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(Päivitetty 1+ vuotta sitten)senior konsult
Stockholm, Sverige
Äidinkieli Svenska, English
- admin
- ITIL processer
- service desk
Taidot (36)
LOTUS NOTES
WORD
DISPATCH
MICROSOFT WORD
CASE MANAGEMENT
MICROSOFT OUTLOOK
STATISTICS
COACHING
CLOSING
CASES
SMS
MICROSOFT OFFICE
TRAINING
FULFILLMENT
Active Directory
INTRANET
SCHEDULING
ITIL
FAST LEARNER
CLOSED ACCOUNTS
ACCOUNT MANAGEMENT
SERVICE LEVEL AGREEMENTS
SERVICE DESK
OUTLOOK
KNOWLEDGE MANAGEMENT
TELEPHONE
EXCHANGE
OFFSHORE
MS EXCHANGE
Incident Management
PROBLEM SOLVING
LAN
REMEDY
DOCUMENTATION
MICROSOFT EXCHANGE
NEW ACCOUNTS
Työkokemus
Application coordinator
ITFokus
2017-12 - Nykyhetki
Coordinate between application owners/responsible and project for testing of applications in Windows 10.
Applikationskoordinator
Applikationskoordinator
ITFokus
2017-12 - Nykyhetki
Tieto Sweden AB
2011-05 - 2017-10
Knowledge Management
Tieto Sweden AB
2016-12 - 2017-10
Worked with an SIAM customer to update and manage all documentation for their
services (about 150 applications/systems) and I also update the documentation in the CMDB knowledge base for the service desk.
Went through CMDB entries for the applications/systems and verified that the SLA was
correct in the CMDB. If not, I requested a new Incident/Requests SLA.
Has participated in several internal meetings and customer meetings to develop a new
standardization of documentation and CMDB posts.
For each update, it was also necessary to make changes requests (RFCs) in the customer's system, Microsoft Office SharePoint Server (MOSS).
Handled escalations from the customer via mail for incidents and requests.
Handled and coordinated cases sent from the Service desk to the department's queue in the case management system. Cases that the Service desk did not have procedures/
documentation for or on matters not included in the agreement.
Incident, Request, Change and Configuration Management using the ITSM tool TONE
(ServiceNow) according to ITIL.
Worked with offshore departments in the Czech Republic, India and Estonia.
SharePoint MOSS SLA service level agreements Microsoft Outlook
services (about 150 applications/systems) and I also update the documentation in the CMDB knowledge base for the service desk.
Went through CMDB entries for the applications/systems and verified that the SLA was
correct in the CMDB. If not, I requested a new Incident/Requests SLA.
Has participated in several internal meetings and customer meetings to develop a new
standardization of documentation and CMDB posts.
For each update, it was also necessary to make changes requests (RFCs) in the customer's system, Microsoft Office SharePoint Server (MOSS).
Handled escalations from the customer via mail for incidents and requests.
Handled and coordinated cases sent from the Service desk to the department's queue in the case management system. Cases that the Service desk did not have procedures/
documentation for or on matters not included in the agreement.
Incident, Request, Change and Configuration Management using the ITSM tool TONE
(ServiceNow) according to ITIL.
Worked with offshore departments in the Czech Republic, India and Estonia.
SharePoint MOSS SLA service level agreements Microsoft Outlook
Incident Manager
Service Now
2015-10 - 2016-12
Tieto Sweden AB
Handled all escalations and status requests from the customer according to ITIL using
TONE (ServiceNow), Microsoft Outlook and Skype.
Coordinated Service Desk agents and different types of technicians in several countries by telephone, mail or skype to ensure that the cases were completed within SLA time.
Created and updated routines and documentations an then informed the service desk through training.
Updated the customer's intranet page using Microsoft Sharepoint as well as sending
SMS to the customer and Tieto people in case of bigger disturbances.
Took out status and statistics via TONE (ServiceNow) on phone and case SLA for the service desk and was informed to the service desk team each month.
Managed scheduling for opening/closing hours for service desk agents.
Incident management and Request fulfillment in ITSM-tool TONE (ServiceNow) according to ITIL.
Worked with offshore departments in the Czech Republic and Estonia.
