Open to opportunities

Alexandra Lupu

@alexandralupu

Message

Experienced operations manager skilled in project management and customer success.

Zimbabwe

Message

What I'm looking for

I am looking for a role that values collaboration, innovation, and offers opportunities for growth.

I am a professional with over 8 years of experience in Support and Operations, excelling in customer-centric roles and skilled at project management and coordination tasks. I thrive in cross-functional teams, both in-office and remotely, and I have a knack for rising to the occasion when faced with challenging situations.

My technical expertise covers hardware and software operations, sales/business ops, and I have a solid grounding in Agile methodologies. I'm adept at using tools like Jira and Confluence to drive project success. With my diverse skill set, I'm well-prepared for roles that demand effective stakeholder engagement, project leadership, and a sharp focus on delivering business value.

Experience

Work history, roles, and key accomplishments

Current

Global Accounts Operations Manager

Current

HP Inc.

Apr 2021 - Present (4 years 1 month)

Managed global accounts operations, focusing on business analysis, project management, and risk assessment. Coordinated product transition projects, ensuring adherence to deadlines and customer requirements. Developed procurement solutions and conducted performance analysis to enhance service quality and customer satisfaction.

Project Management Business Analysis SLA Management Customer Engagement Agile Methodologies Jira Confluence Performance Analysis Stakeholder Management Process Improvement

ITSM Consultant

Black&White Solutions

May 2022 - Oct 2023 (1 year 5 months)

Provided IT service management consulting for CGF/BMW project, focusing on maintenance and support of Linux servers and Oracle databases. Managed change requests and incidents, applying agile methodologies and utilizing tools like Jira and Confluence.

ITSM Linux Oracle Change Management Incident Management Agile Methodologies Jira Confluence SQL

Customer and Sales Support Manager

HP Inc.

Jan 2019 - Apr 2021 (2 years 3 months)

Oversaw customer and sales support operations, focusing on complex quote creation and catalog management. Acted as the primary contact for customers and partners, providing operational support and guidance on tools.

Customer Support Sales Operations CPQ Catalog Manager Communication Problem Solving SLA Management Process Improvement Customer Satisfaction

Lead Technical Engineer

Computer Generated Solutions

Feb 2018 - Jan 2019 (11 months)

Provided L2 support for floor agents, managing incident escalations and ensuring SLA compliance. Conducted root cause analysis on failed tickets and trained new agents.

Technical Support Incident Management Escalation Management Training Customer Support SLA Management Documentation Problem Solving

Technical Dispatcher

Computer Generated Solutions

Feb 2018 - Mar 2018 (1 month)

Supported agents by double-checking tickets and assigning them to the appropriate queues. Provided ad-hoc support and acted as backup for lead technical engineer.

Ticketing Technical Support Incident Management Customer Support Team Coordination Problem Solving Communication Documentation

Technical Support Specialist

Computer Generated Solutions

Nov 2016 - Aug 2017 (9 months)

Managed L1 incident management, providing B2B/B2C customer support and troubleshooting hardware and software issues. Maintained knowledge base documentation.