About me
My name is Henri Muldre. I was born in Turku, Finland. I moved to Tallinn, Estonia when I was little and have lived here ever since.
Professionally, I adjust very rapidly to new circumstances and I'm always open to new approaches. I usually value change more than I do routine. It is of the utmost importance for me to carry out my work reliably and with care. I also attach enormous importance to punctuality, precision and completeness when carrying out my tasks. I'm completely convinced that I can achieve the goals I set for myself and I always have faith in my own abilities, which basically means that I'm convinced to a very large extent in my own ability to perform. Additionally, I'm also an analytical thinker.
I like to think of myself as a calm and friendly person and I aim to get along with all people. In my mind, we're all stuck on this planet together so might as well get along while we're at it - as one team helping eachother. I'm an optimist most of the times, but sometimes also a realist, depending on the situation. I value that everything is organized, planned and thought out. Additionally, I'm a very fast learner in many areas. Furthermore, I also like challenges. Going beyond my known limits and capabilities and actually succeeding also brings joy to me. I'm usually a happy-go-lucky kind of person, and if not then I probably had to skip my morning coffee for some reason. Yes, I am a huge coffee lover! Last but not least, I speak fluent English, Estonian and Finnish.
Experience
Senior Solution Consultant (ServiceNow Architect)
Tietoevry
ServiceNow Architect
Designing software architecture, verifying the co-operation of software architecture components and processes; identifying reusable elements; organizing and leading the software development work team; providing high level guidance and direction on project work; managing risk identification and risk mitigation strategies associated with the architecture being proposed; hands-on development (JavaScript, HTML, CSS).
Website: tietoevry.com
2023 September - presentArchitect/Solution Consultant
Tietoevry
ServiceNow Architect
Designing software architecture, verifying the co-operation of software architecture components and processes. Identifying reusable elements. Organizing and leading the software development work team. Providing high level guidance and direction on project work. Managing risk identification and risk mitigation strategies associated with the architecture being proposed.
Website: tietoevry.com
2022 March - 2023 SeptemberServiceNow Service Manager
Tietoevry
- ServiceNow as a service
- Service delivery, governance management and reporting
- Overseeing the whole Agile process
- Very deep knowledge of the whole ServiceNow system in order to provide the best possible solutions to the customer(s)
- ServiceNow developer and system administrator level understanding and skills
- Workload balacing inside the team, distibuting stories/tickets
- Leading a small team of ServiceNow support specialists, developers and architects
- Ability to read and write JavaScript/HTML/CSS and debug issues in the system, if necessary
- Helping customers with all kinds of ServiceNow related questions, consultancy and training
- Finance and billing, dealing with invoice issues and sending invoices out, margin and profit calculations etc
- Building customer relationships
- ITIL and SIAM based way of working
- Making sure hotfixes and other critial bug fixes are deployed as quickly and as efficiently as possible, otherwise following standard Agile release and sprint cycles
Website: tietoevry.com
2021 January - presentSIAM Change Manager
Tietoevry
- Overseeing and executing Change Management process as per ITIL
- Service integration and management (SIAM)
- Risk Management, Change Evaluation, Release & Deployment Management, Testing
- Designing, planning, approving and implementing changes with proper backout plan
- Change Advisory Board (CAB) / Emergency Change Advisory Board (ECAB)
- ServiceNow as an IT Service Management tool
- IT Service Management consultancy, customer and customer services implementation
- Cooperation on configuration management process - CMDB
- Documentation maintenance
- Proactive approach and quick reaction in case of critical issues
- Cooperation with internal and external teams
- Looking for new solutions, process improvements and self-study
Website: tietoevry.com
2019 October - 2022 SeptemberServiceNow Operations Specialist
Tieto Estonia AS
- ITSM tool application support
- ITSM consultancy, customer and customer services implementation
- Handling and solving customer’s incidents, requests, problems and tasks in time
- Designing and implementing changes
- Cooperation on configuration management process
- Documentation maintenance
- Proactive approach and quick reaction in case an issue occurs
- Cooperation with internal teams
- Supporting users
- Looking for new solutions, process improvements and self-study
- Standardization and automation of current routines
- ServiceNow system administration and solution implementation
- ITIL 2011
Website: tietoevry.com
2016 October - 2019 OctoberCyber Soldier - 1st Infantry Brigade
Estonian Defence Forces
Compulsory military service for 11 months. Acquiring basic and advanced knowledge necessary to act as a specialist in wartime military units and to fight as a member of a consolidated team. Providing IT-support for the military as an IT-specialist and cyber soldier. Dealing with communication tehnology (fiber optics, LAN, radio systems, secure networks) and strategy, portable servers (with routers/switches built-in), cyber security and if necessary, infantry tasks etc.
