Anders Olesen

• Managing technical requests for all HPE accounts in Denmark • Advise customers on technical matters during account support • Proactive delivery specialist - Helping expedite incident resolution • Delivering periodic reviews of IT Environments

• Primary contact point for StoreOnce knowledge, consulted in high complexity case escalations • High focus on remote resolve through various available remote tools • Trained outsourcing partners Convergys in first line PL3C tape support and qualification • Completed training in Lyon, France on ESL E-series • Built the onboarding training for StoreOnce

• Phone support: Hardware technical troubleshooting, policy compliance • Successfully completed the Customer Focused Diagnostics effort which improved CSAT • Opened lines of communication between Customer Support and Engineering • Kick started data collection on a case-by-case basis to help drive workable change

• Phone support: Hardware technical troubleshooting, policy compliance, high case volume • Increased case handling efficiency for the entire team through implementation of scripts to replace repetitive manual tasks • Supported team in staying on top of all relevant current hardware knowledge

Break/fix technician - Centralized Technical Support - 2nd Level technician • Phone support: Account based software support and troubleshooting • Action elevations from front line desk • High priority / High visibility cases

Trainee Data Technician Worked to get my education as Data Technician finished, which included: -> Runnning day-to-day IT environment for the educational/public part of The Royal Libraries IT department. -> Most of this consisted of smaller jobs, to do with single user experience with the equipment they were using, -> Setting up new environments for satellite offices. -> Servicing specifically built equipment for the day-to-day business of the library.

- Building low-level electronics circuits - Low level programming (Assembler) - Higher level program languages: C, C#, Java - Scripting: PHP, HTML, CSS, JavaScript - IT Management - Support theory