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Projects

Proven Expertise in Project Development, Process Improvement, and Performance Enhancement

I have actively contributed to a range of smaller projects, demonstrating a robust track record in developing, implementing, and optimizing production processes. My hands-on experience and strategic approach have consistently driven successful outcomes. Additionally, I have proven expertise in process improvement and performance enhancement, showcasing my ability to manage complex IT projects with precision and efficiency.

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Saab Projects:
- Service Desk Optimization:

  • Established and optimized Saab’s L1.5 Service Desk team.

  • Guided and mentored the team through critical phases: Transition, Discovery, Assessment, Shadowing, and Go-Live.

  • Built essential resources and processes to ensure operational efficiency and success.

  • The original team started with 8 L1.5 agents, and due to its success, expanded to 21 agents over 6 months to fill the L1 Service Desk I created and managed.

 

- Process Documentation and Training:

  • Documented processes, procedures, and best practices to ensure consistency and knowledge sharing.

  • Created comprehensive training materials and facilitated engaging training sessions.

  • Enhanced team proficiency and service delivery, increasing First Contact Resolution by 23%.

 

- Elastic Search Implementation:

  • Led the implementation of Elastic Search with minimal disruption to service desk activities.

  • Configured and tested the implementation, and conducted training sessions for agents.

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- Internal Portal Development:

  • Actively discussed solutions, processes, and design for an internal portal to assist users with incidents.

  • Included functionalities like password reset, account information, asset information, and more.

 

Scania Projects:

- Nexthink Implementation:

  • Led the implementation of Nexthink into ServiceNow.

  • Performed incident and root-cause analysis, and created knowledgebase articles.

  • Analyzed and optimized processes, leading to a 16% increase in First Contact Resolution.

 

- Process Optimization:

  • Analyzed and optimized IT service desk processes to enhance efficiency and reduce response times.

  • Developed PowerShell scripts to automate repetitive and time-consuming tasks.

 

- Training and Development:

  • Developed training materials and conducted sessions on new processes and tools.

  • Focused on Nexthink implementation and using PowerShell scripts to solve incidents.

 

Region Östergötland Projects:
- Internal trainings Psychiatry Nurses:

  • Designed and implemented training programs for medical staff on mental health issues.

  • Enhanced overall care quality through comprehensive education and support.

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- Empathetic Treatment Lecture Series:

  • Developed and facilitated lecture series for hospital staff and students.

  • Focused on empathetic treatment approaches for individuals experiencing psychotic episodes and neuropsychiatric disorders, including autism and ADHD.

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