David Gamulea Email & Phone Number

New York, Ny, Us

• Leading Global IT First and Second Line Support teams. Managing the internal IT Service Desk Team; ensuring proper IT Solution Implementations. Working with other Support Functions and Business Operations alongside IT Project managers. • Planning IT Projects/IT Strategies. Looking for areas of improvement within IT internal processes along with possible technical and infrastructure solutions. My role is to plan various projects working alongside with various teams (Audits, Transitions, Project Managers, Service Delivery Leaders & Operational Leaders).• Ensuring compliance. Making sure all SOPs and Procedures are kept up to date. Keeping up with compliance and regulations. Incident management leader globally while working on the reporting metrics, day to day activities and overall goals.• Maintaining Technology Standards. Focusing on technology research within the given budget, my role is to establish and maintain company technology standards. Advising the implementation, deploying & updating infrastructure & applications ensuring successful delivery.

New York, Ny, Us

• Owning and maintaining Systems Administration of the MDM platforms• Responsible for the desktop environment across UiPath• Building a strong collaboration relationship with key stakeholders, proactively asking for feedback, and taken full responsibility of the process and managed support• Track and enforce cyber security compliance requirements for all MDM devices including timely implementation of OS updates, wiping data from lost or stolen devices, creating/ updating policies, and configuration profiles• Responsible for negotiating and bringing of new scope within the managed processes• Collaboration with a team of engineers to plan, design, develop, build, and deploy new MDM solutions• Propose and implement new solutions acting as an SME for the process/ processes• Support escalation and root cause analysis activities• Develop implementation activities of new systems/ applicable tools to the processes in scope• Suggest Continuous Service Improvement, automation, scope transfer projects where identified• Support the Global Service Desk with handling and assisting with support for both Software and Hardware related matters globally through the identified channels• Propose the best operational practices across the team and ensure all team members are trained accordingly• Act as a primary point of contact for security and compliance initiatives and audits• Create and execute project work plans and revise as appropriate to meet changing needs and requirements

Conshohocken, Pa, Us

• Leading Europe and US support teams. Managing the internal Suvoda IT Service Desk Team; ensuring proper IT Solution Implementations. Working with other Support Functions and Business Operations alongside IT Project managers. • Planning IT Projects/IT Strategies. Looking for areas of improvement in Suvoda IT internal processes along with possible technical and infrastructure solutions. My role was to plan various Projects working alongside with various teams (Audits, Transitions, Project Managers, Service Delivery Leaders & Operational Leaders).• Ensuring compliance. Making sure all SOPs and Procedures are kept up to date. Keeping up with compliance and regulations which are critical per regulations within the medical field. Incident management leader for both Europe and US teams while working on the reporting metrics, day to day activities and overall goals for the team. • Maintaining Technology Standards. Focusing on technology research for a given budget, my role is to establish and maintain Suvoda technology standards. Advising in implementing, deploying & updating infrastructure & applications ensuring successful delivery of IT requirements.

New York, Ny, Us

• Leading European Remote & On-Site IT Service Desk Team composed of roughly 50 team members. Leading the internal Genpact IT Service Desk Team (remote & on-site) across Europe locations (HU, PL, NL, TR, PO, CZH), managing IT Solution Implementations, Support Functions and Business Operations IT Projects. • Relocation in New Building Project. Identifying appropriate resources and assign individual responsibilities, we have successfully relocated 2800+ employees (infrastructure, DC&HUB room cabling, end user machine configuration & post-migration hyper care support).• Planning IT Projects/IT Strategies. Looking for areas of improvement in Genpact IT internal processes along with possible technical and infrastructure solutions, my role was to plan various Projects working alongside with various teams (Audits, Transitions, Project Managers, Service Delivery Leaders & Operational Leaders).• Incident Management Remote & Onsite Teams. Incident management leader for both Remote Europe Service Desk team and On-Site local support teams in Europe while working on the reporting metrics, day to day activities and overall goals for the team. • Maintaining Technology Standards. Focusing on technology research for a given budget, my role is to establish and maintain Genpact technology standards. Advising in implementing, deploying & updating infrastructure & applications ensuring successful delivery of IT requirements.

New York, Ny, Us

• Leading Internal Europe IT Service Desk Teams. Planning and Managing IT Strategies & Projects for internal functions and operations focusing on delivering solutions in all internal process improvement areas matching the functional specifications & business requirements. • Incident Manager Leader. Acting as incident manager leader for both Remote Europe Level 1 (Service Desk) & Local On-site Support Teams.• Conducting Solution Architecture Assessments. Understand the business processes of Operations Team and translate the requirements into technical solutions for strategically important initiatives. • Establishes & Maintains Enterprise Technology Standards. Keeping track of hardware supply while coordinating with the IT Sourcing, Project Managers, Transition Managers and Operational Managers.

New York, Ny, Us

• Leading IT Service Desk & On Site Support Team. Coordinating with IT Departments across the world, together with Europe IT Help-Desk Teams, my role was to ensure a smooth procedural guideline. • Monitoring and Forecasting Hardware Supply. Keeping track of hardware supply while coordinating with sourcing department and business leaders, operations, project, and transition managers. Helping the team develop their technical skills and customer centricity. • New Asset Management Solution Implementation. Administrate RSA accounts & AD for IT related equipment, I have implemented and maintained a new asset management solution and policy.• SLA Desk Side Support. Managing desk side support, within the SLA for the Bucharest site, including iOS devices, and hardware preparations locally to be dispatched to several Europe offices. • Successful Delivery of Help-Desk Support. Assisting the Level 1 Help-desk support team with the process, handling the escalations locally, and ensuring proper documentation and procedures for cases.

New York, Ny, Us

• Provide Level 1 Support for Europe on Core Load. Documenting all incidents and follow up cases, my role was to successfully meet SLAs and customer requirements. • Equipment Deployment and Resolve Troubleshooting Cases. Troubleshooting both hardware and software related issues; equipment installs, setup and deployment both in the office and abroad. Dispatching to the appropriate support team high severity incidents.• Asset Management & Operating Procedures. RSA token management & user management in AD. Draft, implement & mentor Level-1 agents on Standard Operation Procedures. Recording & processing issues received by phone or web into CRM system.• Training, Share Knowledge and Organize Teams. Training and cross-training new and existing associates; administrative work for help-desk; prepare working schedule according to business needs.

București, România, Ro

• Managing a VOIP Team. Organizing, managing the telephony/internet service team process workflow, handling escalated customer complaints & providing quick resolutions

București, România, Ro