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BERT VERSCHUREN

Account Manager, Bio Engineer, Diploma Business Management

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Professional Experience

Account Manager, SITA

Primal interface between Customer and SITA

Key tasks & responsibilities

• Management of Existing Services

  ·         Maintain a professional relationship with existing Airline customers, providing revenue of 8.5 Million USD in existing Services. (Cargolux, Luxair, CityBird, Virgin Express, Avio-Diepen, Schreiner Airways).  Services consist of : WAN Networks, LAN Networks, Desktop Infrastructure, Airline Applications (Aircraft, Airport and Passenger Solutions)

  ·         Act as a Single Point of Contact for all financial, commercial and contractual aspects of the account.

  ·         Act as internal and external escalation point of all implementation and operational issues.

  ·         Manage customer expectations and ensure that contractual commitments are met or exceeded.

   

• New Business and Migrations

  ·        Provide Customer feedback and requirements regarding New Products and Services.

  ·        Identify, propose and close New Business opportunities with a target of 2.7 Million USD.

  ·         Keep existing business with migration of Legacy networks to new Network environments with a target of 2.5 Milion USD

  ·         Increase total revenue to 10.0 Milion USD in 2001. 

  ·         Propagate general Account Development of existing Medium size accounts

Customer Project Manager, Sita-Equant

Ensure the professional, cost efficient and timely implementation management of customer projects.

Key tasks & responsibilities

• Migration

• Contribute to the final solution design phase

• Act as a Single Point of Contact responsible and accountable for the Customer Project implementation including the management and co-ordination of third party contractor’s throughout the projects life cycle.

• Identify project activities, responsibilities and establish the project implementation (& migration) plan with the customer, the involved Sita head-office & regional entities as well third parties where applicable.

• Manage customer expectations and ensure that contractual commitments are met or exceeded.

• Document and report on project progress as per the agreed plan with the customer and account team.

• Provide customers with a high level of expertise.

•  Provide customer feedback and requirements regarding product evolution.

• Existing Network Operations

  • Initiate and conduct customer project implementation of operationally released services in close co-ordination with all involved entities.

  • Manage and drive service roll-out, monitor project progress, and assist in resolution of escalated problems while keeping the customer informed of issues impacting the project.

  • Ensure the definition, documentation and implementation of clear operational help desk procedures to support customer service in the on-line environment.

  • Evaluate and implement bypass solutions in the event of regulatory problems arising during the implementation.

  • Ensure the timely delivery of a maintainable end-to-end service validated with respect of a pre-defined customer acceptance test criteria.

  • Monitor provision of key deliverables against targets and objectives

  • Manage project closure and transition to Customer Services Operations.

   

Technical Support Analyst, Level3 Communications

Technical support in English, Dutch, French and German for Level3 Services

Direct Internet Access (with Managed Router )

• Testing service with

  • Ping, Traceroute
  • Checking serial interface and other configuration
    settings on IP Access Routers
  
  

• Customer Premise Equipment testing

  • CSU/DSU (Kentrox) hardware tests
  • Cisco router configuration (access-lists,...)
  
  

• Additional support

  • DNS, Newsfeeds, e-mail,...
  • BGP4 (route flapping, dampened-paths,...)



Co-location (in Level3 Gateway) for Web servers, Telephony and other equipment

• Testing of Vlan configuration customer
• Support of Remote Hands (reset customer equipment)



International Private Line

• Leased Lines from Europe to USA
• DACCS configuration; SDH SONET
• Add Drop Multiplexers



Managed Modem

• TNT - Modem Banks for Dial Up
• RADIUS Authentication - Authorization



Facilitating the Customer Hand-over process between the Customer Implementation department and the Customer Care department.

• Creation of an interim Customer (relational) database in MS-Access
• Central point of contact for accurate customer information



Lecturing

• Technical training of new staff
• Gateway tours
• I have always enjoyed lecturing and take pride in explaining
  complex technical topics in laymen’s (simplified) terms.



Customer Care Skills

• Well developed communication skills for internal and external Customers
• Working in a highly stressed environment meeting Service Level Agreements

1998 Network Manager, Pan European Fish Auctions

• Defining software and hardware specifications of a Network, allowing buyers from a group of European Auctions to buy on each others' auction and enabling remote home-based buyers to buy on an auction of their choice.
• Writing a multilingual database for the selling of fish over the network.
• Installation and configuration of auction hardware and software at auctions and home-based buyers, which uses the Internet as its communication tool. Some pictures here.
• Defining structure and content of the Network Web-site : www.pefa.com.
• Defining other logistical aspects of the Network.

1996-1998 Logistics Manager, MILFORD FISH AUCTION Ltd., UK

• Introduction of the first Electronic auction system for fish in the UK.
  Innitially a hardware based sytem sold fish to local buyers in UK£/kg This hardware system was then replaced with the new software based Network system of PEFA.
• Auctioneering of the fish.
• Accountancy of the company.
• Agenting of fishing vessels landing to the auction.

IT Proficiency

Operation Sytems

• Windows NT 4.0 - Intermediate
• Unix - Basic



Networking

• Cisco router configuration - Intermediate
• TCP/IP - Intermediate
• Windows NT 4.0 - Intermediate
• Dial-Up configuration - Intermediate
• Network Hardware, LAN cabling, Hubs and switches, etc...
• Privately connected to Internet



Transmission

• ATM, SDH, SONET, DACCS, MUX,... - Intermediate



Other Applications

• Office 97 package in a Windows 95 and Windows NT environment - Intermediate
• MS Access - Advanced
• MS Excel - Advanced
• Ms FrontPage, Corel Webmaster Suite - Intermediate
• Magic (database) applications



Programming

• Fortran, Hewlett-Packard - Advanced
• HTML - Intermediate


Due to my background, I can easily be trained to your company's standards and expectations.

Languages

Dutch

English

Afrikaans

French

German

Other Qualifications/ Interests

• I am a confident public speaker and enjoy conveying technical information
  to persons from wide ranging backgrounds.
• Certified Youth Leader and Instructor
• Active role in student organisations
• Extensive experience in building and construction
• General interest in nature and technology
• Choir singing, ballroom dancing, hiking , swimming and reading