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Work Background
IBMService Delivery Manager
Aug. 2017Romania
IBMITIL Problem Manager (BMW Bank Project)
May. 2014 - Aug. 2017Bucharest, RomaniaAfter more than two years spent as member of the BMW Bank Project within IBM GDC Romania and after I have been awarded an ITIL Certification in Service Management, I gained enough understanding of the processes and flows within the project in order to handle complex problem management tasks. When an incident ticket sent to any of the applications supported by us cannot be solved within the given SLAs because it requires extensive analysis which is to be carried out together with the maintenance team, a problem ticket will be opened and the incident closed after relating the two tickets in the PM Tool. Once the Root Cause of the problem is determined, the Problem Ticket will be set to complete and a Known Error Ticket will be opened and assigned to the BMW Maintenance. They will decide whether the problem needs to be corrected or not, based on the costs incurred by the respective corrective actions. As Problem Manager, I am responsible for making sure the standardized methods and procedures (ITIL v3) are used for an efficient and prompt handling of all problem tickets and known error tickets. I am also responsible with tracking the status of the problem tickets from certain categories and for making sure we reach and constantly improve the weekly / monthly KPIs
IBM GDC Romania2nd and 3rd Level IT Support Consultant / Infrastructure Specialist AIX&UNIX (BMW Bank Project)
Jan. 2012 - May. 2014Bucharest, RomaniaIBM is one of the world leaders in IT Services and Consultancy with the vision of bringing a new level of “smart” to how the world works. The mission of the IBM Global Delivery Center in Bucharest is to provide customers with a seamless and secure solution to their global business needs.The Centre is part of the long-term IBM vision for Global Delivery that includes Remote Delivery from India, China, Brasil and Romania. As a Second and Third Level Support Consultant, I was responsible with analyzing, debugging and documenting issues related to the leasing application used by our client (BMW). These issues are reported by the BMW Bank employees to the first level of support and escalated to us if identifying/solving the problem requires extensive maintenance or an in-depth analysis of the situation.
BullGuardIT Consultant
May. 2011 - Jan. 2012Bucharest, RomaniaBullGuard specialises in best-of-breed PC security solutions for home users and small businesses, emphasizing technical excellence, ease-of-use and customer-care. The company has offices in Denmark, Romania, UK, Sweden, Germany, Austria, Denmark, Belgium, Holland, France and the USA. BullGuard's goal is to enable the ordinary computer user to fully explore the digital world. As an IT Consultant, I had to handle e-mails and chats coming from users who required assistance while using our application. The services we provided were considered by our management team and by our clients the "plus" of our company in relation with what similar antivirus software producing companies offered and our competitive advantage on the market.
Stefanini (TechTeam Global)IT Support Technician (John Deere Project)
Nov. 2009 - May. 2011Bucharest, Romania TechTeam is a multinational company with core competencies in the help desk and IT outsourcing areas. With headquarters in Detroit, USA, TechTeam is currently present in Belgium, Germany, United Kingdom, Sweden and Romania, providing support services for Global and local companies. John Deere is a top provider of agricultural equipment across Europe and North America which constantly develops new products for the other countries in which it has representatives. The Helpdesk Technician is the first point of contact for all IT service desk incidents and requests for the John Deere employees. As an IT Support Technician, I had to handle customer calls, e-mails and voicemails,
Sonic Drive-InCarhop
Jul. 2009 - Oct. 2009Jersey, United StatesSonic Drive-In is an American drive-in fast-food restaurant chain based in Oklahoma City, Oklahoma. Specific to the more than 3000 Sonic locations are the carhops, responsible with delivering the food from the store to the clients cars while wearing roller-skates. Nowadays, Sonic enjoys the highest customer frequency rate in the quick-service restaurant industry. As a Carhop, I had to make sure customers receive the correct order in less than 4 minutes. I was also expected to check orders for accuracy and appearance before presenting them to customers and receiving the payment for the order. If customers had complaints, I was required to solve them, ensuring that they are satisfied of our restaurant and alert the management if necessary. When customers are finished with their meals, carhops remove their trays and food packaging materials.
Gillian’s Wonderland PierRide Operator
Jun. 2009 - Aug. 2009Jersey, United StatesGillian’s Wonderland Pier is an amusement park from America offering numerous attractions for both children and adults. Situated in Ocean City, New Jersey, a family resourt, this concept is also present in the park, which is owned by a family and tries to create a pleasant atmosphere for all the people who visit it Ride operators work directly with the public. They greet patrons as they enter rides, and confirm that they meet height and other admission requirements to get on the rides. Among my responsibilities as ride operator, I had to collect tickets, direct patrons on how to enter and exit rides, help people get on and off rides and make sure that patrons are securely seated into the equipment. Ride operators keep an eye on patrons and their movements to ensure they are not in any danger. If necessary, I had to take the proper steps to remove disorderly people from the rides.
SoftwinPC & Telephonic Operator (Cec Bank Project)
Dec. 2007 - Jun. 2009Bucharest, RomaniaOne of the most important Romanian companies, based on performance and innovation, Softwin can be considered a unique company because of the combination between a crew of specialists in the field of customer relations and the dedication and willingness to lern of a crew of young agents. Cec Bank is one of the most important financial institutions from the Romanian Market, having the largest network of branches and agencies (about 1400) The responsabilities of a PC Operator included informing clients about the products and services offered by Cec Bank for both private people and companies, administrating the internet banking users (unlocking digipass devices and users, assistance while filling in on-line payment orders, explaining messages received from the bank in various situations), blocking cards in case of theft, prescorings for maximum credits which could be granted through credits or credit cards.
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