Oona Paloranta

Background

About Oona Paloranta

Hi! I'm an IT generalist with expertise in technical support and IT management. I have designed IT support processes from scratch for a digital interpretation service platform. The key building blocks of my approach include customer-oriented and adaptive technical communication, proactive support and the utilization of AI and automation. Some areas of my expertise include: Building and Developing User Support Processes - Designing and implementing IT support processes - Technical customer service pipeline, ticketing systems and escalations - Technical support material for end users and other support tiers - Self service implementations and 1-3 tier multichannel technical support - External and internal communication during incidents Cyber security in IT support management - Designing and delivering information security training for company personnel - Creating information security policies - Assessing information security risks in IT projects and processes - User management, access control, office security and endpoint security IT Management, Product and Technical Expertise - Google Workspace and M365/Entra administration - Device and license procurement - DOMO – data management and visualization - Documentation of processes and IT environment - Atlassian product suite - Intercom - Mobile and voice communication technologies, virtual numbers I started in IT support with skills acquired from practice & hobbies. Eventually I decided to get formally educated to "fill in the gaps" and was lucky to be able to put most of those skills to use in my daily work. During my studies in information technology I dove into Windows Server administration, Linux servers, virtual machines, the technical implementation of web services (from databases to website building), database management, networking, task automation (e.g, Active Directory management) using PowerShell and JavaScript (Google Apps Script).