Björn Andersson Email & Phone Number

Stockholm, Se

Leda o driva digitaliseringsarbete Leda o driva organisationsförändringarLeda o driva verksamhetsförändringarAnsvarig för strategiska, taktiska och ekonomiska beslut.Rekrytering och konsultköpDriva upphandlingar och agera beställare enligt LOUIT säkerhetsarbete och informationssäkerhetsarbete (GDPR, NIS2, SSKL)Statistiska rapporter

Solna And Huddinge

Ansvarig för leveransen Servicedesk, drift och förvaltning.- Verksamhetsutveckling och organisationsförändringar- Arbete med egen ledningsgrupp och deltagare i högre ledningsgrupp- Upphandlingar enligt LOU- Arbete med IT och Informationssäkerhet- Effektivisering av arbetssätt- Olika rapporteringar- Delta i och genomföra revisioner- beställare/kravställare mot leverantörer

Stockholm, Sweden

Stockholm, Sweden

- Delivery- and Budget Accountability for Application Operation.- Supports the area with vision and strategy for application lifecycle management- Lead and coach the Technical Solution Responsible (TSR) and Application Technicians in cooperation with their Group Manager- Participate in Steering Groups together with representatives from Development- Secure that Operational requirements are considered early in all initiatives- Actively participate and manage Sourcing decisions within the Service Area.- Together with System Area Responisble, establishing Service Level Agreements (SLA) towards the Businesses and Operation Level Agreements (OLA) within the area, in cooperation with Infra services, Infrastructure and Support and secure that the deliveries are in line with the Agreements- Management Team

Stockholm, Sweden

Employed as Senior Manager Consultant and assignment as Manager at Swedish Taxeoffice until 2016-09-23.- Personnel for 22 technicians in 2nd /3rd line. (Windows, Unix, Linux, VMware, Postmaster, IT Security)- Digital transformation by developing e-services at www.skatteverket.se- Termination and recruitment- Management team- Streamlining- Salary reviews- Labor law- Reporting- Budget- Statistics

Stockholm, Sweden

Install, upgrade, configure and administrate ITSM toolInstall and uppgrade Windows serverInstall and uppgrade SQLVirtual serversITSM/ITILTroubleshootingReportsConcultancyRDPLDAPSLA

Stockholm, Sweden

Assignment as Service Desk ManagerMain tasks: - Assigment as Servicedesk Manager.- Incident and Problem handling.- Convene and record meeting.- Reporting /statistics.- Improve processes. - Strategic planning.- Documentation. Other tasks:- Monitoring- EducationsAccomplished:- Increased understanding for importance of logic flow in servicedesk tool.- Presented statistics for showing areas of improvement. - Shortened lead times for telephone queue, talk, incident lifecycle and time for first solution.- Increased amount of solved incidents at first contact and amount of satisfied customers.- Reduced amount of reported incidents and problems by using request fulfillment.- Increased focus in publishing KB articles and KE

Stockholm, Sweden

Assignment as Servicedesk Manager at Unionen.

Stockholm, Sweden

Main tasks: - Managing Technical Support and System Administration department.- Securing operation and ViaPlay streaming service.- Streamline work with Development, Platform, Asset and Product department.- Plan work during none office hours (scheduling)- Incident, Problem and Change handling.- Convene and record operation meetings.- Reporting /statistics. Other tasks:- Personal Development Appraisals- Improve methods and processes. - Strategic planning.- Documentation- Monitoring- Recruitment.- Educations.- Invoicing.- BudgetAccomplished:- Increased understanding why operations and servicdesk work must be documented in tool and by that being measurable. - Set up and implemented Incident Process and RCA.- Trained team in Incident Management and RCA methods.- Presented statistics for showing areas of improvement. - Shortened lead times for incident lifecycle and time for first solution.- Increased amount of solved incidents at first contact and amount of satisfied customers.- Suggestion for strategic plan of infrastructure operation.- Increased focus in publishing KB articles and KE - Recruitments of technical staff.

