Aalto University

Turku School of Economics at the University of Turku

Deakin University

Product Support Manager at Quuppa

I am responsible for software testing and quality assurance. I'm closely working with Product Managers, Software Developers and Test Engineers planning releases and testing with a focus on functional testing, exploratory testing, API testing, performance testing and end-to-end testing involving software and hardware. I'm designing test strategies, performing manual testing and guiding the team building test automation and system monitoring using mainly Python, Robot Framework, Selenium, InfluxDB and Grafana. I'm also responsible for 3rd party device testing and acceptance (both hardware and software). Currently acting as a direct supervisor for 2 persons.

Quuppa

QA Manager

I founded and ran 1UP Shop on my spare time. 1UP Shop was founded with a mindset to experiment and evaluate a business idea of refurbishing used high-end sports watches and selling them through an online store. The core value proposition was to make buying a high-end but second-hand sports watch easy and safe for customers while simultaneously supporting circular economy and reducing electronic waste. In the end, decided to kill the business as the underlying business fundamentals (mainly sales margins, sourcing bottlenecks and customer acquisition costs) proved to be too far from initial assumptions and calculations.

Main tasks:
- Market research and business modelling, go-to-market strategy
- Setting up and managing an online store
- Contracting web site hosting, payment services and parcel delivery services
- Pricing and marketing, A/B-testing, website statistics and customer behavior analysis
- Accounting and taxes
- Sourcing, refurbishing and thorough testing of watches
- Delivery and customer support

1UP Shop

Founder

I was responsible for leading and supporting a team of Sales Engineers and Customer Support Engineers while still having a hands-on role in Sales Engineering of major accounts in Europe, Nordics, Japan and Australia. I acted as a direct supervisor for a team of 7 people. Over this period of time the team reached >96 % satisfaction score on customer support. In 2020-2021 I initiated and managed a project where we created a Quuppa Academy eLearning platform to support customer training and learning especially after the world was hit by the Covid-19 pandemic. I was also heavily involved in writing and reviewing product documentation. During this time we launched an online product documentation that had a significant positive impact on supporting our customers.

Product Support Manager

I was responsible for providing technical customer support and act as a Sales Engineer to support Sales in pre and post-sales activities. I was supporting Sales in major accounts in Europe, Nordics, Japan and Australia.  This role involved directly communicating with the customer in planning and delivery phases, and travelling to customer sites to deliver training, demos, PoCs, pilots and commercial deployments as professional services. During this time I initiated and delivered Quuppa Academy training program that, at it's peak, consisted of a series of intensive 2-day on-site technical training sold as professional services and organized 10 times a year in different locations in Finland, US, China, and UAE. I was also responsible for putting in place processes and best practices for the technical customer support team. I initiated and managed a project to move away from emails to a ticketing system to improve customer support efficiency and quality. I was directly involved in hiring 8 people to the team and eventually acted as the team lead in practice.

Customer Engineer

I was responsible for technical customer support through emails and calls. I produced technical documentation and user guides and completely rewrote a user manual for the development kit product.

Technical Customer Support Specialist

I was hired as an external specialist for a project. I was responsible for analyzing financial and operational data and preparing business analyses together with the business unit Business Controller.

Mehiläinen

Analyst

I was a course assistant teaching basic tools and methods used in engineering for data storage, manipulation, analysis and visualization.

Course Assistant

I was responsible for programming calibration and measurement applications with LabView to be used in research projects by the Ice Tank Laboratory.

Research assistant

I was responsible for the development, maintenance and internal customer support of a restaurant performance measurement system. I acted as a project manager in all the development projects. Other tasks included analysis and reporting of the collected data.

Fazer Food Services

Specialist, Restaurant KPIs

I was responsible for controlling and supporting restaurant business operations development. Main tasks involved operations planning, budgeting and controlling, IT budgeting and controlling, project management, financial and operational data analysis and reporting.

Business Controller

I was responsible for controlling and supporting restaurant business operations together with the Business Unit Manager. I was a direct supervisor for a team of 3 people. My main tasks involved operations budgeting, forecasting and controlling, monthly closing activities and business reporting, ad hoc analysis and business case calculations. I was leading a restaurant KPI project as a part of a company wide management system initiative. In the project we implemented a solution to collect operational data from hundreds of restaurants and integrate the data into the company's BI database. A part of the project I was also leading the training of the KPI data collection and reporting to the restaurant staff in a series of intense full-day on-site trainings over a period of 2 months. I was also responsible for consolidation and management reporting at country and division levels as part of the controller team.

Controller

I was assisting in management reporting at country and division levels and reporting systems and tools development.

Tomi Keskinen