22.06.2015-11.04.2018
Senior IT Support Engineer Stefanini Romania ▪ Starting off answering calls and making troubleshooting steps to search for the problem of the users ▪ Phone calls in German and English, the documentation of the tickets in English only ▪ From office repair to installing new software to solving business applications , loosing or stolen IT equipment’s procedure ▪ Unlocking windows accounts ▪ Resetting windows password , BAAN password ▪ Creation of UNIX, Oracle accounts ▪ User Terminations ▪ Connecting remotely to user’s PC ▪ Providing users with new pins for secure id cards ▪ Assisting user from the smallest issue to the biggest issue ▪ Managing more than 50 applications for the employees ▪ Assigned to another task on chat ▪ Assigned to another task as in e-mails, supported users through e-mails regarding every issue ▪ Assigned then to another task as in CASE, assisting user that open a ticket with an issue then calling user back and assisting him with every issue that he has ▪ Day by day doing the calls +e-mails +chat Business or sector IT Outsourcing & Software Application Development
16.04.2018 – 21.01.2019
Office 365 Support Engineer Wipro Technologies ▪ Represents the client and communicate with customers via telephone or email with regards to finding technical solutions • Facilitating resolution of complex technical issues in all areas of assigned Microsoft products by collecting the necessary documentation or recreating issue in house. • Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases. • Abilities to deal with not only technically complex issues, but also the ability to address politically charged situations requiring the highest level of customer skill. • Insuring customer's issue is resolved to their satisfaction by recommending workarounds and/or other fixes. • Keeping the customer updated on the status of issue, as well as keeping the CRM system updated with current information on the case, recommendations, and resolution. • Contributing articles to the technical support knowledgebase. • Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and Escalation Resources when appropriate. • Provide the best customer experience not only from a technical point of view as they will be the single point of contact for the customer. • Meet individual targets set by the direct supervisor on a monthly basis Business or sector IT Outsourcing
28.01.2019- 08.01.2021
Application management and Support Consultant.(Second level and third level support) NTT Data Brasov ▪ Release & Deployment Management Process ▪ Incident Management Processes ▪ Problem Management Processes ▪ Change Management Processes ▪ Knowledge Management Processes ▪ Configuration and Asset Management Processes ▪ Availability Management Processes Business or sector Software development and outsourcing
15.01.2021- 28.02.2022
Technical Support Engineer (Microsoft Office) MICROSOFT Romania ▪ Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed. ▪ Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues. ▪ Act internally as a customer advocate. ▪ Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support. ▪ Advise customers on how to gain additional value from their Microsoft products. ▪ Document your technical work and research to help your colleagues, improve the product, and improve the support experience. ▪ Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations Business or sector Business software solution
