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Netværkstekniker med IT admin kompetencer
Alex Glavind
,
Aalborg, Denmark
Experience
Other titles
Skills
I'm offering
I strive for perfection and dedication in all aspects of my life, which transcends into my work.
I believe that it has gotten me to where I am today and are defining traits of me both as a person and an employee.
My primary professional foci are Internetworking, Security and Programming.
Through development and skill, I am have built a deep knowledge within networking and telco.
In July 2019 I started working as an indenpendant IT consultant with focus on Network, Security and Managed IT services.
I am excited by information security, privacy protection and technology.
Apart from that, I am very interested in what the future brings to Internetworking, security and which new products and technologies are launched, to both business and consumer markets.
In my spare time, I study new and current technologies and freelance photograph.
I also dabble with big data analytics, GDPR and wireless technologies.
I am super curious about everything and my thirst for knowledge is absolutely unquenchable.
A successful day for me is when I have made a new connection, learned something new or helped someone achieve their goals :o)
I believe that it has gotten me to where I am today and are defining traits of me both as a person and an employee.
My primary professional foci are Internetworking, Security and Programming.
Through development and skill, I am have built a deep knowledge within networking and telco.
In July 2019 I started working as an indenpendant IT consultant with focus on Network, Security and Managed IT services.
I am excited by information security, privacy protection and technology.
Apart from that, I am very interested in what the future brings to Internetworking, security and which new products and technologies are launched, to both business and consumer markets.
In my spare time, I study new and current technologies and freelance photograph.
I also dabble with big data analytics, GDPR and wireless technologies.
I am super curious about everything and my thirst for knowledge is absolutely unquenchable.
A successful day for me is when I have made a new connection, learned something new or helped someone achieve their goals :o)
Markets
Denmark
Norway
Sweden
Finland
Links for more
Once you have created a company account and a job, you can access the profiles links.
Industries
Language
Danish
Fluently
German
Good
English
Fluently
Norwegian
Good
Swedish
Good
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2020 - ?
freelance
Operations Consultant
IT and Development Agency of the Danish Ministry of Taxation.
As part of my contact as Operations Consultant at the IT and Development Agency of the Danish Ministry of Taxation, I am using my expertise within the listed (but not limited to) areas to ensure a high quality of monitoring of servers and applications and potentially increase FTR (First-Time-Right) for troubleshooting for 1st and 2nd level IT operations.
• Zabbix consultant / Super Admin - including creation, documentation, and quality control of monitoring templates for servers and applications.
• Grafana integration and creation of dashboards
• Creation of service catalogue
• Incident management
• Change management
• Monitoring of server and applications - including SLA calculation
• JIRA Confluence - documentation, and process description of internal processes
• Ensure availability and quality of performance metrics for servers and applications to ease troubleshooting and validation
• Zabbix consultant / Super Admin - including creation, documentation, and quality control of monitoring templates for servers and applications.
• Grafana integration and creation of dashboards
• Creation of service catalogue
• Incident management
• Change management
• Monitoring of server and applications - including SLA calculation
• JIRA Confluence - documentation, and process description of internal processes
• Ensure availability and quality of performance metrics for servers and applications to ease troubleshooting and validation
IT consultant, Network and System Administrator, Network, It system administrator, Technical documentation, Documentation, Change management, Incident Management, Major Incident Management, Monitoring, Mysql, PostgreSQL, Postgres, MSSQL, Mariadb, Oracle database, Linux server, Windows Server and Clients, Windows Services
2014 - 2019
job
SOC Technician
Telenor A/S.
Responsibilities
• Incident management
• Escalation management
• Change management
• Crisis management
• 24/7/365 Surveillance of network and services, SLA customers - including preliminary troubleshooting
• Monitor and handle external alarms from sites and buildings
• Monitor firewalls
• Manage load-balancers (Brocade and F5) and activate scripts
• Monitor and mitigate DDoS attacks
• Monitor and evaluate security threats towards network, applications and services.
• RAN troubleshooting, 2G, 3G and LTE
• Network access / Transmission troubleshooting, Fibre, WDM, Core switches/routers, Radio links
• Analyse traffic/usage behaviour and data flow
• Analyse KPI reports from sites and fix performance issues
• Impact assessment of business-critical services and applications
• Primary contact point (SPOC) for internal business units
• Primary contact point (SPOC) for SLA and LA customers outside business hours
• Roaming support for internal and external national/international partners
• SMS, MMS and email support for internal and external national/international partners
• 1st level technical support for Field Engineers
• 1st level technical support for sub-contractors
• 1st level PBX support
• Verify solution after troubleshooting of network and services by internal and external partners
• Verify solution after implementation of changes on network and services
• Create, maintain and update documentation to improve department agility and efficiency
Extraordinary tasks/results
• Up to 92% resolve rate for incidents in Telenor Denmark's network
• Analyse historic incident data to improve future troubleshooting processes and success rate.
