Sami Pelkonen
Prague, Czechia
Summary
Experienced with system troubleshooting, user support, and technical issue resolution. Track record of effective communication and problem-solving in high-pressure environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
CDN77
Prague, Hlavni mesto Praha
11.2025 - Current
- First line of contact for customers, answering technical questions via chat, ticketing and other dedicated channels.
- Troubleshooting and resolving issues from basic HTTP checks to deeper log, video streaming and network analysis, escalating when needed.
- Worked closely with internal teams to translate customer needs into real solutions.
System Support Analyst
DHL IT Services
05.2025 - 10.2025
- Coordinated global IT change requests.
- Collaborated with cross-functional teams.
- Supported the integration of new technologies into existing systems, helping businesses stay competitive in the digital landscape.
- Managed multiple high-priority tasks simultaneously while maintaining a professional demeanor under pressure..
SERVICE DESK ANALYST
DHL IT SERVICES
07.2023 - 05.2025
- Engaged in user support interactions via telephone and chat.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
TRANSLATOR
Freelancer
01.2020 - Current
- Translating from English to Finnish and vice versa.
- Specialized in subtitles, working on high profile projects such as The Lord of the Rings, My Hero Academia, The Rockford Files and Spring Fever.
- Reviewed final work to spot and correct errors in punctuation, grammar, and translation.
- Managed multiple projects simultaneously while maintaining strict deadlines and attention to detail.
Salesperson
Various
01.2014 - 12.2018
- Worked in sales/customer service in grocery stores and bookstores.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
Education
BACHELOR OF SCIENCE - Computer science
University of Jyväskylä
Jyväskylä06-2027
BACHELOR OF BUSINESS ADMINISTRATION - International Business
JAMK University of Applied Sciences
Jyväskylä01.2019
Skills
- Remote support
- Incident management
- Hardware maintenance
- User training
- ITIL framework
- Active directory
- Teamwork and collaboration
- Customer service
Personal Information
- Date of Birth: 25/12/1995
- Gender: Male
- Nationality: Finnish
Certification
ITIL 4 Foundation
Timeline
Technical Support Specialist
CDN77
11.2025 - Current
System Support Analyst
DHL IT Services
05.2025 - 10.2025
SERVICE DESK ANALYST
DHL IT SERVICES
07.2023 - 05.2025
TRANSLATOR
Freelancer
01.2020 - Current
Salesperson
Various
01.2014 - 12.2018
BACHELOR OF SCIENCE - Computer science
University of Jyväskylä
BACHELOR OF BUSINESS ADMINISTRATION - International Business
JAMK University of Applied Sciences