Nárcisz Katalin Zana

Experience

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  DXC Technology

  Aug 2013 - Aug 2015

  Senior Service Desk Analyst

  • Back-up support for major incidents reporting, part of the escalation team• Support on general and company specific technical issues• Providing solutions to various IT specific problems on different Windows based applications• Competent in Microsoft Office Standard applications• Contributing to meet the monthly SLA as a team

• 

  NNIT

  Aug 2015 - Dec 2021

  • End-to end Incident Management Process responsible for major customers in pharmaceutical and energy industry• KPI, SLA and OLA assurance• Stakeholder management both internal and external• Driving Taskforces for prolonged troubleshooting• Creator and owner of internal Service Operations Manuals• Reporting and trending• Establishing new processes and procedures, maintaining quality for existing ones • Mentoring and supervising new starters• Conducting training for new starters in different fields• Service Desk transition for a new customer: various tasks and responsibilities• IT know-how: Understanding and troubleshooting various technical issues• Updating and maintaining internal knowledge base

  • Service Manager

    Jan 2017 - Dec 2021

  • Advanced Support Center Analyst

    Aug 2015 - Jan 2017
• 

  The Adecco Group

  Jan 2022 - now

  Application Manager

  • Managing global support teams for application maintenance for back office and financial applications - L2 and L3 • Coordination and fulfilment of small enhancement requests for business or legal requirements• Managing the service delivery according to Service Level Agreements as well as internal and external audit polices• Ownership of security and compliance controls• Internal and external stakeholder management, vendor management• Continuous process improvements• Stakeholder in project scope for new roll outs and new feature activation• Incident, change and problem management Show less