This document is a curriculum vitae for Alex Koopmans that includes personal information, education history, computer skills, employment history, and descriptions of current and previous roles at Microsoft and Nashua. It details his experience as a Global Master Trainer at Microsoft delivering technical and soft skills training worldwide and his previous role as a Regional Master Trainer at Nokia providing sales capability training in India, the Middle East, and Africa regions.

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CURRICULUM VITAE
PERSONAL INFORMATION
Full Name(s) Alexander Markus (Alex)
Surname Koopmans
Date of Birth 31 May 1979
Driver’s License Yes
Nationality South African Citizen (White)
Gender Male
Address Pretoria, Gauteng, South Africa
Languages English / Afrikaans
Mobile +27 82 314 4488
Email alexkoopmans@live.com
Availability Month/Negotiable
EDUCATION
Secondary Education
High School Attended Zwartkop High
Date 1997
Qualification Matric (Grade 12)
Tertiary Education
Institution Damelin College
Date 2004
Qualification Production Management

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Computer Literacy/Proficiency
 MS Office
 MS Projects
 MS SharePoint
PROFESSIONAL SUMMARY
Geographical Management Experience
 South Africa
 Kenya
 Tanzania
 Uganda
 Ghana
 Nigeria
 Egypt
 Morocco
 India
 Pakistan
 Dubai
 England
Note able Achievements
 Consecutive and Multiple “Engineer of the Month” Winner (Nashua)
 Consecutive and Multiple “Engineer of the Quarter” Winner (Nashua)
 “Engineer of the Year” – 2001 (Nashua)
 Achieved 10 “Best Performer” Awards with Certification (Nashua)
 Sales capability (Training) Current State Analysis for IMEA (Nokia)
 Plan / Implement / execute multiple Product Launch Events (Nokia)

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CURRENT EMPLOYMENT
Company Microsoft (Care Academy)
Date 2012 – To Date
Position Global Master Trainer, Care Academy (Nokia External Role)
General
 Introduction to Nokia Care Academy
 Developing the training and competency capability of the Assisted Care Channels (Contact Centers,
Operator, and Nokia Care Points) to optimize NPI Care Readiness, deliver ‘Fantastic’ Consumer
service experience and ultimately support the overall Care strategy.
Main Responsibilities
Training Delivery
 Deployment and Delivery of Products, Services and technology related technical training to
targeted Care Channel’s associates (covering Contact Centre Agents, Front End Nokia Care Point
Care reps, FE Technicians, Operators, and identified target group)
 Deployment and delivery of “Train the trainer” to vendor/channel trainers on all Care Academy
trainings.
 Global delivery of soft skill training to improve the skills and knowledge of Care Channel’s
trainers (and Training Vendors) thru Train the trainers and to the Care Associates to build
confidence and ability to drive excellent Customer Satisfaction
Trainer Competency Program
 Act as the lead program manager in the development and deployment of the Care Academy
Trainer competency program.
 Coach, mentor and qualify Care Academy regional trainers.
 Manage CA Global Trainers to ensure maximum utilization of the resource and liaise with
Global/Regional Stakeholders to ensure effective training delivery
Training Delivery Operations Support
 Supports Global Care Academy delivery operations on global execution of training.
 Monitor Performance metrics to drive clear and measurable improvements in Program
performance and efficiency.
 Participates into Nokia Care Academy development projects and provides input to design
process where appropriate
 Provides feedback on training effectiveness to Programs for improvement.
 Represent Nokia during your training assignment
 Building relationships and brand advocacy through Train the Trainer products and services
training

