Bogdan Danescu Email & Phone Number

Enschede, Overijssel, Netherlands

My primary responsibilities included troubleshooting and resolving technical support tickets through a systematic approach, ensuring that all incidents were handled efficiently and in a timely manner. Key duties and achievements in this role include:Ticket Resolution: Managed and resolved a variety of technical support tickets, ranging from software malfunctions to user interface issues, ensuring that service-level agreements (SLAs) were consistently met or exceeded.Software Troubleshooting: Conducted detailed root cause analysis of software issues, working closely with internal teams to identify, escalate, and fix bugs or configuration issues.Customer Communication: Delivered clear and concise communication to users, translating technical solutions into easily understandable steps for both technical and non-technical users.Knowledge Base Contribution: Developed and maintained internal documentation and knowledge base articles to assist users with recurring issues and provide self-help resources for common problems.Cross-Functional Collaboration: Partnered with the product development, QA, and engineering teams to escalate critical issues, providing detailed reports and helping to test solutions before deployment.Tool Utilization: Used ticketing systems like Jira ServiceDesk to prioritize, track, and close support cases, ensuring a seamless workflow and high customer satisfaction.

Bucharest, Romania

▪ Monitoring performance of VoIP routes and routing appropriately, taking into consideration multiple parameters, such as ASR, ACD, price, cost, capacities;▪ Resolving Trouble Tickets and troubleshooting issues; ▪ Providing daily reports in Microsoft Excel regarding company performance, including Traffic and Financial reports; ▪ Importing rates from partners and sending rates to customers; ▪ Testing routes and routing appropriately; ▪ Performing interdepartmental tasks such as: Interconnection procedure for new partners, Business cases, partner disconnection procedure; ▪ Providing Support to Sales, Buying and DM teams;

Bucharest

▪ Assisting the DM (destination management) team with routing and monitoring the performance of VoIP routes;▪ Managing and resolving tickets from customers, as well as providing a resolution to their complaints;▪ Providing daily reports in Microsoft Excel regarding company performance, including Traffic and Financial reports; ▪ Importing rates from partners and sending rates to customers; ▪ Testing routes and routing appropriately;

Bucharest, Romania

▪ Creating and running test cases;▪ Performing regression testing;▪ Verifying bug fixes and entering data into the bug tracking system; ▪ Providing functionality testing of all products and direct support to the QA lead;

Bachelor'S Degree, Information Technology

High School, Mathematics And Computer Science

Mathematics and Informatics - English profile