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Work Background
Arcanna.aiDirector of Customer Success
Jan. 2018Greater New York City Area
EricssonCustomer Project Manager
Jan. 2015 - Jan. 2018Bucharest, RomaniaResponsible for estimating the work to be done, identify dependencies, critical path activities, the resources needed for each project.
- Accountable/Responsible for project development from initiation to closure.
- Working with project sponsor and stakeholders to complete projects charter outlining scope, goals, deliverable, required resources, budget and timing.
- Identifying Risks and Mitigation, forecasting financial impact if they materialize.
- Define and record project scope, objectives, milestones and deliverable.
- Ensure business requirements are suitably defined, understood and signed off.
- Act as a mediator between stakeholders and team members.
- Manage and control issues and problems identified throughout project life cycle.
- Regularly communicate project expectations to team members and stakeholders and use their feedback to optimize progress.
- Coordinate and manage project reporting, project milestones reviews and project steering meetings.
EricssonIncident Manager - Shift Leader
Dec. 2013 - Jan. 2015Operational leader for the incident managers on shift.
Responsible for management escalation, major service outages or crisis incidents affecting the business continuity.
Responsible for Business Continuity Process and Disaster Recovery Plan for All GSC clients.
Allocates an Incident Manager from the team to an incident based on the impact and seniority.
Reviews all restoration decisions based on financial and customer impact and communicates using the proper channels.
Represents Ericsson and NOC during management escalation and other high impact incidents, being the most visible role to upper management, service delivery manager and the customer.
Acts as SPOC for all management related communication.
Responsible and accountable for creating and implementing individual improvement plans, based on shift experience with the certain incident managers.
Responsible for internal NOC communication during non-operational incidents (security, power outages, internet connectivity and disaster).
Incident Management recruiting.
EricssonIncident Manager
Jul. 2012 - Dec. 2013-Manage incidents effectively through 1st, 2nd and 3rd line support staff
-Manage and coordinate the escalation process. -Ensure all required resources (human, facilities, equipment etc) are available, involved and focused in the restoration of the service.
-Ensure that the recovery of service is proceeding in a timely and efficient manner. -Ensure that all incident details are fully maintained and regular updates are distributed via the agreed communication channels -Provide an Executive Summary or interim Major Incident Report to the SDM, Operational Management and the Customer’s Management.
-Provide assistance to the SDM in handling any political issues with regards to the incident.
-Be all-time aware to have taken on a Mgmt and Leadership function and act all times accordingly
-Create incident reports for Problem Management
-Provide input to and coordinate the development of the Major Incident Report, Major Service Outage and the Root Cause Analysis; including initial recommendations to prevent the re-occurrence of a similar incident.
EricssonFO RAN Engineer
Jan. 2011 - Jun. 2012-Surveillance of alarms & events & faults occurred in the radio access network
-Monitoring of key performance indicators for the radio access and transmission access network
-Trouble-shooting and fault management for the alarms & events observed
-Corrective maintenance on operated network reporting the progress/result
-Dispatching and coordination of field engineers and 3PP intervention
-Escalation to the next support line, for cases that need advanced trouble-shooting
-Escalation to the incident management, in case of major and critical incidents
-Tracking all the alarms & events & faults in the associated application systems
-Providing updates/feedback about operational activities at the management requests
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