Irina Baraboi

IRINA BARABOI Service Delivery Specialist 30 years old Iasi, Romania Languages Romanian (Native speaker), French (Advanced), Italian (Advanced), English (Advanced) Contact Information: Phone - Email:- Education Agile and Scrum in SDLC by Pentalog Lean Six Sigma Yellow Belt Certification ITIL Foundations Project Management and Leadership by Edurom Bachelor’s Degree in Management Informational Systems at Faculty of Economics and Business Administration, UAIC University. Skills Storing and exchanging data: Networks and Systems: Cloud: DBMS: Tools: Protocols: Languages: Miscellaneous: Soft Skills: XML, JSON, YAML, ASCII Windows, Citrix, Linux, AD AWS Microsoft SQL Server, MySQL, Navicat SQL, PostgreSQL Jira, Confluence, Splunk, ITSM, ServiceNow, GitHub, AWS WorkSpace, Postman, MobaXterm, Elastigraph, Grafana, Prismic HTTP, HTTPS, FTP, SFTP basic HTML Agile Methodology and Scrum Framework Communication Skills, Active Listening, Negotiation Skills, Adaptability, Problem Solving Skills, Team Management Skills, Leadership, Teamwork, Customer orientated, Product Oriented Experience PENTALOG , Service Delivery Specialist, August 2018 – present CLIENT An online designer furniture retailer created in 2010 and based in London, England. Their business model is based on the idea of selling furniture directly from the makers, with no warehouses, no physical stores and no middlemen, in order to offer top-quality products at affordable prices. PROJECT The goal of the project is to manage any technical queries and requirements received from members of the clients side and improve communication between front-end dev and back-end dev teams and non technical teams – investigate/ fix /monitor/change update raised issues on Jira. MISSION DESCRIPTION The Service Delivery Specialist within the project is responsible with managing and monitoring all system errors or in-between system communication failures happened after sprint release and backlog fixes and reporting them to the DEV teams, monitor the status of the website parameters using Grafana tool, being up to date and present in the Planning and Demo meetings, meanwhile maintaing a close connection with the non tech departments. Main activities are listed bellow • Participate at Daily, Planning and Sprint review meetings. • Participate in 3 Amigos sessions in order to understand how implemented changes will affect the flow • Managing, investigating and solving issues on a daily basis. • Extracting monthly reports from systems DB with incorrect, incomplete data and provide it to the relevant teams. • Root cause analysis for issues found during investigations • Identifying and logging BUGs, Spike tickets, Tasks in Jira for relevant DEV teams. • Testing scenarios reported by customer and providing feedback on the results. • Use and run Python Scripts to fix great amounts of data. • Planning, conducting or participating in the investigation, cause and implementing cleanup processes in DBs (ERP DB, Magento DB, Akeneo DB) and warehouse management systems. • Impact analysis and review meetings with POs about possible new implementation and how it would affect the existing flows . • Performing Database migration from one system to another(Warehouse Systems/ Akeneao) Helping dev teams with testing new features. • Meeting project SLAs and quality Standard. • Performing cache clearing sessions on MobaXterm and MWS services during sale periods. Updating data in various systems using Postman, Eventstore and also SQL / PostgreSQL • • • Keeping in contact with the non tech department and providing constant updates on: Front Office/Back-office ticket status, major found or possible issues and systems affected. Helping with End user Documentation creation. Mapping and implementing rules in YAML format in Akeneo SKILLS : Prismic, Magento, Akeneo, JIRA and Confluence, Elastigraph, GitHub repository, Navicat SQL, PostgreSQL, Eventstore, ERP, Postman, AWS BASWARE, Software Support Consultant , June 2017- August 2018 COMPANY Basware is a vendor of networked purchase-to-pay (P2P), e-invoicing, procurement, and financing software and services that offers multi-tenant and single-tenant cloud, on-premises and hybrid deployment options. PROJECT The project is a SaaS platform that provides costumers with and end-to-end invoicing and procurement solution, being able to transpose any type of document in XML, PDF format . MISSION DESCRIPTION Software Support Consultant within a company specialized in : • Providing troubleshooting and 2nd line support for Basware's SaaS /On premise customers, and also Partners. • Identifying bugs and reproducing them into test environments. • Testing scenarios reported by customer and providing feedback on the results. • Identifying and logging Bugs for the dev team, and also doing regression testing. • Keeping customers informed and up to date with the investigation progress for cases that require R&D attention. • Participate in Customer Handovers. • Organize Demo sessions and present new features to clients. • Create XML scripts to