Claudiu Badea Email & Phone Number

Cambridge, Ma

Boston, Massachusetts, United States

Trusted as functional Operational manager for IBM Control Desk (USA shift) and as Client Success and Escalation Manager for all client facing situations. Coordinated DevOps/L2/L3 on 'hot' client issues requiring precise attention/remediation while overseeing day-to-day DevOps work for SaaS deployments. Presided over all execution stages on go-live to ensure smooth transitions with minimal production downtime.• Client Success Manager and Operational Manager roles for DevOps SaaS ICD team• Worked with existing clients to prevent defections to competitor products and successfully healed client relationships, turning one major client from a near defection to a reference• Client facing operational role within DevOps team where I handled client escalations that resulted from improper implementation, integration and product defects for SaaS and on-prem Control Desk clients• Coordinated resolution of defects within established SLAs for Capgemini L2/L3 or across to IBM's Maximo Support L2 / DB2 / WebSphere / IBM Cloud teams as needed.• Resolved product and supporting software defects for SaaS hosted Control Desk. Coordinated with L2 Support teams and IBM Support teams for resolution• Documented product configuration issues and advised clients on upgrade cycle• Created tech-notes and other documentation• Oversaw upgrade planning for client environments from initial phase to final cutover with full coordination of client communications, upgrade scheduling, test phase id, monitoring for defects and final roll-out of upgrade or migration• Planning & Implementation of Chef automation for upgrades• PagerDuty on-call rotation scheduling across all timezones• Coached & managed junior team members in proper client response and action • Coached & managed junior team members in SOP & expectations• Roadmap and deep dive into upgrade strategy for client deployments• Collaborated across business and technical teams between Capgemini, IBM and client stakeholders

Boston, Massachusetts, United States

• DevOps Lead engineer for infrastructure maintenance, software patching and support ticket response for SaaS Control Desk.• As Migration and Upgrade team lead Control Desk (ICD) SaaS planned, coordinated and executed client upgrades on SaaS deployments. I was responsible for all aspects of communication to execution and go-live, ensuring a smooth transition into the client’s new architecture and software version with minimal production downtime.

Boston, Massachusetts, United States

As Migration and Upgrade team lead Control Desk (ICD) SaaS• Planned, coordinated, and executed client upgrades on SaaS deployments, ensuring a smooth transition into the client’s new architecture and software version with minimal production downtime• Architected the test environment and coordinated the evaluation and acquisition of licensing for Rational Performance Tester, designing and executing test plans and test scenarios targeting 'on-prem' ICD environments• Provided L2 support for SaaS and on-prem deployments of Control Desk, ensuring seamless operation and functionality• Led infrastructure maintenance, software patching, and support ticket response for SaaS Control Desk as the DevOps Lead engineer, ensuring optimal performance and reliability

• Led a team in executing installation and integration testing for Maximo, Control Desk, and associated Industry Solutions products• Developed and implemented test plans, scripts, and procedures to ensure the quality and functionality of the integrated systems• Collaborated with cross-functional teams to identify and troubleshoot integration issues, ensuring seamless functionality

Bedford, Massachusetts, United States

• Led installation testing and release management for Maximo software, ensuring seamless deployment and reliable performance.• Collaborated with cross-functional teams to identify and address software quality issues, contributing to the enhancement of product functionality and user experience.• Automated testing processes, resulting in a 30% reduction in testing time and significant improvements in software quality assurance.

Master Of Science - Ms, Ecommerce

Bachelor Of Arts - Ba, Economics / International Relations

Activities and Societies: Omicron Delta Epsilon Honor Society