Cristian Nicolae Coman Email and Phone Number

Level 2 and level 3 support for the entire data network infrastructure.Design and implementation new services and locations.Upgrades and optimizations for existing services.Day 2 operations, maintenance and monitoring.Firewall policies implementation.Achievements:- redesign monitoring system- wireless infrastructure implementation- ntp implementation- smart licensing implementation- SoT (source of truth) implementation- redesign and standardization of configurations across branch network equipments and datacenters- datacenter relocations

• SPOC (Single Point of Contact) for the highest value/largest customer ofVodafone Romania covering all aspects end to end (service activation, support, upgrades and service termination).• Offering support for worldwide VPN connections ranging from locations in Europe,Kazakhstan, New Zeeland, etc. and over 5000 connections in Romania.• Working with very strict SLA and deadlines, in collaboration with multiple international partners via phone and email.• Meetings and conferences with the customer and international partners.• Insuring all support flows and procedures are followed internally, also externally by our partners to keep SLA and KPIs within contracted values.• Incidents support, opening proactive/reactive tickets, troubleshooting and if necessary escalating to level 2 support local or international.• Remote access on PE/CPE Cisco routers and switches, One Access routers,Topex/Rohde&Schwarz equipments, SMC, radio equipments (Breeze AlvarionGFSK/OFDM, Breezemax, NEC Pasolink/SIAE) in order to troubleshoot internet/VPN/Office Link connections.• Very close communication with the Service Manager, Project Manager, Sales, support engineers, also with customers NOC/support teams and international partners support teams to ensure SLAs are kept.• Announcing Maintenance works that impact customers services• Account management - ensuring new implementations are correctly processed, activating in billing and additional systems (Amdocs, BMC Remedy)• Monthly reports - internal quality parameters, service changes, various KPIs• Run and provide reports for customer• Developed and optimized internal procedures to decrease incidents restore time.• Developed quick access bash script for internal use by the support team members.• Proposed support flow and offered feedback to international partners in order to improve their response times and quality of support.

•24/7/365 dedicated support by phone/email for business and major/strategic customers – VPN connections, Internet, Voice (Direct Link, Office Link, IP Telephony)•Work with constant dead-lines and specific SLA agreements•Checking, identifying, troubleshooting (remote access on PE/CPE, radio equipments) on customers issues and if necessary open a ticket to the 2nd level support teams or directly to service partners, ensure quick solving times within the assumed SLA values.•On demand CPE configuration or providing various information•Support for hosting issues - email, domain registration, DNS manager, MySQL DB creation, account users•Support for Blackberry devices - BES subscriptions, license ordering•Establish, create and maintain a harmonious working relationship with the designated contact for the business/major account customer•Maintaining contact with the client during ticket solving/service restoration•Working to find the right solution for every customer, maintaining contact with the client throughout the entire period a new service is activated to ensure the service provided meets or exceeds the customers needs.•Interact with NOC, OMC, Level 3 teams/Solution design engineers, ProjectManagers in order to guarantee the proper activation and installation of the customer's services•File customers interaction, trouble tickets, new/upgrade services in specific management applications (BMC Remedy/CRM)

•Configuration and troubleshooting for business clients related to mobile data connections and devices - 3G/HSPA modems, routers, smartphones, etc.•Solving internal tickets received from 1st Level of support (connection problems on various OSes like: MS Windows XP/Vista/7, Mac OS, Linux, Symbian, Android,Windows Mobile, iOS, Blackberry)•Blackberry devices - BIS subscriptions troubleshooting•Hosting and email services support and troubleshooting•Ticket escalation to OMC/NOC teams for coverage/signal or unusual functionality•Ticket escalation to service providers level 3 support - hosting/email issues•Testing services, software and equipments to identify potential issues before commercial launch•Written documentation for internal knowledge base•Flash based tutorials/emulators for applications - used by internal departments•Design and publish internal weekly newsletter related to IT&C•Maintaining and updating public site software repository

On call information support for Vodafone Ro Business clients relating to voice and data services plus troubleshooting for data services.

• Acceptance testing for Vodafone Mobile Plus services - Vodafone Office Zone, Vodafone Acasa.• Testing services on multiple GSM devices and filling reports, collecting server logs• Completing UAT (User acceptance Testing), daily reporting.• Participating in vendor meetings related to bug solving and new issues found during testing• Technical support Mobile Plus services for other internal teams (sales, call center)