Tuomas Toropainen

Led a global team of engineers across EMEA and served as interim manager for the American team. Responsibilities included team leadership, process development, and resource calculations.

Held full operational and P&L responsibility for the service desk business unit. Improved KPIs including SLA, customer satisfaction, and operational efficiency, enabling onboarding of larger international clients.

Audited and improved service processes, restructured organizational roles, updated KPI reporting, and improved operational efficiency. Results led to a permanent role.

Led a Nordic software test and development team at Apple EMEA HQ, testing and developing Apple applications and coordinating daily team work.

Had full operational responsibility for a 40-person service center operating 24/7/365. Managed finance reporting, KPI reporting, HR tasks, and daily operations.

Built a new service center, created onboarding plans, administered IT systems, and managed transition pilot projects. Designed and tested Citrix virtual desktop images.

Provided 1st/2nd level service desk support, solved problem tickets, and handled onsite support and project tasks for customer transitions.

Handled corporate GSM, phone system, and finance work orders. Worked with incidents and requests, invoicing, and customer complaints.