Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Simona-Veronica Ganga

Cluj- Napoca

Summary

As a Knowledge and Incident Manager for the European Region at PVH Corp., I oversee the creation, maintenance, and dissemination of knowledge assets for the IT department of one of the world's largest apparel companies. With over 10 years of experience in the information technology and services industry, I have developed a strong expertise in ITIL, IT Service Management, Management, Teamwork, and Team Leadership. In my current role, I work with a diverse and cross-functional team of IT professionals, business stakeholders, and external partners to ensure the quality, consistency, and accessibility of knowledge across the organization. I also manage the resolution of incidents and problems and implement process improvement initiatives to enhance customer satisfaction and operational efficiency. My mission is to enable knowledge acquisition and management as a strategic asset and a competitive advantage for PVH Corp.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Knowledge and Incident Manager for the European Region

PVH Corp.
01.2023 - Current
  • As Knowledge and Incident Manager, I assume a critical role in optimizing operational efficiency and customer satisfaction
  • My responsibilities encompass the following key areas: Knowledge Management, Incident Resolution, Continuous Improvement, Stakeholder Collaboration, Training and Documentation.

Knowledge Manager for the European Region

PVH Corp.
06.2022 - 01.2023
  • In my role as a Knowledge Manager for the European Region, I have been instrumental in optimizing knowledge resources and fostering a culture of collaboration
  • My responsibilities have included developing and implementing strategic knowledge management initiatives tailored to the European context.

Senior Knowledge Manager/ Senior Service Management Consultant

Endava
01.2022 - 08.2022
  • As a Senior Knowledge Manager and Senior Service Management Consultant, my career has revolved around shaping strategic knowledge management and service excellence
  • My responsibilities have spanned the design and execution of knowledge management strategies, ensuring the quality and accessibility of information, and providing expert guidance on service management practices.

Knowledge Manager/ Service Management Consultant

Endava
01.2021 - 01.2022
  • As a Knowledge Manager and Service Management Consultant, I have excelled in the strategic management of organizational knowledge resources and the enhancement of service delivery processes
  • My role involved implementing efficient knowledge management strategies, overseeing content governance, and providing expert guidance on service management practices.

Knowledge Manager

Endava
01.2017 - 01.2021
  • As a Knowledge Manager, I have been instrumental in shaping and implementing effective knowledge management strategies
  • My role involves curating, organizing, and optimizing knowledge resources to enhance operational efficiency and decision-making.

Knowledge Coordinator

Endava
11.2016 - 11.2017
  • In the capacity of a Knowledge Coordinator, I have been responsible for orchestrating the seamless flow of information and resources within the organization
  • My role involves managing knowledge repositories, facilitating collaboration, and ensuring the accessibility and accuracy of critical information.

Service Desk Analyst

Endava
03.2014 - 10.2016
  • As a Service Desk Analyst, I have been a pivotal point of contact for resolving IT-related issues and providing top-tier customer support
  • My role includes efficiently diagnosing problems, offering effective solutions, and documenting incidents with precision.

Customer Service Representative

Yardi Software India Pvt Ltd
08.2013 - 03.2014
  • In my capacity as a Customer Service Representative, I have been dedicated to delivering exceptional customer experiences
  • My role involves addressing inquiries, resolving issues, and providing personalized solutions to meet customer needs.

Team Lead

CGS (Computer Generated Solutions)
08.2012 - 08.2013
  • As a Team Lead, I have demonstrated strong leadership abilities by guiding and motivating my team to achieve collective goals
  • My responsibilities include fostering collaboration, setting clear objectives, and providing mentorship to team members.

Backup Supervisor

CGS (Computer Generated Solutions)
12.2011 - 08.2012
  • In my role as a Backup Supervisor, I have taken on a leadership position focused on ensuring operational continuity and team performance
  • I am responsible for stepping in when needed to oversee operations, guide team members, and maintain workflow during critical situations.

Customer Service Representative

CGS (Computer Generated Solutions)
08.2011 - 12.2011
  • As a Customer Service Representative, I've been committed to providing outstanding customer experiences
  • My responsibilities include handling inquiries, resolving problems, and offering tailored solutions to meet individual customer requirements.

Education

Master's Degree - Language Interpretation and Translation

Lucian Blaga University of Sibiu
01.2011

Bachelor's Degree - Psychology

Spiru Haret University of Bucharest
01.2011

Bachelor's Degree - Foreign Languages and Literatures, General

Lucian Blaga University of Sibiu
01.2008

High School - Foreign Languages and Literatures, General

Horea Closca and Crisan College
01.2005

Skills

  • Attitude Change
  • Time Management
  • People Management
  • Resource Utilization
  • Remediation Planning
  • Technical Troubleshooting
  • Post Incident Reviews
  • Requirements Gathering
  • Team Engagement
  • Policy Enforcement
  • Data Collection and Review
  • Impact Limitation Processes
  • Interpersonal and Written Communication
  • Root Cause Analysis
  • Effective Communication
  • Resolution Team Engagement
  • Incident Priority Assessment
  • Department Management
  • Equipment Procurement
  • Budget Administration
  • User Support
  • Project Leadership
  • Operational Reporting
  • Agile Framework
  • Requirements Analysis
  • Project Planning
  • IT Infrastructure Proficiency
  • Project Lifecycle Management
  • Scope Definition
  • Product Development

Certification

  • ITIL Foundation 4 First Look
  • ITIL Foundation Certificate in IT Service Management
  • Cambridge Proficiency in English
  • Knowledge Management Foundation
  • ISO/IEC 20000 Foundation

Languages

Italian
Romanian
Hungarian
German
Portuguese
English
French
Japanese
Russian
Chinese

Timeline

Knowledge and Incident Manager for the European Region

PVH Corp.
01.2023 - Current

Knowledge Manager for the European Region

PVH Corp.
06.2022 - 01.2023

Senior Knowledge Manager/ Senior Service Management Consultant

Endava
01.2022 - 08.2022

Knowledge Manager/ Service Management Consultant

Endava
01.2021 - 01.2022

Knowledge Manager

Endava
01.2017 - 01.2021

Knowledge Coordinator

Endava
11.2016 - 11.2017

Service Desk Analyst

Endava
03.2014 - 10.2016

Customer Service Representative

Yardi Software India Pvt Ltd
08.2013 - 03.2014

Team Lead

CGS (Computer Generated Solutions)
08.2012 - 08.2013

Backup Supervisor

CGS (Computer Generated Solutions)
12.2011 - 08.2012

Customer Service Representative

CGS (Computer Generated Solutions)
08.2011 - 12.2011

Master's Degree - Language Interpretation and Translation

Lucian Blaga University of Sibiu

Bachelor's Degree - Psychology

Spiru Haret University of Bucharest

Bachelor's Degree - Foreign Languages and Literatures, General

Lucian Blaga University of Sibiu

High School - Foreign Languages and Literatures, General

Horea Closca and Crisan College
Simona-Veronica Ganga