SLA service level agreements Documentation ITIL Team Leader
Microsoft Outlook Incident Manager Service Now Request Fulfilment
Microsoft OneNote Coordination Knowledgebase Knowledge sharing
Incident Process Routines and guidelines
Handled all escalations and status requests from the customer according to ITIL using
TONE (ServiceNow), Microsoft Outlook and Skype.
Coordinated Service Desk agents and different types of technicians in several countries by telephone, mail or skype to ensure that the cases were completed within SLA time.
Created and updated routines and documentations an then informed the service desk through training.
Updated the customer's intranet page using Microsoft Sharepoint as well as sending
SMS to the customer and Tieto people in case of bigger disturbances.
Took out status and statistics via TONE (ServiceNow) on phone and case SLA for the service desk and was informed to the service desk team each month.
Managed scheduling for opening/closing hours for service desk agents.
Incident management and Request fulfillment in ITSM-tool TONE (ServiceNow) according to ITIL.
Worked with offshore departments in the Czech Republic and Estonia.
SLA service level agreements Documentation ITIL Team Leader
Microsoft Outlook Incident Manager Service Now Request Fulfilment
Microsoft OneNote Coordination Knowledgebase Knowledge sharing
Incident Process Routines and guidelines
Service Desk Specialist
Tieto Sweden AB
2014-02 - 2015-10
Worked with orders of hardware, software, new accounts, permissions, and other types of orders.
Created accounts, permissions for shared folders and systems, installation of packaged
programs via Active Directory, debugging of accounts, etc.
Worked in different systems, but mostly in Active Directory, Exchange, Portwise and FIM.
Created and wrote a lot of routines for all types of orders.
Incident management and Request fulfillment in the ITSM-tool TONE (ServiceNow) according to ITIL.
Worked with offshore departments in the Czech Republic and Estonia.
Documentation ITIL Troubleshooting Active Directory Service Now
Created accounts, permissions for shared folders and systems, installation of packaged
programs via Active Directory, debugging of accounts, etc.
Worked in different systems, but mostly in Active Directory, Exchange, Portwise and FIM.
Created and wrote a lot of routines for all types of orders.
Incident management and Request fulfillment in the ITSM-tool TONE (ServiceNow) according to ITIL.
Worked with offshore departments in the Czech Republic and Estonia.
Documentation ITIL Troubleshooting Active Directory Service Now
Service Desk Agent
PortWise
2013-02 - 2014-02
Routines and guidelines Microsoft Exchange Permissions
feb 2013 - feb 2014 Service Desk Agent
Tieto Sweden AB
Helped customers users with many different types of computer and system problems.
Password management in different systems, installation of programs (both manual installations and packaged applications) and printer setup and installations.
Also worked with a lot of account management such as creating new accounts,
permissions for shared folders and different systems and so on.
Incident management and Request fulfillment in the ITSM-tool OMT (ARS Remedy) according to ITIL.
Worked with offshore departments in the Czech Republic.
ITIL Troubleshooting ARS Remedy Microsoft Office Service Now
Microsoft Forefront Identity Manager PortWise Microsoft Exchange
Permissions
feb 2013 - feb 2014 Service Desk Agent
Tieto Sweden AB
Helped customers users with many different types of computer and system problems.
Password management in different systems, installation of programs (both manual installations and packaged applications) and printer setup and installations.
Also worked with a lot of account management such as creating new accounts,
permissions for shared folders and different systems and so on.
Incident management and Request fulfillment in the ITSM-tool OMT (ARS Remedy) according to ITIL.
Worked with offshore departments in the Czech Republic.
ITIL Troubleshooting ARS Remedy Microsoft Office Service Now
Microsoft Forefront Identity Manager PortWise Microsoft Exchange
Permissions
Service Desk Administration
Tieto Sweden AB
2011-05 - 2013-02
Handled different kinds of orders for the customers via ARS Remedy. For example
different kinds of user accounts, hardware, software and telephone subscriptions.
Administration of user accounts in different systems, such as Active Directory,
mainframe (RACF) and Unit4 Agresso.
Managing of VPN doses, dispatch, setup and removal of the doses on the RSA server.
Place orders for IT equipment, mobile phones and subscriptions to different suppliers.
Setup customer number in AGM Nordic.
Wrote a lot of routines and documentation on how the orders were to be handled and the accounts were to be created.
Incident management and Request fulfillment in the ITSM-tool OMT (ARS Remedy) according to ITIL.
