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Curriculum Vitae

informatii personale

 

F 15.06.1985

obiectiv

 

.

Salariu: nespecificat

Tip job: Full time

Departament: Resurse umane / Psihologie, Relatii publice, Administrativ / Logistica, Functii publice, Relatii clienti / Call center, Traduceri, IT Software, IT Hardware, Financiar / Contabilitate

Oras de lucru: Cluj-Napoca

Nivel Cariera: Manager / Executiv

Disponibil: oricand

experienta profesionala

 

01.11.2015 - prezent

Departament: it software

Titlu Job: service delivery manager

Responsabilitati:

-Provides an operational point of contact for the Client and Client Support Management community into IT Operations
-Assures the delivery of all agreed services to committed Service Level Agreements [SLAs]
-Acts as the point of contact for transition of services into Operations
- Assumes Project Manager,Transition Manager and Change Manager roles as
required
-Manages service improvements towards appropriate industry best practice with the lowest effort included.
-Works with Line Managers and ensure that services are delivered in line with company's standard policies and procedures
- Briefs staff on account specific procedures, roles and responsibilities
- Drafts, maintains and updates specific project and account presentations
- Generates and interprets monthly service reports

01.09.2011 - 30.11.2015

Departament: it software

Titlu Job: service desk team leader

Responsabilitati:

- Schedules the work of Service Desk staff; ensures all work is carried out and documented
in accordance with required standards, methods and procedures and that any applicable
configuration management procedures are adhered to.
- Monitors and manages performance of the Service Desk activity. Takes full responsibility
for its effectiveness. Takes action to remedy deficiencies.
- Uses the facilities of the tools and systems available to monitor and report on regular
activities which are subject to the Service Level Management process and SLA or OLA
such as job activity, transaction processing, network activity, database activity, etc.
- Collaborates with the Incident Manager and ensures that documentation of supported components is available and accessible to all who need to use it.
- Ensures that requests are handled according to agreed procedures. For all requests
that cannot be resolved, provides an effective interface between users and service providers supplying all necessary diagnostic information.
- Interviews candidates
- Schedules trainings/ personal development plans

01.08.2010 - 01.09.2011

Departament: it software

Titlu Job: service desk analyst

Responsabilitati:

- carries out routine monitoring, logging and reporting tasks, reports unforeseen or exceptional events to supervisor
- receives and handles requests for information and provides routine advice to users on systems, products and services which are available to them
- receives and handles requests for support, provides information to enable problem resolution
- assists users to make more effective use of desktop systems, products and services, making initial diagnosis and advising known solutions where applicable

01.04.2008 - 01.08.2010

Departament: financiar / contabilitate

Titlu Job: process assistant

Responsabilitati:

- maintain up-to-date billing system
- follow up, collection and allocation of payments
- reconciliation of accounts
- monitoring customer account details for non payments, delayed payments and other irregularities
- investigate and resolve customer queries
- process adjustments
- communicating with customers via phone, email or mail

studii

 

Facultati:

2004 - 2008 Facultate: la din Cluj Napoca.

Premii

Certificari
Jul 2016: ITIL Service Operation

May 2013 - May 2013: Specialist Certificate SDIM
Specialist Certificate in Service Desk and Incident Management -
BCS, The Chartered Institute for IT
May 2012 - May 2012: ITIL Foundation
ITIL v3 Certification

aptitudini

 

Limbi straine(Scris,Vorbit,Citit):

engleză(avansat,avansat,avansat)

franceză(avansat,avansat,avansat)

spaniolă(mediu,mediu,mediu)



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