Knowledge Manager

7/2017 -
As a Knowledge Manager my responsibility are:
• Managing the Service Desk's Knowledge Base by making sure the knowledge articles are kept up to date and obsolete solution are retired;
• Ensure that Service Desk knowledge articles are created, authenticated and approved, in accordance with the knowledge management process;
• Extract knowledge related reports from ServiceNow on a regular basis and ad-hoc reports, as requested by the Client or SDM/ODM/Team Leaders;
• Offer training to the Service Desk's new joiners on the Knowledge Management module for proficiency in searching and using the right solutions for a determined case;
• Work the Service Desk's Front line and back office teams, Resolving teams, client's liaisons, POCs, SMEs to create new solutions /amend existing solutions / delete obsolete solutions;
• Testing new solutions to make sure they are ready to be followed and have the desired result;
• Ensure providing consistency to all new articles of the Knowledge Base;
• Building and maintaining effective working relationships with client's liaisons, POCs, SMEs;
• Making sure that the Knowledge Management work instructions and procedures are up to date;
• SharePoint access administration

Customer Service Advisor

8/2015 - 7/2017
As a service desk analyst my responsibilities were:
- providing 1st line level of technical support (troubleshooting and resolving technical issues) to the client's end users
- assessing incidents and requests, using the tools available and resolving as many as possible on initial contact
- accurately classifying and describing all incoming incidents or requests with the appropriate priority, category and summary details of the incident/request by logging tickets in platforms such as Service Now or Remedy.
- meeting and improving telephony service level agreement and ticket SLAs
- interacting and communicating with resolving teams through tickets or occasionally phone calls for quick and accurate resolution
- communicating with 3rd party contractors or vendors working for the CapGemini client
- additional tasks
• Active Directory Management – Computer, User, Groups;
• VDI connection troubleshooting through the VmWare Admin console
• Network connectivity troubleshooting WiFi or landline;
• VPN Connectivity Troubleshooting (RSA, OKTA);
• Laptop/ Desktop Performance issues troubleshooting.
• Network printer connection troubleshooting


Borgata Hotel, Casino and SPA - Old Homestead Steak House
6/2013 - 9/2013
While I was a busser at the Old Homestead Steak House restaurant in the Borgata Hotel & Casino, Atlantic City NJ, I was mainly helping Bussers run the food to the table, clean the tables and as the situation demanded it, I was also doing dishes since some time the workload was quite "intense". Being my second full time job in a day, it was quite exhausting, but through hard work and the confidence the work environment gave me, it was not all that difficult to raise to the job's expectations.


  • EnglantiErinomainen


Bachelor's Degree

Gheorghe Asachi​ Technical University of Iași
10/2011 - 6/2015