European External Action Serviceeeas.europa.eu/archives/docs/jobs/docs/20140804_eipsos...2014/08/04 · answers are different, they should indicate for which of the involved entities

Service Européen pour l'Action Extérieure, B-1046 Bruxelles / Europese dienst voor extern optreden, B-1046 Brussel - Belgium. Telephone: (32-2) 584 11 11.

European External Action Service

RESTRICTED PROCEDURE

EEAS-348-DIVA3-SER-FWC

EIPSOS

EEAS ICT

Projects, Support and Operations Services

Annex 4

Selection Criteria

Technical and Professional Capacity

Version: Final

Restricted Procedure EEAS-348-DIVA3-SER-FWC (EIPSOS) – Annex 4 Selection Criteria: Technical and Professional Capacity

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TABLE OF CONTENTS

SELECTION OF THE CANDIDATE – TECHNICAL AND PROFESSIONAL CAPACITY ................................ 3

1 ORGANISATIONAL STRUCTURE .................................................................................................................. 4

2 STAFF: CANDIDATE MANPOWER AND QUALIFICATION OF STAFF RELEVANT TO THE

REQUIRED SERVICES ...................................................................................................................................... 6

3 GEOGRAPHICAL COVERAGE OF THE CANDIDATE'S EXISTING STRUCTURE.............................. 8

4 REFERENCES INVOLVING SIMILAR CONTRACTS ............................................................................... 10

5 CAPACITY FOR RESEARCH AND ANALYSIS IN SOME OF THE IT FIELDS REQUIRED .............. 12

6 QUALITY CONTROL ...................................................................................................................................... 14

ATTACHMENT – REFERENCE FORM .................................................................................................................. 15

ATTACHMENT – MATRIX MATCHING REFERENCES TO REQUIREMENTS ............................................ 19

ATTACHMENT – CV FORM ..................................................................................................................................... 20

ATTACHMENT – MATRIX MATCHING CVS TO PRODUCTS/PROTOCOLS/TECHNOLOGIES .............. 25


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SELECTION OF THE CANDIDATE – TECHNICAL AND PROFESSIONAL CAPACITY

Each question has to be answered individually.

In all cases, any references to documentation supporting the request to participate should give

precise document references, including document name, section number and page number.

Please note that answering questions by doing cross-references to another answer should be

restricted only to cases where two or more answers contain reference to the same document.

If, for the purpose of fulfilling selection criteria regarding candidate's technical and

professional capacity, the candidate wants to rely on the capacities of other entities, regardless

of the legal nature of the links which it has with them, the candidate must in that case prove

that it will have at its disposal the resources necessary for performance of the contract, for

example by producing an undertaking on the part of those entities to place those resources at

its disposal. In such cases those other entities have to submit, along with their undertakings,

proof(s) demonstrating that they avail of the respective resources.

This questionnaire should be filled in by the candidate (in case of a sole candidate) or, in case

of a joint request to participate, by the economic operator acting as main point of contact

(group leader) for the group of candidates (in case of a group of candidates) on behalf of the

group. Please note that the selection criteria will be assessed in relation to the tendering group

as a whole.

Members of tendering groups and subcontractors (other than individual freelancers) will be

called briefly hereafter “involved entities”.

In case it is indicated that the question refers to all involved entities and the short answer is

either YES or NO for all of them, one answer should be given for all involved entities. If the

answers are different, they should indicate for which of the involved entities they apply.

NB: A question marked as “YES/NO (Mandatory)”, will lead to the exclusion of the

candidate if answered with “NO” or not at all. Idem for Mandatory questions indicating

minimum thresholds/requirements: if the given answer is below the threshold or not

answered at all the candidate will be excluded.


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1 ORGANISATIONAL STRUCTURE

1.1 Describe (in no more than 2 pages A4 – font size Arial 10) the organisational structure

of your entity/involved entities by specifying the number of staff being employed on

the 1st June 2014 to perform IT services relevant to the present call for tenders as

described in Chapter 6 of the Information Note, the levels of management and the

number of managerial staff at each level. Provide details about the departments of

your company, as well as your division responsible for the delivery of the types of

services requested in the present call for tenders. If relevant, include the relationships

between the candidate and other companies of the same group, including those that

could participate (e.g. as sub-contractor) in the delivery of the requested services.