Worked with offshore departments in the Czech Republic.
Documentation ITIL RSA SecurID ARS Remedy Active Directory
Mainframe Agresso Orderhantering Routines and guidelines
different kinds of user accounts, hardware, software and telephone subscriptions.
Administration of user accounts in different systems, such as Active Directory,
mainframe (RACF) and Unit4 Agresso.
Managing of VPN doses, dispatch, setup and removal of the doses on the RSA server.
Place orders for IT equipment, mobile phones and subscriptions to different suppliers.
Setup customer number in AGM Nordic.
Wrote a lot of routines and documentation on how the orders were to be handled and the accounts were to be created.
Incident management and Request fulfillment in the ITSM-tool OMT (ARS Remedy) according to ITIL.
Worked with offshore departments in the Czech Republic.
Documentation ITIL RSA SecurID ARS Remedy Active Directory
Mainframe Agresso Orderhantering Routines and guidelines
Datametrix
2000-10 - 2011-05
administrator
Account and Order
2003-03 - 2011-05
Datametrix
Account administrator
Handled orders on different kinds of accounts.
Created, changed and removed LAN and email accounts in Lotus Notes, MS Exchange,
User Manager and Active Directory.
Giving users access to network folders, mailboxes and email groups. Also handled some
orders regarding office supplies and more.
Order administrator
Worked in the order department (Order Point). Included in my duties was among other
things to send orders to the correct unit for example, the purchase of licenses,
hardware, account orders and other IT-related orders.
I also performed a lot of account management and program connections via various
interfaces.
Created invoices for the work to be performed or hardware to be purchased.
Worked with the case management system POB according to ITIL.
Documentation ITIL Lotus Notes Active Directory Microsoft Word
Orderhantering Account Management POB Routines and guidelines
Microsoft Exchange Permissions User manager
Account administrator
Handled orders on different kinds of accounts.
Created, changed and removed LAN and email accounts in Lotus Notes, MS Exchange,
User Manager and Active Directory.
Giving users access to network folders, mailboxes and email groups. Also handled some
orders regarding office supplies and more.
Order administrator
Worked in the order department (Order Point). Included in my duties was among other
things to send orders to the correct unit for example, the purchase of licenses,
hardware, account orders and other IT-related orders.
I also performed a lot of account management and program connections via various
interfaces.
Created invoices for the work to be performed or hardware to be purchased.
Worked with the case management system POB according to ITIL.
Documentation ITIL Lotus Notes Active Directory Microsoft Word
Orderhantering Account Management POB Routines and guidelines
Microsoft Exchange Permissions User manager
Support technician/Installation technician
Datametrix
2000-10 - 2003-03
Support Technician (Service desk)
Worked as a support technician, 1:st line, 2nd line and onsite support.
Helped customers with different kinds of problems via telephone, email and various
remote systems.
Was also onsite at the customers and solved various types of issues that could not be
solved remotely, both software and hardware problems, as well as installations and troubleshooting printers.
Handled account administration, for example created new accounts, closed accounts,
gave permissions and troubleshooting of accounts.
Installation technician
Worked with installing computers, software, and troubleshoot various hardware failure.
Installed new computers with both operating systems and various software.
Also troubleshoot hardware, replaced hard drives and put in new/more memory in computers.
Lotus Notes Troubleshooting Citrix Service Desk Microsoft Office
Active Directory POB Incident hantering Microsoft Exchange Permissions
User manager
Arbetsgivare
Arbetsgivare
Worked as a support technician, 1:st line, 2nd line and onsite support.
Helped customers with different kinds of problems via telephone, email and various
remote systems.
Was also onsite at the customers and solved various types of issues that could not be
solved remotely, both software and hardware problems, as well as installations and troubleshooting printers.
Handled account administration, for example created new accounts, closed accounts,
gave permissions and troubleshooting of accounts.
Installation technician
Worked with installing computers, software, and troubleshoot various hardware failure.
Installed new computers with both operating systems and various software.
Also troubleshoot hardware, replaced hard drives and put in new/more memory in computers.
Lotus Notes Troubleshooting Citrix Service Desk Microsoft Office
Active Directory POB Incident hantering Microsoft Exchange Permissions
User manager
Arbetsgivare
Arbetsgivare
Koulutus
Wenströmska gymnasiet
Wenströmska gymnasiet
1993-01 - 1996-01