Sharon Erra
Rome
Profilo professionale
IT professional with expertise in ITIL 4 Foundation and SAP, expert in KPI and SLA monitoring. Excels in people management and teamwork, with experience in Microsoft 365 and Power BI.
Panoramica
7
7
anni di esperienza
Esperienza lavorativa
QUALITY MANAGER AND TEAM LEADER FOR IT
Helpdesk ESA
01.2024 - 10.2025
- Leading quality management of the IT Helpdesk Team and Managing incident and service request resolution at first level. I ensure the correct routing of administrative and technical tickets. I monitor daily the KPIs and SLA compliance using internal benchmarks. Handling conflict resolution and client escalation and coordinating onboarding and training for new team members. Regular reporting and continuous service improvement initiatives using the Power Bi Dashboard.
IT Specialist Agent
01.2019 - 01.2023
- As a Service Desk Agent, I provided first-level technical support to end-users, resolving IT-related issues efficiently and ensuring high customer satisfaction. My role required strong communication skills, problem-solving abilities and a customer-centric approach in a fast-paced environment. Managed tickets using BMC system, supported users on ESA P and ESA-STAR portals (registration, tendering, publications). - Created and edited mission-related content according to ESA standards. - Assisted with creation of purchase orders (PO)s (GNR), and Z payments.
Istruzione
Master’s degree - English and Anglo-American studies
La Sapienza, Roma
04-2021
Bachelor’s degree - English and Spanish literatures
L’orientale di Napoli
10-2018
Competenze
- ITIL 4 Foundation
- SAP (EC, HRMS, SRM)
- Microsoft 365
- Power BI
- Azure Fundamentals
- IAM management
- Remedy, Jira, ServiceNow (familiarity)
- SAP (HRMS, SRM, FI)
- KPI and SLA Monitoring
- Project Planning Team Training Reporting POWER BI
- Teamworking
- People Management
Hobby e interessi
I am your friendly (nerd) neighborhood, always with a book or a cup of tea On even days you can find me at the gym with (red) boxing gloves while on the odd days I am usually at home reading my fantasy Books
Cronologia
QUALITY MANAGER AND TEAM LEADER FOR IT
Helpdesk ESA
01.2024 - 10.2025
IT Specialist Agent
01.2019 - 01.2023
Master’s degree - English and Anglo-American studies
La Sapienza, Roma
Bachelor’s degree - English and Spanish literatures
L’orientale di Napoli