Reference: ……

1.2 Does the model employment contract of your entity/involved entities provide

safeguards against unauthorised disclosure of customer information by employees and

malicious damage to customer property or equipment? If the answer is YES, provide a

copy/copies of the model contractual clauses used in your employment contracts to

meet this requirement.

YES/NO (Mandatory)

Response or reference: ……

1.3 According to the internal policy of your entity/involved entities, is it foreseen to

replace persons

a) Whose conduct and behaviour is considered to be unsatisfactory?

YES/ NO (Mandatory)

Reference:……

b) Whose abilities are considered to be unsatisfactory?

YES/ NO (Mandatory)

Reference:……

c) Whose knowledge of languages is considered to be unsatisfactory?

YES/ NO (Mandatory)

Reference:……

1.4 Has your entity/involved entities undergone a security screening by the relevant

National Security Authority of an EU Member State? Please give details.

YES/NO

Reference: ……

1.5 Has the staff of your entity/involved entities undergone a security screening by the

relevant National Security Authority of an EU Member State? Please give details.

YES/NO

Reference: ……


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1.6 If the answers to any of the previous two questions are negative for your

entity/involved entities, are this/those entity/entities or its/their staff ready to undergo

the requested security screening, if awarded the contract?

YES/ NO (Mandatory)

Reference…

1.7 Given the confidentiality of the information processed by the European External

Action Service, it is important that all staff (permanent/non-permanent) dedicated to

duties related to this request to participate (EIPSOS) have or be able to obtain a

security clearance by an EU Member State, on EEAS request (level: up to EU

SECRET or national equivalent). Do you engage to conform to this requirement, if

awarded the contract?

YES/ NO (Mandatory)

Reference…


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2 STAFF: CANDIDATE MANPOWER AND QUALIFICATION OF STAFF RELEVANT TO THE

REQUIRED SERVICES

In case of a joint request to participate, the required information should be provided

for the group of candidates as a whole.

Please refer to the following staffing schema:

When filling out the tables, take into account that each block in the staffing schema is a

further detailed group.

Please note that only staff with a direct, individual, regular and unlimited working

contract with the candidate can be quoted as “permanent” staff.

– In case of a consortium, the thresholds mentioned below will apply on the level of the

consortium and not on an individual basis.

– Staff without an employment contractual relation to a company (e.g. free-lancers, staff

from subcontractors) shall only be quoted as non-permanent staff.

– In case of a branch-company responds in the name of a group, a written endorsement

of the group is necessary with the names of all affiliated companies that participate

effectively.

Total Staff (1)

Technical Staff (3)

Total Staff IT Service Support Division (2)

Non-Technical Staff (7) not invoicible

Management

Administration

Secretarial

Account management

Commercial

IT SupportOperational Staff

invoicible

Permanent (4)

IT SupportOperational Staff

invoicible

Non-Permanent (5)

IT Support Operational Management

not invoicible

Operational

Management staff (6)


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2.1 Staffing tables (Mandatory)

For Total Staff annual manpower (block 1) indicate your average annual manpower for

the last three years as well as the current number.

Total annual manpower (block 1 ) 2011 2012 2013 06/2014

Staff

For total annual manpower in IT Service Support Division (block 2) indicate your

average annual manpower for the last three years as well as the current number.

Total annual manpower in IT Service support

divisions (block 2 )

2011 2012 2013 06/2014

Staff

For technical staff (block 3) indicate your average annual manpower for the last three

years as well as the current number.

Total annual manpower Technical staff (block 3) 2011 2012 2013 06/2014

Total staff

Indicate your average annual manpower for the last three years as well as the current

number (block 4, block 5, block 6)

IMPORTANT: The minimum acceptable values are: 400 in total (Block 4 + Block 5 +

Block 6) and 300 Permanent staff + Operational Management staff (block 4 + Block

6). The threshold applies on volumes on the 1st June 2014.

Total annual technical manpower in IT support

divisions

2011 2012 2013 06/2014

Permanent Operational IT support staff (block 4 )

Non-Permanent Operational IT support staff (block 5)

Operational Management staff (block 6 )

Candidates who don’t reach the minimum thresholds will be judged as not having

the minimum technical capacity to deliver the required services.


