Support Dispatcher at Stefanini EMEA (2025-03 – Present)
- Monitor ITSM queues, arrange and track dispatch of On-Demand technicians.
- Ensure technicians arrive onsite within SLA with correct info/tools.
- Liaise with Service Desk, client support teams, and international colleagues.
- Validate ticket classification and provide feedback on quality issues.
- Guide technicians through Smart-Hands tasks using predefined instructions.
- Proactively troubleshoot and leverage knowledge management tools.
- Manage backlog, aging, and stale tickets to maintain service levels.
- Report progress/issues, suggest service and process improvements.
Operations Analyst at Mphasis (2025-06 – 2026-02)
- Analyzed operational processes to identify efficiency improvements
- Monitored key performance indicators and generate reports
- Supported cross-functional teams in process optimization initiatives
- Manage vendor relationships to ensure contract compliance and service quality
- Assisted in procurement planning and cost control
- Evaluated vendor performance using data-driven metrics
- Coordinated with vendors to resolve issues and streamline communication
- Maintained accurate records of vendor contracts and service levels
Vendor Administrator at Welocalize (2024-09 – 2025-03)
Using an unique, web-based tool to evaluate search engine advertisements based on project guidelines.
Care & Sales Support at GoDaddy (2023-02 – 2024-05)
Managing and resolving support requests (via tickets/live chat) for various DNS and hosting issues related to (but not only) WordPress, PHP, SSL certificates, mailboxes, VPSs and more, as well as configuring them to meet customers' business needs
Associate Clinical Data Coordinator at Signant Health (2021-08 – 2022-08)
- Support Clinical Data Management (CDM) team in delivering accurate, timely data outputs.
- Review data management documents and perform user acceptance testing.
- Implement/verify Data Clarification Forms (DCF) and Change Requests within SLA.
- Maintain knowledge of study protocols, activities, and data requirements.
- Assist with study decommissioning, site/sponsor archival, and updates to study guides.
- Act as CDM resource for internal teams and respond to client/study site queries.
- Prioritize tasks to meet project timelines under guidance of senior CDM leads.
- Manage individual workload effectively while supporting team objectives.
Incident Management Lead at Capgemini (2020-08 – 2021-03)
Incident Management Lead manages the IM process and is the individual accountable for the overall process operation and performance. The accountability aims to emphasize that the IM Lead ensures that the entire IM process is followed. This accountability is not focusing on the detailed, operational steps and actions listed within each of the procedures but rather on the high level showing the ownership of the overall IM process.
Incident Manager at Capgemini (2019-06 – 2020-08)
- E2E Management of incidents, against SLAs and contracts;
- Attendance and participation at Incident Management related meetings attended by Customers/Suppliers;
- Escalation to TL / SDM / Resolving Teams where tickets may or have been breached;
- Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidents
- Interfacing appropriately with Problem Management, Knowledge Management and Major Incidents Management teams;
- Provide periodically service reports or ad-hoc reports requested by SDM / OPM /TL
Customer Service Advisor at Capgemini (2018-10 – 2019-06)
