Alex Glavind Email & Phone Number

Aalborg, Nordjylland, Danmark

As part of my contract with Region Nordjylland, I am working within (but not limited to) the following areas:- Incident management- Active Directory Domain Services- Active Directory Federation Services- Public Key Infrastructure- WSUS- SCCM- DNS- Automation- Scripting- Process description- Documentation- Reporting- User guides and workinstructions for level 1, 2 and 3 technicians

Danmark

Working as an IT consultant, aiming to assist companies in maintaining their current IT and Network stack, or assist in development of their future IT strategy.Moving towards managed IT and Network ensures higher uptime, better security and more insight into your companies’ IT and Network stack.• Managed IT• Managed Antivirus / Malware• Backup solutions• Network design• Network administration• Network and physical security• Documentation• GDPR gap analysis and compliance• Web developmentConnect with me, or give me a call and let us have a chat about what I can offer your company.

Nordjylland, Danmark

Contracted as an Operations Consultant at the IT and Development Agency of the Danish Ministry of Taxation, I am using my expertise within the listed (but not limited to) areas to ensure a high quality of monitoring of servers and applications and potentially increase troubleshooting FTR (First-Time-Right) for 1st and 2nd level IT operations.• Zabbix consultant / Super Admin - including creation, documentation, and quality control of monitoring templates for servers and applications.• ITSM and SMS integration optimization for Zabbix• Platform reporting and ITSM integration in Microsoft Power BI• Grafana integration (including LDAP integration) and creation of dashboards• Creation of service catalogue • Incident management• Change management• Monitoring of server and applications - including SLA calculation• JIRA Confluence - documentation, and process description of internal processes• Ensure availability and quality of performance metrics for servers and applications to ease troubleshooting and validation

Ålborg Området, Danmark

Responsibilities • Incident management• Escalation management• Change management• Crisis management• 24/7/365 Surveillance of network and services, SLA customers - including preliminary troubleshooting• Monitor and handle external alarms from sites and buildings• Monitor firewalls• Manage load-balancers (Brocade and F5) and activate scripts• Monitor and mitigate DDoS attacks• Monitor and evaluate security threats towards network, applications and services.• RAN troubleshooting, 2G, 3G and LTE• Network access / Transmission troubleshooting, Fibre, WDM, Core switches/routers, Radio links• Analyse traffic/usage behaviour and data flow• Analyse KPI reports from sites and fix performance issues• Impact assessment of business-critical services and applications• Primary contact point (SPOC) for internal business units• Primary contact point (SPOC) for SLA and LA customers outside business hours• Roaming support for internal and external national/international partners• SMS, MMS and email support for internal and external national/international partners• 1st level technical support for Field Engineers• 1st level technical support for sub-contractors• 1st level PBX support• Verify solution after troubleshooting of network and services by internal and external partners• Verify solution after implementation of changes on network and services• Create, maintain and update documentation to improve department agility and efficiencyExtraordinary tasks/results• Up to 92% resolve rate for incidents in Telenor Denmark's network• Analyse historic incident data to improve future troubleshooting processes and success rate.• Assist managers in the recruitment process of new employees• Training and mentoring of new employees• Confluence space administrator - ensure alignment of documentation design and technical requirements.• Create communication templates (email, SMS and logging) to ensure homogeneous department communication and quality

Ålborg Området, Danmark

I was selected to the Night team because of my skill and ability to support the rest of the team. During my time in the team I was superuser on the systems and achieved great KPI results.After having worked in the team for about 6 months I was contacted for a position in SOC.Responsibilities • 2nd level technical support for DSL and Mobile Broadband (Business and Private customers)• Answer Customer Service-related questions (Business and Private customers)• Support tickets and emails• Solving administrative tasks• BtB sales (companies up to 50 employees)• BtC salesExtraordinary tasks/results• Assist manager in co-worker skill assessment• Assist co-workers in internal systems and processes• Assist co-workers in DSL and Mobile Broadband troubleshooting• Highest customer satisfaction and First-Time-Right % in the department• Superuser access to the systems to solve advanced administrative tasks.

