Michel Hardeman is a Dutch IT professional seeking a role as a process coordinator. He has over 20 years of experience in technical support roles speaking Dutch, English, French, and German. Most recently, he provided support to Honeywell and AXA as a senior analyst at Dell from 2007 to 2012. He has experience with IT service management processes like ITIL and believes his experience assessing processes and attending change advisory board meetings would be beneficial as a process coordinator. Recommendations from former managers at Dell praise his technical skills, customer support, ability to adapt, and teamwork.

1. CURRICULUM VITAE - MICHEL HARDEMAN
AVAILABLE AS FROM APRIL 1ST 2012
PERSONAL DETAILS:
Name: Michael Andreas Joseph Hardeman
First name: Michel
Address: Lindholm 281
ZIP code: 2133 CT
Place of residence: Hoofddorp
Telephone (cell phone): 06 – 16720023
Telephone (landline): 023 – 5616343
Date of birth: October 19, 1961
Place of birth: Hilversum
Gender: Male
Married/Unmarried: Married
Salary indication: €2300 - €2700 (conform my current position)
Travel requirements: Stationary, public transportation
E-mail: michel.a.j.hardeman@gmail.com
LinkedIn profile: http://nl.linkedin.com/pub/michel-hardeman/41/72b/724
EDUCATION:
M.A.V.O. Jeanne d’Arc in Eindhoven (Graduated: Yes)
H.A.V.O. Eckart College in Eindhoven (Graduated: Yes)
V.W.O. Eckart College in Eindhoven (Graduated: Yes)
Language skills Dutch, English, French and German
L.O.I. (1985 – 1986) Microcomputers & BASIC (Graduated: Yes)
PBNA (1988 – 1989) Praktijk Diploma Informatica 1 (PDI) (Graduated: Yes)
L.O.I. (1990 – 1991) Praktijk Diploma Informatica 2 (PDI) (Graduated: Yes)
ECABO/SIOM (1991 – 1992) Application programmer (Pascal/C) (Graduated: Yes)
ADDITIONAL CERTIFICATES AND COMPETENCIES:
Certificates:
- SIOM/ECABO certificaat (praktijkdiploma) Object Pascal-programmeur.
- Sybase - Powerbuilder Building Blocks.
- Centurasoft - SQL Windows and CTD.
- MSCE TCP/IP
- Training AT&T (2005): network training CISCO routers.
- Checkpoint VPN Secure Client - RSA.
- HDI Certified
- ITIL Certified
Competencies:
- Profound knowledge of all day IT software products.
- Languages: Dutch, English, French and German.
- Contributing excellent account based knowledge articles.
- Designing/implementing multi-lingual articles and templates.
- Proactive, attentive and stress proof.
- Sixth sense for gaps in both processes and instructions.
- Widely employable.

2. EXPERIENCE:
COMPANY: CNT/CTT Systems B.V. (Alphen a/d Rijn). Languages: Dutch and English.
Worked as: Application-programmer/operator from 02-02-1992 to 10-08-1992.:
- Work on/improve time registration sheets and developed other application programs.
COMPANY: Digital Equipment Corporation B.V. Languages: Dutch, English, French and German.
Worked as: International Helpdesk Engineer/specialist from 17-01-1995 to 01-12-1995.
- Support German end users (Borland Pascal, Delphi and Microsoft products).
- Testing and evaluating new Borland products. Draw up and selling contracts.
- Set up a project + subprojects (Benelux, Germany, UK and a Scandinavia department..
- Primary support core Borland and Microsoft products (Windows 3.x, Windows 95, MS-Word 6.0/7.0,
Excel 5.0/7.0).
COMPANY: Ministerie van Sociale Zaken en Werkgelegenheid. Languages: Dutch and English.
Worked as: Point of report Helpdesk-engineer (internal) from 29-01-1996 to 01-05-1996.
- Internal support (KA project (Kantoor Automatisering)). Supported transition of commonly used Mac
configurations to Windows configurations.
- Direct support at the administrative workers’ locations (in their own rooms), remedying of local and
general malfunctions.
COMPANY: Digital Equipment Corporation B.V. Languages: Dutch, English, French and German.
Worked as: International Helpdesk Engineer/specialist from 01-05-1996 to 01-01-1997.
- Support of German customers (Borland Pascal, Delphi and Microsoft products).
- Testing and evaluating new Borland products. Draw up and selling contracts.
- Set up a project + subprojects (Benelux, Germany, UK and a Scandinavia department..
- Primary support core Borland and Microsoft products (Windows 3.x, Windows 95, MS-Word 6.0/7.0,
Excel 5.0/7.0).
COMPANY: Sykes Enterprises Incorporated. Languages: Dutch, English, French and German.
Worked as: Int. Helpdesk Engineer/Technical Engineering Mentor from 04-03-1997 to 31-01-2006.
- Set up the Borland Helpdesk (January 1st 1997. Assisted new agents in supporting Borland products.
- Support of Sybase, PowerSoft and Watcom products.
- Support of Centurasoft products (Database: Client/Server and programming issues).
- Role as Technical Engineering Mentor. Responsible for the course of business: monitoring a good
progress of the support in general, administrative and procedural processes. Providing the engineers
with internal trainings on the use of call registration packages, the proper follow-up of the procedures
to be applied.
- Support of PowerQuest (Data Storage Management) both enterprise and home support.
COMPANY: Norman/SHARK (Hoofddorp). Languages: Dutch and French.
Worked as: Corporate Helpdesk Agent / Positions 1st & 2nd level from 01-02-2006 to 01-08-2006.
- Home product support: Norman Virus Control, Norman Personal Firewall, Norman Ad-Aware,
SpamWeed, Cryptainer and Norman Privacy.
- Corporate products support: Norman Virus Control Network, GFI software.
- Hired as support employee to provide technical support to home and corporate users throughout the
Benelux. Effective way to offer support by phone, e-mail and remote desktop support.
Remarkable: Remote support using ISL Light.
CRM: GoldMine (GM) and Lotus Notes 6.5 (Database, e-mail, knowledgebase).

