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

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

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

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.
• 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.
• 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.
• 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