I’m an IT generalist
Tapio Noranta

I bring with me 12 years of experience with cloud contact centers. I worked as a Senior System Specialist in customer care. The contact center application was critical to the customers. Serious incidents needed to be treated in minutes which required good stress tolerance. I am natural problem solver. My task was to investigate complex issues using admin tools, SQL and APIs. I also updated the documentation and knowledge base.

Other part of the work was answering to customer and partner inquiries. I answered technical product questions and participated in software rollouts. My responsibility was to hold technical workshops with customers and mentor new support colleagues. I worked with account managers, project managers and sales to provide top-level customer experience.

I have worked closely with product development. I participated in Scrum meetings and led the collaboration between support and developers. I collected feedback from customers as feature requests and made sure critical bugs were fixed as soon as possible.

The contact center solution used chatbot with a natural language processing model. The chatbot was manually trained to answer customer inquiries.

Examples of projects under my responsibility:

• Writing the test plan of a large customer with all integrations included. Testing the new software releases in development and production.
• Planning the change to a new reporting platform, risk analysis and implementation. Training the customers to use the new environment.
• Onboarding and training the new global support in Sweden and Latin America. Implementation of a new FAQ site and integration to Jira.

I enjoy data visualization, tracking trends, and building dashboards. Over the past year, I have studied Azure, SQL, Python, and PowerBI through online courses. I also completed a 6-month Data analytics and AI training. We studied building some AI flows.

What drives me is a passion for learning and curiosity to try new things. I am analytical and persistent. Customers and colleagues have told me they value my helpfulness, clarity, and calmness. I believe these features are important in a customer facing role. I love helping people and working with customers.

You can hire me directly or as a freelancer. I look forward to the opportunity to discuss how my skills could benefit your company.

Work

IT specialist: I studied Azure, PowerBI and SQL during a half year workforce training.
Systems Garden Oy 2025

Senior System Specialist: I worked as a Contact Center System Specialist in the Customer Care team in a SaaS provider organization. My tasks were to consult customers and partners, investigate complex issues, answer product questions and write documentation. I also worked as a system administrator for a large financial group.
As a senior I was pointed to mentor new employees and train to troubleshoot issues. I trained customers to admin the system and use SAP reporting tools. I worked with account managers, project managers and sales to provide top-level customer experience.
My task was to plan an online training for the new global support teams. I built a shared internal wiki across teams with step-by-step troubleshooting guides and answers to FAQs.
I was in close connection with the product development. As the voice of customer, I made sure ongoing incidents were noticed and bug fixes to critical issues arrived in a timely manner.
SAP and Sinch Finland 2012-2024

Software trainer: Microsoft Office Suite, Skype, Photoshop and Premiere.
Tietotaituri, freelance 2011-2012

Content Creator: Creating training material and videos to VR-Rata Oy.
Condux Oy 2009-2010

Teacher: Developing, teaching and assessing the course ”Tools of new media”. In the course I trained Adobe Photoshop and Premiere to over 100 students.
Turku School of Economics fall 2008 and 2009

Education

Azure Data Fundamentals certificate
Microsoft 02/2025

Data Analyst in PowerBI
DataCamp 03/2025

AI Academy F.E.C – Data analytics and AI
Saranen 04/2025 (6 months)

IT Engineer Digital Media
Turku University of Applied Sciences 2004-2008, DHBW Mannheim Exchange Student

Upper Secondary School Graduate
Sipoon Lukio 2000-2003