Monika Pereira Monteiro

– Designing, deploying and maintaining ITIL processes; – Monitoring the performance of processes and composing reports; – Developing initiatives for Continuous Service Improvements; – Developing best practices for process improvements; – Tracking and communicating status of improvement projects to management; – Coordinating with stakeholders to develop process requirements; – Priopriately and accurately recording all defined problem and identified changes; – Organizing internal and external audits, assessing and coordinating implementation of recommendations; – Monitoring efficiently and following up P1/P2 Icident lifecycle through the execution of the Incident Management process; – Coordinating, facilitating, communicating across teams/assets to drive resolution of major incidents and ensuring all SLAs are achieved; – Conducting analysis and providing input regarding P1/2 and major incident trends; – Completing ad-hoc and ongoing projects on a need basis; – Managing major incidents by taking the necessary initiatives to lead resolution; – Coordinating, facilitating, communicating across teams/resources to drive resolution of high priority requests and ensure all SLAs are met; – Charing and contributing to Change Advisory Board meetings; – Ensuring information related to changes are communicated to the customer and internal teams; – Issuing Service Advisory notifications about any downtime triggered by a change; – Facilitating an effective and efficient information flow between support teams and customer; – Preparing performance reports under the form of reports, analysing these reports, identifying trends and proposing recommendations for improvements.

– Being in charge of major incident resolution within complex environments with complete confidence, engaging internal and external support teams globally; – Demonstrate the ability to lead the virtual team of technical resources from all technical areas, driving troubleshooting and recovery with confidence and authority reducing time to repair on major and crisis outages; – Ensure engagement and focus of relevant resolvers for impact and decision making purposes; – Responsible for verifying the severity of all levels of incidents in order to execute the correct level Incident Management process; – Accountable as single source delivering clear and accurate communication during all incident across the business and technology including senior and exec management levels; – Produce comprehensive incident reports to a variety of audiences including senior and exec management level; – Participate and lead Incident reviews for managed incidents; – Ability to adjust in a fast pace every changing environment; – Leading technical and management conference bridges in a business professional manner; – Participating in other ITIL processes interfacing with incident management in order to ensure overall process delivery.

– Recording daily statistics on WIP across Incidents, Requests and Escalations; – Recording data on Aged Incidents by groups of resolvers; – Recording data on SLA performance by team; – Creating extract of open incidents for the resolvers; – Reviewing reports and data to identify potential WIP issues (Stacks with regularly increasing WIP, Stacks that have not been used before (or used infrequently), Stacks with stagnant WIP values, Incidents or requests assigned to non-HRG stacks, Managing "Unassigned" ticket queue); – Reviewing reports and data to identify (Stacks with high volume of incidents/ requests > 10 days old, Stacks with high volume of incidents/requests not updated for 7 days or more); – Reviewing SLA data to identify (Month to date risk of SLA failure (Incident or Request); Process issues causing SLA breaches); – Liaising with resolver group managers to inform and discuss issues. Record any feedback for potential service improvement activities and feed back to relevant groups; – Escalation Management, Providing central point of contact for escalations for HRG business partners (Providing acknowledgement of escalation received; Logging and tracking escalations; Managing escalations to conclusion; Providing feedback to users; Preparing statistics from escalation mailbox; Running Escalations Calls as required during customer peak; Preparing monthly escalation analysis for both incidents and requests; Assisting Fujitsu senior management with progressing high level escalations; Providing relevant feedback / knowledge to Desk and Resolvers); – Documentation Reviewing and Improvement (Review of the Resolver Matrix making sure it's up to date including all the current (valid) points of contact for Resolver Groups, managers, points of escalation, information on TFS access, working hours and other relevant data); – PAC process (Raising and fulfilling PAC requests on behalf of users working on HRG tenant).

– Providing computer help desk support via telephone, email communications with British American Tobacco end-users in Russia and Western Europe (6000 people); – Demonstrated experience responding tracking and following-up to telephone email and team member requests for support; – Helping customers identify and resolve issues pertaining to dial up configuration, web hosting and domain registration; – Sending tickets to appropriate departments utilizing ticket tracking system; – Blackberry activation and support; – Performing diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions and maintained equipment inventory lists for the following systems - (VPN, AD, McAfee, Lotus Notes, Mitel).