Adrian Pintea Email and Phone Number

Building sofware for the oldest automotive company in the world is a great challange to have. My genuine curiosity and passion for understanding how their business worked quickly became a strong asset that helped me be autonomous in many implementation decisions. This means less time spent in meetings, lifting the burden of deciding on evey aspect of the solution and offer the peace of mind that the right decisions for the user and business are made. Translating the stories and learnings from business meetings into UX that ensures ease of use and software solution that offers a not only a productiyvity supercharge but also a great experience was greatly appreciated by the client. By being always available to provide context and take decisions, the team became involved, focused on doing what is best for the users we always manged to keep the roadmap timeline. Learning to managing stakeholder expectation and keeping transparency about the state of the project is definately one of they key aspects that is different from my previous roles and provided a great opportunity to fine tune this skills.

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Created A/B testing signup flows, increased the conversion rate of all signups, and increased the whole company's knowledge about converting and not converting customers by sharing testing results and creating actionable insights from them.By leveraging feedback from customer support and sales, I developed enterprise features such as SSO and access roles, which directly led to an increase in conversion rate among our enterprise customers. By establishing and utilizing product success metrics, I was able to build dashboards that provided valuable insights and guided our decisions for further product development.I honed exceptional communication skills by presenting at our PI planning events and constantly discussing the product roadmap with all departments. I managed to keep other departments, such as marketing, sales, and customer support, engaged and focused on the critical features by sharing the stories of what we learned from our customer's struggles and their success stories once we solved them.Planned, built, and shaped the go-to-market strategy by delivering feedback on marketing materials and incorporating all previous learnings from user testing and interviews. I did this by clarifying what pain points we aimed to solve, how our solution solves them, why it is superior to others in the market, and who the target audience is.Decommissioned features that brought little value were rarely used or did not fit our target user segment.

I successfully transitioned internally to this role from head of customer success. This came with great power, and now I have the opportunity to improve things. Since I was armed with lots of user feedback that I gathered from my previous role, I was the "voice of the customer" in every product discussion. I got certified as SAFE PM+PO and, with this knowledge, started on the long journey of rebranding Bannersnack to Creatopy. I learned how to viciously prioritize features for the launch date of the rebranded platform and cut the fluff. It was the time when I ramped up my knowledge about product management with books from Teresa Torres, Marty Cagan, and Simon Sinek.

I joined the Bannersnack team as Head of Customer Support, and my first challenge was building out the team and processes that would lift customer satisfaction while simultaneously creating a closed feedback loop towards the product and management team about ongoing issues and customer requests. The hardest part was identifying and letting go of the low performers in the team and bringing in new people with the potential for growth within the organization and the skills for a customer support position. Later on, I merged Sales and Customer Support to create a synergetic Customer Success team where a large customer, throughout the lifetime of his account, was handled cohesively and benefitted from white glove treatment. This shift resulted from our shift towards B2B accounts rather than consumers. In the coming years, it was great to see that almost every team member has grown from their support positions into impactful roles within the organization.

L3 technical support for business customers - fixed voice services• Troubleshoot and solve technical issues of business customers and international voice carriers • Tools: OSIX (Polystar) and Wireshark, • Customization of switch configuration to better suit customer environment• Acceptance, configuration, test and maintenance of ISDN PBX, Cloud PBX, IN, SIP Trunk, VoIP and TDM international interconnect services on carrier grade platforms• Liaise with vendor support and R&D• Closely work together with engineering department to solve general issues in the network + feedback and improvement suggestions from operational perspective• Gathered network quality reports and pointed out problem areas as well as action points• Technical training and workshops for people for 1st and 2nd level support• Participated new product testing: Huawei CPE proof of concept; develop and execute test plan; integrate multiple models in Sunrise IMS TB and lab environment; provide product assessment and possible use cases; - Migration of all VoIP ICX and PBX to new Huawei SBC and AGCF• Brought my contribution since day one and up to speed in less than 3 months• Write and maintain technical documentation• Improved FAX transmission over VoIP network by harmonizing FAX related parameters and configuration between network elements; align Sunrise with local carriers in the same manner; found data network related issues and pointed out jitter, delay, packet loss etc. to responsible department • 5 years’ experience on NSN EWSD; nFon cloud PBX solution; Huawei voice core network environment UGC – MsoftX3000, UMG8900, IMS solution, SBC2900 + 1 year ACME packet 4250&4500 SBC; Siemens hiE9200; Aarenet AareSwitch;The added value I am bringing comes from the attention to detail I give each case, keeping things clear and simple, follow through with every case and make sure involved people understands the topic and what has to be done.

Level 2 technical support for business customers - fixed voice network• Treat, solve, or forward customer tickets to relevant teams; end-to-end responsibility for prompt resolution within SLA; service restoration coordination • Troubleshooting and failure analysis of customer services in the entire core network, mobile and fixed core, roaming, and VAS - remote or field engineer-assisted • Operational work on NSN EWSD, Huawei UGC, UMG; SBC; HLR; MSC; IMS; SDB; HSS; GGSN; SGSN + VAS and IN services• Improved customer's confidence and relation with the company by contacting them directly by phone or email to get a better understanding of their problem, thus speeding up the troubleshooting process; directly discussing available options and exact requirements• Coordination of internal and external resources and partners• Analysis of SS7, ISUP, and SIP network traces using OSIX (Polystar) and Wireshark • Learned SIP and OSIX tool operation by myself; improved SS7 and ISUP knowledge and went on to cover mobile core and RAN areas; became the best technical person in the team, allowing me to pursue BO job• Handling customer requests and for specific voice service configurations• Closely worked together with 3rd-level support and thus brought knowledge to the team• Optimized process in regards to new Sunrise Managed Service Partner Huawei• Training and introduction of new tools or platforms for other team members• Support and coordination of planned works with high customer impact• Writing and maintaining technical documentation

GNOC Network Specialist - Level 1 technical supportCreated strong trust and great collaboration relationships with field engineers by troubleshooting issues until we fully resolved them. Done this by helping them with accurate and complete information about the network status and parameters.My role involved maintaining a proactive conduit to ensure SLAs/OLAs were consistently met. This was achieved through meticulous maintenance and coordination of planned works. I worked with a range of routers, including Cisco, Juniper, and Huawei. Voice exchanges included NSN EWSD and hiE9200, ACME Packet, and Nortel.Our journey began with an outsourcing project of managed services from Alcatel-Lucent Switzerland to Romania. In just 4 months, we absorbed and learned everything necessary to take over monitoring operations. By focusing on the most influential elements in KPIs and OLAs, we outperformed the Swiss team and maintained high work quality. Our excellent collaboration with the Swiss team during and after the outsourcing phase led to a significant opportunity. When the project concluded, I was selected and offered a role at Alcatel Lucent Switzerland, which was immediately followed by a carve-in to telecom provider Sunrise.