Professional Summary
Experienced customer service specialist with over 20 years in support, incident management, and system administration. Proficient in ITIL, ServiceNow, and a range of technical tools and systems. Bilingual in English and Swedish with a proven ability to train, lead, and collaborate effectively within diverse teams. Dedicated to delivering exceptional service and solving complex problems through process improvements.
Professional Experience
System Developer
Created tailored applications across multiple platforms to fulfill client requirements. Optimized workflows to boost system efficiency and enhance user experience.
ServiceNow Developer
Developed customized applications on the ServiceNow platform to meet customer needs. Enhanced workflows to improve system efficiency and user experience.
ServiceNow Developer
Created, customized, and maintained applications on the ServiceNow platform. Trained teams in best practices and effective use of ServiceNow features.
Incident Manager / ServiceNow Administrator
Managed and resolved incident reports within SLA timeframes. Conducted internal training on ServiceNow usage and updates. Documented system changes and improvements to meet business goals.
Incident Manager / System Tester
Coordinated system updates and tested features for quality control. Managed and resolved incident reports within SLA timeframes. Documented user feedback and implemented system improvements.
Customer Service Advisor
Delivered exceptional service in a sales-oriented, inbound customer support role. Handled customer inquiries, offered tailored solutions, and supported team training.
Team Leader – Customer Support
Led a team managing technical support and delivery issues for B2B customers. Improved customer satisfaction by streamlining support processes.
Key Competencies
Customer Service
Technical Skills
Management
System Administration
Education & Certifications
ServiceNow Certified Administrator
Includes micro-certificates in Virtual Agent, Flow Designer, Service Portal, Agile Management, and more.
ITIL Foundation Certification
Foundation level certification in IT Service Management best practices.
Database Administration & Programming
Comprehensive training in database administration and programming fundamentals.
Facility Management
Ongoing education in facility management principles and practices.
Volunteer Work
Founder & Secretary
Established and managed organizational activities focused on non-violence and community building.
Vice Chairman
Led regional gaming association activities and community engagement initiatives.
Vice Chairman
Managed gaming community organization and coordinated member activities.