Petra Vucinic

Experience

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  Eyes on Europe

  Sept 2005 - Sept 2010

  Graphic Designer

  Layout and conception of the magazineEyes on Europe N°8http://www.eyes-on-europe.eu/wp-content/uploads/2012/04/Eyes-on-europe-N%C2%B08.pdf

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  Brice

  Aug 2007 - Feb 2008

  Assistante de vente
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  Croatian Chamber of Economy, Brussels (HGK Hrvatska Gospodarska Komora)

  May 2008 - May 2009

  Gérante administrative polyvalente
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  Eurocontrol

  Nov 2011 - Aug 2012

  IT Trainee

  PADAC: PRISMIL Automated Data Acquisition and CollectionWhat is PADAC : Data Acquisition and Collection tool (PADAC) was developed and installed at the Belgium military ATCC, now followed by ongoing similar implementations in other Member States. Furthermore, a PRISMIL tactical performance dashboard has been developed to provide customised views on the current status of the critical performance against required performance target. Therefore, from a technical and techno- logical perspective, PRISMIL has now matured enough to be ready to begin functioning as envisaged. Additionally, the PRISMIL team performed a feasibility study of civil- military data correlation in support of the civil-military KPI ‘Civil Use of Released and Available Airspace’.The tasks I have been involved in:Developing the data importation part of PADAC- developing in C# , FrameWork .NET 4.0- Excel to Access Database- WPF Interface Show less

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  Embassy of Croatia in Belgium

  Sept 2012 - Jul 2015

  Assistant
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  European Commission

  Sept 2015 - May 2021

  Quality Control Manager- Incident/Problem Management - DIGIT - Operational Team

  Responsible for ensuring the quality of IT services offered to users in the Digital Workplace Support unit ofthe European Commission.• Conducted comprehensive quality control assessments of the Incident Management workflow withinthe IT Infrastructure Consolidation (ITIC) support service.• Checked data accuracy and scrutinised processes, including Service Level Agreement (SLA) compliance,to ensure adherence to standards.• Implemented regular audits of deliverables provided by the EC Contractor, validating compliance withcontractual obligations outlined in the ITIC Service Mode Call for Tender.• Played a crucial role in identifying weaknesses in IT services through internal analysis and feedbackfrom major ITIC stakeholders.• Initiated ad-hoc projects within the framework of Continual Service Improvement, addressingidentified weaknesses in both DIGIT and ITIC scopes.• Collaborated with key stakeholders to gather feedback and insights for the improvement of IT servicesoffered to EC employees.• Contributed to enhancing overall service quality and efficiency by monitoring and analysing IncidentManagement processes.• Using an ITSM for : o Tracking incident and problem information in the ticketing system (SMT) o Contributing to the technical knowledge database o Controlling a high degree of client satisfaction in all work undertaken by the support team o Liaising internally and externally to enable client queries to be answered and problems solved o Controlling the compliance agreements SLA o Incident Queue Management o Incident Analyst/Request Fulfilment o Problem Queue Management o Problem Analysis o User's Feedback Analysis o Change management o Prioritize incidents (priority based on urgency and impact) o User satisfaction• Work environment strict security• Working in ITIL environment Presentation at Conferences Show less

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  AllScale - European Union’s Horizon 2020

  Apr 2016 - Nov 2018

  Graphic Designer

  An Exascale Programming, Multi-objective Optimisation and Resilience Management Environment Based on Nested Recursive Parallelism

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  European Parliament

  May 2021 - now

  Office systems Assistant DG ITEC - DES - SERVQUAL

  • ServiceNow ITSM Platform Implementation- Spearheaded the integration of the ServiceNow ITSM platform, emphasising the optimization ofKnowledge Management.- Developed and implemented a robust corporate knowledge framework, enhancing knowledgemanagement practices.• Knowledge Management Initiatives- Formulated and executed a comprehensive Knowledge Management Plan to improve access toIT-related information.- Led the implementation of a knowledge management system, capturing and organising newknowledge to enhance organisational learning.- Managed the Knowledge Management aspect of ServiceNow, including the design of knowledgebases and the migration of a substantial IT wiki section.- Successfully implemented a leading-edge knowledge management system, ensuring efficientcategorisation and retrieval of IT-related content.• Knowledge Dissemination and Cultivation- Ensured accurate knowledge dissemination to relevant stakeholders for the prompt applicationto business processes.- Championed a culture of knowledge-sharing and collaborative workflows across departmentsand project teams.• Continual Improvement Management- Managed the Continual Improvement Management request, updating it during meetings anddiscussing requests with management for approval or rejection.• Correction of Reports and Handling Special Allocation Requests- Applied reporting proficiency from the European Commission to rectify reports within DG ITEC.- Managed special allocation requests for mobile phones, addressing exceptions effectively.• Service Metrics and Performance Monitoring & Surveys- Took charge of defining, tracking, and analysing service metrics to gauge performance andidentify areas for improvement.-Implemented effective performance monitoring strategies, ensuring adherence to service levelagreements (SLAs) and enhancing overall service quality.- Led IT surveys to gather valuable feedback for continuous improvement and user satisfaction. Show less