2016 — Now

Tier 3 Enterprise Technical Support Engineer

Apple

- Delivered advanced technical assistance to Apple Care Enterprise customers, deploying Apple products and integrating them with market solutions.
- Led the CoreOS subject matter expert group in EMEA, facilitating knowledge sharing and problem-solving sessions.
- Mentored new hires and rotations, enhancing team capability.
- Provided scripting support and suggestions, automating repetitive tasks and increasing team efficiency.
- Conducted in-depth root cause analysis using specific methodologies, resolving issues within SLA.
- Performed comprehensive log analysis using specific tools, identifying critical issues and improving troubleshooting accuracy.
- Troubleshot SSO solutions, reducing authentication issues through effective problem-solving techniques.
- Troubleshot and resolved enterprise network issues (Wi-Fi, VPN, 802.1X).
- Supported device management via MDM solutions (JAMF, AirWatch, Mobileiron), streamlining device configuration and deployment processes.
- Supported cross-platform integration of iOS, iPadOS, macOS, tvOS and WatchOS devices in Enterprise environments, enhancing system compatibility and user experience.
- Participated in beta testing new releases, providing feedback to the engineering team to ensure product quality and reliability.

Python Log analysis Technical troubleshooting
2016 — 2016

Technical Support Analyst

HCL Technologies

- 1st line technical support.
- Providing world class technical support in three languages finnish, swedish and english
- Solving customers technical problems via phone, ticketing system, email and chat
- Critical incident management
- Helped setup a brand new HelpDesk for new customers

Log analysis Technical troubleshooting Customer support
2010 — 2013

System Analyst

Internal ICT Security Agency (HALTIK)

- Provided timely and effective communication to resolve user issues and build strong interpersonal relationships
- Delivered exceptional customer service by addressing technical inquiries and resolving issues
- Diagnosed and troubleshooted hardware and software issues for end-users
- Supported and maintained various operating systems including Windows, macOS, and Linux
- Assisted users by configuring and troubleshooting basic networking problems (TCP/IP, DNS, DHCP)
- Installed, configured, and supported common software applications such as MS Office and email clients
- Managed and resolved user requests and incidents via ticketing systems like ServiceNow and Jira
- Prioritized and handled multiple support requests while adhering to strict deadlines
- Followed and adhered to standard operating procedures (SOPs) for troubleshooting and support
- Implemented basic cybersecurity practices to protect user data and system integrity
- Provided remote desktop support and resolved technical issues for users across various locations
- Documented technical solutions and steps in knowledge bases for future reference

Technical Support Problem-Solving Incident Management