Andreea Chiriac
Munchen
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
9
9
years of professional experience
1
1
Certification
4
4
Languages
Work History
Sabbatical and Relocation to Munchen
N/A
05.2024 - Current
Incident & Major Incident Management Operations Lead
Capgemini
04.2021 - 04.2024
- Led incident management operations, streamlining processes that enhanced response times and minimized disruption to services.
- Developed and implemented major incident management strategies, significantly improving coordination across cross-functional teams and driving operational efficiencies.
- Conducted root cause analyses for major incidents, enabling the identification of systemic issues and fostering continuous improvement initiatives.
- Oversaw incident resolution teams, mentoring staff to enhance their problem-solving skills and ensuring adherence to best practices.
Major Incident Manager
Capgemini
05.2018 - 04.2021
- Led major incident resolution efforts, coordinating cross-functional teams to restore service continuity and minimize operational impact.
- Developed and implemented incident management processes, enhancing response times and improving overall service delivery efficiency.
- Facilitated post-incident reviews, identifying root causes and recommending improvements to prevent future occurrences and enhance system reliability.
- Collaborated with IT teams to streamline incident reporting and tracking using ITSM tools, ensuring accurate documentation and compliance.
Incident Manager
Capgemini
06.2017 - 05.2018
- Led cross-functional teams to effectively resolve incidents, enhancing service delivery and minimizing downtime across operations.
- Developed and implemented incident management processes, resulting in improved response times and increased operational efficiency.
- Analyzed incident trends to identify root causes, driving continuous improvement initiatives and fostering a culture of accountability.
- Coordinated communication during critical incidents, ensuring stakeholders were informed and response strategies were executed seamlessly.
Customer Service Support - L1 Support
Capgemini
06.2016 - 07.2017
- Delivered exceptional customer service by efficiently resolving inquiries and technical issues, enhancing user satisfaction and retention.
- Utilized ticketing systems to manage and prioritize customer requests, ensuring timely follow-up and effective communication throughout the resolution process.
Education
High School Diploma - Communication and Public Relations
Al. I. Cuza University
01.2018
Highschool - Spanish & English Profile
Dimitrie Cantemir Theoretical Highschool
01.2015
Skills
Incident management
Major incident management
Root cause analysis
Cross-functional team coordination
Process improvement
ITSM tools
Service continuity
Stakeholder communication
Problem resolution
Team leadership
Continuous improvement initiatives
User satisfaction enhancement
Acknowledgment of customer needs
Websites
Certification
ITIL Foundation Certificate in IT Service Management
Timeline
Sabbatical and Relocation to Munchen
N/A
05.2024 - Current
Incident & Major Incident Management Operations Lead
Capgemini
04.2021 - 04.2024
ITIL Foundation Certificate in IT Service Management
10-2019
Major Incident Manager
Capgemini
05.2018 - 04.2021
Incident Manager
Capgemini
06.2017 - 05.2018
Customer Service Support - L1 Support
Capgemini
06.2016 - 07.2017
Highschool - Spanish & English Profile
Dimitrie Cantemir Theoretical Highschool
High School Diploma - Communication and Public Relations
Al. I. Cuza University