Ahwoon Chan Email & Phone Number

Helsinki, Southern Finland, Finland

Helsinki Metropolitan Area

In charge of Communication/Media related tools and softwares, in addition to RPA and Dynamics 365. My responsibilities includes managing projects starting from bidding to project/go-live and maintenance phase in multi service provider environment. Understanding the needs of the business, providing a long term sufficient and on to point service in order to grow the business. Reporting directly to CIO.- CMS, Wordpress, HTML, Javascript- Dynamics 365 CRM developer- ClickDimensions- UiPath developer- Sharepoint, O365 Admin- MS Teams Admin- Gsuite Admin

Helsinki, Finland

Information Management Services. Project management and service management for multiple customers. Worked with analytics/BI and integration projects and application management services (AMS). Experienced in working with multiple stakeholders and vendors environments, leading both internal and external projects and maintaining customer relationships after project phase including development and environment maintanence. Also a good knowledge and hands on experience with ITIL and role of a scrum master.- Project management- Service management- Certified Scrum master- Integration (IIB, iSuite)- BI, analytics- Jira, Kanban, Scrum

Helsinki Area, Finland

I was responsible of assortment area of processes. Daily work included managing and being part of multiple projects, develop current IT processes within ITIL, plan and execute the road map of new software versions releases making sure their quality meet the requirements working closely with business partners. Besides the area of assortment I was assigned with working as the specialist of 3 other IT systems, managing them and developing processes on how to both coach and help the users. In all tasks the customers and users are the ones we serve; our goal was to provide better service easier.Due to my technical background and my own interests, I developed macros, used my skills in web designing (html/CSS) and finding or developing suitable tools making our team’s work more efficient e.g. cloud based solutions (Office365, Sharepoint) and VoiP (Lync).

Helsinki, Finland

Part of the system support team of the brand new system, software from Micros which was just newly introduced in the company. The system managed three different areas; space, assortment and budget which was widely used and crucial within the organization including real-estate market analysis and forecasts.My work included user support, training and both system and process development. A deep understanding of business processes in the organization, innovative thinking to produce new, but yet easy to apply working practices were essential.As we were lacking a reporting system, I built a simple reporting system coding with VBA.

Tampere, Finland

Device Customization, Customization technical development: Our team was responsible of making sure phones’ customization capability for mass customization. My tasks included variant development, building and testing as well as configuration/customization tools development. I did also build automation development with python/xml, debugged Symbian code and used tools as CM Synergy and Rational Change.Project: In-channel Consultative retailer customization service design and customization tool feasibility studies. The project included retail business models and retail capability development as well as customization tools feasibility studies. I led the project with our Senior manager and designed proposal for the steering group.The project was part of my master’s thesis work.

Finland

Collecting medicines, cashier. Also, my personal duties were making administrative reports and trends analysis of current sales. This was a part-time job along with the studies.

Finland

I worked as a technical support for S-group and 3rd party companies (e.g. Fujitsu). My duties included fast-paced IT problem solving and troubleshooting; ITIL, ITSM.End to end incident management of all reported incidents through to resolution, coordinating the activity of all internal resolver groups and 3rd party suppliers as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs.Responsible for answering all calls to the Service Desk within the SLA response times.Providing first level service desk support to end users by remote, telephone and email support in addition to a high level of first time fix for all incidents. Provide root cause analysis and troubleshooting ensuring that all data is accurate and up to date.Recording all incident details and resolution activity into the Service Desk tools (BMC Remedy ITSM). Escalating incidents to the next level of management or technical support where SLA timescales are reached and ensuring regular communications updates are provided to the customer until incidents are resolved. Summer Job

Finland

Monitoring queues in IT Solutions and Services, reporting for team leaders.I was responsible of monitoring the tasks and tickets of the expert teams. My duties included reporting and prioritization of the tickets based on their urgency (SLA/KPI). Also, planning and developing solutions for decreasing the amount of queues and ensuring and improving the service levels. During the time I got familiar with BMC Remedy (ITSM suite), Lotus notes and worked with Excel Macros (VBA) to build up a easy and effective statistics keeping track of the incidents.Summer job

Master Of Science In Technology, Telecommunication, Industrial Economics

Major: Telecommunications; Networking Minors: Industrial Management and Economics, User-Centered Telecommunication (Communications.

The Flexible Study Rights Agreement

Designing and Managing the Supply Chain Management of Project Business Programming I (C++)

Education record

Activities and Societies: Tutor