Experience

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  Volvo it

  Sept 2012 - Aug 2014

  It support engineer

  • IT Support in English for Volvo Group employees in everyday incidents (front line support) • Solving problems related to the IT systems and infrastructure • Support for systems in the Volvo Group companies (software installation and configuration, self-diagnostics and troubleshooting) • Managing user accounts and permissions to network resources and information systems

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  Credit suisse

  Aug 2014 - Sept 2018

  • Leading team that coordinates migration of end user to advanced voice technology • Leading team responsible for service transition and early adopter phase for new desktop products, e.g. Window 10. • Adopting a continuous improvement methodology to increase efficiency and service quality • Effectively managing and prioritizing workload of the team. • Communicating with stakeholders and business leads in client’s locations to ensure delivery and success of the team. • Providing in-depth support and leads problem solving and implementation efforts for specific Workspace services • Aligning best practices and operational processes with global partners. Adherence to procedures to maintain quality and professionalism Show less • Deputizing team leaders • Deputizing subject matter expert • Working with Service Delivery Manager to standardize processes for L2 desktop teams• Deep dive analysis of service performance and launching various initiatives for service improvement • Creating reports related to service performance, reporting results to peers and higher management • Support management of Major Incidents • Troubleshooting software issues on end-users’ computers • Remote investigation, resolution and escalation of all incidents which affects user desktops • Providing technical expertise, cooperating with software vendors • Allocating tasks, projects, initiatives, checking progress Show less

  • IT Voice Infrastructure Command Centre Lead

    Dec 2017 - Sept 2018

  • IT Infrastructure Level 2 Desktop Support Specialist

    Aug 2014 - Nov 2017
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  Atos

  Sept 2018 - now

  - Drive the change process framework adherence- Establish processes for new activities introduced to technical groups- Act as an interface between process, technical groups and customer- Act as escalation point to expedite process- Analyse trends, anomalies to identify potential issues and opportunities for improvements- Drive common Continual Service Improvements programs with focus on automation- Ensure that end-to-end KPIs are reported, and their targets are met- Perform process reviews, monitor and measures process performance- Prepare and keep up to date the process documentation Show less • Lead Technical Application Management team that consist of 12 engineers• Delegate technical responsibilities and monitor the progress of projects• Set both team and individual objectives and monitor results• Organize and drive recruitment of the team as per business requirements• Build and maintain business relations with stakeholders (customers, end users, peers, management)• Ensure service meets business needs and is delivered in accordance with agreed business requirements• Recommend changes to processes to ensure continuous improvement, driving optimization of the services• Carry out periodical assessments of the subordinate team on a regular basis and evaluate operational efficiency of the team members Show less

  • Process Manager

    Aug 2020 - now

  • Team Manager

    Sept 2018 - Aug 2020