Timo Pernu Email & Phone Number

Tampere, Pirkanmaa, Finland

Fostering world class customer support in a world class company. My responsibilities include Customer Support in EMEA and Asia, escalation layers globally as well as processes. Crafting the future of Customer Support together with the incredible team, in line with the corporate strategy.Gartner Peer Insights™ 'Voice of the Customer': Content Services Platforms report May 2024: Shared best Support Experience among the competition.

Helping M-Files customers flourish and benefit of their investment by providing high quality M-Files product support services at EMEA and APAC time-zones. Global process owner. Fostering proactive support work to enhance self help possibilities for the customers and partners.

Tampere

Responsible for strategically valuable M-Files customer support, including M-Files cloud service infrastructure maintenance (globally 2011-2014 and EMEA 2014 onwards).Establishing long term support strategies and capabilities:- Planned and implemented 24/7 customer service capability- Scaled up the support team from very small to highly proficient global organization located in Finland, USA and India- Recruited highly professional support staff and established teams: 1) Technical support team to provide professional customer support for M-Files products, 2) Cloud team able to implement, maintain and monitor hundreds of M-Files services and related infrastructure, 3) Support Consultant team able to deliver consultancy services for company's premium customers, 4) Managed Services team able to maintain and support customers' on-premise M-Files infrastructures, 5) Advanced support team to offer deep level product and technology related support for the other support teams.- Successful ISO 9001 certification for support- Established metrics for following up support trendsSupport process development:- Created and documented ITIL based support processes like incident management and service request management and established work instructions. - Participated in establishing cloud service management processes and documentation.- Process owner for support processesManaging daily operations of support organization in highly demanding environment (globally until 2014 and EMEA 2014 onwards):- 40-50% yearly growth in customer contacts- ca.12000 customer contacts in 2014- Hundreds of cloud services- Excellent customer satisfactionSupervisor of the team:- Supervised the whole global team until 2014 and after that the European team up to 20 highly skilled experts

Tampere Metropolitan Area

IT Service Manager (6 years): - IT Service Operations Manager at Nokia: Planned and managed a project to ramp-up tier 3 level 24/7 support for selected Nokia Ovi services in just half a year. Established operating processes and continued as Service Operations Manager. Successful implementation in a highly demanding environment and schedule. (1 year)- IT Service Operations Manager in Nokia's and Nokia Siemens Networks' critical internal IT services with 150 server infrastructure, and with support teams in several places in the world. (4 years)- Use Phase Preparation Manager in various software development projects. (1 year)Consulting unit manager at Tampere site and Product Data Management consultant (1 year)

Product Data Management system specification work in many Nokia projects.Manager of Tampere PDM consultant team.

Msc, Industrial Engineering, Biomedical Engineering, Electronics, With Distinction

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