IBMTechnical Support Engineer at IBM Romania
May. 2015 - Nov. 2017BucarestPerforming in international software support delivery processes and environments; Respond to requests for technical and management assistance. Dispatch Engineer: Monitoring the Service Now Queue for incidents and requests, analyzing the income issues, raising Major Incidents, taking decisions of who can handle different situations and business requirments. Maintaining computer systems and networks through SCCM and VDI consoles. Installing and configuring computer hardware operating systems and applications;
Identifying and escalating situations requiring urgent attention; Providing initial remote technical software & hardware support to clients; Tracking and routing problems and requests and document resolutions; Investigating, diagnosing and solving computer software and hardware faults
Trainer for new hires and supervising junior level 1 agents and technical staff. Used and supported technologies include:
OS/Application Virtualization platforms: VMWare vCloud, Citrix XenApp, Citrix Receiver, APPV
Supported Standalone OS: Microsoft Server 2008 / Microsoft Windows 7, IOS and Blackberry Enterprise.
Supported Applications include: Lotus Notes 8.5, Microsoft Office, Cisco Jabber, Aspect Uniphi and Unified Connect, Checkpoint VPN, Internet browsers, client internally developed apps.
User Management Tools: Tivoli Identity Manager, Active Directory, IBM Mainframe programs, Checkpoint VPN Certificate generation, CISCO VoIP management.
Other supported hardware: Lenovo, HP and Dell laptops, Lexmark Network Printers, Cisco Routers and Phones, Blackberry Mobile Phones, IPads etc.