# Michael Aglen - Solution-Oriented IT Consultant
Source: https://hello.cv/michaelresume
Mo i Rana

## About
Highly experienced and solution-oriented IT Consultant with over a decade of expertise in complex IT environments. Proven ability to build support organizations, optimize ITIL-based processes, and deliver technical solutions that generate tangible value. Combines strong technical understanding with structured, hands-on leadership to drive significant improvements in service delivery and client satisfaction.

## Work
### IT Consultant | The Coring Company
https://
As an IT Consultant, Michael established and leads a support and delivery organization, ensuring stable operations for critical core business functions and driving service innovation.
- Established and led a support and delivery organization from inception, ensuring stable IT operations for critical core business functions and enhancing overall system reliability.
- Managed ITIL-based processes (Incident, Problem, Change), implementing data-driven improvements that significantly enhanced SLA adherence and KPI performance.
- Developed comprehensive, user-friendly documentation and training materials in Confluence and SharePoint, alongside rigorous application testing, to elevate quality and user adoption.
- Contributed to sales processes and key client relationships, including direct engagement with major clients like Mesta and COWI, supporting business growth and client satisfaction.
- Played a central role in the development and successful launch of key services, SCS Construction and SCS Mining, expanding the company's service offerings and market reach.
### Senior Servicedesk Specialist | TietoEVRY
https://
Progressed through multiple roles, enhancing customer support, optimizing processes, and contributing to critical project implementations across various IT services.
- Served as a key contributor in establishing and evolving the HMS-card customer center, significantly improving support processes and managing escalations for enhanced customer satisfaction.
- Provided 24/7 critical support for bank card services, effectively troubleshooting complex issues and facilitating seamless communication between customers, banks, and card companies.
- Collaborated on cross-functional projects focused on service enhancement, leading to the efficient implementation of new solutions and improved operational workflows.
- Contributed to the optimization of internal routines and contractual agreements through close collaboration with internal and external stakeholders, improving operational efficiency and compliance.

## Languages
- Norwegian
- English

## Skills
### IT Operations & Processes
- ITIL (Incident, Problem, Change)
- SLA/KPI Optimization
- Service Management
- Process Improvement
### Tools & Platforms
- Jira
- Confluence
- SharePoint
- Office365
- Microsoft Teams
- HubSpot
- WordPress
- PowerPoint
- Excel
- Adobe Premiere Rush
- HTML/CSS/JS (basic)
- AI Solutions
- RPA Solutions
### Problem Solving & Quality Assurance
- Application Testing
- Troubleshooting
- Quality Assurance
- Root Cause Analysis
### Client Management
- Sales Support
- Client Meetings
- Needs Analysis
- Delivery Follow-up
- Stakeholder Management
### Personal Attributes
- Self-taught
- Technically Curious
- Structured
- Reliable
- Customer-Oriented
- Hands-on
- Proactive
- Initiative-taking

## Source
Read this profile on Hello.cv: https://hello.cv/michaelresume
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