Priscila Flores Email & Phone Number

Dublin, Condado De Dublin, Irlanda

The Service Governance & Insights Professional ensures service governance and drives innovation within the service platform.

Ireland

My roles support BT's strategic digital transformation. My major tasks are to align and evolve ITIL4 practices as change enablement and service request management for BT Ireland in line with all of BT business governance, which is based on the ITSM ServiceNow platform, as well as documenting and owning these processes. As part of the Continuous Improvement team, I look for exceptional customer satisfaction using process metrics, Practices Success Factors (PSF) and Key Performance Indicators (KPI) to find opportunities to automate and drive continuous improvement for these processes.Key responsibilities:- Defining, documenting, and maintain processes.- Ensuring processes are fit for purpose.- Resolving cross-departmental issues.- Training new procedures for stakeholders.- Aligning the process with the wider business and ITIL4 framework.- Representing BT Ireland in ITSM forums.- Achieving governance and best practices.- Supporting stakeholders for exceptional customer experience.- Ensuring stakeholder satisfaction and meet operations needs.- Keeping process documentation accurate and updated.- Ensuring processes are effective, safe, and timely.- Measuring and improve process performance.- Analysing metrics for continuous improvement.- Maintaining service catalogue and request management.- Ensuring consistent process execution.- Reporting process effectiveness to senior management.- Continuously improve ITSM processes.

Ireland

Studied cloud-based web and mobile development, data management, networking and virtualisation, operating systems and architecture, and mobile development projects• Guided technology Project: For the final project, created an e-shop with a booking system for repairs, using the Django web frame, making it possible to merge the back end with the front end easily, and implemented a Stripe payment platform allowing both the shop and the services to print invoices upon payment• Web development & Data Manipulation: Designed and implemented a database for the HR department, translated a database model into a live database using SQL commands, then built the back end using JAVA7• Networking and virtualisation: Built a small network to connect the users through virtual Servers, cloning VM’s and CLI, setting administrator passwords and firewalls using best practices• Operating systems and Architecture: Developed the OS&A and N&V project, built a small network for the end users using Ubuntu OS, then recommended solutions based on best practices in the maintenance of a secure system, identifying risks and implementing recovery measures• Software developments fundamentals: Created a programme for the Rugby Club management, illustrated and related object-oriented concepts (encapsulation, inheritance, polymorphism)• Algorithms and constructors: Created custom data structures and algorithms for a library system to manage stocks and borrowings, while using various data structures available, such as lists, queues and stacks• Mobile development: Developed an API-based mobile application project in Ionic using Angular, based on the TV series Breaking Bad

Ireland

• Provided general assistance by maintaining the cleanliness and tidiness of the residences, conducting material and stock control, prioritising efficiency, and resolving multiple issues simultaneously• Kept records of the work’s development, always ensuring compliance with the latest health & safety regulations and hygiene techniques, and reporting to management

Ireland

São Paulo, Brazil

• Responsible for office administration, sales team supervision, technical support, monitoring excellence in customer service• Supported the IT infrastructure in debugging the Oracle GC system, providing basic server maintenance and repairs, and communicating with supplier Help Desk to troubleshoot technical issues• Oversaw the staff, set sales targets, maintained stocks, handled customer inquiries and provided exceptional customer service • Scheduled shifts, trained staff for full productivity and properly use the oracle GC system, while maintaining a friendly and service-oriented environment• Coordinated sales and inventory, managed stock, replenishment and rotation activities, maintained inventory control protocols and procedures, filled out reports using the oracle GC system • Assisted with all administrative duties, including invoicing, cost control, cash handling, including recruitment and hiring process efforts• Handled customer complaints tactfully by seeing them through to resolution, coordinated delivery orders and logistics processes, ensured teams stayed on track to achieve and exceed KPIs

Change Management Professional Certification, Change Management, Merit

Activities and Societies: Leading change, leading myself, leading others, common barriers to change, embedding change.Understanding.

Higher, Computer Science, Gpa: First Class Honours 1:1

Activities and Societies: • Networking: Cisco (Pre-CCNA) • Web Development: Back end: Python, Java / Front end: HTML5, CSS3, JS.

Mba, Human Resources Management/Personnel Administration, General

In this course I gained the ability to manage through the development of people's attributes, with skills related to the power.

Technologist, Human Resources Management/Personnel Administration, General