Marcus E. Email & Phone Number

After working as a technician, I transitioned to the role of coordinator. My primary responsibility is ensuring the timely delivery of our services to customers. On a daily basis, I oversee the handling of cases, ensuring that they are correctly categorized, and the appropriate status is assigned according to our service level agreement (SLA). I work closely with our IT technicians and other technical teams to ensure smooth operations.This role requires a high level of coordination and administration, and I interact with various stakeholders both internally and externally. It is my responsibility to keep the support team updated on the flow of support tickets, alerts, and updates. Additionally, I maintain regular contact with customers and coordinate with internal departments such as Technical Account Managers, Account Managers, Delivery, and Consultants to ensure that they are up-to-date with the support team's activities. In essence, my role is the "spider in the web" that keeps everything connected and running smoothly.

I was employed as an Operations Technician in the recently established "IT department as a service." My main responsibility was to manage and provide support to Telia's new and upcoming businesses, ensuring that they were up-to-date and compatible with cloud-based solutions such as Azure & M365. I handled support cases from users who required assistance with various issues, ranging from basic tasks like password changes to more complex ones such as implementing backup solutions. I even worked with "Shadow-IT" when necessary, so that our customers' work was not impacted.

Stockholm, Sverige

As a member of the IT team at Plan International, I worked in a first-line support and service desk capacity. My primary responsibility was to ensure that all IT systems and technologies were functioning correctly for our users and the office.

Rissne

During my time at SEB, I held the position of controller and with a team responsible for overseeing the bank's systems. Our primary objective was to ensure the smooth operation of everything from Swish to the internet bank. We utilized a case management system and worked through a queue system to manage our responsibilities.

During my tenure at Bonnier News, I was employed as an onsite technician tasked with providing technical assistance to all of their newspapers situated on Gjörwellsgatan. My primary responsibility was to work through a case management system, where individuals would email or call in to create cases regarding various problems. Initially, I would attempt to resolve issues remotely, but if a resolution was not possible, users would have to visit me onsite for further support.

Stockholm, Sverige

Worked as an onsite technician at Trafikverket where I was employed to roll out computers with Windows 10. I helped the employees with the new operating system and was the one responsible for the problems that arose for the users in connection with the rollout. In addition to this, I also helpension with other matters at SL/Trafikverket.

Stockholm, Sverige

At Macrent Hyrcentralen, I worked as an Apple service technician. On a daily basis, I had contact with customers, worked based on internal case management systems, received spare parts, repaired computers and telephones. Sometimes I also went out to customers onsite and helped with everything from various server and backup solutions.I am a certified Mac and iOS technician since December 2017.

Stockholms Län, Sverige

At Teleperformance AB, I underwent training in iOS and OS X, after which I was assigned the role of a technical advisor. Initially, I provided technical support and advice specifically for iOS-related queries and issues. Later, my role shifted to OS X / macOS-related support. Within four months, I was promoted to the position of senior technical advisor, where I handled more complex iOS/OS X cases that the first-line team was unable to resolve.

Stockholm, Sverige

Under denna period så stod jag i baren, köket och serverade mat.