3. COMPANY: Dell Nederland BV (Amsterdam). Languages: Dutch, English, French and German.
Worked as: Dell Managed Services / Senior Support Analyst from 23-01-2007 to 01-03-2012.
- Dell Managed Service Desk support AXA Assurance / AXA Bank employees in Belgium and
offshore.
- Move onwards to Dell DMS Senior Support Honeywell (from 01-08-2010 to 01-03-2012). A high
demanding account.
Keywords (Honeywell):
 Windows XP Professional, Windows 7 Enterprise, Cloud Computing.
 DELL Hardware, EMEA dispatches, DELL desktops/notebooks, DellServ, SPMD.
 Knowledgebase (KCS), knowledge management, Microsoft SharePoint.
 Microsoft Office, Microsoft Project, Microsoft Visio, Adobe Acrobat Standard (Pro).
 Getronics ODS. Active Directory, LDAP, Honeywell Intranet and Extranet.
 Blackberry Enterprise Server (BES), Blackberry, Blackberry Desktop Manager (5.01/6.01).
 iOs, Android 2.1, 2.2, 2.3 (Smartphones), 3.1, 3.2.x (Tablets).
 CRM: BMC IBM Remedy, BMC Dell Remedy, Checkpoint VPN Secure Client.
 Cisco AnyConnect, Cisco IP Softphone, LANDesk Server/Client.
 McAfee Endpoint Encryption, McAfee Antivirus Enterprise.
 Genesys Meeting Center, Microsoft Lync 2010, Interact Verizon/Damovo Business.
Keywords (AXA):
 Windows NT 4.0, Windows XP Professional, Windows Vista.
 Microsoft Project, Microsoft Visio, Microsoft Office, Adobe Acrobat Standard (Pro),
 CRM: USvD CAR11, Checkpoint VPN Secure Client (RSA), Citrix Presentation Server,
 SPOC, Major Incident Management.
 Knowledgebase (KCS), knowledge management, Microsoft SharePoint.
 RAS, Active Directory, LDAP, GetIT Remote Client, XP Remote Services.
 Offshore, VMWare.
I would like to opt for a role as process coordinator for I have experience in process management which
keeps pace with the service life cycle as prescribed by ITIL.
Why?
- I have the experience of living through these services as part of the ITIL life cycle.
- As to the practical implementation I have assessed existing documents and made process change
proposals candidate for CAB meetings as per services life cycle as prescribed by ITIL.
- Change management: Changes as they have been put forward as a product of assessment as candidate
for CAB meetings. I have also attended many CAB meetings during the AXA and Honeywell
projects.
- Creating, reviewing of existing documents and publishing as part of process coordination.
- These documents are in English, Dutch, French and German.

4. CHARACTERISTICS:
My characteristics can be described as follows:
- Very patient regarding the support to end-users.
- Analyzing: a problem to an outcome (solution or workaround) as program code, recommendation or
advice.
- Accurate: Reproducing problems and, based on them, coming to a solution, recommendation or
workaround.
- Team spirit: Solve more complicated problems with other members of the team or to corporate
yourself in order to solve other people’s problems.
MILITARY SERVICE:
Not applicable.

