Edina Stoica

Edina Stoica Problem Manager As having over 10 years of experience in the IT industry, I have worked on numerous projects where I have gained experience in team coordination, tracking the business key metrics, and managing operations based on the results. Contact Phone: - E-Mail:- Experience 2024 – until now IBM Brasov Problem Manager I have contributed to this role by creating the entire Problem Management Process from scratch, as it was not used before on the project. By consulting Incident Managers, SDMs, Client Managers and Defect Managers I have carefully inspected the pain areas and existing risks that our colleagues are facing. Therefore, I have planned a viable Problem Process which can bring more stability in the entire Process flow with the help of using standard ITIL instructions and process descriptions. The Problem Management Process was set into place, and the according documentation was created. The creation of RACI Matrix contributed with defining clear and individual roles in the Problem Process. Regular meetings were set up where the Problem details were discussed to obtain a higher Problem Ticket quality level. Managing and addressing internal and external Problem Tickets. Updating Problem Tickets in various ticketing tools and delivering updates to the German national agency. Documenting RCAs, Workarounds and Known Errors. Close collaboration with the Incident Management Team by creating and validating new Knowledge Management articles that are used for informing purposes or for new incident creation. Problem SLA and delivery terms were discussed and validated with the team; the SLAs were activated for Problem Management after the process creation. 2024 – 2024 IBM Brasov Quality and Continuity Manager Quality and Continuity Manager for Germany’s Healthcare System (electronic healthcare platform). Coordinating the team to obtain good service quality results. Working in close connection with the Delivery Project Executive. Writing and creating the standard quality procedures and perfecting the existing ones. Following-up with project documentation, updating current one. Leading the operational preparation for a new Roll-out and making sure that my team has all the information and documentation they need to conduct their support activities further on. Monitoring and analyzing team performance so that we can obtain a high-quality level and customer satisfaction throughout the project. I have set up meetings and collaborated with different departments so that the quality and performance standards could be achieved. 2019 - 2024 IBM Brasov Service Delivery Lead Service delivery lead for the biggest automotive group in Germany, leading 3 different teams, where 3 people were in Romania and 6 in Germany. Having experience by working with a professional group of people located in Brasov, Romania, and having to face all the challenges that come by leading a subcontractor company from Germany. Ensuring that the contractual performance levels and service agreements are met, as well as mitigating issues and contractual changes with the client. Preparing regular weekly and monthly reports and presentations for the customer. Manage escalations, providing root cause analysis as requested, managing service availability. I have collaborated with key users, customers and leading customer managers to optimize service delivery and delivery quality by taking ownership of the ITIL Processes and continual service improvement. Organizing online ITIL workshops and Q&As. Continuous service improvement by applying IBM principles and knowledge, as well as updating my knowledge insight of the PLM process and automotive industry. Organizing and managing the on- and offboarding materials and rights and roles for our team members. 2017 - 2019 IBM Brasov Team Lead PLM Team Lead of a small team (4 pers.), offering 2nd level support for the biggest automotive group in Germany. Parallel working on two accounts, where I was team lead for the same group of people, but me and my team took the challenge to work on two customer accounts. Handling team calls, customer calls, planning new releases within the team, holding team presentations, keeping up with the client and offering our best support activities and knowledge to the client. Mentoring colleagues and organizing knowledge transfer sessions for the colleagues who were new or who needed to acquire knowledge from our team. Planning the daily to-dos and distributing the tickets through my colleagues. Planning the availability of my team and validating the release plan with our client. Forming a relationship directly with the client, who always called when needed consultation from our perspective. me by phone when something was wrong or 2015 - 2017 IBM Brasov First Contact Person I was the first contact person for the client and organized the team by prioritizing the most important tasks and planning operational tasks so that we could achieve client satisfaction. Taking over weekend deployments and organizing the availability of the team in weekends and after working ho urs for stand-by activities. Communicating with the clients, with my manager and with other departments with who we needed to plan the deployments. Mentoring new colleagues and giving them the appropriate information so that they can carry-out the stand-by activities. 2012 - 2015 IBM Brasov Operations Analyst PLM 2nd level consultant for one of the biggest German automotive companies from the industry. Resolving technical issues, client handling and consultation, experience with ITIL processes. Creating documentation for knowledge management handbooks. PLM knowledge, CATIA/ENOVIA/Teamcenter knowledge, solving technical problems of the internally used 3D-Modelling software. Education: 2011 – Bachelor’s degree in industrial engineering / Transylvania University of Brasov Certifications & Trainings • ITIL® V4 Foundation Certificate in IT Service Management • AZ-900 Microsoft Azure Fundamentals Certificate • Lean Six Sigma White Belt and Yellow Belt Certificate • Cognos Professional Report Authoring Foundation course. • Automotive Industry Silver Badge • IBM Mentor Badge • IBM Agile Explorer Badge • Enterprise Design Thinking Practitioner Badge Expertise • • • • • • • • • • • • • • • • Service Delivery Management Client handling and consultation Reporting and SLA handling Quality Management Incident, Problem, Change Management Availability Management Team coordination Access Management PLM Industry Automotive knowledge Healthcare Industry knowledge CATIA, ENOVIA, DELMIA, Teamcenter, Windchill Windows Application Server configurations Installation, configuration, prerequisites set-up and application installation Oracle DB knowledge Microsoft Office Suite (Word, Excel, PowerPoint) Photoshop and Illustrator – beginner knowledge Language • • • • • English – Fluent, C1 German – Advanced, B2 Romanian – Native Language, C2 Hungarian – Native Language, C2 Danish – Beginner, A1