Alina Ciric
IT Team Lead
München
Summary
Dynamic IT Service Desk Team Lead with over 6 years of experience in ITIL-aligned service operations and incident management, delivering exceptional end-user support in enterprise environments. Proven track record of enhancing service performance and standardizing support processes while effectively leading cross-functional and geographically distributed teams to achieve operational excellence. Expertise includes service transformation initiatives, knowledge management, and KPI-driven continuous improvement, emphasizing customer experience and maximizing operational efficiency. Certified ITIL Strategic Leader focused on implementing automation-first service models within modern cloud-based workplace environments.
Overview
10
10
years of professional experience
5
5
Certifications
4
4
Languages
Work History
IT Team Lead (VIP & Executive Services)
European Patent Office (EPO)
Munich
01.2021 - Current
- Lead service delivery for executive IT support within a high-demand enterprise environment, driving ITIL-aligned service improvements and operational excellence.
- Key Achievements & Responsibilities
- Owned operational performance of executive support services, driving continuous service improvement and SLA adherence.
- Led daily service desk operations for VIP and executive support, maintaining high customer satisfaction and rapid incident resolution.
- Drove adoption of ITIL practices across Incident, Request Fulfilment, and Knowledge Management workflows.
- Analyzed incident trends and implemented process improvements to reduce repeat incidents and improve first-time fix rates.
- Coordinated incident resolution for workplace services, ensuring SLA compliance and clear stakeholder communication.
- Monitored and reported service KPIs using advanced Power BI dashboards to enable data-driven decision making.
- Acted as senior escalation point for complex and high-priority user issues across executive stakeholders.
- Collaborated across geographically distributed teams to strengthen end-to-end service performance.
- Supported knowledge base and self-service improvements to reduce ticket volume and increase efficiency.
- Contributed to IT transformation initiatives including workplace and application migrations delivered on time and within budget.
- Mentored and guided support analysts, strengthening service ownership, accountability, and customer-first culture.
IT Administrator
Elflein Service GmbH
Bamberg
01.2019 - 01.2021
- Delivered infrastructure and end-user support while strengthening operational stability and security compliance.
- Supported network infrastructure including hardware, operating systems, and enterprise applications.
- Administered Active Directory and Windows Server environments, ensuring secure and compliant access management.
- Collaborated with workplace and network teams to implement dynamic workplace solutions.
- Supported Microsoft 365 administration and license optimization.
- Contributed to standardization of IT procedures and operational documentation.
IT Support Specialist
Synectics
Cluj-Napoca
01.2017 - 01.2019
- Provided high-quality remote support for international clients in accounting and trading environments.
- Delivered remote technical support for business-critical accounting applications and trading systems for international clients, including EDFMAN Group.
- Established standardized IT procedures improving operational efficiency by 30%.
- Supported rollout of new applications, user provisioning, and password policy implementation.
- Trained and onboarded new personnel, strengthening adherence to IT policies.
- Monitored systems using PRTG Network Monitor, maintaining 99.9% service uptime.
IT Helpdesk Support
Sykes Enterprises
Cluj-Napoca
01.2016 - 01.2017
- Delivered technical support for Huawei Android devices to UK customers.
- Built and maintained knowledge base articles reducing resolution time by 20%.
- Escalated complex incidents to third-line support teams.
- Collaborated with development teams to improve product supportability.
Education
Ph.D. - Philosophy
Doctoral Studies
Babes Bolyai University 04.2001 -
Master of Arts - Philosophy
Master of Ancient Philosophy
Babes Bolyai University 04.2001 -
Bachelor of Arts - Philosophy
Philosophy
West University Of Timisoara 04.2001 -
Skills
Incident, Problem & Change Management (ITIL 4)
Service Delivery & SLA Management
Stakeholder & Vendor Management
Risk & Issue Management
Cost Awareness & Optimization
Process Improvement & Standardization
Project Coordination & Delivery (Agile)
ITSM Tools (Jira, ServiceNow, etc)
KPI & Performance Reporting (Power BI)
Executive & VIP Support
TECHNICAL & REPORTING TOOLS
- Microsoft 365
- Active Directory
- Windows Server
- Jira
- ServiceNow
- Power BI
- Tableau
- PRTG Network Monitor
- Endpoint Security Tools
Certification
ITIL Strategic Leader
Timeline
IT Team Lead (VIP & Executive Services)
European Patent Office (EPO)
01.2021 - Current
IT Administrator
Elflein Service GmbH
01.2019 - 01.2021
IT Support Specialist
Synectics
01.2017 - 01.2019
IT Helpdesk Support
Sykes Enterprises
01.2016 - 01.2017
Ph.D. - Philosophy
Doctoral Studies
04.2001 -
Master of Arts - Philosophy
Master of Ancient Philosophy
04.2001 -
Bachelor of Arts - Philosophy
Philosophy
04.2001 -