Arta Platace
Riga
Summary
Accomplished professional specializing in analytical and holistic problem-solving, adept at navigating changes, crises, and daily operational challenges within the IT Service Desk. Proven experience in implementing seamless improvements, coupled with high stress resistance, effective interpersonal communication, and a strong analytical mindset. Proficient in adapting to diverse environments and showcasing exceptional multitasking abilities.
Overview
14
14
years of professional experience
Work History
Delivery Lead
Tietoevry Tech Services Latvia
Riga, LV
04.2021 - Current
- Responsible for assigned customer delivery with focus on fulfilling customer commitments regarding the quality of provided services and driving continuous improvement initiatives within designed team. Main responsibilities: performance and SLA management, resource and workforce management, quality and process improvements, operation continuity and incident management, service transition projects, etc.
Team Lead
SIA EVRY Latvia
Riga, LV
05.2020 - 04.2021
- Overseeing people management responsibilities, including handling accesses, generating reports, and managing daily shifts and absences. Motivating team members to achieve both KPIs and their individual development goals through team meetings and one-on-one sessions. Ensuring the team meets expected SLAs. Actively participating in the recruitment process for new team members. Contributing to initiatives aimed at enhancing team's productivity and improving training processes within both the team and the department.
Junior – Experienced - Senior Access Management Specialist
SIA EVRY Latvia
Riga, LV
01.2017 - 05.2020
- Facilitating the onboarding process for new agents in the Access Management team. Managing customer transfer projects for the Access Management team, which involves receiving, collecting, and distributing all necessary information (routines, access lists, scope) for new customer tasks. Handling Access Management customer service transfer projects from Norway and Sweden to Riga, with over 50 customers transferred to the Access Management team in Riga. Resolving customer interactions.
Project Manager
Foundation “Viegli” and Foundation of Imants Ziedonis Museum
Riga, LV
03.2015 - 07.2016
- Coordinating fundraising initiatives, ensuring effective projects' development and implementation. Engaging in customer interactions and targeting diverse audiences for project success. Planning and executing events to meet organizational goals. Maintaining and updating websites for optimal functionality.
Communication Project Manager
The State Land Service
Riga, LV
01.2013 - 01.2014
- Planning and implementing public relations activities, including the development and maintenance of official websites with editorial responsibilities. Coordinating information campaigns, managing social media presence, and preparing various information materials such as leaflets and articles. Collaborating with the media and conducting internal communication activities and events. Developing comprehensive communication strategies to support organizational objectives.
Project Assistant
Pauls Stradins Clinical University Hospital
Riga, LV
12.2011 - 01.2013
- Organizing daily work for the Project Management unit, including the creation and maintenance of project websites. Overseeing communication activities for the “eMedic- Developing New Practices for Teleconsultation and Diabetes” project and the “The National Research program” project.
Education
Bachelor's - Psychology
Riga Stradins University
Master - Social Anthropology
Riga Stradins University
01.2012
Professional bachelor's degree - communication and public relations
Vidzemes University of Applied Sciences
01.2009
Skills
- Effective collaboration and communication skills - proficient in working and engaging with individuals from diverse backgrounds, experiences, and cultures
- A proactive team member with the capacity to take initiative and assume leadership roles
- Demonstrates a strong sense of responsibility and meticulous attention to details while maintaining the ability to grasp the overall big picture
- The combination of customer service experience, communication studies, and an analytical mindset has honed problem-solving skills and the capability to navigate non-standard situations by offering innovative solutions
- Strategic thinking
- Ability to navigate and mitigate unexpected and high-stakes situations effectively
- Effective communication and interpersonal skills
- ITIL certification
- Certification: IT project management - Agile framework (160 h program with University of Latvia)
- Project management experience in various organizational fields
- Project management software: Jira, Microsoft Project
References
Jurijs, Orlovs, direct Line Manager at User Experience Services, jurijs.orlovs@tietoevry.com, +371 29879435, Tietoevry Tech Services Latvia
Hobbies and Interests
Outdoors, Climbing, Theater, Traveling, Sports
Languages
English
Full Professional
Norwegian
Professional Working
Latvian
Native or Bilingual
Timeline
Delivery Lead
Tietoevry Tech Services Latvia
04.2021 - Current
Team Lead
SIA EVRY Latvia
05.2020 - 04.2021
Junior – Experienced - Senior Access Management Specialist
SIA EVRY Latvia
01.2017 - 05.2020
Project Manager
Foundation “Viegli” and Foundation of Imants Ziedonis Museum
03.2015 - 07.2016
Communication Project Manager
The State Land Service
01.2013 - 01.2014
Project Assistant
Pauls Stradins Clinical University Hospital
12.2011 - 01.2013
Master - Social Anthropology
Riga Stradins University
Professional bachelor's degree - communication and public relations
Vidzemes University of Applied Sciences
Bachelor's - Psychology
Riga Stradins University