I’m an IT generalist
Tapio Noranta

I I am an IT professional with long experience in a software development organisation.

I love helping people and working with customers. I bring with me twelve years of experience with SaaS. I worked in the customer success team. My task was to help customers and investigate complex issues fast. I received good ratings and feedback for my professionalism.

The Contact Center software integrated to many external solution like CRM, customer portal, Workforce Management, HR and Business Intelligence. Through that I learned how the data flows between the systems and different types of integration methods: database, APIs, CSVs, etc.

I pulled customer data using SQL and handled it in Excel. Some data was used to create outbound call campaigns. Chat data was used to train the AI model. I used SAP BI tools to analyse customer service performance and SLAs.

Continuous development is important for me. I took part in Scrum meetings as the voice of customer. I told which issues should be dealt first and collected customer feedback as feature requests. We used Jira for customer request management and software development and Confluence for best practices.

I have always loved training others and making others succeeds. My responsibility was to hold technical workshops and trainings to people from different parts of the world. I trained agent UIs, admin tools and BI reporting.

I try to give high quality answers and clarify needs before proposing a solution. So that every is on the same page and the result is as expected. I believe great customer experience are based on facts and skill.

I’ve been interested in data analytics for many years. I used dashboards and reports to analyse our support team performance. 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. I’m also starting my Master’s degree in Centria University of Applied Sciences.

What drives me is a passion for learning and curiosity to try new things. Customers and colleagues have told me they value my helpfulness, clarity, and calmness.

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 Systems Garden Oy 2025

I studied Azure, PowerBI and SQL during a half year workforce training.

Senior System Specialist SAP and Sinch Finland 2012-2024

I worked in the customer success team of a SaaS organization. The solution was highly business-critical. Serious incidents needed to be treated in minutes which required good stress tolerance. I solved these complex technical issues using monitoring tools, SQL and software logs. I investigated root causes of software bugs and provided findings to product development.

My role was to take care of the customers in many ways. I answered technical product questions and participated in software rollouts and onboarding. I attended customer follow-up meetings to plan future changes and escalation meetings when there was critical issues. I proposed solutions and implemented them. My responsibility was to hold technical workshops and trainings to people from different parts of the world. I trained agent UIs, admin tools and BI reporting.

I was the contact person for the largest customer. I took part in their development projects and weekly meetings. The preparation and execution of many larger changes was my responsibility.

I was in close connection with product development. My task was to lead the collaboration between support and developers. I participated in scrum meetings and release testing, wrote documentation and answers to FAQs. As the voice of the customer, I made sure they were heard in our day-to-day business. I checked ongoing incidents got resolved and bug fixes to critical issues arrived in a timely manner.

I gained experience leading the support team. I mentored new colleagues, trained support processes and troubleshooting. Escalations were taken seriously, and SLAs were kept in tight control. To achieve excellent customer satisfaction, I created reports and dashboards to analyse KPIs.

Examples of projects under my responsibility:

• Writing the customer test plan with 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 in Confluence and integration to Jira.

Software trainer Tietotaituri, freelance 2011-2012

Microsoft Office Suite, Skype, Photoshop and Premiere.

Content Creator Condux Oy 2009-2010

Creating training material and videos to VR-Rata Oy.

Teacher Turku School of Economics fall 2008 and 2009

Developing, teaching and assessing the course ”Tools of new media”. In the course I trained Adobe Photoshop and Premiere to over 100 students.

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