Denisa Danca

Experience

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  Guvernul României

  Apr 2014 - May 2014

  Intern

  Ministry of Labor, Family and Social Protection - Research and documentation about Public Acquisitions

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  Guvernul României

  Jul 2014 - Sept 2014

  Intern

  Ministry of Regional Development and Public Administration - Research and documentation about European funding programmes, I offered responses to people who needed law enforcement clarifications

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  Vodafone

  Jan 2016 - Dec 2018

  Monitoring the main services platforms of the German Network Operations Center, analyzing the key performance indicators (KPI) for the value added services network, performing periodically reports. In collaboration with 2nd Line Operation teams, work out procedures related to the analysis of alarms in order to detect and eliminate faults.Main responsabilities:• troubleshooting alarms and faults occurred in the network• dispatching and assisting the field engineers in case of incidents occured in the network ( example : faulty hard-drives that need to be replaced)• Vodafone Germany Value Added Services Network 24/7 Support• escalation to 2nd level support for cases that need advanced troubleshooting• escalation to the incident management in case of major and critical incidents• monitoring the following platforms: Servers based on Linux, Vodafone Cloud Infrastructure, AAA for Mobile and Fixed Network, BBB – Bandwidth Limitation, DNS, PCRF, LDAP, IN – Intelligence Network Platforms for Prepaid, Postpaid, Web-Wap Applications. Show less Service Desk Level 1 Agent with German and EnglishVodafone Shared Services Romania, str. Avrig 3-5Handling customer IT Demands via Voice/Non-Voice, problem solving according to standard operating procedures, problem management, technical supportPersonal achievements: • Vodafone Star Award;• I was a buddy since the 2nd week I started working on the project until I took over the web to tickets; • I was on the VIP telephone line;• I participated to the White Belt Lean Six Sigma training;• Responsible for the tickets created by our customers, web to tickets that are more difficult to deal with, because of the manner they are created and poorly documented (also, w2t are harder to solve (there are problems that could not be solved by calling CSD or that can not be solved immediately) and take more time then normally - they are sometimes created by people that already had a difficult experience calling CSD. I managed to improve the image of w2t – good feedbacks can speak for themselves;• In the 3rd week on the project I took over new responsabilities: new joiners accesses in Vodafone Tools (for example: the old collegues had almost half of the accesses missing and I managed to offer them all of the accesses), Vodafone Team presentation;• I was a member of the BCP Team;• I improved the process by creating useful templates when Service Enablement did not exist; • Since I started on this project I always helped my Level 1 collegues Show less

  • Engineer VAS & Cloud with German

    Sept 2017 - Dec 2018

  • Service Desk Level 1 Agent with German

    Jan 2016 - Aug 2017
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  IBM

  Jan 2019 - now

  Analyst and Application Support Specialist with German

  ● Responsible for Incident, Problem, Change, Release, Configuration Management, Technical Support;● Provide basics tasks of 3rd level support including debugging, test cases;● Participate in the production and maintenance of the infrastructure requirements for the new IT projects and the major releases of the existing IT systems and applications;● Provide support in all deployment and administration related activities;● Definition and Performing daily health checks (e.g. daily data imports, file transfers and provisioning on dedicated servers, etc.);● Databases (e.g. central DB processes, error writing processes, table spaces, load and performance characteristics etc.);● Interfaces (e.g. log files, scripts, file transfers etc.)● SLA checkpoints (e.g. server response times, downtimes, process availability, etc.); Create/Update product documentation. Show less