- Maintenance of 3rd party based e-commerce platform (based on HCL Commerce).
- Catalog management; publishing catalog items, image handling, product promotions, marketing activities.
- Backend web development of various e-commerce integrations using PHP, Python, SQL based databases, hosted on Azure PaaS.
- Business intelligence (sales performance KPI) and ad-hoc reporting support for internal stakeholders using Python frameworks, SQL based databases, Tableau.
- Technical incident management and vendor escalation management for platform related issues.

- Providing technical support to local and regional userbase.
- Product license management for external applications (incl. procurement, purchase order requests).
- Troubleshooting and escalation of 3rd party applications, legacy systems.
- In-house tools development using Python and PowerShell.

- 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.