Dana Sora

Managing IT Service Desk team of ~11FTE (first level and advanced level); Directed daily operations of the team, defining priorities, developing standards ; SLA monitoring , reporting and service improvement in order to maintain the Quality of Service; following ITIL framework(Incident/Change/Request management) Expand the Knowledge Management process Improvement of team KPIs (response time, time to resolve, voice of customer) by 5% on 6month period; Improvement on Service E2E Availability

Successfully implemented frameworks for important accounts across Europe identifying SLA, onboarding, offboarding, BCP, F&A processes and training needs; Acted as main advisor for audit preparations (internal/external audits), drafted gap analysis reports , develop action plans to eliminate the gaps (Incident Management , Change Management, Request Fulfillment , ITIL based Framework Effectively implemented a framework in Europe for L2 Audits – Data Privacy, Training BCP, Financial audits

Managed Information Security and Business Continuity programs, development of policies and procedures; Conducted audits to ensure that compliance procedures are implemented; Maintained documentation of activities including complaints received and finalized ongoing investigations; Accomplishments: Acted as backup manager for French team project - 10 FTE Completed external audits with KPMG

Operated user administration right for EMEA servers; Transitioned clients from France to Romania; Created various SOP’s Trained French help desk Accomplishments: Effectively completed the transition from Charisma application Completed due diligence, asset and application inventory for 10 countries

 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 correctly;  Acted as primary interface between Level 1 (Helpdesk), Level 2 (HP Team) and Network team. Accomplishments:  Created a business continuity plan for assigned project;  Successfully completed the 1 year assignment with positive feedback from client/local team.

 Provided Level 1 General Electric helpdesk IT support for employees of client organizations – access issues, lost passwords, errors, etc.