Dana Sora Email & Phone Number

Germany

@ESOC Germany

Darmstadt, Hesse, Germany

Be in charge of the Problem and Capacity Management processes for the ESA Mission Operation IT Infrastructure. Liaise with Service Design team,the Infrastructure Engineering Team and the Maintenance and Operations Teams to ensure an End-to-End flow of information. Produce and maintain an overall Capacity Management Plan. Produce meaningful RCAs and ensure.

Bucharest, Romania

Managing IT Service Desk team of ~11FTE (first level and advanced level) Directed daily operations of the team, defining priorities, developing standardsSLA monitoring, reporting and service improvement in order to maintain the Quality of Service(tool used ServiceNow) - following the ITIL Framework (Incident/Change/Request management)Capturing, developing.

Bucharest, Romania

Successfully implemented self-assessment frameworks for important accounts across Europe identifying SLA, onboarding, off boarding, BCP, F&A processes and training needs Acted as main advisor for audit preparations (internal/external audits), drafted gap analysis reports and work together with team managers to develop action plans indented to minimize or.

Bucharest, Romania

Conducted periodic Internal and External audits to ensure that compliance procedures are followed and effectively implemented Planned information sessions and training programs for employees to better understand their roles Maintained documentation of activities including complaints received and finalized ongoing investigations Contributed to audit reports.

Bucharest, Romania

Operated user administration right for EMEA servers (Active Directory support)Successfully transitioned an important client’s Charisma Payroll application from France to Romania; handled local setup and maintained continuous communication between local team and end user Created various SOP’s for applications utilized in France and Romania Trained French.

France, Belfort

Onsite support for the set-up of client’s helpdesk specialized in Finance and HR; Collaborated with implementation team located in the United Kingdom and ensured all processes functioned correctlyActed as primary interface between Level 1 (Helpdesk), Level 2 (HP Team) and Network team Effectively installed the Hyper Vision Application utilized by the.

Bucharest, Romania

 Provided Level 1 General Electric helpdesk IT support for employees of client organizations – access issues, lost passwords, errors, etc.  Handled troubleshooting application problems based on standard operating procedures and personal accumulated know-how  Researched and documented all incidents and followed up on case status Accomplishments: .