✓ Ensured client response times met established SLAs.✓ Main contact between Sales, Product teams and End User or Partners to analyze and report on customer behavior and user experience trends,✓ Developed new processes to improve time delivery and product quality,Key achievement: Enhanced the customer onboarding process by identifying glitches and .suggesting fixes as well as recommending processes automation to reduce human error and resolution times.

Outsourcing service for the purpose of aligning and managing personal data protection measures, designing data flow charts, risk assesment and audit so that customer’s company works in accordance with the EU regulation 679/2016✓ Identified data collection processes and created data flow diagrams, recommending adjustments to ensure compliance with the General Data Protection Regulation (GDPR).✓ Mapped IT infrastructure and generated detailed reporting charts to visualize data protection efforts.✓ Conducted training sessions for client employees on IT safety in the workplace, in line with GDPR requirements.✓ Recommended essential measures to mitigate the risk of data loss and enhance overall data security.✓ Facilitated direct client meetings with the IT department, providing hands-on assistance with implementing GDPR compliance measures.✓ Supported the digitalization of monthly GDPR reports and department-specific GDPR forms, streamlining compliance documentation.

✓ Directly managed 4 key projects for various European clients, ensuring successful delivery and client satisfaction.✓ Supervised a team of 180 service desk agents, with 3 supervisors and 8 team leaders reporting directly to me.✓ Enhanced the incident and change management processes, leading to increased efficiency and reduced downtime.✓ Established and led a problem management team focused on identifying root causes of incidents and implementing effective workarounds or permanent solutions.✓ Personally handled client meetings and reporting, maintaining strong relationships and ensuring transparent communication.

✓ Led a team of 50 agents and directly managed 6 supervisors, ensuring seamless operations and high performance.✓ Provided dedicated support to a U.S.-based client, effectively managing tasks and communication on U.S. timelines.✓Successfully executed a full project handover from India to Romania, surpassing expectations by completing the implementation one month ahead of schedule.✓Spearheaded talent acquisition efforts, conducting team interviews and selecting top talent to meet the project's needs.✓Developed a cost-efficient Knowledge Base platform, granting all employees easy and immediate access to essential information without incurring additional project expenses.

Contracted for one of the world's largest automaker company offering IT support for European sites in UK, France, Italy, Nordic and Baltic countries.• Manage a team of 20 agents;• Have direct involvement in the work undertaken by the team;• Ensure effective communication across the team and providing technical advice;• Monitor and review team activity, resource requirements, progress of customer agreed projects ensuring the team and the supervisor/operations manager are kept informed as necessary;• Working with two Seniors and a Problem Manager proactively identifying possible IT problems and the root cause;• Conduct and document internal and customer meetings effectively;• Working with SLAs, OLAs and deadlines;• Working with reports and trend analysis;• Setting KPIs, documenting team activity and performance;• Working with service desk coordinator on staff recruitment and induction;• Planning training and identifying development needs for new staff and team members;• Managing and addressing customer escalations and keeping direct contact with customer management team.

• Analyzing weekly trends and identifying problems causing increased number of incidents;• Analyzing reports and extracting relevant data with full descriptions and details related to the problems;• Analyzing the problems, identifying workarounds and fixes for them;• Analyzing the problems and possible fixes with the 3rd line of support manager;• Rootcause analyzis for identified problems, workarrounds testing and setting processes to be used by agents;• Hosting weekly conferences with the client’s management team and discussing improvements and workarounds, trying to prevent problems;• Hosting meetings with the 2nd line agents within the local team, analyzing daily incidents and identifying trends and possible problems.

2nd Line Analyst responsibilities:• 2nd line desktop support engineer on one of the world's largest automaker company account for SCC Services Romania, support provided to 11,000 users in over 10 countries in multiple languages;• Managing incidents and request as per SLA’s;• Network administration for all customer employees and contractors;• Direct contact with the customer’s users by e-mail or phone (only in English);• Accounts creation and maintenance for all new employees and contractors;• Software installation and troubleshooting using a variety of remote desktop connection systems;• Incidents and changes management for all issues reported by customer’s employees and contractors;• Direct contact with the SCC On Site engineers for all customer’s european sites for improving the response time on urgent situations.Aditional activity:• Updating the Knowledge Base with new troubleshooting fixes and guides;• Creating procedures and presenting them to the team members, helping with their implementation;• Coaching new team members, explaining the systems and their functionalities;• Acting as a TL Backup when needed, staying in contact with customer’s management team.

Company activity field:Professional IT services for companies and governmental organisations all over EuropeResponsibilities:- Logging incidents and changes reported via phone/e-mail;- Applying fixes and workarounds as per specific procedure;- Equipment monitoring and prompt reaction to specific alerts;- Working with SLAs.

SEO - affecting the visibility of a website or a web page in a search engine's "natural" or un-paid ("organic") search results. - On Line Marketing for clients Web Site based on specific search terms and keywords pending on targeted audience; - Web site traffic monitoring, web site UI and advertising revenue; - Administrating WordPress sites, adding/removing content; - Handling specific text spinning applications and publishing content as needed.

System EngineerTechnical support for On Site systems and for computers, software products or other electronic or mechanical goods. - Reporting any software bugs found; - Maintaining the IT equipment; - Creating advertising flayers and posters; - Updating the data base for the accountancy software.