Julian Gjoni

Experience

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  ICTS Albania

  Nov 2005 - Jan 2008

  Security Officer

  Passenger and Baggage SecurityTravel Documentation Verification for British Airways flightsSecurity at Check-in, Gate, and Duty-free areas

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  EU Parliament Office in Italy

  Sept 2008 - Feb 2009

  Internship Trainee

  ▪ Update of news and other sections of the website of the Office for Italy of the European Parliament.▪ Review of the Italian press on current issues, on the occasion of the European Parliament's plenarysessions and other events of European political relevance.▪ Collaboration in initiatives promoted by the European Parliament and the local Office.

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  OFFICE FOR DEMOCRATIC INSTITUTIONS & HUMAN RIGHTS (OSCE/ODHIR)

  May 2009 - Jul 2009

  Interpreter & Administrative Assistant

  Interpreter & Administrative Assistant to the International Long Terms Observers deployed in Albania.I have worked for OSCE/ODHIR missions during 3 electoral campaigns:1) Parliamentary Elections: May-July 2009;2) Local Elections: December 2006-February 2007;3) Parliamentary Elections: May – July 2005 Arrange the team’s daily meetings with political parties’ candidates, local authorities, election administration bodies, NGOs and media representatives. Provide simultaneous translation Albanian-English-Albanian during the team’s meetings with variousinterlocutors. Cooperate with the International Observers in drafting and compiling weekly reports to the Mission’s HQ. Cooperate with the International Observers in analyzing and assessing electoral findings and data. Clerical work, logistical assistance. Show less

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  Teleperformance Greece

  May 2010 - Aug 2019

  - Reporting: Prepare weekly & quarterly after sale reports using Dell EMEA Reseller Channel Database stored on SFDC.com.- Provision of Access: Ensure that all Dell partners have accurate account profiling and the correct level of access to Dell Marketing tools.Database: Maintain up to date the partner database. Perform weekly tasks to clean up duplicate accounts and make sure that channel sales are mapped correctly to partner accounts.- Business Escalations: Handle Business escalations coming from Dell Sales and Marketing departments. Requests include provision of expertise related to partner database, account troubleshooting or termination. Show less

  • Microsoft Technical Support Advocate

    Oct 2013 - Aug 2019

  • Back Office Database Analyst

    May 2010 - Oct 2013
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  ARHS Developments Hellas

  Aug 2019 - May 2023

  Client Project: Service Desk at Coca-Cola Hellenic Bottling CompanyIn this position, I am leading a team of ITC specialists that operate a 24-hour dedicated IT support service. Digital IT workflow, knowledge base and business processes handled in ServiceNow• Ensure a proper delivery of support services, in line with ITIL standards, aiming at guaranteeing a smooth and timely delivery of support by Service Desk team. This must be achieved through a detailed planning of resources, constant monitoring of team’s performance and early detection of potential and/or recurring issues that can disrupt the quality of service and of SLA.• Develop, set, and agree to SLA's standards and procedures with ITSM Managers. • Manage complex user relationships, influencing positive outcomes by using negotiation and communication skills.• Take record of users’ complaints by documenting what went wrong, thus by identifying root-cause and determine corrective actions either at process or delivery level. • Recommend improvements to Knowledge Base articles that establish technical and procedural solutions in use.• Sustain development of team by sharing responsibilities and acknowledging achievements. • Encourage consolidation of team’s technical knowledge through online courses and ITC established certifications Show less • Serve as the first point of contact for Coca-Cola HBC employees in Italy seeking technical assistance over the phone or email. The provision of support is related to computer systems, software, hardware and mobile devices.• Perform software remote troubleshooting through diagnostic techniques for SAP-ERP, Active Directory, Office 365, Microsoft Exchange Server, Windows, Apple iOS, VPN and Citrix.• Assess hardware failure and escalate replacement requests to 3rd party vendors.• Document, maintain and follow-up in a timely manner all pending solution cases and coordinate tasks between user and upper level technicians. • Evaluate the business impact in any given context and act accordingly to assign the accurate level of involvement of all IT teams. The focus here is to have a solution which holds the correct assignment of IT resources and priority level.• Identify potential gaps in the ticketing system and procedures and likewise suggest improvements to current Business service desk procedures. Show less

  • ICT Support Team Leader

    Sept 2022 - May 2023

  • ICT Service Desk Analyst

    Aug 2019 - Aug 2022
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  Deloitte

  May 2023 - now

  Senior Project Consultant

  Project Management - Oversee and coordinate ServiceNow implementation projects, ensuring successful delivery within defined timelines and budgets. Define project scope, objectives, and deliverables, and effectively communicate project progress to clients and stakeholders.Testing and Quality Assurance - Develop and execute comprehensive test plans to validate thefunctionality, performance, and reliability of ServiceNow platform implementations, conduct system testing, integration testing, and user acceptance testing to ensure successful deployment.User Training and Support - Conduct user training sessions to educate and empower users onutilizing the ServiceNow Platform effectively. Provide ongoing support and guidance to users,addressing their queries, troubleshooting issues, and ensuring high user satisfaction.Documentation and Knowledge sharing - Prepare detailed technical documentation, includingrequirements specifications, solution designs, configuration guided, and user manuals. Contribute to the knowledge base by sharing best practices, tips and tricks. Show less