• Assist managers in the recruitment process of new employees
• Training and mentoring of new employees
• Confluence space administrator - ensure alignment of documentation design and technical requirements.
• Create communication templates (email, SMS and logging) to ensure homogeneous department communication and quality
• Incident management
• Escalation management
• Change management
• Crisis management
• 24/7/365 Surveillance of network and services, SLA customers - including preliminary troubleshooting
• Monitor and handle external alarms from sites and buildings
• Monitor firewalls
• Manage load-balancers (Brocade and F5) and activate scripts
• Monitor and mitigate DDoS attacks
• Monitor and evaluate security threats towards network, applications and services.
• RAN troubleshooting, 2G, 3G and LTE
• Network access / Transmission troubleshooting, Fibre, WDM, Core switches/routers, Radio links
• Analyse traffic/usage behaviour and data flow
• Analyse KPI reports from sites and fix performance issues
• Impact assessment of business-critical services and applications
• Primary contact point (SPOC) for internal business units
• Primary contact point (SPOC) for SLA and LA customers outside business hours
• Roaming support for internal and external national/international partners
• SMS, MMS and email support for internal and external national/international partners
• 1st level technical support for Field Engineers
• 1st level technical support for sub-contractors
• 1st level PBX support
• Verify solution after troubleshooting of network and services by internal and external partners
• Verify solution after implementation of changes on network and services
• Create, maintain and update documentation to improve department agility and efficiency
Extraordinary tasks/results
• Up to 92% resolve rate for incidents in Telenor Denmark's network
• Analyse historic incident data to improve future troubleshooting processes and success rate.
• Assist managers in the recruitment process of new employees
• Training and mentoring of new employees
• Confluence space administrator - ensure alignment of documentation design and technical requirements.
• Create communication templates (email, SMS and logging) to ensure homogeneous department communication and quality
Implementation, UP, Processes, Administrator, Assessment, International, KPI, Incident Management, Crisis management, Confluence, Design, Support, Recruitment, Security, Network, Radio, Management, Mentoring, Training, Change management
2014 - 2014
job
Customer Service / Technical Support - Night
Telenor A/S.
I was selected to the Night team because of my skill and ability to support the rest of the team.
During my time in the team I was superuser on the systems and achieved great KPI results.
After having worked in the team for about 6 months I was contacted for a position in SOC.
Responsibilities
• 2nd level technical support for DSL and Mobile Broadband (Business and Private customers)
• Answer Customer Service-related questions (Business and Private customers)
• Support tickets and emails
• Solving administrative tasks
• BtB sales (companies up to 50 employees)
• BtC sales
Extraordinary tasks/results
• Assist manager in co-worker skill assessment
• Assist co-workers in internal systems and processes
• Assist co-workers in DSL and Mobile Broadband troubleshooting
• Highest customer satisfaction and First-Time-Right % in the department
• Superuser access to the systems to solve advanced administrative tasks.
During my time in the team I was superuser on the systems and achieved great KPI results.
After having worked in the team for about 6 months I was contacted for a position in SOC.
Responsibilities
• 2nd level technical support for DSL and Mobile Broadband (Business and Private customers)
• Answer Customer Service-related questions (Business and Private customers)
• Support tickets and emails
• Solving administrative tasks
• BtB sales (companies up to 50 employees)
• BtC sales
Extraordinary tasks/results
• Assist manager in co-worker skill assessment
• Assist co-workers in internal systems and processes
• Assist co-workers in DSL and Mobile Broadband troubleshooting
• Highest customer satisfaction and First-Time-Right % in the department
• Superuser access to the systems to solve advanced administrative tasks.
REST, Customer service, Sales, Service, Support, KPI, Assessment, BTB, BtC, Manager, Processes, UP
2013 - 2014
job
Technical Support - Business
Telenor A/S.
The previous team was dismantled after an organizational change, I therefore got my old position
back + some extra tasks and some freedom to work with projects that interested me; Quality control and customer satisfaction.
I also got handed all the advanced support cases because of my expertise in the area of Networking and IP.
