Antti Päivinen Email & Phone Number

Helsinki, Southern Finland, Finland

Senior ConsultantAtlassian Certified Expert (Jira, Jira Service Management, Confluence), Sales-Accredited Atlassian products specialist• Helping customer companies digitize their processes.• Providing consultancy for custom companies for Atlassian solutions (Jira, Jira Service Desk and Confluence).• Designing and configuring Atlassian based projects from start to finish - acting as a project manager (or part of a project team) to make everything happen.

Helsinki Area, Finland

Solutions Expert in Agile Enterprise Solutions TeamAtlassian Certified Expert (Jira, Jira Service Management, Confluence), Sales-Accredited Atlassian products specialist• Helping customer companies digitize their processes.• Providing consultancy for custom companies for Atlassian solutions (Jira, Jira Service Desk and Confluence).• Designing and configuring Atlassian based projects from start to finish - acting as a project manager (or part of a project team) to make everything happen.• Building Confluence based solutions: quality management systems, intranets, team/project documentation spaces, etc.• Building Jira based solutions: service desks (IT, HR, customer service desks).• Organizing workshops and training sessions for customers.

Helsinki

• Managing a global multinational Technical Support team of 20 people, focusing on the EMEA functions• Managing Technical Support team projects for developing and improving the Technical Support processes, KPIs, documentation and the ticket system software (current system: JIRA Service Desk, previous system: Kayako)• Driving the global Support team to meet the KPIs and to improve the results and customer satisfaction through analyzing the Support related data• Improving the internal communication and communication methods between the Technical Support team and other Blancco teams (Sales, Sales Ops, Product Management, Development).• Hosting Technical Support training sessions for Blancco personnel and external Blancco partners• Reporting Technical Support team related results and news to the upper managementAchievements in the role:• Drastically improved the response times to customers by more than 20%• Notably decreased the product delivery times to customers by more than 10%• Increased Customer Satisfaction rating by more than 20%• Created an internal escalation process for escalating demanding technical cases to senior Support personnel, Product Management and Development• Introduced publicly visible Support related KPI dashboards• Made Support related communication more transparent and efficient• The process improvements made it possible for the Support team to handle more than 20% yearly increase in the support and order tickets without raising the team's head-count

Joensuu

• Providing senior level technical support for Blancco customers; support ticket handling, phone support, remote support, email support• Customer-order processing (advanced orders)• Pre-sales: Assisting Sales in winning cases that require more advanced technical knowledge and providing erasure process planning assistance to sales prospects• Customer Account management• Organizing and hosting product training sessions• Managing, moderating and creating content for: Support related News articles, product releases and Blancco product knowledgebase: http://support.blancco.com• On-site data erasure tasks and customer visits all around the world• Taking part in product development: Bug reporting (JIRA) and feature request writing (Confluence)Achievements in the role:- Solved the most Technical Support tickets per year: Several years in a row- Delivered the most Customer Order tickets per: Several years in a row- Brought the Blancco Technical Support portal site to life: FAQs, News releases, documentation collection, etc.

Joensuu

• Providing technical support for Blancco customers; internal support ticket handling, phone support, remote support, email support• Customer-order processing• Providing assistance for Blancco sales personnel and re-sellers

Joensuu

• Handling IT support cases from Joensuu City employees and North Karelian Polytechnic students• Including: Remote desktop support, phone support, onsite technical support, hardware maintenance, operating system and software installations• User account management (Active Directory)

• Handling IT support cases from Joensuu City employees and North Karelian Polytechnic students• Including: Remote desktop support, phone support, onsite technical support, hardware maintenance, operating system and software installations• User account management (Active Directory)

• Handling IT support cases from Joensuu City employees and North Karelian Polytechnic students• Including: Remote desktop support, phone support, onsite technical support, hardware maintenance, operating system and software installations• User account management (Active Directory)