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3 GEOGRAPHICAL COVERAGE OF THE CANDIDATE'S EXISTING STRUCTURE

3.1 Indicate the candidate’s total number of technical staff (permanent employees only)

in the sites of the European Union Member States as of 1st June 2014.

IMPORTANT: The minimum acceptable values are: 200

Response or reference: …… (Mandatory)

3.2 Do you have the capacity to deliver services similar to those requested in this call for

tenders in EEAS premises in Brussels?

YES/NO (Mandatory)


3.3 Do you engage to perform missions, on request, in order to deliver services similar to

those requested in this call for tenders to any of the (approx.) 140 EU Delegations

around the world?

YES/NO (Mandatory)


3.4 Do you deliver services similar to those requested in this call for tenders in an EU

Member State city, in your own premises? ("near-shore" user support or operations

services)

YES/NO (Mandatory)


3.5 Do you deliver services similar to those requested in this call for tenders in less than

50Km distance from Brussels, in your own premises?

YES/NO


3.6 If answer above is NO, are you ready to deliver them?

YES/NO (Mandatory if previous reply is NO)


3.7 Do you deliver services to organisations spread over more than 20 countries world-

wide, with at least half of them outside of the EU?

YES/NO (Mandatory)


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4 REFERENCES INVOLVING SIMILAR CONTRACTS

In order to prove his technical capacity to deliver the services required, each candidate has to

submit Reference Forms along with supporting documents for each of them. In doing so, it is

Mandatory to use the attached template of a Reference Form included at the end of this

questionnaire.

For the purpose of assessment of candidates' compliance with the requirements of question

4.1 below, a framework contract shall be considered as one contract only, regardless of the

number of specific contracts performed under it.

4.1 Have you included evidence that your entity/involved entities (alone, or as a

member/members of a group), are currently running or have run in the past four years

(as of 1/1/2010 till today) a minimum of 5 and a maximum of 10 contracts for

managing ICT services (1 Reference form per contract, each reference should be for a

different customer), covering altogether the provision of ICT services in the

following situations/domains:

a) IT Helpdesk / Service desk services, incl. Service Level management.

b) Logistics support and Asset Management (incl. Stock management)

c) Project Management of IT (infrastructure) projects

d) IT Consultancy and/or Audit

e) ICT infrastructure management and related operations1 (in customer premises):

server (both physical and virtual) management, workstation management (incl.

laptops), peripherals management (e.g. printers, scanners, photocopiers, etc.),

mobile devices management (e.g. smartphones, etc.), Data Centre infrastructure

management and related operations (incl. monitoring and reporting), e-

mail/file/print service management (incl. User provisioning), storage management

(e.g. NAS/SAN, etc.)

f) Network (LAN) management and related operations

g) Identity and Access Management

h) Database management & related operations

i) Audio/Video-Conferencing support

j) Telephony & Unified Communications services support

IMPORTANT: each of the contracts provided as evidence could cover one or more of the

situations listed above and each situation must be covered by at least one contract. Only

provide references that can be verified by the EEAS.

Requirements concerning references:

1 the term « operations » is used throughout this document in the meaning of actions like installation,

configuration, administration, maintenance (backup, patching, antivirus protection, etc), etc.


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1) At least 4 references must include the provision of IT Helpdesk services (domain 4.1.a

above);

2) At least 2 references must include the provision of Project Management services

(domain 4.1.c above);

3) At least 2 references must include the provision of ICT Infrastructure Management

services (any of domains 4.1.e-f-g-h-i-j above);

4) At least 3 references must relate to the provision of services to large organisations

comprising at least 2000 users;

5) At least 2 references must concern "near-shore" services provided to customers, from

your own premises in an EU Member State;

6) At least 2 references must relate to the provision of services to organisations spread

over more than 20 countries world-wide, with at least half of them outside of the EU;

7) At least 2 references must relate to contracts where more than 50% of the value

concerns services/operations provided in “Service Mode” (fixed price). Please attach

the relevant KPIs. The value of each contract should be at least three (3) million

EURO per year.

8) At least 1 reference must be a contract where more than 50% of the value concerns

services/operations provided in “Time & Means Mode”. The value of the contract

should be at least three (3) million EURO per year.

9) At least 1 reference must relate to the provision of IT Helpdesk services on 24/5 basis

(in a "shift" mode).

