• Consultancy in management systems (implementation, maintenance and improvement of management systems - ISO 9001, ISO 27001, ISO 20000, ISO 14000, ISO 45001);• Audit for management systems (ISO 9001, ISO 27001, ISO 20000, ISO 14000, ISO 45001);• Assistance in obtaining ISO certifications (process analysis, process design, specific documentation);• Consultancy for the implementation of cybersecurity controls frameworks such as NIS, EBA, Norma 4 ASF• Consultancy and audit for business continuity and disaster recovery• Risk management;• Technical and legal advice on GDPR implementation;• Compliance audit for GDPR;• DPO services;• ISO & GDPR training.

• Manage process quality;• Track record of successful software process development and improvement;• Report non-compliance with defined process;• Ensure that processes are carried out through all phases of the Software Development Lifecycle;• Cooperate with departments in elaboration, introduction and facilitation of new processes and practices in context of various delivery streams;• Delivering process and methodology training;• Ensure the maintenance of ASPICE certification for projects.

• Coordinate the Quality Assurance team (planning and task allocation, performance evaluation, monitoring KPIs, recruiting, training);• Consultancy on national/international standards and regulations and internal procedures;• Request and lead process improvement initiatives and support process owners when process changes are planned;• Maintain and update the management systems' documentation and internal procedures (QMS);• Coordinate the activities regarding the implementation, maintenance and improvement of the company's national and international certifications, including external audits (ISO 9001, ISO 27001, ISO 20000, ISO 14000, SA 8000, OHSAS 18001); • Lead auditor role for internal audits on processes and international standards (planning, resource assignment, conduct interviews, verify evidence, identify nonconformities and improvement opportunities, track actions to closure, report audit findings);• Monitor and report on the performance and efficiency of the company's processes and projects.• Accomplishments: o Successful transition to ISO 9001:2015 in July 2016; o Obtain ISO 9001 and ISO 27001 certifications for all international subsidiaries (Teamnet Serbia, Teamnet Turkey, Teamnet Croatia, and Teamnet International Moldova).

• Consultancy on national/international standards and regulations and internal procedures;• Request and lead process improvement initiatives and support process owners when process changes are planned; • Maintain and update the management systems' documentation and internal procedures (QMS);• Lead auditor role for internal audits on processes and international standards (planning, resource assignment, conduct interviews, verify evidence, identify nonconformities and improvement opportunities, track actions to closure, report audit findings);• Coordinate the activities regarding the implementation, maintenance and improvement of the company's national and international certifications, including external audits (ISO 9001, ISO 27001, ISO 20000, ISO 14000, SA 8000, OHSAS 18001);• Participate in the implementation of CMMI Dev. v1.3 (consultancy for projects, process & procedures redesign, SCAMPI-type verification audits, coordinate processes training).

• Conduct internal audits on processes and international standards (planning, conduct interviews, verify evidence, identify nonconformities and improvement opportunities, track actions to closure, report audit findings);• Propose improvement suggestions and corrective actions for identified non-conformances;• Consultancy on ISO and internal QMS requirements.

• Support the technicians to ensure the highest standard of customer service in accordance with company values and Service Level Agreements (SLA);• Run day-to-day business and floor management;• Track, analyze and report project metrics;• Ensure internal communication within the team, through team meetings, one to ones;• Ensure planning, schedules, breaks, code of conduct etc. are respected by team members;• Coach and mentor team members;• Performance evaluation and employee development;• SPOC for client queries and issues;• Identify and implement process improvement initiatives.• Accomplishment: Transitioning the contract from a subcontractor to Stefanini and successfully launching the project, with outstanding results from the first month.

• Build and maintain relationships between the subcontractor, company, and client and ensure quality objectives are met;• Drive business process improvements and recommend and implement changes to operational processes and practices;• SPOC for quality/technical issues or other concerns from the client;• Track, analyze and report project metrics;• Conduct Joint Management (client) meetings and project meetings and provide data used in preparation of weekly and monthly reporting;• Respond to contractual deliverables;• On call support/outage management.

• Conduct call and ticket monitoring and offer feedback to the agents;• Customer complaints analysis, including feedback to the agents, and design and implement quality action plans;• Provide soft skills and technical training to the agents;• Coach and mentor team members;• SPOC for the agents on difficult issues, handle very difficult calls/customers;• Maintain constant contact with the client regarding SLAs, quality status and training;• Supervise the quality specialists team (task planning, resource allocation, coaching, training);• Maintain and update the project's knowledge base;• Track, analyze and report project metrics.• Accomplishments: o Creating a new monitoring system, which led to improvement of the agents' results in two months after its launch; o Participating in a Lean project that led to improving the AHT.

• L1/L2 Technical support for project specific software applications, through inbound/outbound calls and e-mail requests (how-to questions regarding specific software and hardware, troubleshooting, upgrade, installations, workarounds);• Escalate the problems that could not be solved to the responsible persons /departments;• Update the knowledge base with discovered solutions.As of May 2007, I was promoted to Resource Technician, which entitled, additionally to the above responsibilities, the following:• Deliver periodical refreshment / new products/procedures / new hire training to the agents;• Update/prepare the training documentation and training plans;• SPOC for the agents on difficult issues, handle very difficult calls/customers;• Approve escalations to the next level of support.