Henrik Thörn Email & Phone Number

El Segundo, Ca, Us

Los Angeles, California

Implementing ITSM. Adding Atlassian tools including Jira Service Desk and Confluence. Providing fast paced and customer focused support. Member of global Major Incident Management response team.Global Corporate IT Major Incident Management & Track Lead

Montreal, Quebec, Canada

Worked across all IT disciplines and accountable for the management of the Major Incident Management (MIM) process as well as the Problem Management process. To ensure that IT services are restored as efficiently as possible, or, to prevent incidents from happening as well as minimizing the impact of incidents that cannot be prevented. The last five months I also managed the IT Service Desk at the studio. Specific accountabilities will include: • Major Incident Management • Problem Management (& Continuous Service Improvement)• Root Cause analysis • Post Incident Reviews • Knowledge management in relation to services, suppliers and service failure impact assessments

Greater Los Angeles Area

Worked for Scandic Hotels from Los Angeles. Delighted that I was able and allowed to continue supporting this great company. Time difference and distance matters less in a connected environment.

Stockholm, Sweden

I took over a well functioning, highly professional and motivated group. We reorganized the IT-department two months later where we downsized the Service Desk by 25%. We were still able to keep the good SLA and response figures thanks to improved routines, scripts and knowledge transfer.

Stockholm, Sweden

When I became Incident Manager at Scandic’s IT-department in March 2012 we had a high number of unresolved tickets and broken SLA's and dissatisfied end users. Together with my Manager and the team we set up daily, weekly and monthly goals for every individual and for the group. A couple of months later we were at the level we wanted to be at. Implementing the ITIL processes helped us achieve the goals that we had set up. Today the Servicedesk is a well-functioning team with happy employees. The Servicedesk has taken on more responsibility as they expanded from supporting only key systems and infrastructure to be the IT SPOC.

Stockholm, Sweden

1st line IT support for all Scandic hotels (160 hotels in 7 countries)

Stockholm, Sweden

Managed the daily operations in the Front Desk at one of Stockholms larger hotels.