Open to opportunities

Leila Roci

@leilaroci

I support digital mobility platforms through incident analysis, troubleshooting, and reliable 1st and 2nd-level support.

Albania

Message

What I'm looking for

I'm looking to continue supporting digital platforms through incident analysis, troubleshooting, data validation, and collaboration with technical teams to maintain system stability.

At Lufthansa Industry Solutions, I support digital mobility platforms by diagnosing system incidents, resolving user issues, and escalating technical problems to the responsible internal teams.

I provide 1st and 2nd-level customer support, contribute to incident handling and root-cause analysis, and prepare weekly incident and KPI reports. I also validate imported sales data, manage system-related administrative tasks, and support forecasting tools and related processes.

My background in back-office support and travel services has strengthened my customer-focused communication, case monitoring, complaint handling, and coordination with internal teams.

I'm ITIL 4 Foundation certified and a SAFe 6 Agilist, bringing analytical thinking, attention to detail, and accountability to keeping systems stable and users supported.

Experience

Work history, roles, and key accomplishments

Current

IT Consultant

Current

Lufthansa Industry Solutions

Apr 2021 - Present (5 years 5 months)

Provide 1st and 2nd level IT support, diagnose and resolve system incidents, and collaborate with technical teams to maintain system stability. Prepare weekly incident and KPI reports to monitor performance.

IT Support Incident Management Troubleshooting Root Cause Analysis Data Validation KPI Reporting Microsoft Office Customer Support