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# Hans Cappon

- **Date of Birth:** 15 January 1981  
- **Place of Birth:** Den Helder, The Netherlands  
- **Driving Licenses:** Car, Truck (C+E), Trailer  

## Professional Summary
Experienced ICT professional with a strong background in help desk management, system administration, and technical troubleshooting. Proven leadership skills in streamlining operations and enhancing team efficiency, complemented by expertise in web development and a passion for programming, automotive technology, and home improvement. Fluent in Dutch and English, with a calm demeanor under pressure and a track record of resolving complex issues.

## Skills
- **Management:** Help Desk Management, Operational Leadership, Communication, Calm Under Pressure  
- **Technical:** Technical Troubleshooting, Linux (Redhat/Centos), Windows (XP/7/Vista/10 + Server Variants), Citrix, Office 365, Hardware Installation/Removal  
- **Web Development:** Joomla, CMSMS, PHP/JS/HTML/CSS, MySQL, Website Maintenance  
- **Languages:** Dutch (Spoken: Excellent, Written: Average), English (Spoken: Excellent, Written: Average)  
- **Certifications:** Code95, Forklift, ADR Full, VCA  

## Work Experience

### Office Manager / C.E.O.
*Creative Support Group, IJmuiden/Uitgeest, The Netherlands*  
*2009 - 2014*  
- Led operational overhaul of a five-person help desk, implementing ticketing and telephony systems, reducing average call times from 10 to 3 minutes and achieving 95% call answer rate.  
- Developed and standardized procedures, enabling one-day email response times and reducing staff needs by 40%.  
- Promoted to Office Manager (2010) and later C.E.O. (2011), managing staff schedules, procedures, and the Dutch branch post-takeover.

### Jr. System Administrator
*Municipality of Hollands Kroon, Anna Paulowna, The Netherlands*  
*2015 - 2016*  
- Ensured system reliability and backup availability across Citrix, Windows, and Linux environments.  
- Supported Office 365 migration and managed hardware installations/removals.

### Truck Driver
*Various (Mainly Worktrans), North Holland, The Netherlands*  
*2007 - 2009*  
- Delivered distribution services for DHL and POSTNL; operated 6x6 tipper for construction projects.

### 2nd Line Helpdesk Technician
*Lan Trust/ISSYS ICT, Heerhugowaard, The Netherlands*  
*2007 - 2008*  
- Monitored client servers (Windows/Linux/FreeBSD), resolved event-log errors, and managed backups and updates.  
- Provided on-site emergency support and remote incident management.

### Helpdesk / Customer Service Employee
*Multikabel/Ziggo, Alkmaar, The Netherlands*  
*2005 - 2007*  
- Handled inbound calls/emails, merging help desk and customer service roles; delivered training sessions.  
- Excelled in troubleshooting, achieving top call resolution times and calming upset customers.

### Taxi Driver
*Various Companies, North Holland, The Netherlands*  
*2002 - 2005*  
- Transported WMO clients, students, and airport passengers; drove night routes to nightlife areas.

### Helpdesk Employee / Outage Manager
*IBM, Manchester, United Kingdom*  
*2000 - 2002*  
- Provided first-line support, dispatched engineers, and managed communications during major outages.

## Education

### Assistant System Administrator
*Friese Poort College, Sneek, The Netherlands*  
*Sep 1997 - Jul 2000*  
- Vocational training (MBO) in ICT and accounting. Subjects: English, Administration, Economics, ICT.

### Sailor Training
*Oranje Nassauschool, Harlingen, The Netherlands*  
*Aug 1993 - Jul 1996*  
- No diploma obtained. Subjects: English, German, Engine Mechanics, Knots, Material Processing.

### Truck Miscellaneous
*Hoekstra, Alkmaar, The Netherlands*  
- Certifications: Code95, Forklift, ADR Full, VCA

### Additional Courses
- Management Courses (Online)  
- Communications (IBM, United Kingdom)  
- Truck License C+E (The Netherlands)

## Volunteer Experience

### Lan Party Organizer
*H.V.B.W.S, Len Herder, The Netherlands*  
*2005 - 2011*  
- Organized annual 50-person LAN party, securing sponsors, managing game servers, and updating event website.

### System Operator
*L.O.S., Sen Helder, The Netherlands*  
*2005 - 2010*  
- Maintained ICT systems at a local radio station, upgraded hardware/software, and trained DJs.  
- Implemented remote streaming solutions for off-site broadcasts.

## Interests
- Programming (PHP/JS/HTML/CSS)  
- Automotive Technology  
- Home Improvement