Thomas Dolmer Nielsen

Experience

• 

  Kuwait Petroleum (Danmark) A/S

  Jan 1994 - Jan 2005

  ● 1. og 2. level IT Support (Incident & Problem): Windows, Linux, Hardware (Client PC & printers, POS systems), In house developed appllications● Hardware implementation 24/7 Sales and service to customers from the Servicecenter at the HQ of Kuwait Petroleum (Danmark) A/S,

  • IT Supporter

    Jan 1998 - Jan 2005

  • Sales and service

    Jan 1994 - Jan 1998
• 

  KMD

  Dec 2005 - Mar 2015

  ● Incident and Change coordination● KPI analysis● Management reporting● CAB representative● Testing of changes to and new releases of the ITSM tool● Facilitator of "whiteboard-meetings" (LEAN-based)● Support and assistance to process owners● SPOC for all ITIL related issues and questions from team members● Communication to stakeholders ● Incident and Change coordination● Internal Auditor (ISO/IEC 20000:2005, ISO 9001, DS484)● CAB representative● KPI analysis● Management reporting● Testing of changes to and new releases of the ITSM tool● Support and assistance to process owners● SPOC for all ITIL related issues and questions from team members● Maintaining and updating process documentation● Maintaining and updating Standard Operating Procedures● Communication to stakeholders ● Interviewing staff/coworkers● Workshops and info meetings facilitation● KPI analysis● Management reporting● SPOC for all ITIL related issues and questions from team members● Communication to stakeholders ● 1. og 2. level IT Support (Incident & Problem): Windows, Linux, Hardware (Client PC & printers, POS systems), In house developed appllications● Hardware implementation● Maintaining and updating process documentation● Maintaining and updating Standard Operating Procedures● Management reporting● ITIL training.

  • IT Process specialist

    May 2013 - Mar 2015

  • IT Process Specialist

    Sept 2011 - May 2013

  • IT process specialist

    Jun 2009 - Sept 2011

  • IT Supporter

    Dec 2005 - Jul 2009
• 

  Netgroup A/S

  Jan 2016 - Jan 2017

  Change Manager

  ● Change Management● Incident Management● Ensuring compliance of agreed policies, processes and procedures● SPOC for Change related questions and issues (coworkers & customers)● Escalation point for Incidents & Changes● Process development● Process optimization● Automation of processes.● Maintaining and updating process documentation● Maintaining and updating Standard Operating Procedures● CAB facilitator● Training & Education of staff, including preparation of materials● Communication to stakeholders Show less

• 

  GlobalConnect A/S

  Feb 2017 - Jul 2022

  Change Manager

  ● Change Management● Incident Management● Major Incident Management● Process Owner ● Process improvement & optimization● ITSM Tool Development● Reporting● ServiceNow Implementation● ServiceNow Administrator