fix large volumes of unprocessed data. • Create and use SQL query’s to interrogate and check the status of the unprocessed data, extract reports and DELETE/UPDATE/INSERT new data. • Mapping processes and help implementation flows. SKILLS AND USED TOOLs: ITSM , JIRA and Confluence, Citrix Desktop, SQL developer, Total Commander, ServiceNow, XML scripts, Grafana monitoring tool. BEENEAR, Technical Support Engineer November 2016 - June 2017 COMPANY BeeNear is an outsourcing IT company that provides development and maintenance services to clients all over the world. MISSION DESCRIPTION The Technical Support Agent within a company is specialized in software development, technical consultancy for the main ERP solutions available in the market, help-desk services for software applications and infrastructure, and telemarketing services for software products. Main Activities: • Offering online technical support (level 1 and 2) for ERP/CRM/SCM systems and SQL DB for the two projects of the company. • Constantly verifying and updating the database with the correct data using SQL queries on MySQL and SQL Server Management Studio. • Providing technical L1 support, via email or phone regarding general technical issues encountered on the customer’s side. • Providing specific technical L2 support remotely on various software products (AS400- based, ERP). • Documenting issues that need to be dealt with on a daily basis into the ticketing system. • Troubleshooting hardware, software and network related issues. • Solving issues by connecting remotely to the clients hardware and reproducing errors. SKILLS: Customer relationship management, Technical Support, SQL, MySQL, MS SQL Management Studio UBIS, Junior PROJECT MANAGEMENT OFFICER ,April 2015 - November 2016 COMPANY: UniCredit Business Integrated Solutions is Unicredit’s global services company, intended to provide services in the fields of IT&C, back office, middle office, real estate services, security and procurement MISSION DESCRIPTION As a Junior Project management Officer within the service company main responsibilities are Governance, ensures that decisions are taken by the right people, based on the right information, Transparency is responsible for providing information and being the single source of the truth and ensures the delivery offering support in all activities. • Customer and technical support in English and Italian to all internal and external PM's and PMO's on Change and RUN projects using SAP Net Waver Portal. • Gathering / creating documentation for new business solutions for new projects and pre- sales support. • Dealing with purchasing requests flows from the initial state through analysis and validation in and semiautomatic manner. • Supervising the purchase process and offering support until service delivery. • Keeping track / analyzing budgets flows for Project Cost & Strategic Planning using SAP MM Modules. • Analyzing and validating invoices on purchased services and goods, SAP Invoice process. • Handling external time reporting specific activities such as allocations, time sheets. • Offering support during the purchase and payment process, accounting and planning issues. • Overseeing and analyzing in-out movement reports, acquisitions reports, project status reports. • Handling and verifying governance issues between cross-country projects. SKILLS Project Management, SAP, Strategic Planning, Information Management, Communication XEROX Project manager 2013 - 2015 Sales Team Leader, 2010 - 2013 Sales Customer Advisor, 2008 – 2010 MISSION DESCRIPTION Project Manager within a business processing outsourcing and document technology company, main responsibility • • • • • • • • • • • • • Maintain a good relationship with the stakeholders Managing, delegating and supervising tasks Impact analysts, productivity reporting Holding monthly review meeting with the TLs and team Organizing and supervising training sessions Conducting annually employee evaluations Production growth and maintaining the sales, customer care and support campaigns directly to a predetermined level of performance. Merger management for 7 months in the Romanian registered office of the company and 1.5 years in Albania. Staff management and human resources planning (teams of 40-120 people). Base and specialty training for the campaign and coaching (Telemarketing / Sales and Product training). Managing crisis situations through associative corroboration of standard management procedures in different situations. Mathematical analysis of the factors or the results obtained by the production software. Active and continuous training of the team by standard means, custom classes, separate operations. • • Providing telemarketing and sales services for direct sales campaign (push). Providing services as a customer care agent for the commercial and administrative department. Helping the technical support agents for mobile & internet services disruptions. SKILLS Communication, Coaching, Customer relationship management, Team management, Excel and MSOffice Tools, SQL