5. RECOMMENDATIONS
EMEA Senior Technical Support Analyst Honeywell
Dell Nederland BV Amsterdam
“A proficient IT professional Michel has demonstrated his ability to adapt quickly to new situations and
support his colleagues in the process.
Quality and Process focused with excellent problem diagnosis and customer relationship management
skills Michel consistency performed at a high level.
Although not reporting directly to me Michel has been part of my team for 5 years now and is respected
by his direct management and peers as being a great team player willing to go those extra miles to support
the team goals.
A support centre Senior Analyst with strong technical skills delivering high level of customer support in
multiple languages, Michel would be a valuable member of any team and it has been a pleasure knowing
and having him as part of the Service Desk team.”
NOVEMBER 24, 2011
DENISE RIDGEWAY, GLOBAL CAPABILITY DEVELOPMENT MANAGER, DELL
MANAGED MICHEL INDIRECTLY AT DELL NEDERLAND BV AMSTERDAM
“Michel has been working for the Global Service Desk org. for more than 4 years, under my
responsibility and is surely the most consistent employee in many ways.
As a manager I can say that Michel is great in working on projects, escalations assigned to him. Delivers
results in timely manner. He can work independently and can also be a great team player; stays focus on
his tasks. Michel takes initiatives in improving how the work is done.
Through his knowledge contributions, reviews demonstrate his excellent communication & analytical
skills.
High IT command; process oriented; recognized at multiple occasions for his extra miles in delivering
remarkable support combined with incidents resolution at first level.
Michel is customer focused and obtained different awards in Customer Satisfaction.
I would recommend having Michel in any teams; he will be a valuable asset to any organizations.”
NOVEMBER 15, 2011
JEROME LAURET, SERVICE DESK MANAGER, DELL BV
MANAGED MICHEL AT DELL NEDERLAND BV AMSTERDAM
“Michel Hardeman is a knowledgeable colleague, who has been supporting the Service Desks at Dell in
Amsterdam. His support towards the end-users and customer has been more than adequate and conform
HDI standards. Michel is able to determine gaps in processes and instructions.”
NOVEMBER 4, 2011
ADAM JELENJEV, KNOWLEDGE MANAGER, DELL
MANAGED MICHEL INDIRECTLY AT DELL NEDERLAND BV AMSTERDAM

6. “31th October, 2011
TO WHOM IT MAY CONCERN:
I would like to take an opportunity to offer a formal recommendation for Michel Hardeman. As the
EMEA Global Technical Trainer for Dell Services I have known Michel for approximately five years.
Michel joined our organization as an IT Technical Helpdesk Agent. Demonstrating an incredible initiative
and a strong dedication, he moved to Senior Technical Helpdesk, where he was handling all VIP and
Executive users with utmost care. His enthusiasm and dedication are both inspiring and motivating
personal efforts have created a happier and more productive team.
Michel is an innovative self-starter, who rarely requires supervision. He is punctual, typically exceeds
expectations, manages stress well and voluntarily works overtime to meet a deadline.
Moreover, Michel has received often On Spot Award in recognition to flexibility and excellent work!
In a nutshell, Michel is a valuable asset to any IT Helpdesk Technician position, and I strongly
recommend hiring him.
Yours Faithfully,
Albino Da Costa Abreu
Dell EMEA Technical Trainer”
OCTOBER 31, 2011
ALBINO DA COSTA ABREU, TECHNICAL TRAINER/COACH, DELL NV
MANAGED MICHEL INDIRECTLY AT DELL NEDERLAND BV AMSTERDAM
“I had a pleasure to work for about a years and a half with Michel in the same department. Michel is a
customer focused, experienced and responsible team player. I can highly recommend working with him.
Michel did not fail a single time. Michel was one of the most dedicated professionals through his work at
Dell. Michel is an independent co-worker. Great, insightful and well educated. Is ready to deal with
difficult situations and solve the problems on time. He denotes a lot of analytical capability and
willingness for his both personal & professional development.”
OCTOBER 31, 2011
A. A. DEI CASTELLI, CLIENT TECHNICAL SUPPORT ASSOCIATE FOR HONEYWELL EMEA, DELL B.V. -
AMSTERDAM, NL
WORKED DIRECTLY WITH MICHEL AT DELL NEDERLAND BV AMSTERDAM