JEANNA DIEDEN

1985-10-09

jeanna@readmymind.se

0730 20 51 35

Vickergatan 7

118 61 STOCKHOLM

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PERSONAL

Are you looking for a creative and ITIL experienced IT-woman?

I have been working with IT-support and IT-infrastructure for over six years and as an Incident manager the last two years and now I am looking for a new challenge.

I am an excellent coordinator with the ability to do planning and to delegate if necessary. Since I have worked with technical support for more than six years my technical skills are great and I am customer focused and service minded. I am a great team worker but also autonomous and enjoy responsibility.

I am looking forward meeting you for a personal interview!

SKILLS

Technical skills
Windows server, Aastra switchboard, op5 server supervise system, Active Directory, SCCM, system owner of our service desk system (Service Desk Plus), HTML, Symantec Backup Exec, installing clients and servers, MySql reports, system updates and server patching and much more.

Personal skills
Driven, creative, flexible, enjoys strategic thinking and planning, strong

communication skills, loyal, positive and humorous.

Languages

Swedish, english

Driving licence

CERTIFICATES

5047 - Introduction to Installing and Managing Microsoft Exchange Server 2007

6451 - Planning, deploying and managing Configuration Manager 2007

ITIL, IT Infrastructure Library (basic course)

Service- and support optimization.

CONFIDENCE ASSIGNMENTS

Ambassador for Spot and Tell www.spotandtell.se. I help them to organize events and do advertising in social medias.

Advertising and researching for TrueCaller www.truecaller.com

OWN PROJECTS

MATSUGEN.SE:This newly started project will be a social media integrated blog with recipes and restaurant reviews

#YARDSALE:This newly started project will be an exclusive yard sale with high attention in social medias.

SÖDERMALMSGUIDEN: An interactive guide to Södermalm

REFERENCES

Please contact me for references.

CURRICULUM VITAE

EMPLOYMENTS

Infrastructure and support technician, Incident manager, Coordinator

Aug 2007 - present

Anticimex, Stockholm

Anticimex has over 1 500 co-workers in six countries. At the IT department we are 17 people, out of which 5 at IT service operations. Our infrastructure is based on Windows XP, Microsoft Office 2007 and Windows server 2003-2008, MySQL and MsSQL.

- Technical support for all Anticimex co-workers. (Supporting IT and Telecommunications (1:st, 2nd and 3:rd line)

- Introduced and implemented ITIL (Incident and Problem management)

- Running smaller projects and activitys (eg. created a more effective way for our customer service to text with our pest technicians)

- Incident manager with delegating and follow-up skills (incident reports and availability reports).

- Organized ITIL workshops for the IT department, Created service catalogue, setting SLA.

- Responsible for IT purchases. Created a central purchase process instead of a local.

- Communication and information manager for the IT department.

- Documentation to prevent upcoming incidents or to make it restored as quickly as possible. (system and server maps eg.)

- Participated with technical skills in IT projects.

Support technician - Jun 2007 - Aug 2007

Göteborg Energi (via Adecco IT), Gothenburg

- Overall technical support for all Göteborg Energi´s co-workers

(1:st, 2nd and 3:rd line).

- Novell administration

Support technician - Apr 2006 - Jun 2007

AstraTech (via Dfind), Gothenburg

Astra Tech has over 2200 co-workers in 16 countries.

- Overall technical support for all Astra tech´s co-workers (1:st, 2nd and 3:rd line).

- Responsible for all subsidiaries.

Support technician - Sep 2004 - Apr 2006

TeliaSonera AB, Gothenburg

- Technical support for broadband (private and business customers), IP telephone, domain and webhotel.

EDUCATION
Mobila Gymnasiet, Stockholm - 2001 - 2004

- Media communications with concentration of photography, journalism and graphical design.