10) At least 1 reference must relate to the provision of IT Helpdesk services on 24/7 basis

("on-call" mode possible).

11) At least 1 reference must foresee technical support interventions (missions) to

countries in Africa, Asia/Pacific or S. America/Caribbean.

12) At least 1 reference must be a contract where services are provided by a team of min.

50 persons in customer premises.

YES/NO (Mandatory)

Reference: ….


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5 CAPACITY FOR RESEARCH AND ANALYSIS IN SOME OF THE IT FIELDS REQUIRED2

5.1 Please provide a minimum of 100 and a maximum of 120 CVs of (permanent/non-

permanent) staff members of your entity/involved entities, according to the following

conditions: (MANDATORY)

All minima required under column "Number of Certified staff" must be met.

All certifications must have been obtained after 1/1/2005.

At least 40 of the staff must be permanent3 staff. All others must have an

active contract with your entity/involved entities, as of no later than 1st March

2014.

One CV can cover multiple products/protocols/ technologies.

IMPORTANT: Please only use the CV template provided in the Attachment. CVs not fully

filled in will be considered as not valid. EEAS will control the validity of the information

provided. Invalid CVs will not be counted in the numbers required. NB: the

certifications must be attached to the CVs. If the minimum threshold is not reached, the

request to participate will be excluded.

Product/

protocol/

technology

identification

Product / protocol/

technology Description

Number

of

certified

staff

Certifications required

(any of:)

A Cisco network

devices/services (eg routers,

switches, etc)

5 CCDP/CCNP, CCNA,

CCDE/CCIE, CCAr

B ITIL v.3 50 Foundation, Interm. Level

(or any higher levels)

C Microsoft Exchange 2010 (or

more recent)

5 MCITP: Enterprise

Messaging Administrator

on Exchange 2010,

MCTS: Microsoft

Exchange Server 2010–

Configuration, MCSE:

Messaging

D Microsoft FIM 2 MCTS: Forefront Identity

Manager 2010,

Configuration

E Microsoft HyperV 3 MCTS, MCITP:

Virtualization

Administrator

2 This is an indicative, non-exhaustive list of the IT fields required in the scope of call for tenders. 3 i.e. no freelancers and no subcontractors


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Product/

protocol/

technology

identification

Product / protocol/

technology Description

Number

of

certified

staff

Certifications required

(any of:)

F Windows 7, Microsoft Office

2010 (Outlook, Word, Excel

& Powerpoint)

15 MCSA Windows 7,

Microsoft Office

Specialist (MOS), MOS

Expert, MOS Master,

ECDL

(Base/Standard/Advanced)

G Microsoft SCCM - System

Center Configuration

Manager

(Central Windows OS

management plaform to

deploy hotfixes/service packs)

2 MCTS: Administering and

Deploying System Center

2012 Configuration

Manager

H Microsoft SCOM - System

Center Operations Manager

(Windows Monitoring

Platform SCOM)

2 MCTS: Microsoft System

Center Operations

Manager 2007 (or

equivalent)

I Microsoft SharePoint 2010

(or more recent)

2 MCITP: SharePoint

Administrator 2010

J Microsoft SQL Server 3 MCSA SQL Server

(2008/2012), MCITP:

Database Administrator

2008, MCTS, MCSE:

Business Intelligence or

Data Platform, MCDBA

K Microsoft Windows 2008 (or

2012) R2 Enterprise

15 MCSA/MCSE: Server

Infrastructure

L NetApp storage appliances 5 NCSA, NCDA, NCIE

M PM certification

(PMI/PMBOK or PRINCE2)

20 CAPM, PMP or higher,

PRINCE2 Foundation,

Practitioner or higher

N Red Hat Enterprise Linux 3 RHCSA, RHCE,

RHCJD, RHCJA

O VMWare Virtual Server

technologies

10 VCA-DCV, VCP4/5-

DCV, VCAP4/5-DCA,

VCAP4/5-DCD,

VCDX4/5-DV, VCA-

WM, VCP4/5-DT, VCAP-

DTD, VCDX-DT


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6 QUALITY CONTROL

Note:

The following questions concerning quality assurance must be answered regarding the

candidate’s business activities ONLY in the areas covered by this call for tenders.

