Curriculum Vitae










Mads Krag


Marathonvej 21 st tv

DK – 2300  København S

Phone: +45 21 63 07 27






Oktober 2010





















Private Data:

Date of birth:                                                                    May 9, 1969

Private status:                                                                 Unmarried and no children.

                                    Interesser:                                                                        Golf, jogging, friends and good books.



Summary:                 Over the last 12 years I have worked with IT support. I have both worked as OnSite IT-support and internal help desk. The last 6 years in the world's largest pharmaceutical company Pfizer as Site Lead, where the primary work has been the IT support and operation of 150-170 Danish users. The support has consisted of direct, remote, over the phone or by mail. Also, I have also acted as "hands on" for server / backup / support team from India, UK, USA and Costa Rica.


 Has also worked in IBM Global Service Delivery, where I had a similar job function. The 4 years at IBM Global Service Delivery, I was placed in the IT departments of ALKA Insurance, If-insurance and Pfizer. Was also in a period in IBM’s internal helpdesk.





Professional Experience:


2005 - 2010               InfoCare Service A/S

ITSupport Site Service Support, with Pfizer as a primary customer:

·         Daily operation & Support directly, telephone, remote or mail.

·         Installation of workstations.

·         Installation of software & hardware.

·         Troubleshooting of PCs and other hardware.

·         Contact the support team in Scandinavia, UK & U.S..

·         Hands On for server team from India and Costa Rica.

·         Status Meetings with Pfizer IT.

·         Status Meetings with HP (support agreement with Pfizer).


Site Lead at Pfizer since 2006


2001 – 05                  IBM Global Service Delivery

IT-OnSite Support was during this period in 4 different customers..

·         Pfizer (with Pfizer as a promary customer since 2004)

·         IBM Global Service Delivery (internal Helpdesk)

·         If- & Skandia Insurance.

·         ALKA Insurance A/S (primary customer until 2003)

o        Site Lead at ALKA since 2002.



·         Transfer of ALKA helpdesk to another IT service provider.



1998 – 01                  ALKA Insurance

                                    IT Helpdesk and 2nd level IT-support

·           General user support directly, remotely, mail or telephone.

·           Training of new employees / users

·           User creation of various internal systems

·           User creation in AD network.

·           Installation of workstations

·           Installing the software & hardware

·           Troubleshooting of PCs and other hardware

·           User Admin Registration on the telephone system



·         Implementation of helpdesk tool Remedy.

·         Replacement of desktops in CustomerCenters in Taastrup & Aarhus.

·         Larger replacement of software and hardware in the company.



1990 – 98                  Insurance Assistant ALKA Insurance (Sales and Servicing)

·         Service

·         Customer service and telephone sales

·         Teaching new staff and pupils

·         Teaching of new processes



·         Process descriptions (6-7 months)

·         Converting clients from old company to new (8-10 months)

·         Teaching colleagues (løbende process)


1988 – 90                  Insurance Trainee in ALKA Insurance.





2005 - 2010               InfoCare Service (Pfizer OnSIte Support)

·         ACE Administrator Training

·         ACE Administraton Level 3

·         Lifecycle Asset Management Policy

·         Changing Managed Desktop Settings Using the Flip-Flop Console Step-by-Step.

·         Recovering Data Using Ghost Explorer Step-by-Step

·         Overview of Hard Disk Encryption

·         Change Management Process

·         Global Incident Management Process Overview

And more…



2001 - 2005               IBM Global Service Delivery (internt)

·         MS-2272 Implementing and Supporting Microsoft Windows XP Professional (5 days).

·         Administration of the telephone system in ALKA Insurance (2 days internt kursus)



1998 - 2001              Various IT courses.

·           Basic programming (3 days at Teknologisk Institut).

·           Basic network (5 days at Teknologisk Institus).

·           Remedy (1 day internal course).

·           Administrator Active Directory (5 days at Teknologisk Institus)

·           MS Excel 97 DK level II (1 day at SystemForum).

·           MS Outlook 98 SuperUsers(1 day at WM-data).

·           MS Excel 97 DK/UK Level I (2 days at CINET).

·           MS Outlook 97 Introduction (1 day at SystemForum).

·           PC license / Danish Data Association / no. 0033866



2000 - 2001              Copenhagen Business College (Single subjects IT Administrator)

·         Graphic presentation

·         Web communications



1990 – 1998             Internal department in ALKA

·         Learn to teach – (7x1 day internal department)

·         Basic personal insurance (5 days internal department)




1988 – 1990             ALKA Insurance

·         Insurance Assistant




Languages:             English



Awards:                    Special award:

·         “A dedicated contribution and very flexible attitude throughout the past 6 months in relation to the IBM support ‘post contract’ on ALKA”.



References:             Christina Bjørklund, Business Technologisk at Pfizer, Phone +


                                    Kurt Bang, Business Manager Denmark and Norway at Pfizer, Peder Oxes Vej 8, DK-2960 

                                    Rungsted Kyst, Phone +45 45 70 12 55 or +45 29 20 32 55, E-mail: