Andrei-Cosmin Toma Email & Phone Number

Coventry, Gb

Technical Specialist - Incident, Problem and Request / IT Service Management• Managing and maintaining the IT service management framework, ensuring compliance with ITIL best practices to improve service quality and efficiency.• Implementing and optimising incident, problem, and request fulfilment processes to reduce downtime and enhance system stability.• Collaborating with cross-functional teams to identify and prioritise service improvement opportunities, resulting in increased user satisfaction and operational effectiveness.• Conducting regular service performance reviews and utilising Key Performance Indicators (KPIs) to measure and report on service delivery metrics, making data-driven decisions to enhance service levels.• Developing and delivering training programs to IT staff and end-users on service management principles, fostering a culture of continuous improvement.

Coventry, England, United Kingdom

• Provided an excellent level of IT customer support for over 3,000 business users• Delivering excellent first-line incident management, request fulfilment and problem management for all the Society’s IT systems, all while ensuring compliance with the Society’s IT and Security Policies and minimising the impact of IT incidents on the business• Ensuring the major incident management process is followed for high-priority incidents, assisting in providing high-quality reporting to other IT department and the management of the knowledge base for the Service Desk

Coventry, England, United Kingdom

• Assisting academic staff in learning related activities, such as helping to provide additional support for students in lectures, seminars, tutorials and laboratory workshops.Modules assisted:• Fundamentals of Business Programming• Database Systems• Computer Simulation and Operational Research

Atherstone, England, United Kingdom

• Identified the requirements of IT capacity in order to meet the present and future workloads• Generated and maintained the Capacity Plans for Component, Service and Business• Provided guidance and advice on all issues related to capacity and performance.• Made sure that the service performance achievements met their agreed-upon targets• Measured and monitored capacity to support the service level management.• Helped with the diagnosis and resolution of incidents and problems.• Analysed the impact which the changes had on the capacity plan and took proactive measures to improve the performance wherever it was cost-effective.

Bsc, Information Technology For Business, First Class Honours

Activities and Societies: Tennis Society Squash Society Student Ambassador Student Proctor

Baccalaureate Degree, Mathematics And Computer Science

Activities and Societies: Student Board - Students' Lawyer