The Service and support function at NCH deliver support to all of our hotels as well as our headquarters in Sweden and Norway. Number of employees is approx 16.000 and nearly 200 hotels. The support team consists of 12 employees and the function is part of the NCH technology (IT) team. My role is to lead the support team and to be part of the technology management team. Since I begun as Manager of the service and support function I have lead a major improvement change of the support function. Taken it from being a premature function to being a more mature function with the ability to deliver top class service. The team was decentralized located in both Norway and Sweden when I joined, which now are centralized in SE as part of the improvement journey of the support function. Today the support team work in a more structured and effective manner and gives our customer a higher level of service and follow up. This has been made possible by introducing clear roles and responsibilities as well as implementing and working with a LEAN mindset and by the ITIL framework and of course by continuous knowledge improving activities. The key of our success is a motivated, autonomous and skilled team with a high level of energy, self confidence and the guts to try something new and to have fun at work!

Head of VIX NE support and operation function. Since i started at VIX the main scope for me have been to improve how we deliver service to our customers in the NE region to bring value to their business. In line with this we have defined and implemented ITIL processes and introduced a global ITSM tool (Frontrange) and organized staff in accordance with ITIL best practices by function. As line manager i am responsible for personnel, development plans, project management, support strategy, ITIL and the daily operation service and maintenance of customer, as well as our internal, infrastructure. I am also an active member in the VIX NE management team.Our offering is to deliver products and service to support the delivery of front office units and the ticketing software to public transportation such as SL Access in Stockholm. Our customers are SL Storstockolms lokaltrafik (SE) Waxholmsbolagen (SE), Västtrafik (SE), Ruter (NO), Brakar (NO) and some smaller installations in SE.

Project mission - packaging of the service of how to set up a new outlet for the Atea customer Coop KF and to establish a work process. The package consists of how to perform site surveys and how to set up the outlet IT infrastructure i.e. servers, switches, wan/lan, cash registors, card terminals, hand scan units and stations, recycle stations, inventory solutions etc.

This is the same position as at Cision, Infopaq acquired parts of Cision. I went on maternity leave during my time at Infopaq, from 200909 to 201010. Before i left I was co-manager in the project which meant to separate the acquired part of the business, ie infrastructure, applications and users.

Scope of the assignment was to create a customer and service web portal. Which would be used as an internal reference area for all customer related documents. Stakeholders of the portal was the Service desk as well as the KAM, TAM and Sales functions at Telecomputing. Each client card in the portal was built with the same structure containing the customer contracts, SLA's, services, contact lists etc. i.e. all needed and relevant documentation to support the customer in the most effective way.

Defined separately.

Kungsleden had a outsourced Citrix environment via TeleComputing. During my time as consultant at KL i co-managed the infrastructural projects with TC one of which was to incorporate approximately 300 new employees in the KL infrastructure. This was due to that KL acquired a real estate management company during this period, the transition project was a success. The project scope was to move data, users, hardware, software to be included in the KL infrastructure. I lead the project of upgrading the current KL website this work was done together with Halvarsson & Halvarson and was created via CMS - EPiServer platform. I was also responsible of the IT onsite support and to document routines and perform internal training and perform introductions to IT for new employees etc. Responsible for the KL Intranet update and develop the site.I supported marketing department with press releases and uploads on the Cision web portals and worked closely with Cision (at the time called Observer)

Assignment at IBM's SPOC - Single Point of Contact as Support Technician. Worked with dispatch and escalation of issues as well as with improvement of work procedures. I.e. created work instructions, routines and process documents. Participated as UAT resource in the eESM Tivoli (IBM ITSM tool) implementation project as well as in the roll out of the system within IBM.During the last months of this assignment the SPOC was moved to Ireland and i had the responsibillity of training the new SPOC team members in SPOC Ireland.

Short assignment at Transcom/Tele 2 Kungsör as support technician for Internet and broadband customers.

Web responsible and systemadministrator of the CRM system Caesar. Worked with sales and marketing as assistant. wrote quotations, created sales material such as brochures and technical documentation.I was the local onsite support technician for computer and application issues. Helped finance with customer invoicing and accounting. This position started as an internship assignment to transfer data from their old CRM to the new - Caesar - was hired in 1998. Left the company for studies in 2002.