Alexandru Turculet Email & Phone Number

Chișinău, Chisinau, Md

Chisinau, Moldova

In charge of 24/7 Global Technical Support Center and 24/7 Global Network Operations Center.Managing all aspects of Global NOC, located in several geographical locations, working in a Follow the Sun structure and monitors all customer networks, Satellite HUB, VSATs, and telecom infrastructure.GNOC detects and resolves all incidents to ensure high network availability and compliance with SLA requirements.Managing all aspects of Global Support Center providing 24/7 Tier 2 Technical Support on Gilat Satellite HUB Platforms of the latest generation to worldwide customers.• Defining methodologies for time efficiency and quality enhancement• Data analytics and BI tools management• Personnel Recruitment and Training• Monitoring Solutions implementation and integration• Processes and tasks Automation• Defining and Maintaining KPI and SLA• Budget Planning, new products development and projects management, engagement with customers at different stages of the project for smooth ramp up and support.

Chisinau, Moldova

Established a new Global Support Center team. Global Support Center is providing 24/7 Technical Support (Tier 2) to worldwide Gilat customers. GSC is accountable for all the Technical Service Requests of Global Networks, Technical Support, and Networks Optimization and Operation.

Chisinau, Moldova

Responsible for all the technical aspects in the EMEA Region – Technical Account Manager and the main escalation point for customers, work in close collaboration with Sales RVPManage the Technical Support Engineers Team in EMEA Region – Budget, Recruitment, training, remote and on customer site activities planning.Manage and perform customer visits, periodic satisfaction surveys, Crisis Management, escalations handling, and networks audit.Monitoring and enforcement of agreed service SLA and KPI, Service Requests Backlog, Issues Handling time, and resolution quality.

Chisinau, Moldova

Recruitment and training of Moldova NOC Team. Responsible for creating, maintaining and optimization of internal processes and procedures to be followed in operations and monitoring, including advanced troubleshooting, escalation of reported issues, knowledge base maintenance, and continuous team knowledge improvement.Main Escalation Point for internal Teams and Customers. Ensuring quality and performance of NOC service levels in accordance with ITIL methodologies.

Provide professional technical support services in the EMEA region for complex satellite communication systems, network monitoring, and auditResponsible for projects on the new generation Gilat Satellite Platform, customer visits, running Acceptance Test Procedures as part of Pre-Sales activity.Manage strategic accounts, Point of Contact for installations and service requests escalation, network deployment, remote and on-site activities.EMEA region service requests and issues follow-up, priority definition, and SLA monitoring.

Professional Technical Support services for Gilat Satellite Communication Platforms in EMEA Region, being the main point of contact for enterprise customers.Resolve service affecting issues related to broadband IP communication via satellite transmission, Support complex systems installations, and Satellite HUB Platform upgrades at customer sites.Isolate and correct system faults using advanced troubleshooting techniques and tools, service restoration activities, and track in the trouble ticketing system.Perform Satellite communications systems design and produce systems-related documentation, Satellite Frequency Coordination and Management, Project Engineering, and Project Management tasks.

Customer Service Representative and Air Tickets Sales for a US-based Travel Agency.Advising on the most optimal solution for flight itinerary, destinations, various accommodation options, and issues solving for customers. Promoted to Sales Agents Team-Leader, providing assistance on customer escalations and contributing to individual and team sales targets achievement.

Bachelor’S Degree, Aerospace Engineering - Avionics And Electronic Systems

Ccna (Cisco Certified Network Associate) - Cisco Academy