Adrian Corpodean Email & Phone Number

Bucharest, Romania

• Handle customer technical questions/requests through 3 channels (phone, chat, email) and ensure L1 and L2 support.• Perform remote troubleshooting as well as directly assist customers with the deployment & and configuration of the Endpoint security agent and Endpoint Management Console (GravityZone).• Resolve technical tickets according to internally agreed SLA and quality metrics, as well as escalated tickets to other teams as required.• Create and maintain a positive customer relationship through soft skills and proactive experience improvement;

Bucharest, Romania

• Troubleshooting installation and configurations issues;• Analyze security incidents, firewall, and network activity, reporting false positives and negatives to the proper departments;• Logs analysis (Product-specific, Windows, Linux, Mac OS, Event Viewer);• Test and reproduce different behaviors in test environments;• Escalate internally to the next tier of support or other departments while keeping the responsibility of the case;• Meet the SLA requirements and internal procedural workflow;• Monitor issue RCA status and patching through JIRA;• Create and maintain a positive customer relationship through soft skills and proactive experience improvement;

Bucharest, Romania

- Responsible for daily IT troubleshooting and diagnosing problems;- Provide first-level contact and convey resolutions to customer issues ;- Diagnosing system errors and other issues ;- Install, configure and maintain IT equipment and peripherals;- Manage users and computers in Active Directory.