Ålborg Området, Danmark

The previous team was dismantled after an organizational change, I therefore got my old position back + some extra tasks and some freedom to work with projects that interested me; Quality control and customer satisfaction.I also got handed all the advanced support cases because of my expertise in the area of Networking and IP.Responsibilities • 2nd level technical support for DSL and Mobile Broadband (Business• customers)• Support tickets and emails• Answer Customer Service-related questions (Business customers)• Coach employees in internal systems and processes• Coach employees in DSL and Mobile Broadband troubleshooting• BtB sales (companies up to 50 employees)• BtC salesExtraordinary tasks/results• Develop Quick Start Guide concept for Technicolor TG788vn v2 CPE to package with the CPE• Assist Digital Services in Mobile Broadband support on telenor.dk to improve self-help on the website• Assist Product Management in the technical aspects of implementing Vectoring for VDSL• Optimize processes for DSL and Mobile Broadband troubleshooting• VPN support for Enterprise customers• Analyse packet flow and develop VPN fix for large business customer using Technicolor TG788vn v2 in conjunction with their own equipment.• Quality control of DSL customers (customers with a high error% on the DSLAM was called to ask about their experience and potentially troubleshoot to reduce churn% – data was also used internally to support Product Management and Technical support in making better products and customer service)

Ålborg Området, Danmark

I applied for a position as Performance trainer which was a new team that was created under Customer service. The goal of this new team was to use the best and most knowledgeable employees within their respective fields to increase the skill level of Customer service and Technical support agents.This was also the time where some tasks were outsourced to a 3rd party, so I was sent to oversee that operation and assist in any way I could to ensure a high customer satisfaction.Responsibilities • Improve skill level of employees in DSL and Mobile Broadband support• (Business and Private)• Set goals for employees to improve performance• Manage target plans for employees, including follow up sessions• Coach employees in communicative skills to improve customer relation• Coach co-workers in DSL and Mobile Broadband technologies and support• Plan and conduct workshops for employees to better understand Telenor’s network, IP, Routing, DSL and Mobile Broadband technologies.• Optimize processes for DSL and Mobile Broadband troubleshootingExtraordinary tasks/results• Troubleshoot and develop fix for Apple Bonjour issue for ZyXel 2601hn F1 CPE, firmware ULC.6 in conjunction with internal development department• Stationed at call center partner, training, coaching and assessment of employee skills during outsourcing phase of certain tasks

Ålborg Området, Danmark

I applied for a position in the business department where I would have the possibility to put my skills to better use and further build my knowledge of Networking, IP and DSL/VoIP.During my time here, I acquired multiple extraordinary tasks that interested me at the time.Among those were a concept for a better and cheaper guide that was to be shipped with new routers.Furthermore I tested mobile broadband equipment and developed internal guides for 2nd level support as these were not present at the time.Responsibilities • 2nd level technical support for DSL and Mobile Broadband (business customers)• Answer support tickets and emails• Answer Customer Service-related questions (business customers)• BtB sales (companies up to 50 employees)Extraordinary tasks/results• Coach employees in internal systems and processes• Coach employees in DSL and Mobile Broadband troubleshooting• Assist internal departments with technical aspects of DSL and Mobile Broadband support• Create Quick Start Guide concept for new DSL customers• Attend internal ACS workshops to bring down ACS network traffic and provisioning• Develop Cisco AnyConnect workaround for Enterprise customers• Test Mobil Broadband equipment and develop internal support guides for 2nd level technical support• Optimize processes for DSL and Mobile Broadband troubleshooting• VPN support for Enterprise customers

Ålborg Området, Danmark

I was asked if I would like to try working as a tester for our internal applications.I got to experience the system from within and this gave me a good foundation to later become superuser.Responsibilities • Testing internal Customer Service applications• Developing test cases and scenarios• Reporting bugs and errors to developers