Website: mil.ee/en
2018 July - 2019 JuneComms and Training Specialist
Tieto Estonia AS
Enterprise-level IT Service Desk training, technical support, Incident and Service Management, Request Fulfillment, ITIL.
Website: tietoevry.com
2015 October - 2016 OctoberIT Support Specialist
Tieto Estonia AS
Enterprise-level IT Service Desk technical support, Incident Management, Request Fulfillment, Access Management, ITIL.
Website: tietoevry.com
2014 November - 2015 OctoberSenior Technical Advisor
Transcom Eesti OÜ
Information Technology: Assisting customers (consumers) in advanced 2nd level technical iOS/OS X/Windows (both hardware and software) issues and also non-technical problems via phone/email. Logging and saving all calls/emails into tickets. Investigating very advanced technical issues, calling customers back. Keeping track of one's current cases.
Website: transcom.com
2013 July - 2014 NovemberGoods packer
Logistika Pluss OÜ
Packing products, labeling them, using MS Excel and Word and SAP. Transporting the goods with a stacker.
Website: logistikapluss.ee
2012 August - 2012 OctoberCertificates
ServiceNow Certified System Administrator (Vancouver)
| Provided by | ServiceNow |
|---|---|
| Acquired | 2024 February |
| License number | 25060807 |
| Verify validity | Verify |
| Download |
EXIN SIAM™ Foundation Certificate
| Provided by | EXIN |
|---|---|
| Acquired | 2020 December |
| License number | 6368566.20805870 |
| Download |
ITIL® 2011 Foundation Certificate in IT Service Management
| Provided by | AXELOS Global Best Practice |
|---|---|
| Acquired | 2016 February |
| License number | GR750222917HM |
| Download |
ServiceNow Certified System Administrator (Tokyo)
| Provided by | ServiceNow |
|---|---|
| Acquired | 2022 November |
| License number | 23735580 |
| Download |
ServiceNow Certified System Administrator (San Diego)
| Provided by | ServiceNow |
|---|---|
| Acquired | 2022 August |
| License number | 23459567 |
| Download |
ServiceNow Certified System Administrator (Rome)
| Provided by | ServiceNow |
|---|---|
| Acquired | 2021 December |
| License number | 22765448 |
| Download |
ServiceNow Certified System Administrator (Quebec)
| Provided by | ServiceNow |
|---|---|
| Acquired | 2021 June |
| License number | 22271539 |
| Download |
ServiceNow Certified System Administrator (Paris)
| Provided by | ServiceNow |
|---|---|
| Acquired | 2020 December |
| License number | 21752101 |
| Download |
ServiceNow Certified System Administrator (Orlando)
| Provided by | ServiceNow |
|---|---|
| Acquired | 2020 June |
| License number | 21283220 |
| Download |
ServiceNow Certified System Administrator (New York)
| Provided by | ServiceNow |
|---|---|
| Acquired | 2019 October |
| License number | 20517846 |
| Download |
ServiceNow Certified System Administrator (Helsinki)
| Provided by | ServiceNow |
|---|---|
| Acquired | 2018 April |
| License number | 271003603 |
| Download |
Microsoft Certificate of Achievement: Managing Office 365 Identities and Services
| Provided by | IT Koolitus |
|---|---|
| Acquired | 2016 March |
| License number | N/A (MOC-20346) |
Education
Secondary education
| School | Lasnamäe Üldgümnaasium |
|---|---|
| Study period | 2009-2012 |
Vocational education
| School | Tallinn Polytechnic School |
|---|---|
| Field of study | Computers and computer networks |
| Study period | 2012-2014 |
Higher education
work in progress