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Overview

I moved to Barcelona in 2015 due to wanting something new in my life. I'm enjoying Spain and Barcelona very much. That doesn't mean I'm not interested in changing country/city again. I believe life is an adventure, and you should not shirk from choosing that adventure.

One of the main reasons why I like to work in support centric jobs is because you meet a lot of new people, who tend to be quite outgoing due to this environment. Because of this, and because of the nature of the job itself, I've gained quite a bit of communication skills. This led to me giving communications workshops to our whole team of 150+ agents at one of my last jobs. I really enjoyed doing this, and I learned quite a bit on how to give effective workshops, which were 1½ to 2 hour sessions for groups of 6 people.

Touching on a lot of different technologies has allowed me to build a broad knowledge base, which I continue to apply and expand.

Some of my hobbies include reading, watching sci-fi/fantasy TV & movies, gaming, modding games, python, and generally poking/prodding stuff related to IT/computers.

Of course I'm also the de facto tech support in the family...

Personal info

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Education
Education type
Direction
Start
End
Graduated
MAVO (Lower 2nd Education)
General
1992
1996
yes
HAVO (Higher 2nd Education)
Sciences
1996
1999
yes
HBO (Higher Professional Education)
Computer Sciences
1999
2003
yes
Language skills
Language
Speaking
Reading
Writing
Dutch
Native
Excellent
Excellent
English
Near-native/Bilingual
Excellent
Excellent
Spanish
Mediocre
Poor
Mediocre
Past work experience
Tech Support Engineer
Dynatrace
05-2022
Current
Supporting the complete Dynatrace product, being the bridge between front line and development.

Resolving issues with the product, and dealing with the product integrations into different technologies, ranging from infrastructure like k8s, RHEL and Windows, to the different programming languages the products supports, including, but not limted to, JAVA, python, dotNET, Node.js, etc.

Customer base ranges from smaller companies, to major banks, travel companies, and also government agencies.
Project Expert
GFT Group
07-2021
04-2022
While in this position I migrated in-house applications to the GCP infrastructure.

Using Cloud Run for development, as it allows for quick and easy container deployments.

The resulting production applications run in Kubernetes.

Terraform was used as well, as this allows for extremely flexible deployments.
Google Cloud Platform Team Lead for TSEs
Webhelp
11-2019
02-2021
Leading a team of TSEs, first for the Platform 'shard', and then for Big Data 'shard'.

Activities included making sure the case load for the TSEs was OK, dealing with the operational side of the business, and meeting with the stakeholders on Google's side to discuss the ongoing state of business during our (W/M/Q/Y)BRs, and taking action on our side if needed.

I also provided companywide communications training due to my extensive experience, and I wrote several internal apps to be able to track metrics for our TSEs.
Google Cloud Platform SME for TSEs
Webhelp
06-2018
10-2019
SME for all products for the Platform part of GCP, such as: App Engine, Cloud SQL, Cloud Run, Cloud Build, etc.

Organizing daily meetings between our TSEs and Google TSEs, and making sure that our TSEs can move forward with resolving their cases.

Monitoring the case queues of the TSEs, and guiding them so they could move forward with said cases.

Just as when I was an TSE, dealing with all kinds of programming languages was a daily occurrence.

Creating and writing internal procedures for specific scenarios.
Google Cloud Platform Technical Support Engineer
Webhelp
07-2017
05-2018
This was supporting the 'Platform' and 'Big Data' products for GCP.

Some of the products Google App Engine, Cloud SQL, Speech API, Translate API, etc.

Dealing with different programming languages was a daily occurrence.
GSuite Support
Webhelp
09-2015
05-2017
Work entailed solving problems related to the GSuite product, assisting customers with performing tasks related to the product and related administrative activities.

When I started I was a regular agent, followed by being SME for a short while.

I was promoted to the Deluxe team shortly afterwards. Here I dealt with larger companies.

I also did backup for Premium (largest companies) if needed, when one of the Premium agents was on holidays or sick.
Servicedesk Employee
InterNLnet ➔ Online
10-2008
07-2015
During this period, I worked for 2 different employers, more or less doing the same job.

I started as agent with both, but quickly became 2nd line support for InterNLnet, and when I switched to Online I got promoted to SME after a couple of months.

Work entailed dealing with issues related to the relevant Internet Service Provider.

This included resolving internet connectivity problems, problems with email and related administrative activities.

This also included communicating with the internet infrastructure providers regarding connectivity problems.
Service Employee
Dutch Railways
04-2007
09-2008
Work entailed ticket sales, providing travellers with information, assisting physically challenged travellers get on and off the train and other related tasks.

Later I worked on the train as an assistant conductor.
Servicedesk Employee
Wanadoo ➔ UPC ➔ KPN
02-2004
03-2007
I worked for 3 different employers, doing basically the same job.

For the last one, KPN, I worked as an SME for around a year.

Work entailed dealing with issues related to the relevant Internet Service Provider.

This included resolving internet connectivity problems, problems with email and related administrative activities.