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;

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.