▶ Accountable for E2E delivery of IT services provided to pan-European Aviation Organisation.▶ Assisting in creation of strategies with senior management including Transformation and Obsolescence Programs. ▶ Implementing effective processes and standards, onboarding new services.▶ Overseeing compliance with regulations.▶ Managing customer key stakeholders and ensuring customer satisfaction.▶ Handling customer escalations and service improvement activities.▶ Planning and monitoring the day-to-day running business to ensure smooth operations.▶ Reporting on operational performance.▶ Mentoring and motivating staff, providing performance feedbacks.▶ Coordinating resource planning and allocation, interviewing and onboarding.▶ Evaluating the risks and leading quality assurance efforts.▶ Reviewing financial information and adjust operational budgets to promote profitability.

▶ Client focused role▶ Accountable for operational delivery▶ Accountable for project delivery▶ Management of Global Delivery Centers' costs and contractual agreements between Demand Country and GDCs▶ Final approver from project and delivery perspective of new proposals▶ Set strategy and build tactical plans for account▶ Engagement in tactical and operational customer meetings▶ Accountable for contractual delivery of the contract▶ Act as chairman and sponsor in internal project steering committees▶ Support sales activities▶ Ensure clear financial overview from delivery▶ Responsibility to work on improvements of CSAT

▶ Client focused role▶ Responsible for the Profit and Loss on the account▶ Responsible for the cost, revenue and outlook of the account finances▶ Build sales strategy and upsales cases▶ Invoicing towards customer responsible▶ Final approver for proposals, ensuring business case is in accordance with the contract and financially positive▶ Accountable for Demand Management team▶ Responsible for bid process engagements▶ Responsibility to work on CSAT improvements

▶ Responsible for delivery of all IT services provided by Atos to major Nordic logistics company.▶ Ensuring services are provided according to the highest quality standards and contractual agreements towards the customer.▶ A member of the account service team, participating in building the strategy. Also a member of the various project steering committees.▶ Reporting monthly SLA and operational deliveries to customer executive teams.▶ Managing IT operations with 100+ professionals with 24/7 support for customer’s most critical systems. Handling customer escalations, ensuring escalations are addressed and dealt promptly.▶ Identifying goals and objectives, motivating and leading others towards their achievement.▶ Responsible for maintaining customer satisfaction and identifying areas for the continuous service improvements. Optimizing the processes and constantly improving the efficiency.

▶ Customer Relationship Management, a customer-facing role for the delivered IT services, operational management of infrastructure services.▶ Worked with Service Delivery Manager to ensure CSAT and SLA achievement, also to gain the understanding of the client, the contract, the business context and the priorities of the account.▶ Attended service reviews and followed the appropriate actions.▶ Ensured the critical operating tasks are successfully managed along the contract lifecycle through the implementation of the relevant policies and standards including compliance against security policies.▶ Responsible for the Account operations, capacity planning and business backlog within the department scope and evolution requests, ensuring capacity and skills.▶ Drove the completion of the service acceptance and implementations, technical assurance and handover processes for all significant changes.▶ Created or validated the solution part of upselling proposals (volume, risk, standardization). ▶ Coordinated international teams working for different services and in different Global Business Units.

▶ Supported Global Operations team, resolved issues affecting service delivery.▶ Managed delivery of assigned orders to ensure timeliness and technical accuracy.▶ Coordinated turn-up activities with NOC, vendors and customers.▶ Actively assisted in the service order and cease processes. Provided regular feedback to procurement team.▶ Worked closely with 3rd parties to make sure all projects are delivered within planned cost, time, scope and quality.▶ Managed customer escalations, ensured escalations are passed and dealt promptly.▶ Responsible for maintaining level and quality of service and identifying areas for continuous improvement.▶ Established and optimized best working practices aimed at identifying and reducing risks to service operations.

▶ Managed overall operations within the Eastern Europe Region.▶ Coordinated the customer service process while adhering to the service level agreements.▶ Worked closely with the customer service team and together created methods to improve customer satisfaction focusing on ITIL standards.▶ Responded to all customer inquiries and resolved any issues brought forward.▶ Identified issues and improved processes within organization to increase customer satisfaction.▶ Managed regional suppliers and negotiate terms and conditions as well as pricing.▶ Provided technical support to the Global Network Monitoring Centre.▶ Supported the sales and pricing team by sourcing the most cost-effective solutions.▶ Ordered circuits and coordinated delivery. Supported Field Engineers during installations.▶ Conducted meetings and conference calls with the customers and suppliers to monitor satisfaction.▶ Configured and installed Cisco and Juniper devices.

▶ Spearheaded global network rollouts as an Implementation Engineer for major customers such as: Kelly Services and Crown Packaging.▶ Worked closely with a team of Solution Architects to implement a new or reconfigured network and monitored execution.▶ Created configurations according to the solution architect standards.▶ Configured and tested equipment while providing assistance for installations and resolving any system issues as required..▶ Performed in-lab proof of concept lab testing in addition to supporting pilot installations andpreparing configuration templates.▶ Liaised with customers to clarify technical details and provided updates regarding theirimplementation status requests.

▶ Established and developed solid business relationships with the clients.▶ Participated in conference calls with customers to ensure their expectations were met.▶ Created work instructions as per clients' requests. Effectively improved the building and configuration process.▶ Developed training tools and a procedure guide to train users on the hardware and software.▶ Supported Technicians and responded to all technical problems brought forward.▶ Worked in collaboration with the Engineering Team to diagnose technical issues and provide solutions.▶ Performed troubleshooting of Cisco equipment and IBM servers.▶ Built Cisco Routers and Switches, modified configuration files.

Temporary position as a Lead Computer Technician for migration of three hundred 3Com VOIP phones. Verify QA of Phone Migration to end user. Hands on experience with 3Com NBX 100 / Call processor.Install desktops and laptops, check system connectivity and printing capabilities, migrate clients data, communicate project status to customers. Provide technical assistance to computer system users.