My job title is System Specialist, and my work duties consist of outsourced support delivery by phone, email, remote access and onsite support at customer sites in the small and medium enterprise sector (10 - 500 workstations). The work is primarily biased towards supporting the Microsoft Windows 7, 8 and 10 operating systems, the Microsoft Office 2007/2010 and Office365 suites and third party applications and solutions. The onsite support duties also consist of equipment maintenance, configuration and repair. In addition, the troubleshooting, configuration and maintenance of mobile devices is a part of my duties, as is the creation and maintenance of user- and email accounts, and also occasional maintenance of server environments.

I began work as a Technical Account Manager (TAM) on February 1st 1999 for Microsoft OY Finland. During the first 4 years my only customer was the largest Nordic bank with headquarters in Finland. I managed all of the banks technical support issues for Microsoft products and coordinated onsite visits for support engineers in addition to providing onsite technical support myself. I also was a part of the deployment teams for the bank’s Windows 2000 Active Directory and Exchange Server 2000 deployment projects and the Office 2000 migration from Office 4.2. Between 2003 and 2007 I was the TAM for for a large Nordic IT service delivery organization and the largest Finnish bank and it’s service partner. My responsibilities remained much the same as above, and between 2006 and 2008 I was the full time onsite DTAM (dedicated TAM) for said bank. From 2008 onwards I managed both reactive and proactive support for several partners, organizations and large enterprise customers in Finland.

I started working for Microsoft AB Sweden on February 1st 1995. I was hired as one of the first Finnish Windows NT 3.5 support engineers at the Nordic support center in Stockholm. I supported several operating systems (Windows 95-98, Windows NT 3.x and NT 4), and from November 1996 to January 1999 my main responsibility was technical support of Microsoft Exchange Server 4.0 - 5.5 email systems for large enterprise customers.

My professional IT career started when I got a job at Falck Care A/S at their IBM HelpWare Hotline and OS/2 support hotline on June 1st 1992. My work consisted of providing phone support for both corporate and private customers for end customers. I supported the MS-DOS/Windows and OS/2 operating systems and also the IBM PS/2, PS/1 and Aptiva lines of computers and peripherals. In addition I supported the various applications that were delivered with the computer systems (Microsoft Works, Microsoft Office, games etc.). I mainly provided native language support to Finnish and Swedish speaking customers, and occasionally also to Norwegian and Danish end customers.