Suvi Oinonen Email & Phone Number

I currently work as a Project Manager/Consultant at Gofore Lead.The last 2,5 years i have worked for a large Finnish municipality as an IT Production Manager. I'm responsible for selected IT services including e.g. the following tasks: Management, planning, control and supervision of the production services of the designated area of responsibility, incl. ITSM processes.Management of system/service compliance with the contract.KPI metrics, escalations and complaints, communication​​.Operational and tactical ICT service provider management.Assembling an overall view of information management for supplier management (e.g. utilization of PMO and small development reports)​​.Reporting of the IT production status.Supporting important/challenging tenders and projects regarding ongoing services​​.Receiving projects for production, supporting implementation and quality assurance. Supporting the budget planning of continuous services and forecasting. Monitoring the implementation of the existing technical continuity and recovery planning.Development of IT operation models.

I worked as Senior Project Manager for Case Management system related projects. Current customers were from public sector, including Finnish government agencies and large municipalities. Projects included e.g. delivery of case management, electronic archive and information management systems, integrations, consultancy and training. Many projects have included also data migrations from previous systems. My main responsibilities were to make sure that projects are delivered with high quality and fulfills the requirements from customers within budget and schedule. Päätehtävinä projektinhallintatehtävät asianhallintaratkaisuun (Innofactor Dynasty asianhallinta) liittyen. Asiakkaat ovat olleet ensisijaisesti julkisesta sektorilta, kuten valtion liikelaitokset ja kaupungit.

Finland

I worked as Project Manager for Case Management system related projects. Primarily customers were from public sector, including municipalities and healthcare districts. My main responsibilities were to make sure that the projects are delivered with high quality and fullfils the requirements from customers within budget and schedule. Depending on the size of the project, I also acted as trainer, which helps to understand the customer needs in more detailed level. In this position, I have had a chance to learn how different customers at public sector executes case and information management. Päätehtävinä projektinhallinta ja koulutustehtävät asianhallintaratkaisuun (Innofactor Dynasty asianhallinta) liittyen. Asiakkaat ovat olleet ensisijaisesti julkisesta sektorilta, kuten kunnat ja sairaanhoitopiirit.

Finland

My main task is to make sure that customers have suitable tools for Quality Management. I act as a Project manager for Quality Management Software delivery projects and as a Team Leader for consultancy team. During the last couple of years I have worked with different kind of customers from different industry segments, from small to large size companies.

Consultancy and project management

Finland

I have had a chance to consult in many projects in which multiple Lotus Notes databases that have been used for document management, deviations (safety, environment) handling and auditing, are replaced with Sharepoint based quality management system. The consultancy work has been very versatile; from project mgmt best practices to ways of working and solution configuration.

Managing a program in which IT Service Management tools with integrations to 3rd party solutions and processes were to be renewed. As part of the program, also LAN Management tools and processes were to be developed and changed. The main tasks consisted of managing the program’s day to day operations and progress, budget follow-up, acting as a change authority and main contact point towards stakeholders from business and IT. The amounts of users affected of changes were approx. 1000.

I worked as a team manager in global IT Service Management processes and tools team. The team’s main responsibilities were developing the global ITSM tool, support processes and reporting. The team supported the ITSM tool and trained new user groups from business and IT. The ITSM tool was integrated into 3rd party support tools which created more complexity into the supported ITSM environment.

My main responsibilities were in developing support processes: Incident Management, Request Management, Change Management, Knowledge Management and Call Management through projects and line organization work. I was also responsible for developing and supporting Service Management reporting that was done via Cognos reporting tool. I delivered training sessions for new user groups from business and IT and coordinated the key user network.

My main responsibilities were coordinating and managing outsourced Helpdesk services. I participated in the service delivery weekly meetings, developed the end user support services together with selected vendors, kept up to date Helpdesk instructions and managed customer feedback.

I was managing the Global Helpdesk team that was responsible for UPM Helpdesk services for end users in Europe and Asia. I was responsible for day to day operations of the team. I coordinated the resolving of major incidents, took care of escalations towards 2nd level and 3rd level support teams and vendors. I was also the closest manager to the team. The team consisted of 7 persons, working in the Helpdesk and User Administration.

I was working in the global Helpdesk team as a specialist. I was receiving support requests from UPM end users via email and phone. The target was to resolve as much as possible support requests within the agreed SLA.

Bachelor Of Business Administration (B.B.A.)

Secondary School Graduate, Matriculation Examination