Daniela Luca

• IT Service Desk activities related to Microsoft Windows 10 and 11 - remote troubleshooting (2019 - 2022):

- Support on Microsoft Office 2016 transition to Office365 (mostly Outlook post migration issues)

- PDF issues related to printing, slowness and digital signatures with LuxTrust certificates and EUSign.

- Teams integration after Skype replacement – support for users and preparation of KBs and Intranet articles together with other IT teams

- Network troubleshooting, teleworking support on VPN, apps install/ reinstall via SCCM or manual install, support for specific applications.

- General support via phone for issues regarding: windows 11 apps, specific financial apps, Outlook client and Outlook online, Teams, One drive and SharePoint
- Document tickets via Smart IT ticketing system

• IT On Site Support activities (2022 - 2024):

- Hardware interventions, system troubleshooting, replacements and installations

- Inventory management, stock reorganization and maintenance.

• Knowledge management (during the SD and OSS years mentioned above):

- Filter, organize, backup of articles and creation of new updated articles for the IT ServiceDesk section in company’s Intranet
- Prepare documentation for the Chatbot SD integration into Teams during test phases, participate to POC and evaluation for it.
- Procedure creation (KBs).
- Re-create the process workbooks from scratch according to latest ITIL requirements with updated format and procedures for new joiners’ improved training purposes.

• Projects (2023-2025):

- Worked on different local projects when needed, during the adoption phase, offering post implementation support for end-users, creating completion reports, gathering errors and working with the dedicated teams when needed until solution was found, creating user-friendly presentations for easier understanding of changes and new functionalities:

1.Acrobat license change,

2.Windows Hello for Business implementation - enrollment and support phases (1st wave - over 4000 users),

3.“Workspaces” 3rd party governance package implementation for Microsoft 365- Teams (September 2024 - April 2025)
- involved in POCs and tests for specific applications before adoption by Service Desk – like during migration from CCS to Cisco Finesse &Jabber ).
- Procedure creation (KBs) and editing Intranet articles