- Provided assistance with project management and execution of EDI (Electronic Data Interchange) related projects, including communication with vendors and customers.
- Managed internal and external change for EDI projects to ensure smooth transitions and successful outcomes.
- Implemented and troubleshot EDI implementations, focusing on Peppol and EDIFACT standards within SAP ERP or other 3rd systems.
- Developed custom scripts using Python and PHP to enhance system functionality and automate processes.
- Handled daily operational tasks related to incident management, ensuring prompt resolution and providing assistance to internal teams (customer service, sales, and other business units).

- Maintained and managed a e-commerce platform (HCL Commerce), ensuring seamless performance and user experience.
- Handled catalog management, including publishing catalog items, image handling, product promotions, and marketing activities.
- Developed backend web integrations for the e-commerce platform using PHP, Python, SQL-based databases, and Azure PaaS (Platform as a Service).
- Troubleshot backend issues connected to the platform, which integrated with SAP ERP system.
- Provided business intelligence (sales performance KPI) and ad-hoc reporting support for internal stakeholders using Python frameworks, SQL-based databases, and Tableau.
- Managed technical incidents and coordinated with vendors to resolve platform-related issues, ensuring minimal impact on operations.

- Stepped in to assume technical responsibilities for a previous team member, ensuring the continuity of vital tasks and projects.
- Introduced structure and organization to the department, which had previously lacked an established framework.
- Overhauled and rewrote documentation, resulting in improved clarity and understanding for team members.
- Provided guidance and proposals on implementing efficient structures within software license management.
- Maintained a comprehensive list of custom applications, ensuring accurate records and easy access for the team.
- Coordinated software needs and requirements with business users to better align technology with organizational goals.
- Served as the primary contact with external vendors and providers for software purchases and licensing issues.
- Troubleshot and resolved software issues, including legacy applications with limited documentation.
- Developed custom tools and scripts using Python and PowerShell to enhance system capabilities and automate processes.

- Providing technical expertise for the design, integration and maintenance of IT solutions.
- Installation, configuration and maintenance of Microsoft Windows Server 2008/2012/2016 in a multi-customer datacenter environment.
- Installation, configuration and maintenance of Microsoft Exchange Server and Microsoft Lync/Skype for Business Server for several enterprise customers.
- Pre-sale technical advisory for new customers and/or changes to existing service delivery.
- Web development and promotion of self-created applications (ordering portal; change management portal; other internal tools).
- Installation, maintenance, configuration of backup systems (primarily based on CommVault).
- Configuration, administration, technical advisory of cloud services (Microsoft Azure, Microsoft 365, Office 365).
- Installation, configuration and maintenance of single sign-on integrations using Microsoft ADFS (Active Directory Federation Services).
- Installation, configuration and maintenance of Linux-based infrastructure services.
- Systems maintenance, integration and development using PowerShell, HTML/CSS, JavaScript, PHP, MySQL.
- Troubleshooting and maintenance of system integrations, 3rd party applications, legacy systems, e-mail archiving solutions.
- 3rd line support incident/escalation management.
- Active participation in transition and transformation projects.
- Cooperation with the ITSM team, development or change of existing internal change/problem/incident management flows.

- Providing high quality customer service & technical support to enterprise customers via phone and e-mail, in both Swedish & English languages.
- Analyzing end-users issues and trying to solve them on first contact, otherwise act as SPOC (Single Point of Contact) and forward the issue as per procedures to another department(s).
- Working with Active Directory (AD) and administrating Windows Server 2003 & 2008 and Exchange Server 2007 & 2010.
- PowerShell & AD scripting.
- Monitoring on-going cases, provide updates to the end-user as quickly as possible.
- Monitoring & analyzing team’s results and provide feedback accordingly.
- Maintaining a Sharepoint-based knowledge base.
- Monitor & improve customer satisfaction, SLA and KPI targets.
- Participate in task force meetings in case of major incident, as well as weekly chief advisory board and monthly service delivery meetings with the customer(s).
- Provide training and support to new employees.

- Providing high quality customer service & technical support to enterprise customers via phone and e-mail, in both Swedish & English languages.
- Analyzing end-users issues and trying to solve them on first contact, otherwise act as SPOC (Single Point of Contact) and forward the issue as per procedures to another department(s).
- Working with Active Directory (AD) and administrating Windows Server 2003 & 2008 and Exchange Server 2007 & 2010.
- PowerShell & AD scripting.
- Monitoring on-going cases, provide updates to the end-user as quickly as possible.
- Monitoring & analyzing team’s results and provide feedback accordingly.
- Maintaining a Sharepoint-based knowledge base.
- Monitor & improve customer satisfaction, SLA and KPI targets.
- Participate in task force meetings in case of major incident, as well as weekly chief advisory board and monthly service delivery meetings with the customer(s).
- Provide training and support to new employees.

During my time at Arvato, I worked with two different projects; Microsoft End User Fulfillment & ASUS. Main responsibilities/tasks were:
- Delivering high quality customer service to customers by phone and e-mail in English, Swedish and Russian; handle their inquiries regarding software replacement, order status, general marketing inquires and complaints.
- Troubleshooting customers issues with different products (notebooks, routers, PDAs, etc.) in Swedish and English languages, over the phone and by e-mail.

- Troubleshooting customers technical issues with their GPS devices (handheld, mobile software, PC suite, etc.) in Swedish, English and Russian, over the phone and by e-mail.
- Managing cases using a Customer Relationship Management system; MS Dynamics CRM.
- Escalating issues as needed and maintained communication with customer and technical teams (Tier II).
- Contributing to the knowledge base by adding useful hints & tips, customer feedback, screenshots, update existing procedures, etc.

- Designing, implementing and maintaining a web chat using HTML/CSS, PHP, JavaScript, MySQL and AJAX (asynchronous communication between server and end-user).
- Implementing functionality including: automatic flood and spam protection, curse word protection, hierarchical user privileges, reporting and mass account management, as well as coordinating efforts of a web designer and chat support operators.
- Tracking users complaints and suggestions through live chat, e-mail and a bulletin (forum).
- Promoting the website using banner exchange networks, search engines, link catalogs and sold banner ad-space.