Tim Flojborg
Warsaw
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I possess strong analytical skill and a passion for, and experience with, communication, problem solving, and teamwork. My analytical way of thinking has sharpened my communication skills and my ability to work independently.
Keywords: Project management, forthcoming, analytical, teamwork-oriented, goal-oriented, Self starter.
Overview
3
3
years of professional experience
Work History
IT Service Desk Specialist
Nordea Poland
06.2022 - Current
- Focal for Top Denmark, Helix Template Editor.
- Incident Management: Assessed incident priority based upon impact to business and escalated issues as necessary.
- Ticket Handling: Prioritize and categorize tickets to make sure they are handles in correct order and correct processes are followed.
- Technical Skills: Further developed and expanded my knowledge of IT systems, and their usage, and how users interact with, and user these systems.
SEO Specialist
Majorel Ireland
11.2021 - 06.2022
- Perform ongoing keyword research and optimization This involved a high level of language skills to match the customers' needs and users search habit.
- Assist other teams working within SEO with ongoing projects that were related to the Danish market, with f.ex Optimizing adverts, proofreading, word annotation and general consulting concerning the Danish language
- Google Analytics: As a keyword specialist I had to work within the framework of google analytics and the relevant KPIs f.ex CTR, CPC, Impressions and Clicks And had to optimize based upon these and adapt the existing keywords so they fit best with those KPIs
Operational Lead
IBM Ireland
01.2021 - 11.2021
- Focal for Pensam, Okq8, UFST, Staten IT, LMST, Energinet / High severity focal / Quality advocate / Process Coordinator / ITSM SME / Testing Focal
- Targets (KPI, SLA, Contracts): I gained an understanding of targets, metrics for job performance, how to account for these metrics, both in reporting and work allocation
- Process Compliance: Monitor daily dashboards / Conducting daily huddles to prioritize for the day, weekly SLA review with my team
- Quality Planning: Preparing the service quality plan including the quality control, assurance and improvement at respective process level to create a comprehensive quality program for the specific processes
- Resource Optimization: As Operational lead I have been central in diagnosing the gaps in the existing process, identifying
Service Desk Agent
IBM Ireland
01.2020 - 01.2021
- Roles: Focal for Pensam, Okq8, UFST, Staten IT / High severity focal / Dispatch / Quality advocate / Trainer
- Troubleshooting: During my work as tech support, I sharpened my analytical way of thinking and learned to adapt it to troubleshooting and customer communication
- Communication (Phone and Email): I learned how to be confident over both phone and email and how to translate layman language into technical language
- Customer Care: My focus was centered around customer care and prioritizing the customer This involved focusing on keeping the customer informed regarding solving their issue and to hold other technical teams accountable for resolving them within the targets
Education
Vocational - Sales And Logistics
Tietgen Business School
Odense01.2020
Bachelor's - Philosophy
University of Southern Denmark
Odense01.2019
Skills
- Process Management
- Analytical and Critical Thinking
- Technical Skills
- Customer Service
- Technical issues analysis
- Problem-Solving
Publications
Fløjborg, Tim, ”Hermeneutikeren Hermes”, Refleks IKV, nr. 53. Odense: Syddansk Universitetsforlag, september 2018.
Languages
Danish
Native language
English
Proficient
C2
Swedish
Upper intermediate
B2
Norwegian
Upper intermediate
B2
Timeline
IT Service Desk Specialist
Nordea Poland
06.2022 - Current
SEO Specialist
Majorel Ireland
11.2021 - 06.2022
Operational Lead
IBM Ireland
01.2021 - 11.2021
Service Desk Agent
IBM Ireland
01.2020 - 01.2021
Vocational - Sales And Logistics
Tietgen Business School
Bachelor's - Philosophy
University of Southern Denmark
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