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
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