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Curriculum Vitae

informatii personale

 

M 28.10.1998

Stagiu militar: da

obiectiv

 

Developing a career in IT.

Salariu: nespecificat

Tip job: Full time

Departament: Telecomunicatii, Relatii clienti / Call center, IT Software, IT Hardware

Oras de lucru: Iasi, Remote (de acasă)

Nivel Cariera: Entry-Level (< 2 ani)

Disponibil: oricand

experienta profesionala

 

01.10.2019 - prezent

Departament: specialisti / tehnicieni

Titlu Job: senior it analyst

Responsabilitati:

▪ Providing second line technical support for more complex incidents received from the 1st line
incident handlers, in respect of clients/ services supported;
▪ Taking hot calls from 1st line incident handlers when advanced troubleshooting is required;
▪ Apply business and technical knowledge to meet resolution targets;
▪ Prepare training materials, scripts and organize/hold training process for new agents;
▪ Providing support and training for first-line analysts;
▪ Acting as the first point of escalation for the service desk in respect of technical support;
▪ Participate in technically demanding KG/ KT sessions on the Desk;
▪ Active Directory Management (entities creation, modifications, accesses, attributes)
▪ Computer, User, Groups, ACL;
▪ Exchange Management Console
▪ User and shared mailboxes, DLs
▪ Network connectivity troubleshooting;
▪ VPN Connectivity Troubleshooting;
▪ Remote Access User Management and Troubleshooting;
▪ Laptop/ Desktop Performance issues troubleshooting;
▪ Active/ Corporate Directory (user and access management)
▪ Microsoft Office
▪ ServiceNow, ticketing platform
▪ Microsoft Exchange management
▪ Configuration Manager Remote Control
▪ Powershell and Command Prompt basics (general IDE terminals)
▪ VPN, remote connections
▪ Management tools for software assignation, OS deployment, device reassignation
▪ General troubleshooting on software, hardware, network, etc.
▪ Registries, Event Log manager
▪ Holding meetings with the clients in regards to technical solutions implementation
▪ Hardware and device ordering on behalf of the client

01.03.2019 - 30.09.2019

Departament: specialisti / tehnicieni

Titlu Job: customer service advisor

Responsabilitati:

▪ Undertaking initial diagnostics of the incident, using the tools available and resolving as many as
possible on initial contact
▪ Accurately recording and classifying all incoming incidents with the appropriate priority, category
and incident summary details or error messages
▪ Proactive flagging incidents where no knowledge solution was found
▪ Meeting or exceeding the level of Service when responding to all incoming incidents,
▪ Accurate and timely handoff to other resolving teams
▪ Troubleshooting on client devices (computers, printers, mobile phones)
▪ Active Directory and Exchange users management
▪ Reporting and processing major incidents

studii

 

Facultati:

2018 - 2018 Facultate: IT Technology la UCL - Erhvervsakademi og Professionshøjskole din Odense, Danemarca.
2014 - 2018 Liceu / Școală profesională: Tehnician în Activități Economice la Colegiul Economic Administrativ din Iași.



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