Johnny Jessen

Experience

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  Mobilix

  Nov 1999 - Jul 2002

  Hotline Advisor

  Providing professional support to private customers on subscriptions, handset specifications, and network coverage.

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  Bispebjerg Hospital

  Aug 2003 - Oct 2005

  Course Coordinator

  ¤ Planning and coordinating new course initiatives across 5 hospitals in the greater Copenhagen area.¤ Testing and implementing completely new course management system for more than 2000 employees across 5 hospitals. I was also in charge of educating hospital staff to use the new system to create and update courses.¤ Course planning and administration in collaboration with teaching staff¤ Handling communication between teaching staff and course participants to ensure a professional experience. I would also gather and analyse feedback to use for course improvements. Show less

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  LN Eurocom Tele Services A/S

  Nov 2005 - Jul 2006

  Dell Business Supporter

  ¤ Provided both hardware and software support for small and medium business customers on Windows XP. Hardware support includes RAM failure, motherboard failure and hard drive failure.¤ Coordinating tasks between technicians and customers to ensure a high level of service and a professional experience for the customers

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  Telia Danmark

  Aug 2006 - Oct 2009

  In my job as Telia Helpdesk supporter I was part of a 5 person team which supported the entire Telia Denmark organization, including shops, with around 800 people with both hardware and software support on Windows XP and MS Office 2003. I also helped support external companies which Telia Denmark used for customer service and sales support.¤ Creating, administrating and disabling users in various systems used by the Telia Denmark organization. Systems included Active Directory, Lotus Notes 6.5, Exchange accounts in Active Directory, PeopleSoft and Security tokens (VPN).¤ Provided phone support, onsite support or solving trouble tickets in our ticket system (Request Tracker). Issues would range from simple problems like password reset to more complex issues involving several departments.¤ I coordinated several project ranging from simple projects like changing trouble ticket system, to more complex projects implementing new department wide software, involving several teams and departments across the organization. My job was to facilitate a smooth communication between all parties involved while always keeping the end user in mind.¤ I co-wrote the job add for a new helpdesk support position and was part of the hiring process of new helpdesk employees. Show less

  • Helpdesk Support

    Jan 2006 - Oct 2009

  • Internet Support Specialist | Customer service Backoffice specialist

    Aug 2006 - Dec 2006
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  DONG Energy

  Dec 2009 - Dec 2010

  Servicedesk Support specialist

  At Dong Energy I was part of a team which offered both hardware and software support for all of Dong Energy's 6.500 employees on Windows 7 and Microsoft Office 2007 and 2010.¤ Provided 1st line support phone support as well as onsite support or through HP openview/HP Service Manager. ¤ Creating, administrating and disabling users in systems used by the Dong Energy organization. Systems included Active Directory, Exchange accounts in Active Directory and Security tokens (VPN).¤ Provided 2nd line support for Microsoft Office 2007 / 2010. Show less

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  IBM

  Mar 2013 - Jun 2014

  Student helper - IBM Service Delivery Management

  ¤ It was my responsible to contact project members to ensure that only relevant work to that specific project was registered and to report any unusual amount of hours to the service Delivery Manager.

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  Nets Denmark

  Sept 2015 - Feb 2016

  Helpdesk Support

  In Nets Helpdesk I was part of a Nordic team with colleagues in Sweden, Norway and Finland in a multicultural organization of approx. 2000 employees. We offered both hardware and software support for all users onsite or through HP openview/HP Service Manager. ¤ Provided Windows 7 and Office 365 support for all users as well as support for various android mobile phones and Iphones.¤ Creating, administrating and disabling users in systems used by the Nets organization. Systems included Active Directory, Exchange accounts in Active Directory and VPN access.¤ Creating and updating new and existing work processing in collaboration with other department across the organization Show less

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  Nets A/S

  Feb 2016 - Feb 2018

  NemID Serviceprovider Support Consultant

  ¤ As a NemID Serviceprovider Support Consultant I'm part of a small team of 4 people who acts as administrator for NemID across the Nets orginzation. Assignments consists of creating and administrating employee certificates (Medarbejdersignatur) for Nets employees as well issuing and maintaining company certificates (Virksomhedssignatur).¤ Supporting NemID serviceproviders by phone or mail with assignments ranging from but not limited to creating NemID parameters used to call the NemID services, troubleshooting serviceprovider issues and supporting and guiding new and existing customers on how to use the various NemID services.¤ 3rd level support for POCES (private NemID users) and MOCES (employee certificate users)¤ Creating and handling incidents and change requests in ServiceNow, both in relation to NemID service providers and 3rd level support.¤ Participating in 2 major projects within Customer Services, Sap Service Platform and BS API. I functioned as super user for NemID services on intergrating and adapting the SAP Service Platform to our needs and acted as the link between project management and users.On the BS API project I helped create the processes which is being used to create and support our new BS API customes. Work processes were created for both our customer facing services and our internal services. Show less

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  Nets Group

  Feb 2018 - Dec 2020

  Operator - IT Service Management

  Key reponsibilities and tasks● Single Point of Contact for customers and towards our internal stakeholders● Incident Management● Handle events originating from our monitoring system CA UIM and HPOM● Core team for all system surveillance activities and handling of all incidents in Nets● Update customers on status and progress during incident handling,Resolve Incidents or escalate them to higher tiers within Nets or to external vendors● Optimizing alarms for monitoring● 24/7/365 shift rotation in order to support Nets Operations● Optimizing alarm handling processes for easier first time right actions Show less