Kari Hara

Experience

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  Oy IBM Ab

  May 1990 - Sept 1992

  Technical Support Engineer
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  Nokia Telecommunications Oy

  Oct 1992 - Aug 1995

  Main duties included recruitment of new people due to fast growing business. In addition to this, SW testing, development of testing processes etc. Taking care of MSC/HLR software testing before customer delivery. Testing included global software features and customer specific features. After testing, software upgrades to customer's network. Part of the work included also development of testing and system environment and tools.

  • Delivery Testing Group Manager

    Jan 1994 - Aug 1995

  • Delivery Testing Engineer

    Oct 1992 - Dec 1993
• 

  Nokia Telecommunications Ltd. UK

  Sept 1995 - Nov 1996

  Technical Support Engineer

  Technical support for the company’s main customer in United Kingdom including SW testing together with customer representatives, software upgrades, bug fix installations and link between R&D and customer service organizations. In addition to these, 24/7 emergency service for customer.

• 

  Nokia Networks Oy

  Dec 1996 - Jan 2002

  Several positions in Customer Services

  12/96 – 11/97 NSS Group Manager 12/97 – 12/98 GSM/PMR Section Manager1/99 – 12/00 Manager, Product Competence1/01 – 6/01 Operations Center Manager FiBaRu7/01 – 1/02 Manager, Product Competence FiBaRuActing as a Head of organization in multicultural environment, which at maximum consisted of 60 persons. At first, customers were in Finland but when the business expanded, also in Baltic countries and in Russia. Duties included also: - network maintenance activity planning together with customers- SW/HW updates and upgrades project planning together with customers- team management issues, competence development, recruiting and resource planning- resource based cost planning and follow up- call center resourcing- participation of service tendering and sales negotiations Show less

• 

  Nokia Networks Oyj

  Feb 2002 - Mar 2007

  Technical Support Product Manager

  - global technical support pricing model creation- global work time booking and reporting development- technical support service description creation- knowledge sharing to the local technical support organizations

• 

  Nokia

  Apr 2007 - Aug 2013

  Senior Performance Specialist

  - concepting of global end-to-end Key Performance Indicator (KPI) for case handling process- development, testing and publishing KPI monthly results- target setting for KPI’s- monthly follow-up meeting with local organizations- running of case handing improvement projects

• 

  Nokia Solutions and Networks Oy

  Sept 2013 - Sept 2017

  Senior Performance Manager, Global Service Delivery

  - concepting of global end-to-end Key Performance Indicators (KPI) for software upgrade service- development, testing and publishing KPI monthly results- monthly follow-up meeting with different organization units- running of performance improvement projects- target setting for KPI’s- improvement proposal creation for used tools and processes- participation of Quality reviews meetings and improvement projects- report and report environment development support for case handling - Outage related reports - Customer reporting - ad hoc reporting support for management Show less

• 

  Danske Bank

  Feb 2018 - now

  Customer Experience Manager