Science

1985-1987 Havo
Thomas More College in Oudenbosch

1981-1985 Mavo
Petrus Canisius in Steenbergen

Training

ITIL Databases
 Introduction to ITIL (IT Infrastructure  Oracle Administrator
Library)  Oracle Forms
 ITIL Foundation  Oracle SQL

ITIL applications Version Control Systems

 Prolin IT Service Manager  ClearCase Administrator
 HP OpenView ServiceDesk

Management Programming Languages

 Ethical Leadership  Java, PL-SQL

Communication Operating Systems

 Putting Customers First  HP-UX: Fundamental UNIX Systems
 Partnering Across Cultures: China  LINUX Administration I
Focus

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System design Testing

 System Analyses  Test design and execution
 OO & UML Essentials  Software Testing in an Agile
 Software Architecture Environment

Application Server (related) Industrial automation related

 JBoss Awareness  Emerson RS/3
 JBoss Hibernate  Emerson DeltaV
 Sun EJB3  Emerson Provox
 ISOsoft PI System
 Modicon PLC

Work experience

02/2008-10/2008:

Process Manager – ITIL Problem & Incident Manager

CapGemini Outsourcing, the Netherlands

As a process manager, I supported the operational teams, service managers and

management in the design and execution of their work. I further monitored the
effectiveness and efficiency of the process and ensured continuous improvements in
the operational procedure.

Responsibilities as a problem and incident manager:

 Deliver the progress reporting.
 Deliver the service level reports.
 Drafting and maintaining process descriptions, procedures and work
instructions.
 Apply modifications in Remedy to support the processes.
 Implement the processes during infrastructure / support transition.
 Communicate with the internal organization (including India) & customers.
 Start escalation procedures when necessary.

Specific as problem manager:

 Manage the problems at multiple operational teams.
 Monitor the outstanding problems.
 Perform trend analysis to identify future problems and avoid these.

Specific as incident manager:

 Manage the service desk and operational teams to get the incidents
resolved within the SLA.
 Analyze major incidents and complaints and inform service management
about this.

Portfolio customers:
Royal Ahrend
CSM
NZA (Dutch Healthcare Authority)
Telfort
University of Utrecht

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10/1997-09/2007:

Team leader / Software Developer / Software Support Engineer

Hewlett-Packard, the Netherlands

As a team leader of a third line support team I was responsible for the planning,
implementation, quality and the release of software product updates.

Responsibilities as Team Lead:

 Manage a team of technical support engineers in Amsterdam and
Shanghai.
 Definition of the scope and the deadline for the new software patches.
 Quality of the released software patches.
 Make agreements with the support organization, escalation management
and the R&D organization to implement solutions in the software to better
support the customer.
 Responsible to achieve the self-imposed service level agreements to
resolve problems via the change en release management process.
 As a member of the escalation management team I was responsible for
managing the escalations in our team (especially in case of multi-team
disciplines).
 Document and keep used processes up to date.
 Problem, change and release management of the software patches.
 Intermediate to organize support from the experts.
 Train employees about the implemented ITIL procedures.

Responsibilities as Software Developer:

 Create functional designs.
 Create technical designs.
 Implement new functionality in the software
 Quality of the new functionality
 Initial testing
For example: I was responsible for the Y2K project.

Responsibilities as Software Support Engineer:

 Support the 1st and 2nd line support teams to resolve incidents within the
set SLA’s.
 Document, investigate and resolve problems.
 Evaluate functional designs from the R & D organization and submit
improvement proposals.
 General support of international customers, consultants and
implementation partners.

Other responsibilities / tasks:

 Tested and introduced virtualization software to reproduce incidents and
problems more efficiently.
 Defined a baseline test strategy to identify the impact of the performance
between the different product versions. This strategy I implemented,
tested and documented before transferring the knowledge for further
execution.

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Other responsibilities / tasks (continued):

 ClearCase administrator for several teams.
 Performed the migration of Microsoft Virtual SourceSafe to Rational
ClearCase.
 Developed an integration of the ITSM software with a version control
systems.
 Defined and implemented a strategy to use parallel software development
to increase the software quality and to shorten the development life cycle.
 Automated the generation of the product releases for the Microsoft, Sun
Solaris and HP-UX platform.
 Creating Business Objects Reports and universes.

04/1994-09/1997:

Control System engineer

Emerson

As a control system engineer I implemented different process control management

systems for industrial production systems. Another specialty was to integrate this to
analytical software.

Projects: DSM, Total (Elf Petroland & Maatschap Europoort Terminal), AVR

Additional experience

Office Programming Languages

 Microsoft Office: Word, Excel,  Java, C, Pascal, Cobol, PL/SQL,
PowerPoint, Visio HTML, XML
 Open Office

Development tools Planning

 EclipseUML, NetBeans  Microsoft Office Project
 Hibernate  Open Workbench
 Apache Ant
 Business Objects
 Installshield Express
 Microsoft ORCA

Operating Systems Virtualization

 Microsoft Windows, HP-UX, Solaris,  Microsoft Visual PC
Linux (Redhat / CentOS), VAX-VMS.  VMware Workstation

Databases Web server

 Oracle, Microsoft SQL server,  Apache HTTP Server
Postgresql, Sybase

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Groupware ITIL applications

 Scalix  BMC Remedy Service Management

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Personal characteristics and Interests

Personal characteristics Interests

Strong customer focus Open Source Monitoring software:

Team Worker  Zabbix
Communicative  OpenNMS
Convincing  Nagios
Motivated
Quality-conscious Open Source Business Intelligence software:
Procedural focused, but flexible  Jaspersoft community editions
Analytical  Talend Open Studio
Show initiative
Open Source software development:
 JBoss & Apache J2EE application
server
 Apache OpenJPA
 Spring Framework
ITIL & ASL processes
Business Intelligence

Preferred work locations

Netherlands (the provinces of) Utrecht

Gelderland
North Holland
South Holland

United Kingdom London

Australia Adelaide, Sydney

Leisure

Travelling, photography, filming, gardening, British murder mystery series.