Ålborg Området, Danmark

This was my initial hire into Telenor Denmark. I worked closely with other departments to make the customer experience become even better.Apart form that, I engaged in some troubleshooting with Tellio as their customer were having issues with a special firmware version on our routers – I developed a fix for that that was later implemented in later firmwares.Taking ownership of- and standing by ones work has always been important to me and this was an option at Telenor.Responsibilities • 2nd level technical support for DSL and Mobile Broadband (Private customers)• Take ownership of troubleshooting with the customer to bring down calls to Technical Support and ensure a high First-Time-Right %• Assist co-workers in understanding internal systems and processes• Assist internal departments with technical aspects of DSL and Mobile Broadband support• BtC salesExtraordinary tasks/results• Optimize the OTO process (Order to Online) for DSL customers• Follow-up on colleague’s fault reports to improve quality and ensure proper ownership• Develop VoIP fix for ZyXel 2601hn F1 CPE, ULC.4 firmware for customers using external Linksys VoIP equipment in collaboration with Tellio

Ålborg Området, Danmark

I worked at TDC for a short while, during which time I got the fundamental knowledge of fixed services, that would later prove very useful in my career.The Aalborg branch was shut down, which was unfortunate as I was aiming for a quick advancement within TDC, but at the time did not have the economy to move to Århus.Responsibilities • 1st level PSTN technical support• 1st level Mobile broadband and Mobile Hotspot technical support• 1st level IPTV technical support• 2nd level DSL and VoIP technical support• BtC sales

Region Nordjylland, Danmark

I tried retail for a while, which gave me many good memories and experiences. Some of which I have drawn on later in my career and still draw on today.My goal at the time was to become regional manager, but later decided to pursue another career path in networking.Responsibilities • Assistant store manager• Manage employees and daily tasks• Handle return policies• Fruit and Vegetables responsible (including ordering)• Keep store clean and operational under the Danish Veterinary and Food Administration rules and regulations for retail stores selling food and produceExtraordinary tasks/results• Got picked by manager and regional manager to enrol in internal course to groom for deputy manager• Very high employee satisfaction with me as a manager• Training of new employees• Host employee workshops to improve service to improve customer satisfaction and loyalty• Host employee workshops to improve cleanliness of the shop to improve 1st time impression and customer satisfaction

Region Nordjylland, Danmark

I saw this opportunity to learn some practical skills and try working with some machinery as it used to interest me a lot when I was younger.I was working in a 5-man team with some very skilled tarmac surfacing engineers.I got to experience road work and surfacing, which were valuable life lessons.Responsibilities • Manual labour during tarmac surfacing with asphalt paver• Asphalt roller compactor operator• Broom tractor operator• Hydraulic hammer operator• Cleanup / sand spreading

Brønderslev

Responsibilities • Working only in stainless steel and aluminium• Assist in production of industrial machines, automation and robotics for the food industry• TIG welding• Grinding• Bending• Cutting• Drilling• Cleaning

Løkken

Responsibilities • Drive a Massey Ferguson 135 tractor on the beaches near Løkken• Sell ice-cream to locals and tourists from attached wagon• Sell waffles and ice-cream in Børsen (fast-food restaurant, same owner)

Løkken

Responsibilities • Prepare food a la carte and for big events (1 - 1000 customers)• Sales• Industrial cleaning• DishwashingExtraordinary tasks/results• Training of new employees• Handling the kitchen and shop in the Chef’s absence, including employee management

Løkken

Responsibilities • Stocking shelves• Helping customers• Handling sales• Cleaning the shop• Receive goods and manage warehouse• Mixing paint

Løkken

Responsibilities • Cleaning the butcher shop• Handling chemicals

Ccna, Icnd1 + Icnd2

Hhx, Hhx, Gymnasiel Uddannelse

Folkeskolen

Folkeskolen