Service Delivery Analyst

• Sep 2019 - Present

Technical Support Coordinator

• Nov 2018 - Apr 2020

IT Support Analyst

• Sep 2018 - Oct 2018

One month first line IT support services to students and staff during enrolment and start of term, at a temporary help desk and in the main service desk. Point of contact for resolving day to day IT issues. My responsibilities included: • Providing username/account information to new/returning students and password resets • Connecting various devices (PC, Mac, Chromebook, iOS, Android) to Wi-Fi • Setting up university email accounts on various email applications (iOS Mail, Outlook, Gmail) • Explaining and demonstrating the various e-resources and services, such as QMPlus, MySIS, QMUL mobile app and various printing facilities • Installing Office 365 (PC/Mac) or providing instructions how students could do this themselves • Using Ivanti (Landesk) helpdesk to log, follow up and resolve all requests and incidents. Escalating any issues that cannot be resolved. • Creating new staff accounts (using the various internal tools/systems), passwords, emails, applications and folder permissions via Active Directory. Notified requester about progress and completion • Writing internal facing guides for the more complex issues • Highlighting not well advertised features to the students, and wrote a guide that was later published on the self-help student website (How to add the student schedule to an iOS Calendar) Show less

IT Consultant

• Apr 2018 - Sep 2018

Service Scan Evaluations provides mystery shopping services to the high-end hospitality sector and is featured on Money Supermarket. Assisted with implementing the 2018 General Data Protection Regulation (GDPR) and provide general IT support for the office. In addition to this, review new mystery shopper applications, maintain the mystery shopper database and assist the allocations team. Service Scan Evaluations provides mystery shopping services to the high-end hospitality sector and is featured on Money Supermarket. Assisted with implementing the 2018 General Data Protection Regulation (GDPR) and provide general IT support for the office. In addition to this, review new mystery shopper applications, maintain the mystery shopper database and assist the allocations team.

Associate Producer

• Sep 2006 - Mar 2018

Over the last 11 years’, worked as a software producer on a variety of exciting game projects across a variety of platforms, including PC, console and mobile, for Splash Damage. A leading UK multiplayer video game production company, Splash Damage has delivered consecutive multi-million no. 1 selling games – both original in-house games as well as with other gaming studios on collaborative projects. Being an avid PC gamer, moved from Sweden to join Splash Damage in London. Started out in a quality assurance role and advanced to an associate producer. Worked in a variety of roles with a range of responsibilities from finding and documenting software defects, to being in charge of game translation, then art outsourcing, and later as an associate producer, where I primarily managed and coordinated the various art departments, and occasionally, the engineering departments. This required applying project management expertise from inception through to project live phase to deliver outstanding games. Some of my career highlights include our successful multiyear collaboration with The Coalition (a subsidiary of Microsoft Studios) on a brand new product – Gears of War 4, the next release in one of the biggest Microsoft game franchises. It was released to great critical acclaim and sold more than 3 million copies on console alone. Also working on Splash Damage’s first original mobile title - RAD Soldiers, which became a featured iOS game on the Apple Store during the 2013 Christmas Holiday season, and had over one million downloads. Show less

PC Technician

• Jul 2005 - Aug 2005

Data Group Uppsala was a computer store and service provider for companies and individuals. My responsibilities included: • Hardware stock management; including stock orders and ensuring stock was received in a timely manner • PC hardware issue identification and repairs on a wide-ranging set of issues; from virus removal, carrying out backups, re-imaging systems and replacing or upgrading individual components • Assembling custom PCs from their individual components, installing software and validating system stability • In charge of the Return Material Authorization (RMA) process, which included testing hundreds of components and providing clear defect information to respective vendors, to ensure prompt component replacement • Developed strong customer service skills, with the flexibility to discuss products with either an end user or IT expert, in person or over the telephone • Gained broad knowledge and experience of operating systems such as Microsoft Windows, Active Directory and later on Macs, laptops and mobile devices (Apple/Android) as I remained up to date and interested in technology Show less

Database Administrator

• Sep 2001 - Dec 2001

Short term Database Administrator at Utfors AB, a Swedish telecom and broadband company. Now part of Norwegian Telenor. Short term Database Administrator at Utfors AB, a Swedish telecom and broadband company. Now part of Norwegian Telenor.