Radu Baltac Email & Phone Number

Sibiu, Romania

Sibiu, Romania

Sibiu County, Romania

my previous responsibilities +Responsible for 2 Stefanini sites, 350 people in total and multiple projects.Oversee and manage Service Desk Managers, Team Leaders and a small infrastructure team.

Sibiu County, Romania

• Cost Efficiency Management- control the financial achievements and KPIs for projects owned;- identify means of increasing occupancy per project;- control and reduce delivery costs for each project;- project restructuring (shared environment);• Service Level Management:- maintain the SLAs and KPIs on the agreed contractual level per project through daily, weekly, monthly monitoring and trending;- ensure that all service levels are fit for purpose and can be achieved, work with Program Manager to change any ineffective SLA;- open and take ownership of a Corrective Action Record and develop action plans in case of 2 months SLA failure;- monitor SLAs and KPIs and report when they have reached a stable level in order to have them included as contractual SLAs;- actively participate in WFM projects that require SDM involvement and expertise;• People Management:- coach and mentor Team Leads and Specialists;- review talent and potential within the project teams together with TLs and HR;- ensure correct floor management is in place;- conduct regular monthly one to one meetings with direct reports;- conduct regular monthly operational meetings with management and specialists per project;- organize skip level one to one meetings;- participate in all workshops and brainstorming sessions meant to reduce turnover and increase agents satisfaction;- monthly recapitulation of floor behavior through lateness, sickness, turnover, exit interview feedback, RONA calls, scorecards;• Client interfacing:- participate in weekly and monthly client meetings and present the operational achievements;- participate in governance meetings when required;- take ownership of client visits (deliver the site and operations standard presentation, brief them on each project specifications);- actively participate in new projects launch activities and oversee the hyper-care period;

Bucharest, Romania

 Achieve monthly SLA Leading a team of 30 technical support specialists Planning the financial aspects of the project Career development planning for the team members Monitoring and creating individual goal plans for the team members Constantly improving the service quality by implementing newprocedures Plus all my previous job responsibilities I was directly involved in growing the business in Romania.

Bucharest

 Active monitoring of our customers’ IT infrastructures (servers, networkdevices, applications); Achieve monthly SLA Running weekly and monthly reports on the team and agentsperformance Participating on weekly/daily conference calls/meeting with the accountleadership team Analyzing and documenting missed SLA’s using “Root Cause Analysis”approach Customer satisfaction survey analysis Reaction on all alerts as defined within the process binders; Owner of escalation and notification. Owner of severity 1 and 2 incidents. Analysis of support requests sent by our customers by phone, email orweb submit into our Incident management application; Timely logging of every support request in the ticketing systems; Accurate ticket documentation of the support request andtroubleshooting steps taken; Tickets follow-up and escalation in accordance with priority, impact andSLAs; Regular feedback to the affected end users on the status of the supportrequest in accordance with priority; Ownership and responsibility for all tickets assigned to the queue; Execution of proactive health checks according to already definedchecklists; Punctual follow-up and accurate recording of the performed checks Working in close collaboration with my colleagues to ensure that servicedelivery to the customer is of the highest standard. Working in accordance with ITIL quality standards, procedures,processes and work instructions. Holding one on one meetings with the team members every time inneed Attendance in trainings and team meetings;

Bucharest, Romania

Answer incoming calls and log all customer questions and issuesaccurately and efficiently into ticketing system; Troubleshoot hardware, software and network related issues; Provide restorative or maintenance actions to resolve end-userissues; Assist with special project work as needed; Escalate problems to the next level of support when necessary; Consistently meet or exceed requirement performance criteria. Constantly improving the project related knowledge level by takingcalls/ handling web-submits. Generating periodic reports for the Team Leader/ ProgramManager. Submitting ideas regarding the improvement of procedures. Supporting the team members in case of problems. Updating the training records. Owner of escalation and notification. Coordinating with the Customer Service Manager as necessary.

Bachelor'S Degree, Law

Highschool Diploma, Mathematics And Computer Science