Led a team of six while implementing KPIs aligned with company vision to ensure consistent on-time project delivery. Built and managed relationships with external consultants to evaluate support structure, driving a 40% reduction in incident backlog. Designed and developed a backend data integration system, including SQL database, Windows service, and multiple external integration points, that aggregated data across multiple geographies, reducing incoming service requests by empowering business teams to manage external systems directly. Created a web application suite providing support analysts with centralised access to data and tooling, improving issue resolution times by 60%. Reviewed and oversaw implementation of Halo ITSM, redesigning incident intake processes and preparing the organisation for portal-based form submission. Contributed to senior leadership discussions on redesigning the core product from a local client application to a fully cloud-based SaaS platform. Served as subject matter expert on the migration from Team Foundation Server to Azure DevOps, modernising the deployment pipeline and transitioning to cloud-based infrastructure.
Over deze freelancer
Most companies have data sitting in a dozen different systems that nobody can easily access or use. I built the infrastructure to change that, pulling from disparate sources and putting the right information in front of the people who could actually act on it, so they could focus on solving problems instead of hunting for them.
At Best Buy's Deployment Operations Center, that shift had a direct impact on how the team was structured. Previously, every spring meant ramping from a skeleton crew up to 75+ agents to handle volume, then laying most of them off after the holidays, keeping only the best ten year-round. Once the data was accessible and the process overhead was eliminated, we maintained a permanent staff of around 20, including through the holidays. The work no longer required warm bodies to absorb volume, it required skilled people to solve actual problems, and we could afford to keep them.
The core of that work was a custom-built data integration agent: a scheduler and multi-source connector that pulled from external APIs, REST endpoints on network infrastructure, and internal databases, cleaning and transforming data at each stage. In modern terms, that is ETL pipeline architecture and API integration, built from scratch to fit environments where off-the-shelf tools were not the right answer.
My background spans 18 years across ITSM process design, full Microsoft stack development, SQL data modeling, and end-user reporting. I hold ITIL Foundation certification and bring hands-on experience with Azure DevOps, VB.NET, and MS SQL. I think about data from both ends — the architecture that makes it reliable, and the people who need to actually use it.
Based in Groningen. Available for freelance engagements across the Netherlands.
Opleiding
Werk & Ervaring
Led a team of one developer and five support members, managing project timelines and personnel scheduling. Developed a web application suite providing support analysts with centralised access to all available data and tooling, reducing issue triage time by 90%. Built a public-facing support portal surfacing data from internal ticketing systems to external customers, improving client visibility into project progress and reducing inbound calls to support teams. Implemented a custom middleware agent service providing secure connectivity between the customer-facing website and internal/external systems, reducing incoming service requests by empowering business teams to manage external systems directly. Developed a single-pane-of-glass interface visually consolidating all environment changes across systems, change management approvals, and related support cases, resulting in significant reduction in time to resolution across all incidents. Led technical discussions with customers covering specifications, business process review, and solution design. Served as technical liaison between business and technical staff, translating requirements to ensure delivered solutions closely matched business needs.
Served as lead developer overseeing a team of six, managing all code deployments to production including final quality checks. Created a standardised deployment process covering testing and release, reducing code defects and improving customer satisfaction. Managed five development and testing instances to support successful deployments and maintain code quality. Partnered with product support staff to troubleshoot technical issues, improving issue resolution times by 40%.
Certificeringen
Portfolio
Reviews
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Locatie Groningen
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Categorie Development & IT
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Geverifieerd Email
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Lid Sinds 10-06-2026