1. B e n F i e l d
A determined, driven and enthusiastic IT professional with a long track record of delivering business and technology
solutions that client’s want. My number one goal is client satisfaction. I have a vast experience of managing expectations
and providing excellent customer service. I will always take ownership of any problems that arise and work hard to
implement the policies and procedures laid down by the company directors. My greatest strength is my ability to
continually build relationships with service providers, clients, stake holders and senior management allowing for a greater
level of transparency and efficiency in resolving of issues.
PROFESSIONALEXPERIENCE
ACN Europe BV, Amsterdam Service Manager 2014-2015
ACN Europe services over 500,000 customers, working with a sales force of over 50,000 independent Business owners
and 300+ staff. ACN Europe offers over 100 products and services including telecoms, energy, security and nutrition
products across 18 European markets, in 13 languages and 5 currencies
Responsibility: Managing a small team IT professionals with a focus on delivering incident, problem, change and release
management. Integrate operational incidents and service requests into the development team’s Agile approach and
Scrum cycles. Build relationships with senior management and stakeholders to ensure visibility and delivery timelines.
Key Accomplishments:
• Implemented the key ITIL processes companywide to incident, problem, change and release management
• Responsible for post launch support of 2 (FR and UK) Mobile Virtual Network Operator platforms including, Service
Delivery and Operation support, incident prioritisation, release management (for 35 applications) and Steering meeting
presentations
• Added Zabbix into the operational process of the service team to reduce incidents and improve environment stability
• Integration of incidents into agile development scrum cycles with business and development reviews using JIRA
ACN Europe BV, Amsterdam Service Delivery and End User Support Manager 2012-2014
Responsibility: 7 professionals (6 direct reports) in 3 European locations, Service Delivery, Help ticket lifecycle
management, Incident and problem management, Change Management, Release planning and management, Incident
priority review, Delivery of priorities to development team for scrum assignment, Liaising with business owners, European
End User Support management across 3 locations.
Key Accomplishments:
• Reduced incident and service request volumes by 50% and optimised their lifecycle management
• Initiated process for weekly priority reviews with the business owners and internal and external development teams
• Developed and implemented a SLA score card system to help efficiently prioritise incidents and service requests
• Implemented major incident management processes and owned responsibility of returning production system stability
• Project managed multiple revenue enhancing projects helping the business to enhance yearly revenue by over 1M EUR
• Refreshed outdated end user hardware throughout ACNs 3 European locations
• Cross trained teams to ensure that all users we able to provide support in times of employee holidays or sickness
• Set up location specific End User Support phone support lines across the 3 European locations
• Established good relationships with internal and external vendors to increase productivity and communication
ACN Europe BV, Amsterdam Test Manager 2009-2012
Additional skills/experience:
• Team,process and relationship building
• Resource management and allocation up to 50 resources
over multiple European locations
• Process defining, implementation and execution
• Appraisal and performance management
• Relationship building across internal and external
• Vendor management
• Convention Operations and Security (up to 13k delegates)
• Voice over support for ad-campaigns and internal
promotional materials
•
IT specific skills/experience:
• Incident, Problem,Change and management
• Major incidentmanagement
• IT Project management
• Service Delivery and Service Operation management
• ITIL, Scrum and Agile methodologies
• Release management, planning and execution
• End User Supportteam management
• Quality Assurance management and testcycle execution
• JIRA and ZABBIX (user and administrator)
Orteliusstraat 279/3 1056NV Amsterdam The Netherlands
T: +31 (0) 681 468 681 E: ben.r.field77@gmail.com

2. Responsibility: Leading 5 professionals, (increasing up to 50+, across 3 European locations, seconded during times of
large implementations) who designed and implemented test strategies for multiple propriety and vendor platforms. Test
lifecycle ownership for VIP support, Billing platform (DISE MP) servicing over 1M customers across 18 countries, propriety
Customer facing websites and Order Entry portals, internal intranet and end user support systems and Help ticket
systems.
Key Accomplishments:
• Built a thriving and successful Test team from the ground up
• Implemented and owned a new proprietary trouble ticket system for use by internal and external parties
• Delivered and supported a test team for a 2 new (and one major version upgrade to) Billing platforms utilising up to 50
cross-business resources in 3 European locations, including training and managing the seconded resources
• Built strong relationships with multiple internal and external vendors
• Implemented a complete change to test processes including metrics to define defect and progress reporting to the
business owners
• Increased efficiency by introducing automated test processes to manage web entry portals using Selenium
• Managed the test team’s adoption of JIRA as a tool to manage pre-release defect tracking with the development teams
and then owned and maintained its user maintenance portal
ADDITIONAL POSTINGS
ACN Europe BV Lead/Test Analyst 2006 - 2009
Responsible for creating and executing test plans and cases and reporting progress to the test/lead manager.
Participating in regular meetings with business owners and development teams to update on progress, risks to timelines
and to help triage defects. During this time I consistently improved my knowledge of systems and processes and was
rewarded with increased levels for responsibility until I was ultimately offered the role of manager in the team.
Codemasters Junior Game Designer 2004 - 2006
Responsible for initial concept designs and production of full design documents. Presenting designs and prototypes to
senior management (for green lighting) and at trade shows (ECTS, E3). Participation in design brainstorms of concepts
and specific gameplay issues. Design of prototypes and level design in conjunction with senior game designer.
Codemasters QA/Compatibility Technician 1996 - 2001 & 2003 - 2004
Quality testing for compatibility guidelines, PS2 and XBOX and XBOX 360. Responsible for creation of submission
packages. Writing and proof reading manuals. Liaison between developer and publisher for compatibility issues.
World Travel 2002 - 2003
Countries include: - Brazil, Argentina, Peru, Chile, Fiji, Sumatra, Thailand, Malaysia, New Zealand and Australia.
Blitz Games Limited Senior QA Technician 2001 - 2002
Overseeing the manufacturer’s quality assurance submission process, including a sound understanding and
implementation of TRC/TCR Online and Offline issues.
EDUCATION
University of Leeds, UK BSc Pharmacology 1996-1998
Completed a Certificate of Higher Education before accepting an offer to join Codemasters.
Castle 6th Form, Kenilworth, UK A Levels 1993-1996
Maths, Biology, Chemistry and General Studies (Grade B,C,C,D)
INTERESTS
• All sports, i’m a member of an Amsterdam tennis club participating regularly in tournaments and play for several
Amsterdam based football teams
• World travel
References are available on request.