Experience

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  Best cjo

  Feb 2014 - Sept 2014

  English language teacher

  English classes with groups of adults:- A2 group, full-year course (replacement)- individual classes - B1 level, - an intensive summer course - B1 level.

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  Best cjo

  Feb 2015 - Jun 2016

  English language teacher

  English classes with adults:- A1 intensive course,- individual classes - A1 level.

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  Textpartner

  Jul 2015 - Sept 2015

  Junior translator

  Translation tools: SDL Trados Studio, Memoq, Wordfast, Tstream Editor

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  Capgemini

  Oct 2015 - Oct 2016

  Customer service analyst - 1st line service desk agent

  IT Customer Analyst for an English client: • providing remote IT support and service delivery, • basic networking troubleshooting,• Basic Windows XP, Windows 7 troubleshooting and the resolution of reported issues,• logging tickets in ITSM (BMC Remedy),• Basic knowledge of Active Directory and Oracle database for user account setups.• working as a Deputy Inventory Manager,• providing back-up for a Knowledge Analyst,• running client-specific trainings for new joiners,• managing e-mail correspondence with the customers. Show less

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  Ibm

  Nov 2016 - Dec 2017

  Incident manager & major incident manager

  Coordination, supervision, and maintaining a daily level of service for medium (P2) and major (P1, MI) impact incidents for the client from the insurance sector.

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  Citi

  Jan 2018 - Mar 2018

  Assistant vice president - major incident manager

  - Coordinating Major Incidents affecting all Citi bank's regional areas around the world.- Supporting incidents for private and corporate banking as well as trade markets.

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  Atos

  Apr 2018 - now

  Service Delivery Manager for Ministry of Justice (UK) - Since March, 2019: Critical Incident Manager for a dedicated client from the government sector.- Since December, 2018: Additional responsibility of managing Major Incidents for multiple clients. - Responsible for coordinating High Priority Incidents with a potential of becoming Major Incidents. - Working on a multi-client support project with approximately 300 clients in scope.- Issuing business communication, running technical and management bridges and ensuring prompt service restoration.

  • Service Delivery Manager

    Mar 2021 - now

  • Critical Incident Manager

    Dec 2018 - May 2021

  • Situation Incident Manager

    Apr 2018 - Dec 2018