6.1 Has your entity/involved entities obtained at least one the following quality

certifications:

- ISO 20000 IT Service Management;

- ISO 9001-2008.

Please provide a copy of the certificate.

YES/NO (Mandatory)

Reference: ……

6.2 Have you adopted the ITIL methodology in your company for the IT services?

YES/NO (Mandatory)

Reference: ……


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ATTACHMENT – REFERENCE FORM

The Reference Form should be used to give details about relevant projects the candidate

wants to present as proof of experience.

The Reference Form consists of four pages (maximum):

Front page;

Description page.

All pages must be used to form a complete Reference Form.

A new Reference Form must be completed for each project/contract.

For each reference one or more supporting proof documents should be attached. An evidence

of performance shall be in the form of certificates issued or countersigned by the relevant

contractor.

Use of this form is mandatory - only projects submitted on this form will be considered.


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Reference Form Reference n° ______

Reference front page (2 pages A4)

Project name:

Contract number and reference:

Start date (mm/yy): Finish date (mm/yy):

Customer name: Contact person: Phone:

For each reference please attach one or more supporting proof documents.

Project type:

Principal contractor for this project (check the appropriate):

Candidate

Other

Scope of the contract includes provision of ICT services covering (check the appropriate):

a) IT Helpdesk / Service desk services incl. Service Level management.

b) Logistics support and Asset Management (incl. Stock management)

c) Project Management of IT (infrastructure) projects (e.g. deployment of a new OS)

d) IT Consultancy and/or Audit

e) ICT infrastructure management and related operations (in customer premises): server

(both physical and virtual) management, workstation management (incl. laptops),

peripherals management (e.g. printers, scanners, photocopiers, etc.), mobile devices

management (e.g. smartphones, etc.), Data Centre infrastructure management and related

operations (incl. monitoring and reporting), e-mail/file/print service management (incl.

User provisioning), storage management (e.g. NAS/SAN, etc.)

f) Network (LAN) management and related operations

g) Identity and Access Management

h) Database management & related operations

i) Audio/Video-Conferencing support

j) Telephony & Unified Communications services support

Size of the customer (number of users):

Less than 2000 users (provide exact figure): ....................................................................

2000 users or more (provide exact figure): .......................................................................

Contract concerns the provision of 'near-shore' services, from your own premises in an

EU Member State?

Yes

No


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Customer's geographic organisation (sites for which services were provided):

Less than 20 countries world-wide and/or less than 10 countries outside the EU

More than 20 countries world-wide of which AT LEAST 10 outside the EU (please name):

.......................................................................................................................................................

.......................................................................................................................................................

.......................................................................................................................................................

.......................................................................................................................................................

.......................................................................................................................................................

.......................................................................................................................................................

.......................................................................................................................................................

Contract Mode:

Fixed Price (at least at 50% of value)

Value of the contract:

Less than 3 million euro per year (provide exact figure): ...................................................

More than 3 million euro per year (provide exact figure): ................................................

Time & Means (at least at 50% of value)

Value of the contract:

Less than 3 million euro per year (provide exact figure): ..................................................

More than 3 million euro per year (provide exact figure): .................................................

Mixed/Other (specify): .......................................................................................................

..................................................................................................................................................

Contract covers the provision of technical support (Helpdesk) on a 24/5 or 24/7 basis?

Yes (Please specify: ....................................................................................................)

Work on shifts foreseen?

Standby on-Call foreseen?

No

Does the contract foresee the provision of technical assistance abroad by missions to

countries in Africa, Asia/Pacific or S.America/Caribbean:

Yes (please provide examples): ..............................................................................................

.................................................................................................................................................

No

Number of candidate's technical staff on-site (in customer premises):

Less than 50 persons (provide exact figure): ..........................................................................

More than 50 persons (provide exact figure): ........................................................................


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Reference Form Reference n° ______

Reference description page (maximum 2 pages A4)

Description of the Customer's technical environment, the tasks, the tools used and the

volume of deliveries:


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ATTACHMENT – MATRIX MATCHING REFERENCES TO REQUIREMENTS

Please mark by a cross (X) the cells that match each contract Reference to one or more of

the 12 requirements of paragraph 4.1. Minimum number of references is five –

maximum ten (please extend matrix accordingly). (Mandatory)

Requirements concerning references par. 4.1

Ref. number

1 2 3 4 5 6 7 8 9 10 11 12

1

2

3

4

5

Totals:


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ATTACHMENT – CV FORM

Guidelines for the completion of the CV

The EIPSOS standardized CV form defines the Curriculum Vitae (CV) layout for a candidate

to use as required in paragraph 5.1 above.

