JEANNA DIEDEN.

1985-10-09
jeanna@readmymind.se
www.diedendesign.com/jeannadieden.html
0730 20 51 35
Vickergatan 7
118 61 STOCKHOLM

EMPLOYMENTS

Infrastructure and support technician, Incident manager Aug 2007 - present

Anticimex, Stockholm

Anticimex has more than 1 500 co-workers in six countries. At the IT department we are 17 people,
out of which 5 are working in the group I belong to, IT service operations. Our infrastructure is based
on Windows XP, Microsoft Office 2007 and Windows server 2003-2008, MySQL and MsSQL.

• Introduced and implemented ITIL (Incident and Problem management)

• Incident manager with delegating and follow-up skills (incident reports and availability
reports).
• Organized ITIL workshops for the IT department, Created service catalogue, setting SLA
• Responsible for IT purchases. Created a central purchase process instead of a local.
• Supporting IT and Telecommunications (1:st, 2nd and 3:rd line)
• Communication and information manager for the IT department.
• Documentation to prevent upcoming incidents or to make it restored as quickly as possible.
(system and server maps etc)
• Participated with technical skills in IT projects.

Support technician Jun 2007 - Aug 2007

Göteborg Energi (via Adecco IT), Gothenburg

• Overall technical support for all Göteborg Energi´s co-workers

(1:st, 2nd and 3:rd line).
• Novell administration

Support technician Apr 2006 - Jun 2007

AstraTech (via Dfind), Gothenburg

Astra Tech has more than 2200 co-workers in 16 countries.

• Overall technical support for all Astra tech´s co-workers (1:st, 2nd and 3:rd line).
• Responsible for all subsidiarys.

Support technician Sep 2004 - Apr 2006

TeliaSonera AB, Gothenburg

• Technical support for broadband (private and business customers), IP telephone, domain and
webhotel.

OTHER EMPLOYMENTS
Stockholm 2000 - 2004

• McDonalds,Gröna Lund, Landstingets inkontinensenhet, H&M.

CURRICULUM VITAE – WWW.DIEDENDESIGN.COM/JEANNADIEDEN.HTML

JEANNA DIEDEN.
1985-10-09
jeanna@readmymind.se
www.diedendesign.com/jeannadieden.html
0730 20 51 35
Vickergatan 7
118 61 STOCKHOLM

EDUCATION
Mobila Gymnasiet, Stockholm 2001 – 2004

• Media communications with concentration of photography, journalism and graphical design.

SKILLS

Technical skills
Windows, Microsoft office, phone systems, solidus multimedia contact
center, op5 server supervise system, Active Directory, SCCM, system
owner of our service desk system (Service Desk Plus), F-secure antivirus,
F-secure ghost, Cisco System VPN Client, HTML, Symantec Backup Exec, windows mobile, IFS
business system, installing clients and servers, MySql reports, system updates and server patching,
Wifi, printers and scanners and much more.

Personal skills
Experienced, creative, flexible, enjoys planning and control, strong communication skills, loyal, positive
and humorous.

Languages
Swedish, english

CERTIFICATES

5047 - Introduction to Installing and Managing Microsoft Exchange Server 2007 SP1

6451 - Planning, deploying and managing Configuration Manager 2007

ITIL, IT Infrastructure Library (basic course)

Service- and support optimization.

CONFIDENCE ASSIGNMENTS

Ambassador for Spot and Tell (www.spotandtell.se). I help them to organize events, come up with
ideas

OWN PROJECTS

MATSUGEN.SE:This newly started project will be a social media integrated blog with recipes and
restaurant reviews
#YARDSALE:This newly started project will be an exclusive yard sale with high attention in social
medias.

CURRICULUM VITAE – WWW.DIEDENDESIGN.COM/JEANNADIEDEN.HTML

JEANNA DIEDEN.
1985-10-09
jeanna@readmymind.se
www.diedendesign.com/jeannadieden.html
0730 20 51 35
Vickergatan 7
118 61 STOCKHOLM

PERSONAL

Are you looking for a creative and ITIL experienced IT-girl?

I have been working with IT-support and IT-infrastructure for over six years and now I am looking for a
new challenge.

I am an excellent coordinator with the ability to get people to listen to what I have to say. Since I have
worked with technical support for more than six years my technical skills are great and I am customer
focused and service minded. I am a great team worker but also autonomous and enjoy responsibility.

I hope to see you soon, for a personal interview!

CURRICULUM VITAE – WWW.DIEDENDESIGN.COM/JEANNADIEDEN.HTML