Alexandru Preda Email and Phone Number

Deliverables :-Target Architecture-Role & Rights Concept-Interface Landscape- Review of business and functional requirements- Definition of technical solutions/requirements- Support for development of environment management, testing and transition strategies and plans- Solution quality reviewsBusiness part- Owns the role & rights concept- Aligns solution architect activities and solutions among projects as much as possible- Liaise between delivery management, demand management and align with the stakeholders.- Working with stakeholders to assess current state of tools and processes and define approach to transition to service based organization- Translates the functional requirements of business owner/analyst into technical requirements in order to ensure alignment between the processes and ServiceNow- Advises business owner/analyst in their functional requirements to ensure overall standardization and optimal use of ServiceNow OOTB functionalitiesTechnical part- Ensures general standardization, upgrade capability and optimal utilization of ServiceNow functionalities- Develops target architecture for ServiceNow- Challenges business requirements to ensure alignment with target architecture and long-term strategy- Solution designingSecurity Review- Support for development of environment management, testing and transition strategies and plans- Oversee the delivery of one or more engagements, guide and direct the teams for any corrective and preventive actions to ensure the delivery is successful- Aligns use-case specific requirements with overall platform architectures and provides input into the platform architecture design- Owner of use-case specific interfaces and tables according to meta data management: dedicated solution architect responsibilities for infrastructures (e.g. interfaces, MID server)

ServiceNow transforms old, manual ways of working into modern digital workflows, so employees and customers get what they need, when they need it—fast, simple, easy.As part of the the Service Now core team, my current responsibilities include:- Coordinating ServiceNow project, providing support and guidance to project teams. - Coordinates resources among projects.- Prioritizing projects and identification of non-viable projects.- Developing platform driven enhancements and implementing new platform functionalities. - Developing, implementing, and maintaining the Project Plan, following Corporate IT’s Project Management Lifecycle methodology. Ensures that all requirements, schedule information, and changes to commitment are communicated to all affected team members and to higher levels of management as needed.

The Okta Identity Cloud connects and protects the employees of the world's largest enterprises. It also securely connects enterprises to their partners, suppliers and customers. With deep integrations to over 5,000 apps, the Okta Identity Cloud enables simple and secure access from any device. Thousands of customers, including Experian, 20th Century Fox, LinkedIn, Flex, News Corp, Time Warner and Adobe trust Okta to work faster, boost revenue and stay secure. - Providing well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service. - Take end-to-end ownership of customer issuesCollect information and document bugs with Engineering for product issues that are impacting customers. - Troubleshooting Multi factor Authentication (MFA) such as Google Authenticator , RSA , Okta Verify , YubiKey, Duo etc. - Act as a liaison between Customers and Product Management to drive product development.- Supporting Okta implementation for cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc. - Interact with all levels of management and roles within the customer organization and Okta. - Perform hands on configuration and troubleshooting of the Okta Product. - Use knowledge repository of support best practices and other customer ideas which can continually enhance the Okta platform. - Troubleshooting Okta integrations for Windows Server, Windows Workstation, Active Directory 2008 R2 or higher- Working in an ITIL environment using Salesforce and Jira.- Splunk log analysis for incident response/event correlation.Certifications : - Okta Certified Professional - Okta Certified Administrator - Okta Certified Consultant

- Organize and deliver the new hire trainings or retraining sessions (customer service applications, Vodafone services and products);- Update and redesign training materials in accordance with the new information and departament approach changes;- Continuous improvement of the training programs;- Implement mid and final evaluations;- Offer feedback to the new hires in order to facilitate accomodation to the organizational culture;- Logistic and administrative tasks;

- Providing internal support to colleagues (via ticketing, email and phone) regarding technical issues of the services, soft skills support (customer care, tips & tricks);- Change and improve internal procedures;- Collecting feedback from customers in order to improve service quality;- Reporting or escalating situations to dedicated teams;- Reporting and analyzing business department KPIs in order to focus on and improve low results areas;- Incident Management;- Testing new applications and providing feedback for future improvement.- Monitoring 1st level Support Agents;- Providing support to the 1st level, Sales, Business, Store and Major Accounts Departments in regards to our mobile broadband products and troubleshooting the product integration on multiple operating systems (Windows, Android, Linux, IOS, Windows Mobile)- Feedback sessions with 1st Level support agents.-Monitoring the "Service Level" - the response time of First Level support agents on phone, email and chat channels ;- Constantly upgrading procedures on the internal intranet;- Maintaining an open relationship with application vendors and external support teams.- Maintaining the internal applications on a functional level and escalating application issues to the app`s vendor- Creating Microsoft excel reports with the 1st level support agents results;- Designing training materials for the Vodafone Data Center internal training program- Support training for new agents- Active participation in the recruitment process.

- 1st line of contact;- Solving customer`s problems (provide client support via phone and email);- Handling incoming calls and solving any occurring situations; - Analyzing and solving written complaints according to the internal procedure; - Offering support to team members in need of assistance; - Training and tutoring new-hired members (buddy program);

Providing support for internal applications and products created for Mobile Broadband connectivity.Reaching a certain sale target during the troubleshooting calls.

Using communications skills and soft skills for maintaining or re-signing customer that for different reason would like to close their contracts.