Gloria Otescu

Experience

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  Continental

  Jul 2009 - Jan 2011

  Help Desk Support

  IT Support for all Continental Employees from Germania, Austria, NAFTA, Asia, realized in german and/or english.IT Support:- Lotus Notes 6.5 si 8.5 (initial and advanced configuration, arhive recovery support .nsf, .id files)- Office 2007- HPSM (Ticketing System)- Remedy (Ticketing System)SAP:- user management- support R/3 Basis- Active Directory (Users, Shares, Policy)- Remote Connection (Landesk, Dameware, NetMeeting)

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  Bosch Communication Center

  Jan 2011 - Jul 2011

  Help Desk Support

  IT Support:- Outlook (initial and advanced confguration, arhive support .pst, etc.)- Office 2003/2007- BMC Remedy SMT (Ticketing System)- Remote Connection (VNC, NetMeeting)- SAP R/3 Basis User support and Training- Windows client configurationCSI Responsible (Customer Satisfaction Survey)

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  Atos

  Jul 2011 - Dec 2011

  Change Coordinator

  - Change Coordinator for all major internal customers having in scope the management and coordination of customers change requests,- Controlling the change implementations and respectively the sub-project within the scope of the agreed due dates, costs and quality to the customers satisfaction.- Responsible for sub-projects towards the project management for changes.- Analysis of information, knowledge and experiences in the course of the change implementation and provision of the results in basic project reports.- Managing escalation from customers, business partners and team members. Show less

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  Nagarro

  Dec 2011 - Apr 2013

  IT Projects Coordinator

  Support and coordinate an international software development team.The activities are related to assigning and fulfilling tasks within the requested time frames, evaluating, controlling and reporting.Service Processes (Enabling, Controlling)• Service Processes Training• 3rd Level Ticket Controlling• Communication Interface between. 2nd and 3rd Level• Root Cause Analysis Controlling• Problem Management CoordinationQuality Assurance• Incident Management• Root Cause Analysis Quality• Development Show less

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  Infosys BPO

  Apr 2013 - Jul 2015

  o Deliver the team targetso Deliver effective coachingo Deliver client service level agreements and KPIso Manage and motivate the quality performance of a team of up to 20 Advisorso Ensure Advisors are delivering individual sales targetso Maximise productivityo Report and distribute management information highlighting areas for improvement and those of concernand opportunityo Recommend and implement operational process and platforms improvemento Appraise and develop staffo Work towards and implement best practice Show less

  • Team Leader

    Aug 2013 - Jul 2015

  • Senior Process Executive

    Apr 2013 - Aug 2013
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  Concentrix

  Jul 2015 - Sept 2022

  Team Leader- Supervise team of direct reports, complete performance appraisals, provide professional guidance, and other supervisory duties; as needed- Ensure all internal and external Service Level Agreements are met for incidents and requests- Monitor and manage Queue and Ressource availability- Create and implement ITIL-based procedures and processes- Close cooperation and follow-up with 2nd and 3rd Level Resolver Group- Monitoring KPI and SLA- Ensure Training and Coaching for all agents- Quality check for processed tickets and calls Incident Manager:- Acting as the outage manager for major incidents, driving service restoration (through workaround where possible) and providing communication- Monitoring SLA performance for all incidents- Managing the incident tickets after proper incident validation and ensuring incident tickets are updated on regular basis- Ensuring Change & Problem Management process is triggered for all appropriate incidents Problem Manager:- Perform the management of reactive root-analysis- Ensure adherence of the process and escalation requirements within the various support and delivery areas- Ensure that Problems are diagnosed, logged and escalated to appropriate and consistent quality standards- Co-ordinate Helpdesk Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems Change Manager- Receive, log and allocate a priority to all requests for changes- Table RFCs for CAB meeting, issue an agenda and circulate requests for changes to CAB members in advance of meetings to allow prior consideration- Issue change schedules and follow up on successful closure or fallback Show less

  • Information Technology Service Delivery Manager

    Jul 2018 - Sept 2022

  • Helpdesk Team Manager

    Jul 2015 - Jul 2018
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  Infosys Consulting

  Sept 2022 - now

  Project Manager