Stockholm

Main tasks:- Close collaboration with Servicedesk. 2nd and 3rd line technicians, Service Delivery Managers, Operation Manager as well as Incident-, Problem- and Change Management V2 + 3.- Responsible for Operation Meetings with 20-30 technical specialists, Change Manager and Incident Manager.- Internal and external meetings with managers at different levels on regular basis. - SLA, Metrics and KPI reporting to both internal and external stakeholders. - Proactive work by trend analyze and monitoring.- Convene operations meetings with 20-30 technicians.Other tasks:- Documentation in servicedesk tools like TFS, Jira, Remedy, SM7.- Review and agreement understanding. - Education within ITIL processes.- Make daily work more efficient. - Concrete agreements.- Transformation and transition stakeholder.Accomplished:- Developed and managed Problem Process and method for RCA.- Streamlined service delivery.- Increased focus in proactive work by monitoring and trend analyze and by that less incidents.- Together with Incident Manager develop and manage MIM process (Major Incident Management)- Streamline operation meetings by more individual focus. - Revise template for project submission (transition and transformation)

Stockholm, Sweden

Main tasks:- Consult assignments with general objective to streamline work; follow up SLA and KPI but also educations. - Assignment as Change Manager at SBAB for setting up Incident and Change Process.- Assignment as Service Manager at Fortum. Other tasks:- Incident Manager and responsible for SLM- Assignment as Change Manager at SBAB- Sell consulting and upsellingAccomplished:- Increased understanding why operations and servicdesk work must be documented in a tool and by that being measurable. - Set up and implemented Incident Process and RCA.- Trained team in Incident Management and RCA methods.- Presented statistics for showing areas of improvement. - Shortened lead times for incident lifecycle and time for first solution.- Increased amount of solved incidents at first contact and amount of satisfied customers.

Stockholm, Sweden

Main tasks:- Coordinating and prioritize work within servicedesk- Contribute to increase selling by more effective IT solutions in stores.- Continuously improve and manage routines and processes. - Plan work at none business hours (scheduling)- Close work with IT Manager and supplier. .- Peripherals and OS system field service.- Setting up and manage service catalogue. Other tasks: - Invoicing and purchase.- Handling agreements. .- Vacation planning. - Inventory.- SLA Accomplished:- Increased understanding why operations and servicdesk work must be documented in a tool and by that being measurable. - Set up and implemented Incident Process and RCA.- Trained team in Incident Management and RCA methods.- Presented statistics for showing areas of improvement. - Increased amount of solved incidents at first contact and amount of satisfied customers- Shortened lead times for telephone queue, talk, incident lifecycle and time for first solution.- Increased focus in publishing KB articles and KE

Stockholm, Sweden

Main tasks:- Meetings with Operation Manager and IT outsourcing partner at regular basis.- Present areas of improvement for IT to support departments.- Setting up and develop Servicedesk function- Setting up and develop processes and routines. - Coordinate and prioritize work.- Present different statistics. Other tasks:- Hardware replacements according to leasing agreements- Improvements in operations and management.- Participate in operation meetings.- Renew and establish leases.- Scheduling- Educations- Invoicing. - Inventory.- Logistics. Accomplished:- Increased understanding why servicdesk work must be documented in tool and by that being measurable. - Set up and implemented process for servicedesk.- Trained team in servicedesk process.- Presented statistics for showing areas of improvement. - Increased amount of solved incidents at first contact and amount of satisfied customers- Shortened lead times for telephone queue, talk, incident lifecycle and time for first solution.- Increased common knowledge within IT /support by training / information meetings for departments.- Streamline logistics and installations

Stockholm, Sweden

Main tasks:- Education and work abroad (England, France, Germany, Denmark)- Setting up and develop servicedesk function - Setting up processes and routines.- Field work at customer site.- Contact with supplier.- Setting up testcenter. Other tasks:- Purchase.- Invoicing. Accomplished:- Setting up servicedesk function.- Proper functioning testcenter.

Stockholm, Sweden

- Work with suppliers and customers. - Improve technology in products. - Work at fairs.- Educations.- Prizing

Stockholm, Sweden

Main tasks:- Service technician working both at customer and in servicecenter.- Trouble shooting hardware and software.- Telephone support- Permissions.- Installations. Other tasks:- Invoicing.- Purchase. Accomplished:- Setting up servicecenter handling installations and troubleshooting.- Technicians on schedule.- Informal teamleader role.

- Service in servicedepartment and at customer site.- Troubleshooting.- Installations- Support