Experience

• 

  Fujitsu estonia

  Jul 2014 - Jan 2017

  Process controller

  - Monitoring compliance with the incident and service request management process in Service Desk- Creating instructions and training agents- Coordinating the work of Danish-speaking agents, supporting them with day-to-day operations- Offering 1st line support for Danish-speaking customers- Taking the lead in solving major incidents- Being the point of contact for escalations concerning incidents- Taking part in regular meetings with the client to discuss problems/ideas- Onboarding new agents Mostrar menos

• 

  Helmes as

  Jun 2017 - Sept 2017

  Linux administrator

  Internship

• 

  Norian

  Jan 2018 - Jan 2018

  It and administration advisor

  IT support:- Providing daily IT support for employees- Setting up workplaces and connecting computers- Configuring hardware and software- Mapping IT needs in teams- Providing general IT training for employeesOffice administration:- Tracking, ordering and moving inventory, stationery, office equipment, computers etc.- Organizing office operations and procedures- Addressing employee’s queries regarding office management issues (e.g. stationery, travel arrangements)- Assisting local HR in the onboarding process for new hires- Planning in-house or off-site activities, like parties, celebrations together with a team Mostrar menos

• 

  Derivco

  Sept 2018 - Jan 2020

  Technical coordinator

  - Being the central point of contact for partners- Agreeing on project schedule and needed resources- Monitoring the deployment process and compliance with the schedule- Analyzing, prioritizing and escalating issues

• 

  Eesti energia

  Jan 2020 - May 2024

  Leading the team of 20+ IT support specialists in 3 different locations using 3 languages. The team acts as a single point of contact for all IT-related requests within the company. - Planning sufficient resources - Developing, describing and implementing working methods and processes within the team- Finding ways to automate and improve processes and tools- Developing performance metrics for team members and tracking their performance- Developing individual development plans for team members - Ensuring the availability of necessary training materials and trainings- Analysing the requests submitted to IT Helpdesk and proposing adjustments to product teams according to findings- Analysing the quality of support given to customers, and customer feedback to better the service- Close cooperation with other departmerts and teams regarding topics related to IT support. Mostrar menos - Continuously developing and implementing processes related to IT Operations- Ensuring that processes are mapped and up-to-date- Ensuring compatibility with other IT and cross-group procedures and policies- Modelling processes in Aris software- Coordinating the day-to-day implementation of processes- Monitoring data quality and reporting errors for correction- Training employees on processes- Defining metrics of processes, organizing monthly measurements and presenting the results Mostrar menos

  • IT Product Owner

    Jan 2024 - May 2024

  • Junior IT Product Owner

    Jan 2023 - Mar 2024

  • IT Helpdesk Team Lead

    Jan 2022 - Jan 2023

  • IT Operations Process Manager

    Jan 2020 - Jan 2021
• 

  Sk id solutions

  May 2024 - now

  • Head of Internal ICT Services

    Jan 2025 - now

  • Internal Services Team Lead

    May 2024 - Jan 2024