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
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
Similar Profiles
Aina OladunniAina Oladunni
DISABILITY ANALYST NURSE at ATOS IT SERVICES UK LTD/ INDEPENENT ASSESSMENT SERVICESDISABILITY ANALYST NURSE at ATOS IT SERVICES UK LTD/ INDEPENENT ASSESSMENT SERVICES
BARATH ABARATH A
Systems Engineer at ATOS Global IT Solutions And Services PrivateSystems Engineer at ATOS Global IT Solutions And Services Private
ADRIAN WILFRED ADRIAN WILFRED null
Incident Management Analyst at Atos Services (M) Sdn BhdIncident Management Analyst at Atos Services (M) Sdn Bhd
Dragos - George CheptanaruDragos - George Cheptanaru
Producer at Carpathian Motion Pictures S.R.LProducer at Carpathian Motion Pictures S.R.L
Luca AlexandruLuca Alexandru
Level 2 Functional Support Engineer at Alten ADC IasiLevel 2 Functional Support Engineer at Alten ADC Iasi