Kalle Windefalk Email & Phone Number

Stockholm County, Sweden

Stockholm County, Sweden

Stockholm, Sverige

Stockholm, Stockholm County, Sweden

In my role as KCS Program Manager, I contributed with the following experiences:• Development of the KCS methodology to maximize benefit and service.• Leadership in the implementation and continuous development of the KCS strategy.• Responsibility for developing accessible self-service articles based on best practices.• Role as advisor for optimization of support/service.• Creation of added value for users by developing the KCS framework.• Alignment of the KCS strategy with the organization's visions and core values.• Management and development of the guidelines for the KCS framework.• Establishment of a standard for KCS practice within the organization.• Analysis of the knowledge database to benefit product and service improvements.• Defining roles and structures to integrate KCS as a core competency.• Planning and designing a continuously improved user experience of self-service.• Maintenance and development of the content of the knowledge database to maintain the success of the KCS program.• Creation of a culture of knowledge sharing to shift focus from reactive to proactive support.

Stockholm, Sweden

As part of my work, I accomplished the following:• Developed self-service strategies to exceed expectations for support and service.• Set requirements for integrations towards Zendesk to optimize support.• Identified and addressed knowledge gaps for continuous resource development.• Assisted the team in structured troubleshooting.• Monitored technological advancements within service and support.• Documented standards, routines, and processes.• Supported the team in the application of the organization's core values.• Implemented new technologies that support omni-channel service.• Created automated rules and workflows for efficient case handling.• Evaluated and optimized existing support channels.• Created tools to support coaches in their work.• Integrated support flows between different stakeholders.• Evaluated and improved existing features, triggers, and automations.• Analyzed statistics and trends to plan proactive initiatives and improve services and products.• Continuously evaluated and improved processes for faster response and handling times.• Strived for proactive action and information to minimize the need for reactive support.

In my previous role, I achieved the following:• Recruited and coached service desk employees, coordinated and delegated tasks, and handled resource planning.• Produced project plans, created mission descriptions, and coordinated work with consultants.• Served as a Problem and Incident Manager in an ITIL-based organization.• Ensured set goals were achieved and the team followed the company's standardized and recommended ways of working.• Informed the business through texts, guides, fact sheets, and articles.• Managed the development of design and function in our case management system.• Collaborated with other departments to optimize workflows, routines, and processes.

Solna

As a Project Manager, I have contributed with the following experiences:• Leading both internal and external projects according to the PMO model.• Coordination of resources, tender work, and documentation.• Handling project planning, follow-up, and budgets, including creating budget forecasts.• Establishing and maintaining relationships through personal contacts and meetings with suppliers, customers, and project members.

In my previous role, I achieved the following:• Handled incoming cases via phone, email, and personal meetings.• Performed troubleshooting on various systems, including servers, clients, applications, hardware, smartphones, printers, conference equipment, and other company-specific systems.• Had specific responsibility for the documentation database and Apple products, as well as acted as a dispatcher.• Participated in various projects, the most comprehensive of which was the migration to Office 365 as one of the first 15 companies in the world, resulting in significant learning and valuable experiences.

Stockholm, Sweden

In my role as Support Technician, I achieved the following:• Responsibility for categorizing, classifying, and handling incoming cases according to ITIL principles.• Administration and support of various applications and services, including VPN, VNC, Citrix, Exchange, MS Office 2003-2010, and Active Directory.• Management of configuration, installation, and maintenance of both software and hardware for a range of devices and networks.• Specific responsibility for servicing users' computers, updating FAQs in the knowledge database, and compiling statistics.• Participation in projects involving communication, system testing, and monitoring, as well as technical support for the purchase of new software.• Nominated for Consultant of the Year in 2009.

Stockholm

In my role, I accomplished the following:• Responsible for sales and customer advice, focusing on sports goods.• Handled stock tasks, including inventory and order management.• Specifically in charge of the store's sound, lighting, and video systems

Stockholm, Sweden

As a Customer Service Representative, I achieved the following:• Responsible for receiving and handling orders, complaints, and billing inquiries, as well as providing support for digital-TV and internet equipment.• Experience working directly with customers in a retail environment, demonstrating installation and management of software and hardware.• Managed customers with protected identities and was responsible for the accuracy of information on the company's intranet in terms of language and layout.

Stockholm, Sweden

In my role, I achieved the following:• Responsible for resolving technical issues with phones.• Handled billing inquiries via phone and email.

Stockholm

As a Customer Service Representative, I achieved the following:• Responsible for receiving and handling orders, complaints, and billing inquiries, as well as providing support for digital-TV and internet equipment.• Experience working directly with customers in a retail environment, demonstrating installation and management of software and hardware.• Managed customers with protected identities and was responsible for the accuracy of information on the company's intranet in terms of language and layout.

Sweden

Itil Foundation V 3.0, Information Technology

Three-day course with theoretical exercises and final exam Course content Service Management, Service Lifecycle, Key principles and models.

Helpdesk

Single day event with practical exercises and interaction with other students Course content -The leadership role Expectations of you.

Windows 7 For Second Line Desktop Support Technicians, Computer Support Specialist

Three-day course with practical and theoretical exercises and final exam. Course content: Knowledge of the workflow for the role Support.

Audio Engineering/Music Production

Course content: Sound Theory: Acoustics, electricity, electroacoustics, analog and digital signal processing, audiology.

Certificate, Security

One-day course with practical and theoretical exercises. Course content: -Working in Reception -Service Service acumen, communication.

Diploma, Electronic Music Production

Course content: Basic Sound Theory: General sound theory, EQ, studio effects, dynamic processors, analog and digital mixing consoles..

Education record