Use of the EIPSOS standardized CV form is mandatory - only CVs submitted in this

form will be considered. NB: the certifications must be attached to the CVs.

How to fill out the EIPSOS standardized CV form:

(1) All the required information has to be provided. Any missing or incomplete

information may lead to a CV being discarded.

(2) Where the information is to be provided in tabular form, all the columns of the table

have to be filled in.

(3) The CV should be a summary rather than a biography of an individual and must be in a

format enabling a quick and accurate comparison with other CVs submitted to fill certain

roles. There should be no unaccounted chronological breaks.

(4) Each CV consists of one CV front page and one CV career/professional experience

summary page and one CV training page and one CV software/hardware expertise page.

(5) Specialised expertise should mention the tools or topics in which the candidate has a high

expertise.

(6) Each CV career/professional experience page contains data about the projects the

employee has participated in, its role and responsibilities, and the products or tools be

used in the context of these projects.

Dates must indicate precisely the starting and ending months of the entry.

Project size is to be expressed as the total number of person-months.

Description must include an explanation of the scope and results of the project (or

task).


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CV front page (One A4 page only)

CV number:

Full Name:

Date of birth: (dd/mm/yy)

Nationality/ies: ..................................................................

..................................................................

Contract information: Permanent employee of: (name entity)............................ - Date of recruitment

(dd/mm/yy): ...................................

Subcontractor staff: (name entity)....................................- Date of recruitment:

(dd/mm/yy): ...................................

Freelancer: (name entity).................................... - Date of contract with entity:

(dd/mm/yy): ...................................

Current function: (indicate the function in the entity)

Current project: (indicate the project you are working on currently and your role)

Experience for which

-employee is entered

(more than one

products/ protocols/

technologies can be

entered)

Please refer to the requirements of paragraph 5.1

Highest relevant

educational

qualification:

Check the appropriate :

University degree

Non university degree

Certificate and/or

diploma obtained :

Institute:

Date:

Languages:

Levels: A1/2: Basic

user - B1/2:

Independent user -

C1/2 Proficient user

Common European

Framework of

Reference for

Languages)

English:

French:

Other(s):

Spoken

Written

Security Cleared: Check the appropriate :

Yes

No

If YES: clearance issued

by:....................................

.........................................

Valid until: .....................

Level: (eg EU SECRET)

........................................


22/27

CV career summary page (One A4 page only)

CV number:

Full Name:

Date IT career

started:

(mm/yy)

Specialised expertise

Summary (use this area to briefly indicate the major facts which should be known about this employee):


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CV training page (One A4 page only)

CV number:

Full Name:

TRAINING

Training name: Company/institute

organising the

training:

Date(s) training

followed: Exams or certificates:

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.


24/27

CV software/hardware expertise page (One A4 page only)

CV number:

Full Name:

Software/Hardware expertise

Tool (manufacturer,

product name and

version(s))

Description (e.g. give relevant entries under “professional

experience”)


25/27

ATTACHMENT – MATRIX MATCHING CVS TO PRODUCTS/PROTOCOLS/TECHNOLOGIES

Please mark by a cross (X) the cells that match each CV to one or more of the

products/protocols/technologies required (see section 5.1). Minimum number of CVs is

100 – maximum number is 120 (please extend matrix accordingly). (Mandatory)

Product/ Protocol/Technology required

CV number

A B C D E F G H I J K L M N O

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34

35

36

37

38


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39

40

41

42

43

44

45

46

47

48

49

50

51

52

53

54

55

56

57

58

59

60

61

62

63

64

65

66

67

68

69

70

71

72

73

74

75

76

77

78

79

80

81

82

83

84


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85

86

87

88

89

90

91

92

93

94

95

96

97

98

99

100

Totals:

Documents

European External Action Serviceeeas.europa.eu/archives/docs/jobs/docs/20140804_eipsos...2014/08/04 · answers are different, they should indicate for which of the involved entities