1. Curriculum vitae Anna Valkama
ANNA VALKAMA
Sairaalanrinne 4F D60, 90220 Oulu
anna.valkama@gmail.com
0440849943
http://fi.linkedin.com/in/annavalkama
SKILLS AND KNOW-
HOW
Willing and eligible for development,
quality-oriented team player
Open and quick to learn new
things, tools or ways of working
Team player, but able to work
independently and unprompted as
well
Organised and thorough
Able to work in stressful situations
Customer service- oriented
problem solver
Quick to adapt to rapidly changing
circumstances
Some of my IT know-how
MS Windows
MS Office
BMC Remedy ITSM
Lotus Notes
Active Directory
ASP/VBScript
JavaScript
Oracle/SQL
WORK EXPERIENCE Technical specialist Prestantia Oy
10/2009 -
Main tasks include BMC Remedy ITSM tool usage and advanced support functions, which
consists of customer service, problem solving, testing (test case creation and fulfillment),
user guidance and documentation
Technical Writer IBM Corp
09/2006 – 04/2009
My main responsibilities included creation and maintaining of Service Support
documentation for Software and Platform Management (SPM) team. In addition to that I
updated the intranet pages for the SPM service together with proofreading and correcting
documents created by my colleagues.
Achievements:
Main documentation responsibility in MS Vista project
Larger update for intranet pages: data gathering, organizing and update to the
intranet with Lotus Notes Website Builders Toolbox
Request Management Specialist IBM Corp
04/2004 – 08/2006
1st level of technical support delivered via phone. e-mail and remote connection. Cases were
documented into service support management system and if needed sent to the next support
levels. In addition to this I participated in training of new agents in both homeland and
overseas.
Service Desk Specialist Nokia Oyj
02/2003 – 03/2004
1st level of technical support delivered via phone. e-mail and remote connection. Cases
were documented into service support management system and if needed, sent to the next
support levels.

2. Curriculum vitae Anna Valkama
Service Desk Assistant Manpower
12/2001 – 01/2003
1st level of technical support delivered via phone. e-mail and remote connection. Cases
were documented into service support management system and if needed, sent to the next
support levels. The main proportion of the work consisted of routine cases i.e. checking,
registering and escalating service requests
Software Designer ProWellness Ltd.
03/2001 – 08/2001
Main task was to work in projects, where web-based diabetes and health care management
systems were designed (www.mtv3.fi/terveys).
IT SKILLS MS Windows
MS Office
BMC Remedy ITSM
Lotus Notes
ASP/VBScript
JavaScript
Oracle/SQL
LANGUAGE SKILLS Finnish – Native language
English – Excellent written and spoken skills, used at work daily for over 10 years
Swedish – Good written and limited spoken skills
EDUCATION Kemi- Tornio University of Applied Sciences, 2001
Bachelor of Business Administration, Data processing
COURSES ITIL V3 Basics – the course and a test: 2.- 5.6.2008
HOBBIES AND
ACTIVITIES
I keep up the good mood and develop myself by riding horses, jogging, meeting friends
amongst varying activities and reading various literature. I’m also active member in
equitation club board.
REFERENCES By request