Stefana-Alexandra Lupu
Process Manager
Iasi
Summary
Experienced Analyst with a strong background in Service Desk operations. Skilled in knowledge management and creating/updating procedures for enhanced efficiency. Proven track record in change management, successfully implementing standard changes and providing stakeholders with necessary details. Extensive knowledge and expertise in ITIL processes, well-equipped to handle complex IT environments. Known for excellent written and verbal communication skills and empathic listening. Thrives in fast-paced environments, excels at prioritizing tasks and adapting proactively to new situations.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Incident and Change Manager
Atos IT Services And Consulting
Iasi, Iasi
09.2021 - 05.2024
- Client meetings - operational and strategy oriented
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Handling incidents according to SLAs
- Escalation point to expedite incident resolution
- Liaison with team managers of all Technical Experts (or delivery teams)
- Diagnose and prioritize incidents
- Ensure that Incident Management KPIs are reported, and their targets met
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Ensured compliance with regulatory standards while executing change management activities.
Support Analyst
Affirma
06.2021 - 08.2021
- Execution of validation quickly and accurately
- Frequent communication with internal and external teams
- Identify discrepancies with deals and communicate/escalate accordingly
- Follow up through completion of validation of deals that may require additional touch points before validation is able to be completed
- Accountable and responsible for closing out deals and completion of side tasks
- Identify and escalate gaps in processes to management in order to streamline program rules with stakeholders and OCP leadership
- Update existing documentation to reflect updates to validation process/rules
- Ensure compliance and audit trails for changes made to deals at request of partner and/or the client seller
User Support Specialist
Signant Health
11.2017 - 05.2021
- Provide administrative support to the Project Delivery Teams and Helpdesk
- Set up, maintain, deactivate and verify the user accounts in accordance with QMS
- Responding to requests from both internal and external customers quickly, efficiently and accurately
- Working with specific tools for data validation as electronic healthcare for patients
- Transcribe large amounts of information accurately and quickly
- Ensure data is being handled properly by authorized parties
Service Desk Technician
Cegeka Romania
03.2016 - 11.2017
- SPOC for multiple clients
- Trained new employees and explain protocols and procedures
- Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions
- Maintaining and updating customers device database (Quality and Compliance tasks)
- Documented all inquiries within CA Service Desk Manager Management system, followed appropriate guidelines
- Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users)
- Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily
- Configured and installed software for end-users' desktops, scanners, terminals
- Handling monthly quality reports inside the team
HR Data Analyst
Xerox Business Services (CONDUENT)
06.2014 - 03.2016
- Maintenance of holiday records of client's employees
- Handling maternity and paternity leaves
- Handling 3rd parties fixed-term contracts
- Maintaining and updating databases with employees' information
- Keeping employees updated regarding their benefits
- Used Remedy and proprietary Xerox ticketing tools
Education
High School Diploma -
Dimitrie Cantemir Theoretical Highschool
Iasi, Romania 09.2003 - 06.2007
Skills
Knowledge management skills
Change management skills
MS Office Suite
ITIL process
Excel
Customer focus
Change request tracking
Teamwork and collaboration
Multitasking Abilities
Communication Skills
- Good written and verbal communication skills
- Empathic listener
- Articulate, and professional speaking abilities
- Customer care
- Reporting to other people
- Ability to interact with new people verbally or in writing
- Able to build productive relationship
Timeline
Incident and Change Manager
Atos IT Services And Consulting
09.2021 - 05.2024
Support Analyst
Affirma
06.2021 - 08.2021
User Support Specialist
Signant Health
11.2017 - 05.2021
Service Desk Technician
Cegeka Romania
03.2016 - 11.2017
HR Data Analyst
Xerox Business Services (CONDUENT)
06.2014 - 03.2016
High School Diploma -
Dimitrie Cantemir Theoretical Highschool
09.2003 - 06.2007