Anders Beckvall

Experience

• 

  Telelogic

  Jan 1992 - Jan 2002

  Nordic Support Manager
• 

  Helens plåtslageri

  Jan 2002 - Jan 2004

  Plåtslagare

  Worked as plater at Helens Plåtslageri,

• 

  QlikTech Nordic AB

  Dec 2004 - Apr 2008

  Technical Support Engineer

  Incident Handling********************• Register incidents received by web, e-mail and phone in the CRM system.• Classify incidents based on severity and priority• Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents• Investigate and resolve incidents with no known solution• Collaborate with other team members to assist them with resolution of incidents• Contribute to the Knowledge Base• Incident Escalation• Collaborate with Senior or Principle Support Engineers on complex cases when appropriate• Replicate and log reported bugs in bug tracking system• Escalate cases to Escalation or R&D Engineers when required Show less

• 

  QlikTech International

  May 2008 - Mar 2011

  Incident Manager

  The role of Incident Manager is to work on a global basis with the corporate support team and to keep track of all incoming incidents. Making sure that they move fast enough through the system, making sure that the other Support Technicians get the resources they need to solve the incidents.An Incident Manager has the responsibility for:• Driving the efficiency and effectiveness of the Incident Management process• Producing management information• Managing the work of incident support staff (first- and second-line)• Monitoring the effectiveness of Incident Management and making recommen-dations for improvement• Developing and maintaining the Incident Management systems• Managing Major IncidentsDeveloping and maintaining the Incident Management process and procedures. Show less

• 

  QlikTech

  Apr 2011 - Dec 2018

  Technical Support EngineerIncident Handling********************• Register incidents received by web, e-mail and phone in the CRM system.• Classify incidents based on severity and priority• Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents• Investigate and resolve incidents with no known solution• Collaborate with other team members to assist them with resolution of incidents• Contribute to the Knowledge Base• Incident Escalation• Collaborate with Senior or Principle Support Engineers on complex cases when appropriate• Replicate and log reported bugs in bug tracking system• Escalate cases to Escalation or R&D Engineers when required Show less I am the key person between support and some of our key account customers.Main tasks:************* * I am the primary point of contact, this means that I have help our accounts with regards to all issues around Technical Support and beyond.* I have performed weekly calls regarding ongoing issues* Incident handling - restoring the disruption in service as quickly as possible. Including registration and classification of the incidents and investigation/resolution of them.* Research available solutions or provide new solutions* Solved problems to find the underlying issue of incidents; including root cause analysis and work around. Show less

  • Technical Support Engineer

    Apr 2013 - Dec 2018

  • Designated Support Engineer

    Apr 2011 - Mar 2013
• 

  Hypergene

  Dec 2018 - now

  Applikations- och Supportspecialist på Hypergene

  Som applikations- och supportspecialist tillhör jag vårt servicecenter som består av åtta mycket tekniskt kunniga personer. Tillsammans arbetar vi för att öka kundnöjdheten genom att säkerställa en snabb och effektiv hjälp vid varje kontakt med servicedesk. Utöver detta hjälper vi även till med förvaltningen av Hypergenes kundlösningar. Våra kunder består av allt från myndigheter och kommuner till företag som TV4, Svenska Spel, Volkswagen, Expressen och HSB.Arbetet består till stor del av att hantera kundrelaterade ärenden. Det kan innebära rådgivning gällande våra kunders lösningar, utveckling av rapporter och konfigurationer, felsökning av integrationer och regelverk samt att arbeta med datamodellering och SQL. Jag ansvarar för mina egna ärenden och följer upp att ärendena behandlas inom utsatt tid. Show less