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Curriculum Vitae

informatii personale

 

M 19.01.1990

Permis conducere:  Cat.B, Data obtinerii:12.07.2008

Stagiu militar: nu

obiectiv

 

Obiectivul meu este sa profesez si sa capat experienta in mediul IT.

Salariu: nespecificat

Beneficii: In functie de tipul job-ului, masina, telefon servici si bonuri de masa.

Tip job: Full time, Proiect / Sezonier

Departament: Vanzari, Marketing, Internet / e-Commerce, Telecomunicatii, Relatii clienti / Call center, IT Software, IT Hardware, Service / Reparatii

Oras de lucru: Bacau, Barlad, Iasi, Suceava, Vaslui, Botosani, Piatra Neamt

Nivel Cariera: Manager / Executiv

Disponibil: oricand

experienta profesionala

 

01.04.2018 - prezent

Departament: it software

Titlu Job: itil lead

Responsabilitati:

Leading the Support Stream within CRF Health.
The customer facing support is provided in line with all the regulations speciffic to Pharma / Medical industry.

01.07.2016 - 30.04.2018

Departament: it software

Titlu Job: dc & servicedesk ops support manager

Responsabilitati:

The DC Operation Support Manager role took my career to the next Level.
This new role involves looking after all the UK Technical teams based in Bacau Office: the Infrastructure Support team and all UK Service Desk tams (both in and out of hours);

Key roles and responsibilities of my position are:
- Assure that all the team managers are following ITIL best practices and all company specific regulations in their activity;
- Proactive monitoring of all SLAs and KPIs;
- Constant coaching sessions held with team managers and Supervisors;
- Great involvement in all new service transitions and designs;
- Managing any ad-hoc requests in terms of availability and pricing;
- Continuous improvement of the working environment: regular meetings with all stakeholders in order to develop the main organisations Tools (eg. ITSM Tool)
- Hosting new or existing Customer Visits;
- Supervising any ongoing Projects to make sure they are not impacting/degrading the BAU Service;
- Own the Service Improvement Plan for both departments;
- Involvement in Shift Left Activity from technical teams to 1st Level support teams by identifying top 10 events and getting them documented;
- Developing new and existing reports in order to better highlight trends, workload etc;
- Developing means of capturing, preventing and addressing any potential issues in the Service Delivery;
- Working along with the Training Department to build the Skill Matrix across all the Teams and to deliver any technical/non-technical training sessions as required;
- Constant reviews of Processes where my departments are interacting with others;

01.05.2015 - 31.07.2016

Departament: it software

Titlu Job: support services supervisor

Responsabilitati:

- Following my previous experience as a Service Desk Supervisor - I have been promoted to a similar position in the Infrastructure Support department.

- My first challenge was to actually build that department in Bacau office and start to migrate/transfer various services from Infrastructure Support in Iasi.
- Part of this Task I had to recruit/identify resources, build a training environment (both physical and virtual) with state of the art servers and Network equipment and design an appropriate training area;
- That was followed by identifying a Team Leader and starting to build knowledge on different areas/services which were required to be transferred to Bacau team;

- After just 8 months I have managed to build a 1st Line Infrastructure Support team which is able to offer support for more than 15 customers;

- I have also implemented a "Beginners Team" - where I hired people which are not yet Infrastructure Engineers and I have allocated a trainer and build a training plan so that in a number of months they can become Infrastructure Support Engineers;

- I am also responsible for a 24/7 Support Team made up of 15 people which rotates in shifts - offering support for almost 30 different customers;

Some of my regular tasks would be:
- Complete Due Diligence exercises to document and transfer new services/activities to the new Bacau team;
- Assure the Knowledge Management process is followed and all Work Instructions are kept up to date according to ISO 90001 standards;
- Make sure all contractual SLAs and OLAs are achieved;
- Build and sustain a career path for every individual in my department;
- Developing and improving ways to better manage the Knowledge, Courses, Grades and Reports;
- Keep track of Improving opportunities and possible gaps in order to drive them to resolution;

