Guido Dresme

Past

Manager End User Support at Joost Technologies BV
Translator at BokiBoki
End User Support Supervisor at Joost Technologies BV

Blogger at HDC Media
End User Support Specialist at Joost Technologies BV
Job Agent at Viawerk Job Agency

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3 more...

Education

Universiteit Leiden
Hogeschool van Amsterdam

Recommended

3 people have recommended Guido

Connections

113 connections

Industry

Online Media

Websites

My Website

Guido Dresme’s Experience

Manager End User Support

Joost Technologies BV

(Privately Held; Online Media industry)

September 2008 — July 2009 (11 months)

- Develop the end user support organization & strategy in the company
- Assess process work flows and make adjustments
- Setting SLA's
- Ensuring the users voice & feedback is heard within the company
- Managing the reporting to the MT
- Managing the reporting to various department heads
- Follow through on the reports and suggest changes / adjustments
- Assist product management in new feature development
- Design, mock up, provide specifications & requirements for support related tools
- Project management
- Liaise with business partners
- Hiring, mentoring and training the (new) junior colleague's
- set up meetings and organize trainings
- Writing and updating documentation (for internal or external use), manuals and standard answers
- Day to day issue handling
- Analyzing new issue's
- Facilitate the junior colleague's with tasks and projects
- Keep track of earlier filed issues
- Ensuring SLA's are met in line with current practices and procedures
- Communicating with users worldwide
- Keeping track of industry changes and latest innovations, implementing them if necessary
Translator

BokiBoki

(Internet industry)

November 2008 — November 2008 (1 month)

A small job, which I truly enjoyed doing. Translated the website from English to Dutch. It a couple of hours, nothing much, but like I said, I really enjoyed it!
End User Support Supervisor

Joost Technologies BV

(Privately Held; Online Media industry)

September 2007 — September 2008 (1 year 1 month)

- Assisting to develop the end user organization in the company
- Managing the reporting to the rest of the organization
- Mentoring and training the (new) junior colleague's
- Day to day issue handling
- Debugging beta versions of the product on several OS's and browsers (Windows/Mac - Firefox, IE, Opera)
- Reporting bugs and keeping track of their status
- Writing and updating documentation, manuals and standard answers
- Forum moderating
- Communicating with users worldwide
Blogger

HDC Media

(Public Company; 501-1000 employees; Newspapers industry)

October 2007 — July 2008 (10 months)

Maintained a weekly blog, sharing my life with the readers. The projected was started to give the somewhat 'grey' readers an insight the way 'young' people go about life.

After 10 months the blog had over a 100.000 unique views.
End User Support Specialist

Joost Technologies BV

(Privately Held; Online Media industry)

February 2007 — August 2007 (7 months)

- Day to day issue handling
- Debugging of the product on several OS's (Windows/Mac)
- Reporting bugs and keeping track of their status
- Forum moderating
- Communicating with users worldwide
Job Agent

Viawerk Job Agency

(Public Company; Human Resources industry)

February 2005 — August 2005 (7 months)

Fulltime, covering for someone ill, postponed my study

Guido Dresme’s Education

Universiteit Leiden

English Language and Culture 2005 — 2006
Hogeschool van Amsterdam

associate degree , Media and Information management , 2003 — 2005