Helene Barrett Email & Phone Number

Sweden

IT-Koordinator

Stockholm, Sverige

Stockholm, Stockholm, Sverige

Stockholm, Sweden

Gustavslundsvägen 151 C, Alviks Strand

Product Support for Baswares e-Invoice ProductsIncident Management handling 2nd line support for two of Baswares own P2P products.Support for endusers using a Supplier portal for invoicing, for Virtual Printer solution and e-invoicing via telephone and email.

Solna Frösunda

Service Desk Delivery Specialist, supporting function for Ericsson in local Service Desk in Solna.Primarily this role concerns with the day to day operational performance of the Service Desk from the HP Services side, and covers incident management control, problem management, change management and business extension implementation of incoming new service or applications. The SDS supports the Service Delivery Manager (SDM) in ensuring that organizational, operational, financial, quality and customer satisfaction targets are consistently met or exceeded within the assigned Service Desk.

Frösunda, Solna

Knowledge ManagementAs a Global Coordination member, involved a team of people working with customers request for application changes in CMDB and Knowledge Mgmt DB. Liaising Account IT Managers,responding and coordinating information from email from Service Managers and Global Requests (RFS) from Ericsson, HP and third party vendors.

IT Project Coordinator in Global Service Desk.Held local and global projects in accordance to IT Service Desk Standard Processes/Implementation.I was assigned a project concerning consolidating web chat support which included move from Bulgaria support to Malaysia and Costa Rica, covering 24/7 IT support for approx 20000 global end users. Apart from the consolidation the purpose of the project was to ensure that the KPI within 2 min of answering time for support, was accomplished. This meant finding information how the tool was built and to set up metrics in the tool to be able to measure the stipulated targets.

HP It Service Desk Stockholm- Analysis and Reporting on Customer satisfaction - Point of Contact for inquiries from customer - Quality Improvements - IT Processes- Sharepoint (Record Retention) administration for the account, IT Organization- Business Continuity Plan, Recovery Process in case of loss of location- Problem Management (Proactive) in Service Desk- Global Coordination teammember- Email correspondance with suppliers, Project participation

Stockholm, Sverige

Reporting SLA's (Service Level Agreements) internally IT Service Desk Stockholm.This gave me the chance to enhance my MS Excel and reporting skills as well as speeding- and automating standard reporting, serving both GSD and the Account Management.I also had the opportunity to initiate so called "Quality Groups" with members of people working in Service Desk. The purpose of this project was to engage in the agents ideas in Service Desk and to promote their innovative ideas to the upper management, with regards to proposed improvement areas.

Stockholm, Sverige

Mobile Extended Support - 2nd Line Application support for Mobile synchronization with Outlook and Remote Access Support for end users for the largest global account.During 2002 I was awarded by my managers for holding up the quality of support, even though the rest of the members of the team were taken from the support to new assignment.

Västberga Stockholm

1st Line Service Desk Agent at Ericsson IT Service Desk, Support Function for one of the largest accounts supporting 2500 PC applications for approx 20.0000 end users all around the world.

Waited tables in the A´ la Carte Restaurant and the lunch restaurant.

Swit Certificate, Microsoft Nt Technician

Activities and Societies: Term 1. Åsö Gymnasium - IT application wordprocessing, Term 2. InfoComp Pc computing, Datacomminication, LAN/WAN.

Gymnasium Third Year, Photography - Text - Communication - Impact, A Certificate

Social Linje, Sociologi