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Andreias Iulian

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akademischer Grad: Bachelor of Business Administration and Engineering
  • ITIL 4 Foundation
Jahresgehalt: Verhandlungssache
Einstiegszeitpunkt: 04.04.2022
Interesse an Projekten: Ja


Good communication skills gained through my experience as IT support Engineer for more than 6 years

Organized person, Responsibility, Ability to establish and maintain good working relations with people of different national and cultural backgrounds, focus on quality than quantity, proactive, punctuality, ability to face new challenges, ability to work both individual and in team , competitive, attention to details. ▪ Good managing skills for applications, working as an Application management and support Consultant



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


"Babes Bolyai” University – Faculty of Economics and Business Administration – Cluj Napoca cer ▪ International Business Profile ▪ Bachelor degree ▪ German Line


ITIL 4 Foundation training➔Certificate passed. cer ▪ A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services ▪ The guiding principles of ITIL 4 ▪ The four dimensions of Service Management ▪ Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value