Responsibilities
• 2nd level technical support for DSL and Mobile Broadband (Business
• customers)
• Support tickets and emails
3
• Answer Customer Service-related questions (Business customers)
• Coach employees in internal systems and processes
• Coach employees in DSL and Mobile Broadband troubleshooting
• BtB sales (companies up to 50 employees)
• BtC sales
Extraordinary tasks/results
• Develop Quick Start Guide concept for Technicolor TG788vn v2 CPE to package with the CPE
• Assist Digital Services in Mobile Broadband support on telenor.dk to improve self-help on
the website
• Assist Product Management in the technical aspects of implementing Vectoring for VDSL
• Optimize processes for DSL and Mobile Broadband troubleshooting
• VPN support for Enterprise customers
• Analyse packet flow and develop VPN fix for large business customer using Technicolor
TG788vn v2 in conjunction with their own equipment.
• Quality control of DSL customers (customers with a high error% on the DSLAM was called to ask about their experience and potentially troubleshoot to reduce churn% - data was also
used internally to support Product Management and Technical support in making better
products and customer service)
back + some extra tasks and some freedom to work with projects that interested me; Quality control and customer satisfaction.
I also got handed all the advanced support cases because of my expertise in the area of Networking and IP.
Responsibilities
• 2nd level technical support for DSL and Mobile Broadband (Business
• customers)
• Support tickets and emails
3
• Answer Customer Service-related questions (Business customers)
• Coach employees in internal systems and processes
• Coach employees in DSL and Mobile Broadband troubleshooting
• BtB sales (companies up to 50 employees)
• BtC sales
Extraordinary tasks/results
• Develop Quick Start Guide concept for Technicolor TG788vn v2 CPE to package with the CPE
• Assist Digital Services in Mobile Broadband support on telenor.dk to improve self-help on
the website
• Assist Product Management in the technical aspects of implementing Vectoring for VDSL
• Optimize processes for DSL and Mobile Broadband troubleshooting
• VPN support for Enterprise customers
• Analyse packet flow and develop VPN fix for large business customer using Technicolor
TG788vn v2 in conjunction with their own equipment.
• Quality control of DSL customers (customers with a high error% on the DSLAM was called to ask about their experience and potentially troubleshoot to reduce churn% - data was also
used internally to support Product Management and Technical support in making better
products and customer service)
Support, ME, UP, Processes, Guide, BtC, BTB, Enterprise, Coach, Product Management, Service, Website, Sales, Customer service, Management, Networking, SoMe
2012 - 2013
job
Performance trainer
Telenor A/S.
I applied for a position as Performance trainer which was a new team that was created under
Customer service. The goal of this new team was to use the best and most knowledgeable
employees within their respective fields to increase the skill level of Customer service and Technical
support agents.
This was also the time where some tasks were outsourced to a 3rd party, so I was sent to oversee
that operation and assist in any way I could to ensure a high customer satisfaction.
Responsibilities
• Improve skill level of employees in DSL and Mobile Broadband support
• (Business and Private)
• Set goals for employees to improve performance
• Manage target plans for employees, including follow up sessions
• Coach employees in communicative skills to improve customer relation
• Coach co-workers in DSL and Mobile Broadband technologies and support
• Plan and conduct workshops for employees to better understand Telenor's network, IP,
Routing, DSL and Mobile Broadband technologies.
• Optimize processes for DSL and Mobile Broadband troubleshooting
Extraordinary tasks/results
• Troubleshoot and develop fix for Apple Bonjour issue for ZyXel 2601hn F1 CPE, firmware
ULC.6 in conjunction with internal development department
• Stationed at call center partner, training, coaching and assessment of employee skills during
outsourcing phase of certain tasks
Certifications & Courses
Customer service. The goal of this new team was to use the best and most knowledgeable
employees within their respective fields to increase the skill level of Customer service and Technical
support agents.
This was also the time where some tasks were outsourced to a 3rd party, so I was sent to oversee
that operation and assist in any way I could to ensure a high customer satisfaction.
Responsibilities
• Improve skill level of employees in DSL and Mobile Broadband support
• (Business and Private)
• Set goals for employees to improve performance
• Manage target plans for employees, including follow up sessions
• Coach employees in communicative skills to improve customer relation
• Coach co-workers in DSL and Mobile Broadband technologies and support
• Plan and conduct workshops for employees to better understand Telenor's network, IP,
Routing, DSL and Mobile Broadband technologies.
• Optimize processes for DSL and Mobile Broadband troubleshooting
Extraordinary tasks/results
• Troubleshoot and develop fix for Apple Bonjour issue for ZyXel 2601hn F1 CPE, firmware
ULC.6 in conjunction with internal development department
• Stationed at call center partner, training, coaching and assessment of employee skills during
outsourcing phase of certain tasks
Certifications & Courses
Support, UP, Processes, Zyxel, Assessment, Coach, Firmware, Call Center, Development, Coaching, Outsourcing, Workshops, Service, Network, Customer service, SoMe, Training
My education
2004
-
2007
EUC Nord
HHX, HHX
HHX, HHX
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