David Martha

Quanza is a Network & Cloud operator for organizations with their own infrastructure. They offer managed infrastructure and NOC as a service (White label NOC). Quanza provides its service to companies such as GVB (public transport Amsterdam), Volksbank, Payvision and HBR (Harbor company Rotterdam) As an incident manager I was responsible for the incident management process. In my service manager role I was setting business based targets for service performance so that the delivery of a service can be properly assessed, monitored and managed against the targets.

• The coordination and customer communication of incidents that threaten to run out of the SLA and/or incidents with high priority
• Daily monitoring of the progress of the incident process of customers (ensuring that this is carried out correctly by the NOC operators)
• Collecting information about the performance of the incident process and organizing this data for the service managers' periodic reports
• Providing work instructions and procedures for operators to support the incident process
• Continuous improvement, putting forward improvement proposals and their implementation
• Identifying and analyzing the cause of high-priority incidents and making this data available for Problem Management
• Provide support to sales during the quotation phase
• Determine the required work and translate into required hours and project deliverables

Eurofiber is a brand for connectivity and cloud for the business market. They operate in the Netherlands, Belgium, Luxembourg, France and Germany. Eurofiber provides services such as dark fiber, ethernet, internet, datacenter services and cloud solutions. Eurofiber has clients such as RETN, Orange, TMobile, Tele2, Vattenfall, Telia and Boskalis.

• Network monitoring, incident coordination & first line research, coordination of planned work, analyzing & making reports about the following services: dark fiber, Ethernet, internet access, IP VPN, WDM & data center services
• Managing and guide field engineers from contractors such as BAM, Infratech and SPIE
• Duty manager over a period of 2 years
• First line research on platforms such as Juniper, Cisco, Brocade, Mansys, Ciena, Huwaei, Infinera & Transmode
• Provisioning
• Managing subcontractors
• Checking and approving proforma costs incurred by subcontractors
• Planned work coordination
• Coordination of dark fiber incident
• Making weekly and monthly reports
• Writing RFO (Reason For Outage) reports

Talpa Network is the largest Dutch multimedia company. Talpa Networks main activities include radio and television, but the company is also active on the internet, print and social media. Talpa Network is the creator of The Voice and Big brother

• 1st line support network & system
• First line IT support
• Handling and monitoring of incidents and service requests
• Installation of hardware and software
• Documenting ICT manuals
• FTP support for producers and commercials

• I commenced my journey within the Customer Operations Support Department, where my primary focus was to address and resolve incidents and performance issues related to dark fiber and Ethernet, as well as to keep our clients informed about their new connections
• As the customer base expanded, the department was segmented into Network Monitoring Center (NMC) and Delivery
• I opted to remain with the NMC, where I dedicated myself to honing my expertise in networking across Layers 1, 2, and 3 of the Cisco OSI model

XS4ALL was the second Internet provider for private individuals in the Netherlands .Initially only offering dial-in services via modem and ISDN, it later expanded to offer dial-up access as well as ADSL, VDSL, and fiber-optic services as well as mobile internet. They deliver services for regular consumers and the business market

• First line support on the following services: ADSL, VDSL, SDLS, Voip, hosted exchange, mail, hosting
• Fault handling
• Source of information for internal colleagues
• Process control
• Complaint handling

Asito BV provides facility maintenance and cleaning services. The Company offers interior cleaning, pest control, glass facade renovation, carpet cleaning, and other services. Asito provides its services to retail, food, healthcare, transportation, and leisure industries in the Netherlands. I mainly worked at schools, the city hall of Apeldoorn, municipal institutions and the Salvation Army.

• Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols
• Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting
• Removed trash, debris and other waste materials from premises
• Vacuum stairways
• Used time management and efficient cleaning methods to meet deadlines