Diana N.

Project Manager

690 dollar
Freelancer
7 years
Bucharest, ROMANIA

My experience

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CGIDecember 2018 - Present

Collaborate with client Project Manager to understand the new service in the catalog.
Formalize the need and communicate it to the DEV team to prepare the implementation.
ServiceNow implementation and delivery coordination.
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IBMFebruary 2018 - December 2018

Application Responsible
Coordinate a team of 4 people on a travel application.
Experience in arranging travel in a federal government environment, using Concur Government Edition (CGE).
Maintain Concur expense reporting system for travel reimbursement and technical assistance.
Organize, write and edit operational procedures and "how to do" manuals.
Use BMC Remedy and Service Now tools to extract reports on topics incidents in order to find common issues and escalate them to the Application Manager.
Understand the details of projects and communicate what needs to be done as clearly as possible to the staff is of the utmost importance.
Assure the training when new team members come aboard.
Help newcomers to understand their position and their tasks.
Coordinate staff efforts to achieve maximum productivity.
Manage time effectively so that deadlines get met.
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IBMApril 2016 - January 2018

French Client: Marsh & McLennan Companies
DEV&OPS, L2  /  L3  support  for  internal  applications.
1st  level  debugging.
Analyse and solve the incidents sent buy the business.
Fast handling of incidents, responsiveness and communication with the business.
Use JIRA / Agile tool to monitor the new implementations/deployments and trace the issues and their resolution.
Daily monitoring of all applications to check and maintain a good performance.
Monthly data extract for all applications - Excel and SQL Server.
Write technical specifications, incident resolution and best practices documentation and store it on SharePoint.
Manage and maintain the communication with UK production implementation team; ensuring that tickets obtain all approvals for developments and implementations within the deadlines.
Maintenance, corrections, improvements on the company website using HTML5.
Maintenance  on  the  virtual  servers  of  the  applications Deployments  on  development,  test (QA)  and  production  environments  (Build  using  Visual  Studio,  Windows  &  SQL).
Knowledge of SQL language: performing queries, ability to understand basic SQL code.
PowerShell  scripts  development to  automate  recurrent  checks  /  tasks,  to  resolve  recurrent  incidents.
Weekly  meeting  with  the team and the client Project  Manager  to  follow  the  progress  on the  project and discuss the issues.

Skills  and  knowledge  acquired: Maintenance  virtual  servers  (Remote  Desktop  Manager),  HTML5, SQL  Server,  PowerShell scripting,  Visual  Studio,  SharePoint,  JIRA Agile, Service Now,  Microsoft Office, Python-basic knowledge
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WebhelpAugust 2014 - April 2016

Technical support internet, landline and mobile network
My goal: Help the customer and solve the problem from his first request!

Responsibilities:
- provide an appropriate response to technical complaints; ensure the transmission of the information at higher level for complex issues;
- make outbound calls to the company's clients for survey;
- be the mentor of the new agents assist them and supervise their activity to initiate them; assist them during calls and troubleshooting; report their progress and offer a feedback to the project manager;
- train the agents as soon as new tools / informations / procedures/ equipment / product appears;
- train new entry in troubleshooting procedures for recurring issues and complex issues;
- provide support and assist the agents on more complex technical issues; write and send to all agents the documentation of the technical issues and their resolution;
- in charge of troubleshooting and creating Easy Tickets via Remedy and Service Now to solve technical issues of the tools;
- verify the cases opened by the agents before to be escalated with the onsite technicians.

Applications and tools used:
Citrix, Clarify, Remedy, Service Now, Solvatio9, Infoscreen, WSG, XIP, CSI, PCRF and other Tech&Network tools.
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Renault RomaniaJune 2013 - August 2013

DRIVE YOUR FUTURE Promotion Internship 2013 Renault Romania
Objectives of the placement: Adaptation online training 'Habilitation electrique' in Romanian. Translation and adaptation.

My stack

Analysis methods and tools

JIRA, Agile, Agile Methodology

Environment of Development

Visual Studio

Other

XIP, Solvatio9, Creative Thinking, WSG, Amdocs Clarify, ServiceNow implementation, SQL Server Management Studio, Databases, Citrix Winframe, CGI Web Development, Microsoft Office, French, Microsoft Windows, Python Programming, English, Microsoft Visual Studio, CSI, Infoscreen

Software testing

Debugging, Clarify

Computer Tools

Microsoft Excel, Microsoft Office Pack

Languages

Matlab, SQL, Java, PowerShell, HTML5, Python, C++

Others

Team management, Remedy, Technical Support, Teamwork, Spanish, Project Management, Troubleshooting, Maple, Service Now

Technologies

SharePoint, Citrix

IT Infrastructure

Remote Desktop Manager

Databases

Microsoft SQL Server, SQL Server

Application servers

Microsoft SharePoint

Embedded and Telecom

PCRF

My education and trainings

Master's Degree, Didactic Mathematics - University of Pitesti2014 - 2016

Licentiate degree, Mathematics and Computer Science - University of Pitesti2011 - 2014

Erasmus intership, IT - TELECOM Nancy2012 - 2013