Universitatea „Alexandru Ioan Cuza” din Iași

Continual Improvement Lead at Capgemini

Capgemini

Continual Improvement Lead

Team Manager - Service Integration

vast:visibility (Iasi branch)

IT Project Manager

- Ensuring process availability and control for operations. Designing, reviewing, testing newprocesses and operational procedures according to the ITIL best practices. Going through metrics and the existing process documentation to identify challenges and improvement opportunities. Developing action plans and providing guidance/coordinating the process implementation activities.- Identifying and presenting risks in existing process data or new proposals. - Contributing to roles and responsibilities definitions on specific processes. - Offering training and mentoring the process practitioners to support process execution.- Coordinating the teams to ensure quality, efficiency, and ownership in the stream of work.- Providing feedback upon operational data analysis.- Providing subject matter expertise in specific streams/processes.- Customer focused approach.- Collaborating with client process owners and service delivery management. - Monitoring the service level statistics evolution towards meeting the contractuallyexpected levels and ensuring awareness. Contributing to go-to-green plans.- Creating/contributing to service improvement plans.

Process Manager

Supported the Implementation of the Virtual Assistant service. Built and maintained the VAknowledge base. Collaborated with the teams for ensuring data availability and accuracy. Acted as SME for Virtual Assistant and delivered training and guidance to peers on VA implementation plans and know-how. - Managed the Service Desk knowledge database, which is a key point for ensuringthat the Service Desk has all the necessary information to provide standardized IT services.- Ensured data accuracy and mirroring in both knowledge platforms, as well as appropriateformatting standards are met.- Gathered knowledge regarding the IT assets (hardware, software andtelecommunications) and translated it into comprehensive knowledge solutions forthe Service Desk support. - Identified knowledge gaps and ensured that the information is authenticated and distributed according to the knowledge management process. -  Worked together with the project management, technical teams, and SMEs to evaluate and understand the technical and procedural changes from the knowledge management perspective. - Had a strong collaboration with stakeholders representing other ITIL processes (Service Desk,Problem Management, Asset Management, Change Management), as well as TransitionManagement, Project Management Office. Familiarized with the Service Introduction Processand the Product Livecyle.- Investigated complex and technically challenging incident cases.  - Offered training related to the Knowledge Management tool.

Knowledge Manager

- Offering IT support for customers via telephone, email and online tickets. Supporting, maintain andimprove customer services. - Providing accurate diagnosis of problems. - Solving and escalating problems and service requests according to established Knowledge Baseprocedures. -  Ability to manage multiple high priority incidents, providing updates to customers and casemanagement.

Customer Service Advisor

SEO activities: Copyrighting and publishing on various blogs and article directory websites; using SEOtools to improve page ranking and revenue through keyword research and pay per click.

Andreea Buzila