01.03.2014 - 30.04.2015

Departament: it software

Titlu Job: service desk supervisor

Responsabilitati:

- After 9 successful months of Team Leading I was promoted to a Supervisor role - which involves managing multiple Team Leaders and their Service Desk teams.
- The new role gave me the opportunity to manage multiple shared and dedicated Service Desk teams with of more than 50 people in total.
- I was also responsible to transfer one Shared Service Desk from Iasi office to Bacau. That team was offering support for 6 different customers. Part of this transfer I had to create a staged transition plan with weekly checkpoints, I was also involved in identifying the new team members and into building the knowledge. And in the end I have managed to transfer it with no impact on the Service Levels or the customer.
- I have also worked along with the Implementation Team in quite a few projects and achieved very good results.
- A summary of my activity as a Service Desk Supervisor would be:
- Make sure all Team Leaders are well trained and customer facing;
- Assure all members of the team are recieving all the required training;
- Work along with the Implementation team to implement new services;
- Escalations management;
- Regular reporting activity;
- Continuous improvement;
- Assure all contractual SLAs are well achieved;
- Knowledge-base management along with the Team Leaders;

- I have managed to improve most of the above topics by:
- Designing new reports to facilitate easier data analyses or to better spot weak areas;
- Keep track of all gaps so that we can work on to improve the service. Build and maintain a CSIP document;
- Maintain/improve the level of communication with the customer and/or other people we get in touch with;

01.08.2013 - 31.03.2014

Departament: it software

Titlu Job: servicedesk team leader

Responsabilitati:

I took part in the implementation of a 25+ sized Service Desk for a quite big UK customer of more than 18000 employees.
During the implementation period I spent a month with the Customer in the UK, visited multiple customer sites in order to have a better perception of it's specifics and also met relevant stakeholders across their business to establish a better communication and to better understand their critical services.
Along with the implementation team I made sure we construct a strong Knowledge base and design Support Processes. Other activities I took part of during Implementation also included managing/updating the transition plan and providing the necessary training to the new team I was setting up.
I was also involved in the recruitment phase for the new team.
Once the service was considered fully transferred (BAU) my role focused on:
- Fulfilling all agreed SLAs;
- Keeping the Knowledgebase up to date;
- Maintaining the quality of the service;
- Reporting activity;
- Managing escalations;
- Team administration activities;
- Making sure all required ITIL standards are followed;
Not just that all the above were accomplished but I was able to deliver an excellent service resulted in customer positive feedback and very good SLA figures delivered.

01.02.2012 - 31.07.2013

Departament: it software

Titlu Job: 2nd line support engineer

Responsabilitati:

Pozitia de 2nd Line Support Engineer implica preluarea telefonica a incidentelor si solutionarea acestora si mediu de lucru in limba Engleza.
Printre rolurile atribuite se regasesc: Administrator Domain Controller (creare si stergere conturi domeniu), administrare server de mail Microsoft Exhange (creare conuri de mail si liste de distributie), creare conturi si suport oferit in Lotus Notes, administrare diverse aplicatie de baze de date folosite in companie si drept de administrator pe toate calculatoarele din retea.
Ca si probleme rezolvate frecvent: probleme conectare internet (proxy), probleme conectare din exteriorul companiei ( VPN, Token), probleme securitate (Antivirus).

01.12.2011 - 08.02.2012

Departament: it software

Titlu Job: 1st level tsa

Responsabilitati:

In urma tranzitiei catre HP GSD, am fost recrutat sa ofer suport la formarea noii echipe de suport pentru clientul E.ON Romania, pentru formarea unui Knoldge Base si a unor proceduri de lucru - si pentru a activa in continuare ca si 1st Level TSA cu aceleasi atributii.

