Lorena Suta

Handled urgent and complex support requests for Power BI application functionality and Anaplan financial planning and analysis. Identified potential bugs from user reports, validated internal process documentation, managed Jira tickets, and maintained coordination between developers and users.

Supported users of Power BI and Anaplan, troubleshooting issues related to data flow and cross-system inaccuracies (e.g., SFDC and SQL tables). Created and validated internal documentation, managed access roles, updated Jira tickets, and coordinated with developers to resolve complex problems.

Provided 2nd line support and administered Linux-based video services and integrations across multiple components. Coordinated testing for new platform functionality and contributed to knowledge transfer through handover documentation.

Managed customer phone interactions and handled incidents/tickets according to KPIs and SLA requirements. Created, diagnosed, prioritized, monitored, escalated, and concluded tickets while obtaining customer feedback.

Monitored and resolved incidents to maintain service quality and respond quickly to client needs. Processed database-related requests, handled file uploads in dedicated applications, trained new team members, and organized weekly follow-ups on tasks and communication issues.

Analyzed business scenario cases to determine which process should be used for specific justifications and handled exceptions through defined rules. Supported audit compliance by ensuring documentation updates and coordinating feedback from other teams to produce valid responses.

Managed daily payments and resolved operational requests for users via dedicated applications. Monitored the Romanian data network and servers, executed ERP operations (including file importing and parameter updates), supported billing activities, and handled VPN/FTP and remote connections.

Completed a bachelor's degree in Mathematics at the University of Bucharest from 2003 to 2007.