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Required Skills and Competencies
 Training skills
o Are able to train (large) groups of persons.
o Are experienced coach and provide one-on-one coaching sessions to help develop other
trainers
o Understand different learning styles and able to adapt the learning environment to suit the
target audience.
o Master multiple methods to activate people in your training sessions, even in difficult situations
o Have good instructional design skills to structure a learning environment that supports learning
of different types of topics (hard and soft skills) and different types of learners
o Can create and maintain a good learning atmosphere/climate
 Communication skills
o Am an active listener and possess good questioning skills
o Are an experienced moderator, giving everybody the chance to express themselves
o Can engage people and you can maintain a high level of interactivity during the training
sessions
o Understand the value of sharing real world examples, cases and experiences as part of your
training
 Nokia knowledge, industry expertise and Nokia solutions
o Have an expert understanding of mobile technologies & Nokia solutions (preferably to a
deeper technical level)
o Understand retail operations & mobile retail business
o Have a strong interest towards products, services and solutions both of Nokia as of the
competitors
 Customer Care
o Understand Care Operations and at ease in a Customer Care environment
o Have a strong interest towards products, services and solutions both of Nokia as of the
competitors
o Translate Customer Care knowledge into consumer Issue resolution and create higher
Customer Satisfaction
 Learning Tools
o Have a good understanding of learning tools available for learning optimization in different
scenarios
o Have worked in virtual classroom environment, eLearning platforms.

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 Other qualities
o Know how to coach a team of trainers and have an ability to influence other people
o Are very thorough and accurate in your administration
o Are a team player and you are aware of cultural differences
o Cope well with a fast changing and high pressure working environment
o Focus on priorities
o Seek and accept feedback proactively in order to grow professionally
o Are proactive and take initiative
o Set goals and objectives and translate them into action
o Master the English language
o Are also flexible, self-directed, diplomatic, energetic, creative, collaborative, analytical, modest
and IT literate
o Have the ability to grasp and explain technology

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Company Microsoft (Previously Known as Nokia - Sales Capability / Nokia Academy
Date July 2008 – 2012
Position Regional India/ MiddleEast & Africa Master Trainer
Nature of Business Mobile Handset Manufacturer
Responsibilities:
 Deliver value to channel partners through tailored experiences that increase the competency
and proficiency of retail reps to sell Nokia products & services
 Strengthen the sustainable competitive advantage for Nokia with Field Force and Promoters in
terms of competency and motivation allowing them to focus efforts on retail outlets that have
highest volume/value sales opportunity.
 Enablement of all Nokia Academy Trainers within IMEA region, coach on performance and
mentor self-development
 Build capability and motivate positive behaviors of Nokia Academy Trainers within IMEA region
 Actively drive the Nokia Academy Trainer community creation and close communication within
IMEA Region
 Co-create on Sales Capability Regional and Global projects such as:
o Sales Readiness materials
o Capability building for Nokia Academy’s main audiences
 Planning & Perform Management tasks
o Monitor Trainer performance and training feedback of training organizations and
agencies
o Align the sales unit training strategy with global Sales Capability objectives
o Analyze training needs of Nokia Academy Trainers and share observations with Regional
Sales Capability Head and Global Nokia Academy Training Capability Head
 Deliver training
o Provide training to Nokia Academy Trainers or Specific VIP Audiences
o Provide training or support the training delivery for Nokia Stores when required
 Recruitment of Nokia Academy Trainers
 Drive and deploy/supervise the deployment of global Sales Capability programs within IMEA
region

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EMPLOYMENT HISTORY
Company Nashua (Ricoh)
Date March 1998 – June 2008
Nature of Business Office Automation Service Provider
Position Training Systems Specialist (Trainer)
Reason for Leaving No Scope for further growth
Previous Positions Held
 Training Engineer (1998-1999)
 Office Automation Engineer (1999 – 2001)
 Team Leader (2001 – 2002)
 Quality Controller (2002 – 2003)
 Supervisor (2003 – 2005)
Responsibilities:
Regional Training:
 User Product, Technology and Sales Training on:
o Wide Format Printers, High Volume Color Printers, High Volume Multifunctional
Products, Duplicators, Software RelatedTraining
 Provide High Level User Training to Key Account Customers and Sales Staff
 Provide Soft Skills Training to Sales staff.
Technical:
 User Support
 Maintenance on Remote Test Sites
 Networking of Office Automation products on Wireless Networks
 Software configuration and Faults on OA Products
 Maintenance on Remote or Web interface
 SMTP setup on OA products for scan to E-mail
 Installations via Bluetooth for OA products
 Assist in the development for Online Support Programs and Internal E-Learning Solutions
Other:
 Compile Executive Reports
 Manage Technical Staff Scheduling and Dispatch to resolve Technical Problems on site