Curriculum vitae
PERSONAL INFORMATION Andreea
Nicolau
31, Toporasi, 050343 Bucharest (Romania)
(--https://www.linkedin.com/pub/andreea-nicolau/2b/bb/296
Service Delivery Manager – Server Managed Services (Ecta 74
Software S.R.L contractor for IBM)
POSITION
WORK EXPERIENCE
Service Deliver Manager – Server Managed Services
Feb 2018–Present
01/04/16
IBM, Bucharest (Romania)
Project description:
The purpose of the team is to offer support to IBM organizations in exchanging data
with customers, problem analysis and problem recreation.
We work on delivering both standard and non-standard IT environments to support
teams in order to deliver contracted services for customers.
ITCS 104 ECuRep is IBMs strategic worldwide Technical Support solution for client
diagnostic data transmission, storing and analysis.
Job description:
Customer facing experience in: setting realistic expectations, responding to
escalations, resolving issues, performing follow-up / follow-through and providing high
quality support;
Handling non-technical incidents and service requests, overdue requests monitoring,
managing all client escalations, performing weekly & monthly reports, assist
documentation of best practices and materials;
Participating and scheduling interviews with new team members, On-boarding and
Off-boarding of team members, yearly documentation article review (for each team).
Job responsibilities:
Providing leadership & coordination of internal project team(s), monitoring and
supporting the delivery of agreed services on the project;
Acting as the main point of contact for the internal project team, being fully aware of
the overall project status & planned activities;
Cascading information at different layers internally & enable efficient communication
with both internal & external stakeholders;
Representing the first point of escalation for the project service within the escalation
matrix, responsible to manage & address effectively all communicated issues/
complaints;
Ensuring that issues are addressed properly and process improvements are put in
place to increase service quality, effectiveness & efficiency;
Driving operational excellence through creation, adoption and maturity of project tools
and processes;
Assuring service quality objectives, implementing of governance and responsiveness
through KPI’s and metrics;
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Curriculum vitae
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Enabling ITIL maturity and global adoption levels focusing on the core ITIL process
areas with emphasis on Incident, Problem, Change Management & Request
Fulfillment competencies;
Working with the service solution and project team to ensure that new services are
introduced & operationalized correctly;
In addition, I`m prepared to carry out any other reasonable duties as requested.
Customer Service Desk Team Leader
Jan 2015–Jan 2018
IBM, Bucharest (Romania)
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Manage the performance of services to customer, ensure that service levels are
achieved in line with contracts and that customer expectations are met or exceeded;
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Facilitating problem solving and collaboration;
Maintain healthy group dynamics;
Intervene when necessary to aid the group in resolving issues;
Ensure that the team members have the necessary education and training to
effectively participate on the team;
Encourage creativity, risk-taking, and constant improvement;
Coordinate with internal and external customers as necessary;
Ensure that the team addresses all relevant issues within the specifications and
various standards;- Provide necessary business information;
Initiate sub-groups as appropriate to resolve issues and perform tasks in parallel;
Help keep the team focused and on track;
Keep the project manager informed of task accomplishment, issues and status;
Escalate issues which cannot be resolved by the team;
Provide guidance to the team based on management direction.
-
Job responsibilities:
Achieve team performance objectives and keep the process conformity SLA;- Keeping
the team up to date;
Follow up with the team;
Joining weekly meetings with the team;
Joining conference calls with Upper Management;
Coordinating the Project Officer team and agents;
Make sure the deadlines are kept;
Ensuring team acts in a consistent manner and in line with response criteria by
managing team readiness, availability and timely responses within agreed working
hours;
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Develop and maintain positive interlocks with the other teams;
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Proactively advise and recommend specific actions to PO/agent teams on critical
situations or similar incidents where an understanding of the issue and the client
situation is required; - Ensure continuity of availability of team members.
Project Officer
Aug 2011–Dec 2014 IBM, Bucharest (Romania)
- Dispatch of tickets to agents (new tickets and existing tickets left in Call Dealer, Technical
Work etc)
- E-mail dispatching from 1st Level support and also Escalation Support mail box
- Daily reports and running weekly performance reports
- Assist documentation of best practices and materials
- Monitoring ticketing tool for all the tickets and also monitoring the tickets from SLAs and QA
point of view
- Keeping the agents up to date- Follow up with the team- Joining weekly meetings with the
team
01/04/16
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Curriculum vitae
Account Executive
Jun 2010–Aug 2011
Ascend Media, Bucharest (Romania)
- Market research (only corporate), negotiating and concluding PR contracts.
- Reporting: Daily and monthly activity and performance reports.
Financial Consultant
Sep 2009–Jan 2010
KD Life Insurance Company, Bucharest (Romania)
- Market re-search and concluding life insurance contracts.
Backoffice Coordinator
Nov 2008–Sep 2009
Tikshoov, Bucharest (Romania)
- E-mail dispatching, weekly and monthly performance reports.
Shift Leader
Apr 2008–Nov 2008
Tikshoov, Bucharest (Romania)
- Dispatch of calls to agents, email dispatching, weekly and monthly performance reports.
Customer Service Agent
Feb 2008–Apr 2008
Tikshoov, Bucharest (Romania)
- Technical and documentation support for Boom Tv customers.
EDUCATION AND TRAINING-
Master
Bucharest University of Economic Studies, Bucharest (Romania)
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Bachelor
Bucharest University of Economic Studies, Bucharest (Romania)
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Highschool
National College "Mihai Eminescu", Bucharest (Romania)
PERSONAL SKILLS
Mother tongue(s) Romanian
Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user Common European
Framework of Reference for Languages
01/04/16
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Curriculum vitae
Communication skills
- Very good communication skills gained through my experience in Customer Service Desk
activity field
Organisational / managerial skills
- Leadership (currently responsible for a team of 13 people)
- Good organisational skills gained as Project Officer in Customer Service Desk activity field
- Good team-leading skills gained as Team Leader in L1&L2 area fields
Job-related skills
-Good reporting skills (currently responsible for tickets quality check and also for achieving
team performance objectives and keeping the process conformity SLAs)
-Mentoring skills (as Project Officer I was responsible for the training and induction of new team
members and also assisting documentation of best practices and materials)
Driving licence B
ADDITIONAL INFORMATION
Courses
- French language A2.2 – B1.2 (INSTITUT FRANÇAIS DE BUCAREST, 2016)
- Linux Basics and Installation (IBM, 2015)
- Project Management Fundamentals (IBM, 2015)
- Understanding WWPMM (World Wide Project Management Method) - IBM 2015
- Introduction to Organizational Change Management (IBM 2012)
- Project Management Orientation (IBM, 2012)
Certifications
- ITIL® Version 3 Foundation (EXIN, November 2012)
- European Computer Driving License – ECDL Core (ECDL Romania, 2010)
01/04/16
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