Siim T.

Experience

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  U-Stuudio OÜ

  Nov 2003 - Jan 2007

  IT Specialist

  U-Stuudio is an artisan shop of the talented Urve Sikemäe, who is creating handmade applied arts of glass, porcelain, silk and chiffon - from trinkets to wearables to interior design elements. Being a fan of her work I committed to helping out on all kinds of IT matters, that may affect a small enterprise – installing software and hardware, maintaining printers and consulting on network issues; I also was their photographer and image editor for webpage and cataloguesTasks/assignments:• Create and maintain IT solutions related to communications (branding, web page, e-mail)• Image editing, catalogue update and maintenance• Provide support for software and hardware issuesMain accomplishments:• As an industrious artist Urve created new ideas and items of applied art regularly – so to reach a broader audience and showcase her work we created a dynamic web catalogue, that she would be able to maintain herself. This was my first big IT project where new branding, web page and e-mail was set up, web-hosting and development prices negotiated and maintenance schoolings given to set them up for an independent journey Show less

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  Firetrust Limited

  Sept 2005 - Feb 2007

  Application Administrator in E-Mail Security Area

  Firetrust is an IT company based in New Zealand, that provides a range of anti-spam software productsTasks/assignments:• Database monitoring• Service maintenance• Error reporting• Data correctionsMain accomplishments:• By systemizing working procedures I gained more free time to spend on more tricky cases, which altogether resulted in more work done with more quality and being awarded best worker of the month on many occasions

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  Swedbank

  Apr 2007 - Jul 2011

  Swedbank is a leading bank in the Nordic and Baltic regions with 7.3 million private and more than 547 000 corporate customers.I was responsible for the leasing, hire purchase and consumer factoring applications in the Baltics; as well as their connected services: property and life insurance, fuel credit card transactions, debt management and othersTasks/assignments:• Application owner on IT side – accountable for service availability, reliability, continuity and performance, reporting to business owners and IT managers• Primary product expert with application lifecycle and integration understanding, main contact person/consultant for business owners and other operations teams; responsible for service documentation (recovery plans, application maintenance manuals, release documentation, regression test scenarios); provide operational level conditions for SLAs and OLAs• Change owner in release management process• Team lead for application administrators – managing workload, assigning tasks, reviewing work ethics and correctness, teaching technical skills, introducing best working processes • Service model owner in configuration management• Register, review and approve bugs• Register, control, escalate and solve incidents and problemsMain accomplishments:• Quality/time/cost ratio of releases was significantly improved – while during 2008 a quarter of changes caused new issues after implementation, then since 2009 the percentage was already 17 and in 2010 only 3 percent• I took on extra roles in the product lifecycle (initiator, analyst, project manager, developer) in order to achieve usability improvements and increase automation - this helped to drastically reduce the workload, error rates and cost of service for the business side as well as the back-end maintenance teams Show less I was responsible for the timely delivery of resolutions to IT-specific user requests and I participated in software quality assurance in the leasing, hire purchase and consumer factoring areas.Tasks/assignments:• Solving data and configuration change requests, creating and running reports in databases, registering and solving IT incidents/problems• Maintaining services (restarting procedures, performing data integrity checks, scheduling tasks, configuring changes)• Testing changes• Requesting automation/improvement of services and maintenance activities• Reporting about service request and service usage statisticsMain accomplishments:• By enforcing detailed investigation of incidents’ root causes we were able to detect and solve many pervasive problems and improve procedures• Rolling out new clearly communicated service level agreements with well defined user request categories/prioritization and deadlines we were able to drastically improve user satisfaction• Pre-release communication was greatly improved, so also users on grass-root level would be informed of what exactly and when would be changed and how it would affect their work. Users also gained an overview of in what stage their ideas and proposals were in the development process Show less

  • Service Manager in Supplementary Financial Services Area

    Nov 2008 - Jul 2011

  • Application Administrator in Service Management Area

    Apr 2007 - Oct 2008
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  Nortal

  Aug 2011 - Jul 2015

  Applications Manager

  Nortal is an international software development company operating in both the public and private sectors in several regions of the world.I joined the company to help customers get things up and running once the development phase had been completed.Main tasks/assignments:• Service manager / product owner / technical Lead / SPOC for different IT services and applications• Release management, planning and approving changes• Ensuring fulfilment of and real-time reporting on agreed SLAs• Giving consultations on best practices and working methods, using my expertise in ITIL processes and continuous service deliveryAchievements:My main accomplishment was working out effective solutions for providing services to a varied customer base with vastly different IT applications and needs. Having a wide knowledgebase in IT development, customer support and monitoring tools, I managed our company's internally critical applications (Atlassian stack) and our customers' applications such as various invoicing systems, e-signature and contract management services, postal service applications and advertising solutions. We were able to relieve the development teams from a lot of work and at the same time we never needed to expand our own team Show less

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  Grid Group AS

  Jul 2015 - Mar 2021

  Service Manager

  Grid Group - which ceased operations in 2021 following a partial acquisition from an IT development agency (Avalanche Laboratory) - was a company that provided a wide range of services in the field of IT management and operations.My task at the company was initially to design universal and subsequently also tailor-made IT service packages, so that all day-to-day system management responsibilities of our customers could be met on an on-demand basis.Main tasks/assignments:• Defining working procedures, setting up and configuring technical solutions• Evaluating customer bids, drawing up SLA terms and conditions• Acting as Service manager/IT operations product owner and head of steering committee for vastly different applications in different industries• Ensuring agile communication flows and escalation processes• Managing 1st level support and serving as 2nd level escalation point• Organizing skills & routine trainings for our coworkers and customers• Fulfilling the roles of project manager and SQA lead for various endeavorsAchievements:We succeeded in bundling hosting, system and database administration, monitoring, 1st and 2nd line support, system analysis, application administration, and even day-to-day activities such as application-based reporting and billing into standardized and streamlined service packages, making us the first service provider on the market to offer complete, cost-effective solutions covering all aspects of IT operations Show less