Danielle Langella

Professional Experience

Veepee – Barcelona | October 2025 – Present

Incident Management: Manage active incidents and service requests through structured lifecycle processes to minimize operational downtime.
Ticketing Systems: Log, track, and resolve system issues using Jira and osTicket platforms while maintaining precise technical documentation.
Queue & SLA Governance: Monitor active ticket queues, prioritize incoming incidents based on severity, and ensure strict adherence to established SLAs.
On-Call Operations: Participate in scheduled on-call rotations, providing time-critical system support and executing rapid engineering escalations when required.
Cross-Team Collaboration: Collaborate directly with internal engineering and technical teams to investigate, triage, and resolve recurring or complex system anomalies.

Raytheon Professional Services – Barcelona | February 2020 – October 2021

Application Administration: Operated as a system administrator for the core Learning Management System (LMS) application, structuring enterprise courses and curating curriculums for institutional banking employees (Allied Irish Bank).
Technical Troubleshooting: Provided end-user help desk assistance resolving login anomalies, browser configuration issues, cache/cookie conflicts, and basic platform navigation.
Incident Triage & Escalation: Monitored core application metrics for active service outages, meticulously logging system incidents and escalating Level 2 tier issues to internal platform engineering teams.
Quality Assurance Testing: Executed iterative functional testing protocols across active deployment builds, systematically surfacing and reporting codebase bugs directly to the developer teams.
Data & Metrics Reporting: Generated automated completion analytics, compliance reporting vectors, and operational documentation matrices for internal corporate audit reviews.