Matti Ketonen

Experience

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  TTT Technology Oy Ab

  Jun 2008 - Feb 2009

  I was going to be the administrator of the Finland branch office's, and I was for few months. Handling data centers and 200 clients plus all the "normal it stuff".The economic situations changed in the industry, and fortunately I was asked to come to work in the M-Files Corporation. After some negotiations I ended this work relation much sooner than I had planned. I was going to be the administrator of the Finland branch office's, and I was for few months. Handling data centers and 200 clients plus all the "normal it stuff".The economic situations changed in the industry, and fortunately I was asked to come to work in the M-Files Corporation. After some negotiations I ended this work relation much sooner than I had planned.

  • It Systems Administrator

    Jun 2008 - Feb 2009

  • It Systems Administrator

    Jun 2008 - Feb 2009
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  M-Files Corporation

  Mar 2009 - May 2020

  My position is to be the lead person in designing and developing solutions that advanced resources team produce.Along the position I am expected to guide and mentor newer employees into designing proper M-Files solutions.This position is instrumental for ever growing business to have senior M-Filer's opinions and instructions to meet the complexity of customer needs.On daily base I do write some C# code, review others code, and design workflows and data structures. Manager of a consulting unit. My responsibilities are to be the higher level knowledge, make sure every one of my consultants have enough things to do, and assign correct persons into cases that require their specialties. As well I am supporting my consultants in their M-Files related problems.

  • Manager, Americas Support

    Nov 2018 - May 2020

  • Technology Advisor

    Mar 2014 - Oct 2018

  • Technology Arvisor

    Apr 2013 - Mar 2014

  • Consulting Unit Manager

    Sept 2010 - Apr 2013

  • Systems Specialist

    Mar 2009 - Sept 2010
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  Beyond Identity

  May 2020 - Oct 2023

  Set up customer support and incident management processes from ground up to scale for enterprise-level global 24x7 support, as well interviewed and hired talented people to my own team as well other teams. Collaborated directly with VP-level to ensure time resolution of escalated engineering issues. Managed key accounts directly as their direct point of escalation. Designed and implement processes for onboarding and offboarding as well set up IT inventory. Ensured timely deliveries of company equipment for the new hires and return of the departures. Show less

  • Director, Support & IT

    Feb 2022 - Oct 2023

  • Technical Support Manager

    May 2020 - Feb 2022
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  Element5

  Feb 2024 - May 2024

  Sr. Manager, Client Support

  Element5 has a unique need for their support services as they run automation for customers and there are not many end users. I am doing a three-month consultative work managing customer-facing support and separating their current support to be more established as a site reliability engineering structure. The business needs to bring in industry-standard terminology and improve E5’s processes to enable more autonomous problem-solving on all L1/2/3 tiers. One key initiative is to hire a local US-based SRE team to handle the meeting of some HIPAA regulatory requirements from key customers. My experience with IT project delivery and incident management helps the organization to establish a world-class incident management process including the hyper-care phases. My direction to steer the KPIs and SLAs to measure relevant metrics and drive the business development. Show less

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  Strickland Solutions

  Sept 2024 - now

  Senior Solutions Architect