02.04.2011 - 30.11.2011

Departament: it software

Titlu Job: 1st level technical support

Responsabilitati:

Ca si 1st Level TSA, printre responsabilitatile mele se regasesc: preluarea incidenteleor (telefon sau e-mail), rezolvarea problemei prin diverse mijloace disponibile (remote asistance, Active Directory, SAP etc.), deschidere unui ticket in cazul in care problema nu poate fi rezolvata la 1st Level.
In cadrul firmei am oferit suport pentru: Windows XP si Windows 7, imprimante si Print- servere, MS Outlook si Exchange Server, verificari si configurari echipamente de retea, Pachetul Office 2003 si 2007, SAP, VPN si CheckPoint.

02.08.2010 - 01.04.2011

Departament: it software

Titlu Job: agent service desk

Responsabilitati:

Preluarea apelurilor telefonice in prima instanta. Apoi, in functie de tipul problemei incercarea de a solutiona problema personal (conectare remote), iar in cazul in care problema nu o pot rezolva personal, deschiderea de tiket (programe folosite: Remedy si Mantis) colegilor de la Customer Service.
De pe aceasta pozitie ofeream suport pentru Computere-le clientului, pentru telefoane si pentru imprimante (instalari, configurari si troubleshooting);

Realizari:

Depasirea target-ului de incidente rezolvate First Fix.

25.04.2007 - 25.04.2010

Departament: vanzari

Titlu Job: manager

Responsabilitati:

In cadrul firmei realizam activitati in domeniul design-ului si programarii web, grafica, filmare si fotografie. Pe langa aceste activitati ma ocupam si de atragerea clientilor si negocierea proiectelor.
Pentru programarea web foloseam: PHP, MySql si/sau ASP

Realizari:

Ca realizari pot aduce peste 20 clienti importanti din care peste 10 cu care am mentinut legatura pentru colaborari ulterioare. Realizarea a peste 10 site-uri web, publicarea in revista "24 FUN" a 4 machete publicitare "full-page". Organizarea de evenimente pentru unul din clienti (Apache Club): Concurs de Snooker al federatiei nationale.

10.08.2005 - 25.06.2006

Departament: publicitate

Titlu Job: publicitate

Responsabilitati:

Sarcina mea a fiost sa ma ocup de web-site-ul firmei si de organizarea unui club Renault la nivel national ce isi propunea sa ofere consultanta avizata posesorilor de autovehicule Renault.
Separat de aceste atributii am participat si la vanzari in special la saloanele auto.

Realizari:

Am realizat web-siteul clubului.
Am adunat date de la 20 de posibili clienti in cadrul unui singur salon auto.

studii

 

Facultati:

2010 - 2014 Facultate: la din Iasi.

Activitati extracurriculare

Abilitate sporita in negocieri de proiecte, in prezentarea produselor. Lucrez foarte bine in echipa. Spirit de organizare.

Premii

Certificari
Jul 2017: ITIL® (2011) Intermediate Service Design

Apr 2016: ITIL® (2011) Intermediate Service Operation

Nov 2014: Situational Leadership

Aug 2012: Apple Product Professional

Jun 2012: ITIL Foundation Official Certification

Conferinte
Mar 2017: SDI Awards 17
I was present at the SDI Awards in Birmingham representing SCC.
We were running for the "Best Managed Service Desk" Title - which we also won.

https://www.servicedeskinstitute.com/events-networking/awards/
https://www.servicedeskinstitute.com/wp-content/uploads/2017/04/DSC_4988.jpg
Traininguri
Jan 2012: HP Microsoft Windows 7 Support - Sofia, Bulgaria 2012

Dec 2011: HP Customer Care Training - Sofia, Bulgaria 2011

Dec 2011: HP Technical Skills Training - Sofia, Bulgaria 2011

aptitudini

 

Limbi straine(Scris,Vorbit,Citit):

engleză(avansat,avansat,avansat)



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