07/16/2025 updated
100 % available
IT Support Leader with 15+ Years in Technical Support and Team Management
Ballerup, Denmark
Worldwide
Bachelor of Science in Information Technology (B.Sc. IT)Testing (Software)Active DirectoryAlarm DevicesAndroid (Software)IMacApple IOSApple Mac SystemsTechnical SupportApplication TestingAtlassian JiraCustomer Relationship ManagementBusiness Process ImprovementServicio al ClienteCloud ComputingCustomer Satisfaction
Technical Support & Troubleshooting
Expertise in technical support across multiple platforms including Windows, macOS, iOS, and Android AOSP with proven ability to resolve 95% of critical issues within SLA.
Team Leadership & Management
Leadership experience managing cross-functional teams of 15+ engineers, implementing succession planning, and reducing attrition rates by 15% through Early Warning Systems.
IT Service Management
Proficiency with ITIL frameworks, ticketing systems, and service desk operations, improving resolution efficiency by 20% through root cause analysis and process optimization.
System Administration
Experience managing Active Directory for user creation, modification, and deactivation, as well as handling IMAC requests efficiently.
Cloud & MDM Solutions
Knowledge of Cloud MDM Solutions, HubSpot, and Jira for effective IT service management and team collaboration.
Software & Hardware Testing
Skills in conducting hardware and software testing for Android OS, improving system stability by 25% and supporting ISVs in application testing.
Customer Relations
Strong customer service orientation with experience in handling escalations and maintaining 90% customer satisfaction rates through phone, chat, and email support.
Expertise in technical support across multiple platforms including Windows, macOS, iOS, and Android AOSP with proven ability to resolve 95% of critical issues within SLA.
Team Leadership & Management
Leadership experience managing cross-functional teams of 15+ engineers, implementing succession planning, and reducing attrition rates by 15% through Early Warning Systems.
IT Service Management
Proficiency with ITIL frameworks, ticketing systems, and service desk operations, improving resolution efficiency by 20% through root cause analysis and process optimization.
System Administration
Experience managing Active Directory for user creation, modification, and deactivation, as well as handling IMAC requests efficiently.
Cloud & MDM Solutions
Knowledge of Cloud MDM Solutions, HubSpot, and Jira for effective IT service management and team collaboration.
Software & Hardware Testing
Skills in conducting hardware and software testing for Android OS, improving system stability by 25% and supporting ISVs in application testing.
Customer Relations
Strong customer service orientation with experience in handling escalations and maintaining 90% customer satisfaction rates through phone, chat, and email support.
Experience
Professional experience10+ years
Freelancer since2025
Languages
EnglishFluent
Project history
Provided technical support via multiple channels with 90% customer satisfaction. Led R&D initiatives, conducted hardware/software testing for Android OS, managed partner support operations, and implemented productivity tools boosting team efficiency by 20%.
Provided technical and application support resolving 95% of issues within SLA, managed Active Directory, assisted in On-the-Job Training increasing efficiency by 30%, handled IMAC requests, and managed severity tickets ensuring prompt escalation.
Handled inbound/outbound calls for US customers, installed and activated Windows OS reducing installation failures by 20%.