Irinel Gabriel Matei Email & Phone Number

Bucharest, Romania

Problem Monitoring and Resolution: Responsible for tracking events, alerts, tickets, and projects, ensuring prompt resolution or escalation to the appropriate team.Monitoring and Reporting: Created monitoring reports to assess usage, performance, and availability, ensuring systems operate optimally.Client Issue Management: Gathered necessary information to effectively address client issues, ensuring a smooth resolution process.Expectation Management: Managed client expectations by providing estimated response times for problem resolution.Multi-channel Support: Coordinated the technical support team to address issues via phone, email, and chat, catering to client preferences.SLA Compliance: Ensured collaboration across support levels to meet Service Level Agreement (SLA) response and resolution times.Documentation: Oversaw the team’s efforts to research and document reported technical issues.Team Collaboration: Worked closely with the technical support team to efficiently handle client requests and timely escalations.Problem Ownership: Took ownership of client technical issues from initial report to resolution, maintaining regular communication with clients regarding the status of their issues.

As a dedicated team leader in charge of the infrastructure shard, I possessa proven track record of assessing and mitigating technical risks whilemeticulously evaluating non-functional requirements for new, existing, andproposed systems and applications.My expertise ensures the utmost stability, performance, and security of theproducts we deliver to our customers.My leadership capabilities shine through in various aspects of teammanagement. I am adept at organizing team activities, efficiently allocatingresources, ensuring procedural compliance, setting clear priorities, andmeticulously planning our team's initiatives. .By maintaining a proactive and well-structured approach, I consistently driveour team toward achieving our collective goals.Contributing significantly to the hiring process by interviewing and hand-picking most of our team, I have had the privilege of building a team of skilledprofessionals who share a passion for excellence.I actively coach, motivate, and monitor the performance of all team members,fostering an environment that sustains stability and delivers high-levelprofessional services to our clients.Furthermore, I excel in managing assigned support tasks with a keen eye forachieving the highest level of product support efficiency.My dedication lies in maintaining products that consistently meet bothcustomer and business needs, elevating overall satisfaction.

Bucharest, Romania

As an accomplished Subject Matter Expert, I have played a pivotal role inempowering technical support representatives to excel in their roles anddeliver top-notch solutions to our valued customers. With a keen focus oncustomer satisfaction, I have consistently guided and mentored the supportteam, ensuring they possess the expertise and knowledge to resolve complextechnical challenges effectively.My expertise extends to the dynamic realm of cloud infrastructure, particularlywithin the Google Cloud ecosystem. I possess a profound understanding ofKubernetes, Compute Engine, IAM, and a host of other Infrastructure-relatedproducts from Google Cloud.Leveraging this in-depth knowledge, I have played a key role in architectingand implementing cutting-edge solutions for our clients, helping them optimizetheir cloud infrastructure and achieve their business objectives seamlessly.Throughout my tenure, I have been an integral part of fostering a cultureof collaboration and continuous learning, inspiring team members to stayabreast of emerging technologies and industry best practices. By orchestratingworkshops, training sessions, and knowledge-sharing initiatives, I havesuccessfully fostered a robust and proficient technical support team.

Bucharest Metropolitan Area

- Technical support for web hosting related services through tickets and phone- Monitors the good functioning of hosting servers through internal monitoringtools- Improving technical solutions and improving web hosting services in general- Diagnose and resolve technical hardware and software issues- Activating new customer services;- Maintenance and troubleshooting: Apache / cPanel-WHM/ Bind / Dovecot /Exim / Mysql / Litespeed/ Virtualmin/ Windows/ PureFTPD- Implement and track backup / restore procedures- Maintenance of the company servers and administration of servers- OS updates, security & patching.- Activity in Datacenter (NOC): Monitoring; Installing new equipment

Tulcea, Romania

- Technical Assistance to Company Clients (email, phone, ticketing);- Activating new customer services;- Installation, maintenance and configuration of Linux OS servers;- Maintenance and troubleshooting: Apache; Nginx; MySQL; Exim; Postfix;Dovecot; BIND DNS; ProFTP; OpenSSH; OpenVPN; Cpanel / WHM;Virtualmin / Webmin;- Implement and track backup / restore procedures.- Monitoring the good functioning of the services offered to the company'sclients;- Installation, maintenance and monitoring of servers;- OS updates, security, etc

Tulcea, Romania

Present the company offers and sign contracts with customers

Diploma De Bacalaureat, Filologie

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