Adriana Balici Email & Phone Number

Kitchener, Canada Area

Kitchener, Canada Area

Kitchener, Canada Area

Waterloo, Ontario

• Responsible for conducting planning and research for all Problem Investigations and coordinating/organizing investigation findings• Prepared meeting agendas; collaborated with the lead investigator and ensured meeting information was sent out within the same day• Reviewed monthly BlackBerry Availability Reporting and confirmed investigation & impact findings• Participated in creating a multi-tier investigation structure to enable the preventative problem management structure in BlackBerry Operations• Participated in creation/implementation of a post-mortem incident follow-up to provide business leaders in near real-time communications following incidents• Collaborated in developing and running investigations for BlackBerry Business cloud services for Office 365• Participated in high intensity problem investigations which resulted in daily and weekly updates to business leaders; which drove corrective actions into production in near-real time• Used MKS Integrity to check the status of SDRs related to actions raised during the problem investigations• Created Known Error workarounds documents in Helios and Remedy based on the SMEs’ recommendations • Created, updated and provided access to documents in LiveLink

Waterloo, Ontario

• Primary point of contact for written and verbal real-time communications from the BlackBerry Network Operations Center (NOC) during unscheduled network events• Responsible for preparing communications and reporting on scheduled and unscheduled BlackBerry Network Events• Distributed required information to internal and external stakeholders• Assisting with ongoing stakeholder analysis to determine communication gaps and opportunities for improvement• Chaired weekly maintenance bridges• Created, gathered, and documented requirements and coordinate team projects• Assisted with the development of proper documentation and support procedures for all NOC Communications efforts

Kitchener, Canada Area

• Provided technical support for computers and BlackBerry devices to all RIM employees by phone, email and in person• Provided Handheld, Desktop and Server support for the BlackBerry Email Solution• Supported integration of BlackBerry handheld with BlackBerry Enterprise Server, BlackBerry Internet Service• Administrated SAP, RAS, AD, Exchange, BES as well as supporting desktops, laptops, printers, scanner and more

Kitchener, Canada Area

• Provided world class technical support for BlackBerry solutions to external customers and partners through phone, email and web chat• Consistently achieved above average QA scores (22 consecutive months as a STAR performer)• Consistently met or exceeded technical expectations• Provided Handheld, Desktop and Server support for the BlackBerry Email Solution• Supported integration of BlackBerry handheld with BlackBerry Enterprise Server, BlackBerry Internet Service and BlackBerry Desktop Redirector• Certified in all Technical aspects of the BlackBerry Solution • Graduated of the Achieving Stellar Service Experiences program• Assisted small to medium sized business with installing, configuring, using and upgrading the BlackBerry Enterprise Server within an IBM Domino environment.• Assisted with database issues within a Microsoft SQL environment related to the BlackBerry Enterprise Servers including running querries• Managed/maintained/tested BlackBerry Enterprise Server features in an VMWare environment (different versions) to be able to assist clients with their technical issues: installing, Troubleshot BlackBerry Enterprise Server issues by checking the logs:• BlackBerry Enterprise Server logs• Log.nsf and NSD logs for Domino environment• Event viewer logs (Application & System) in .evt format• .dmp files generated during the crashUsed Remedy ticketing system on a daily basis to collect, update and maintain customer information• Supported both Carrier and direct TSupport customers• Took escalations when requested• Followed the processes and procedures dealing with carriers and TSupport customers• Participated in Beta testing program

Toronto, Canada Area

• Provided support for IBM employee in troubleshooting Windows 98/2000/XP, Lotus Notes 5 and 6 mail and databases, Lotus SmartSuite Millennium 9.7, VPN AT&T Network Client, IBM Personal Communication; Tivoli Storage Manager, Aventail Connect, Norton Antivirus, Symantec Desktop Firewall, Zone Labs Integrity Desktop Firewall, Wired and Wireless network connectivity, local and network printers, Internet Explorer/Netscape.• Provided customer support in installation, troubleshooting, systems management, recovery planning, hardware/software configurations, problem determination and solutions, tuning and performance• Performed advanced troubleshooting of new technologies including desktops, laptops, wired and wireless network• Recorded procedures and logged problems for the service department

Toronto, Canada Area

• Provided desktop, laptops, printers and networking support including troubleshooting (including troubleshoot applications, IBM laptops and PDAs, re-imaged computers as needed)• Trained to answer to application inquiries (by IBM Business Consulting Services)• Provided the link between warehouse and IBM Business Consulting Services developers• Monitored network hardware to ensure that applications (i.e. app. launcher and DTA) are working well and are connected to the server• Ensured all data was transferred/synchronized from laptop computers to the server • Diagnosed and performed troubleshooting for wired and wireless connectivity issues

Timis County, Romania

Provided administrative support for Microsoft Windows 2000 Professional, NT Workstation, Windows 95/98, local area networks and wide area network, adding and administering users, groups, rights to network volumes and directories, ensuring connectivity and compatibility with internal applications, connectivity with internal and external e-mail server (Lotus Domino Server R 4.5 and 5) via dedicated leased line, all external and internal print servers and network printers for 2 sites. Specific activities included:• Daily support of Windows 95 - 2000, NT4, Lotus Notes R 4.5 and 5 corporate desktop environments and laptops (IBM, Compaq/Dell); maintenance of the Windows 2000, NT Servers and Novell environment; created and managed users accounts and groups • Boot protection, pre-boot user authentication and HDD encryption using SafeGuard Easy on notebooks• Lotus Notes installation, administration, maintenance and replication of Lotus Notes R 4.5 & 5 databases in a WAN environment. Used remote administration software to resolve issues.• Provided on site and over the phone support to remote clients, related to Lotus Notes e-mail accounts, databases, calendaring and scheduling; Notes’ IDs management (added, renamed, moved, deleted users)• Desktop/Laptop hardware/software problem analysis and troubleshooting; provided first and second level support • System fault tolerance implementation (SCSI hardware, RAID 5), backup and recovery procedures; system security administration and auditing; system monitoring, performance tuning and optimization; perform automated software updates (Antivirus Dr. Solomon and McAfee)• PC imaging using Ghost, OS software modifications and application installation all conforming to company’s standards• Provided end user support/training for all network applications including MS Office, and Lotus Notes• Maintained technology inventory and ensure timely updates; maintained security access codes• Recommended software/hardware acquisitions.