1. ALEKSANDRA LEARDI
Tel: +420 730578367
Email : sandra.diario@gmail.com
LinkedIN profile : http://lnkd.in/e3Acpz
address: Pellicova 8b, Brno, Czech Republic
Personal development in Belgrade:
6 years of music school – violin
Studied in high school department oriented towards arts and theatre.
Studied Classical Philology on Faculty of Philosophy
Studied in private school CET for Computer sciences (Microsoft based)
Studied in many private languages schools
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2. Working experience:
1997 – 2006 Freelance translator, providing private lessons of Latin, ancient Greek and English for students
2000 – 2004 Tourist guide and coordinator in the Tourist agency in Belgrade
2007 – Employed in IBM, present.
Please review my CV for more information on my working skills and experience.
You can find many feedbacks about my work from my colleagues and superiors on my LinkedIN profile.
LinkedIN profile : http://lnkd.in/e3Acpz
Thank you for your time,
Sincerely,
Aleksandra Leardi
LANGUAGE SKILLS
English (fluent) • French (fluent) • Italian (fluent) • Czech (intermediate) • Serbo-Croatian (nati
PROFFESSIONAL EXPERIENCE IN IBM
IT Manager with more than 8 years of experience in Service management, Compliance and Project management area.
Primary point of contact for the customer.
Working for huge multinational company as IBM, I interact on daily basis with people of different ages, cultures and
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3. backgrounds, and I love the diversity of my work.
I've reached many goals thanks to my passion and persistence.
ITIL V3 certified. Cloud fundamentals Certified. Project management fundamentals certified. Service Management University
fundamentals certified.
Some achievements I would like to highlight:
 As Project Manager, I delivered cost savings by organising and transitioning key activities from France to more process-
oriented teams in Brno.
 As Service Delivery manager, I obtained Best CustSat from 2011 to date.
 As Incident Manager I’ve worked closely with all delivery teams on a very problematic account with constant RED SLAs on
Incident and Problem management, and I have managed to cut overall sev1 resolution time from 45 hours to 3 hours, to turn
SLAs from RED to over 94% Green and obtain very high customer appreciation.
Service Delivery Manager & Delivery Project Executive Deputy (2011- Present)
My responsibilities:
Lead of service delivery for all SO Delivery teams, following diverse service management practices.
Interacting on daily basis with technical teams supporting OS systems (mostly P and X series, WIN, UNIX, LINUX) application
teams (Oracle, DB2, Tivoli etc)
Network teams ( VPN, WAN, LAN ) and many more.
Basic technical knowledge which I continuously upgrade.
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4. Cooperation with all compliance and process management teams on daily basis.
Ensure all service delivery meet goals and SLAs.
Monitor all charges and labour claims for accuracy and cost control.
Preparing and executing monthly steering committee with the customer.
Control of assets and software licenses.
Purchasing for all new equipment and licenses, collaborating with architects. Project management activities.
Selected Achievements:
 Delivered savings on delivery costs while raising quality standards by transitioning activities from France to more process-
oriented teams in Brno.
 Recovered an issue that had stalled without resolution for months to achieve a satisfactory solution within 1 month,
eliminating a problem with a major financial report.
 Circumvented continuing escalations by taking leadership on project for improvement of purchasing process.
 Learned French language in very short notice to adapt to new project.
 Accomplished the duties of 3 separate positions simultaneously (Delivery Project executive, Service Delivery manager and
Project manager) while ensuring customer satisfaction and strong results – including zero escalation rate.
Client Support Manager (2010-2011)
My Responsibilities :
Key point of contact and escalation for IMT and customer, and lead of global delivery services from Delivery Centre in Brno.
Raise standards of customer satisfaction and overall delivery quality, resulting in greater client trust in the delivery centre in CZ
Republic.
Collaborated daily with technical teams on risk and issue identification and prevention. (Apars, Security teams, Application teams
worldwide etc)
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5. Monitored and reported on service level agreements (SLAs) on a monthly basis, including preparation of statistical analyses and
graphics for the client.
Selected Achievements:
 Elevated service desk performance, resulting in higher client satisfaction, by providing personal daily attention to leadership,
performance tracking, and leadership coaching.
 Turned around negative client perceptions of the service desk by applying continuous improvement programs.
 Attained high recommendations from the client for successful facilitation of global service transfer to a delivery centre in India.
 IBM, continued:
Incident Manager (2009-2010)
Owner of incident management process, key contact for Delivery Management, client personnel, third-party partners, and
technical teams for Incident management area. Worked closely with technical teams and Service Desk agents.
Ensured compliance with service level agreements (SLAs) for a major multimillion dollar account for Nordics IMT.
Drove initiatives to raise SLAs and ensure corporate standards. Collaborated with global teams and 4 international delivery
centres.
Selected Achievements:
 Reversed poor performance to raise results from the red to the green, boosting SLA compliance for Severity 1 incidents to
over 90%.
 Cut overall issue resolution time from 45 hours to 3 hours.
 Gained high trust of IMT and customer by building and maintaining very stable infrastructure from a very problematic account.
Compliance Leader (2008-2009)
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6. Coordinated all Service Activation & Deactivation (SA&D) activities to ensure process quality for all customers of IMT Italy.
Owner of documentation and lead of Service Activation/Deactivation, and backup and disaster recovery processes.
Creation of monthly SA&D and Back UP reports.
Conducted training and coaching for SA&D administrators. Defined work orders for all administrators.
Selected Achievements:
 Resolved issues with low customer satisfaction by motivating SA&D administration teams, and optimise talents via extensive
training and personal coaching.
 Honoured with a commendation from senior management for outstanding results with the SA&D administrator team.
ADDITIONAL ROLES:
 Service Coordinator, IBM (2008-2009)
 Customer Representative / Service Agent, Manpower (2007-2008)
EDUCATION & PROFESSIONAL DEVELOPMENT IN IBM
Microsoft Courses • IBM Technical & Service Management • ITIL v3 Foundation
Project Management Fundamentals • Leadership Development Program assignee • Major Incident Management
Global Issue Management • Change Management • Understanding Data Privacy in IT Service Delivery
Risk Analysis • Delivery Excellence Awareness • Global Service Activation & Deactivation
GTS SARM – Secure IT Overview • Introduction to Service Line Command & Control
Responsible, Secure Computing • Leader Foundation Nomination
Global Transition & Transformation Architecture • Account Management • Roles & Responsibilities
Enterprise Compliance Management • Communication Skills
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