Diana Nicu Email & Phone Number | Collaborate with client Project Manager to understand the new service in the catalog Formalize the need and communicate it to the DEV team to prepare the implementation ServiceNow implementation and delivery coordination. Application Responsible Coordinate a team of 4 people on a travel application. Experience in arranging travel in a federal government environment, using Concur Government Edition (CGE). Maintain Concur expense reporting system for travel reimbursement and technical assistance. Organize, write and edit operational procedures and "how to do" manuals. Use BMC Remedy and Service Now tools to extract reports on topics incidents in order to find common issues and escalate them to the Application Manager. Understand the details of projects and communicate what needs to be done as clearly as possible to the staff is of the utmost importance. Assure the training when new team members come aboard. Help newcomers to understand their position and their tasks. Coordinate staff efforts to achieve maximum productivity. Manage time effectively so that deadlines get met.French Client: Marsh & McLennan Companies DEV&OPS, L2 / L3 support for internal applications. 1st level debugging. Analyse and solve the incidents sent buy the business. Fast handling of incidents, responsiveness and communication with the business. Use JIRA / Agile tool to monitor the new implementations/deployments and trace the issues and their resolution. Daily monitoring of all applications to check and maintain a good performance. Monthly data extract for all applications - Excel and SQL Server. Write technical specifications, incident resolution and best practices documentation and store it on SharePoint. Manage and maintain the communication with UK production implementation team; ensuring that tickets obtain all approvals for developments and implementations within the deadlines. Maintenance, corrections, improvements on the company website using HTML5. Maintenance on the virtual servers of the applications Deployments on development, test (QA) and production environments (Build using Visual Studio, Windows & SQL). Knowledge of SQL language: performing queries, ability to understand basic SQL code. PowerShell scripts development to automate recurrent checks / tasks, to resolve recurrent incidents. Weekly meeting with the team and the client Project Manager to follow the progress on the project and discuss the issues. Skills and knowledge acquired: Maintenance virtual servers (Remote Desktop Manager), HTML5, SQL Server, PowerShell scripting, Visual Studio, SharePoint, JIRA Agile, Service Now, Microsoft Office, Python-basic knowledge. Technical support internet, landline and mobile network My goal: Help the customer and solve the problem from his first request! Responsibilities: - provide an appropriate response to technical complaints; ensure the transmission of the information at higher level for complex issues; - make outbound calls to the company's clients for survey; - be the mentor of the new agents assist them and supervise their activity to initiate them; assist them during calls and troubleshooting; report their progress and offer a feedback to the project manager; - train the agents as soon as new tools / informations / procedures/ equipment / product appears; - train new entry in troubleshooting procedures for recurring issues and complex issues; - provide support and assist the agents on more complex technical issues; write and send to all agents the documentation of the technical issues and their resolution; - in charge of troubleshooting and creating Easy Tickets via Remedy and Service Now to solve technical issues of the tools; - verify the cases opened by the agents before to be escalated with the onsite technicians. Applications and tools used: Citrix, Clarify, Remedy, Service Now, Solvatio9, Infoscreen, WSG, XIP, CSI, PCRF and other Tech&Network tools.DRIVE YOUR FUTURE Promotion Internship 2013 Renault Romania Objectives of the placement: Adaptation online training 'Habilitation electrique' in Romanian. Translation and adaptation.

Diana Nicu

Collaborate with client Project Manager to understand the new service in the catalog Formalize the n...
Bucharest, Bucharest, Romania

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Diana Nicu’s Email diana.nicu@ibm.com

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Diana Nicu’s Location Bucharest, Bucharest, Romania

Diana Nicu’s Current Industry CGI

Diana Nicu’s Prior Industry IBM | Webhelp | Renault Romania

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Work Experience

CGI

Technical Project Manager Junior

2018-12-01 00:00:00 - Present

IBM

Application Responsible and Team Coordinator - finance applications

2018-02-01 00:00:00 - 2018-12-01 00:00:00

Webhelp

Technical Support Telecom

2014-08-01 00:00:00 - 2016-04-01 00:00:00

Renault Romania

Internship

2013-06-01 00:00:00 - 2013-08-01 00:00:00

Skills

No Skills Available

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FAQ About Diana Nicu

Diana Nicu is located at
Bucharest, Bucharest, Romania

Diana Nicu is a Collaborate with client Project Manager to understand the new service in the catalog Formalize the need and communicate it to the DEV team to prepare the implementation ServiceNow implementation and delivery coordination. Application Responsible Coordinate a team of 4 people on a travel application. Experience in arranging travel in a federal government environment, using Concur Government Edition (CGE). Maintain Concur expense reporting system for travel reimbursement and technical assistance. Organize, write and edit operational procedures and "how to do" manuals. Use BMC Remedy and Service Now tools to extract reports on topics incidents in order to find common issues and escalate them to the Application Manager. Understand the details of projects and communicate what needs to be done as clearly as possible to the staff is of the utmost importance. Assure the training when new team members come aboard. Help newcomers to understand their position and their tasks. Coordinate staff efforts to achieve maximum productivity. Manage time effectively so that deadlines get met.French Client: Marsh & McLennan Companies DEV&OPS, L2 / L3 support for internal applications. 1st level debugging. Analyse and solve the incidents sent buy the business. Fast handling of incidents, responsiveness and communication with the business. Use JIRA / Agile tool to monitor the new implementations/deployments and trace the issues and their resolution. Daily monitoring of all applications to check and maintain a good performance. Monthly data extract for all applications - Excel and SQL Server. Write technical specifications, incident resolution and best practices documentation and store it on SharePoint. Manage and maintain the communication with UK production implementation team; ensuring that tickets obtain all approvals for developments and implementations within the deadlines. Maintenance, corrections, improvements on the company website using HTML5. Maintenance on the virtual servers of the applications Deployments on development, test (QA) and production environments (Build using Visual Studio, Windows & SQL). Knowledge of SQL language: performing queries, ability to understand basic SQL code. PowerShell scripts development to automate recurrent checks / tasks, to resolve recurrent incidents. Weekly meeting with the team and the client Project Manager to follow the progress on the project and discuss the issues. Skills and knowledge acquired: Maintenance virtual servers (Remote Desktop Manager), HTML5, SQL Server, PowerShell scripting, Visual Studio, SharePoint, JIRA Agile, Service Now, Microsoft Office, Python-basic knowledge. Technical support internet, landline and mobile network My goal: Help the customer and solve the problem from his first request! Responsibilities: - provide an appropriate response to technical complaints; ensure the transmission of the information at higher level for complex issues; - make outbound calls to the company's clients for survey; - be the mentor of the new agents assist them and supervise their activity to initiate them; assist them during calls and troubleshooting; report their progress and offer a feedback to the project manager; - train the agents as soon as new tools / informations / procedures/ equipment / product appears; - train new entry in troubleshooting procedures for recurring issues and complex issues; - provide support and assist the agents on more complex technical issues; write and send to all agents the documentation of the technical issues and their resolution; - in charge of troubleshooting and creating Easy Tickets via Remedy and Service Now to solve technical issues of the tools; - verify the cases opened by the agents before to be escalated with the onsite technicians. Applications and tools used: Citrix, Clarify, Remedy, Service Now, Solvatio9, Infoscreen, WSG, XIP, CSI, PCRF and other Tech&Network tools.DRIVE YOUR FUTURE Promotion Internship 2013 Renault Romania Objectives of the placement: Adaptation online training 'Habilitation electrique' in Romanian. Translation and adaptation.