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 the corrective actions (outcomes from the Problem Management process) are implemented.

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, sharing and effectively using organizational knowledge management framework(tool used Right Answer). Organization and audit… Show more 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, sharing and effectively using organizational knowledge management framework(tool used Right Answer). Organization and audit of standard operating documentation Expand the Knowledge Management process, including coordination and hosting of monthly calls, organization of the Knowledge Management presence across all the supported countries Accomplishments: Improvement of team KPI(response time, time to resolve, voice of customer) by 5% on 6month period , improving the E2E service availability.Reduce attrition rate of 30% on a 6month period Show less

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 eliminate gaps ; followed up on project results Collaborated with team managers and ensured that all processes were auditable… Show more 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 eliminate gaps ; followed up on project results Collaborated with team managers and ensured that all processes were auditable Monitored compliance systems to ensure their success Tracked KPI and other company activities according to negotiated contracts Accomplishments: Effectively implemented a framework in Europe for L2 Audits – Data Privacy, Training BCP, Financial audits Show less

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 and ensured implementation and follow-up for identified gaps Accomplishments: Temporarily acted as backup manager… Show more 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 and ensured implementation and follow-up for identified gaps Accomplishments: Temporarily acted as backup manager for French team project - 10 FTE (L1 support for French customers Completed a series of external audits in collaboration with KPMG resulting in zero errors, good audit scores and successful coordination of different support functions Show less

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 help desk on utilizing applications used by GBS Corporate, France Accomplishments: Effectively completed the transition… Show more 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 help desk on utilizing applications used by GBS Corporate, France Accomplishments: Effectively completed the transition from Charisma application to a major account in Romania Completed due diligence, asset and application inventory for 10 supported countries for a key account Developed technical competencies in operating Webex, Safeboot, Citrix, Hypervision Assisted with the setup of London NAS server for users in Croatia Show less

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 payroll team along with Octime application Supporting CIS Projects: Business Continuity Plan (BCP) and Business Impact Analysis (BIA)… Show more 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 payroll team along with Octime application Supporting CIS Projects: Business Continuity Plan (BCP) and Business Impact Analysis (BIA) Resolved IT issues outside of EUS Scope Translated all relevant user documentation from English to French and trained agents on the utilization of critical applications; provided key resources Accomplishments: Created a business continuity plan for assigned project Successfully completed the 1 year assignment with positive feedback from client/local team Show less

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:  Effectively cross-trained new and existing associates  Assisted French customers with Level 1 helpdesk support