Raluca Cotelea Email & Phone Number

Romania

Bucharest, Romania

Bucharest, Romania

Bucharest, Romania

• Timely updates for every support request assigned to my group• Accurate ticket documentation of the support request and troubleshooting steps taken• Tickets follow-up and escalation in accordance with priority, impact and SLAs• Analysis of support requests received by phone, email or web submit• Intensive search to obtain desired solutions and proper initiative before escalating to another group• Ownership and responsibility for all tickets assigned to my queue• Onsite interventions at the Cegeka Romania premises which can involve site and facility related activities• Commercial function, by positively exposing CEGEKA during direct communication with users• Working in close collaboration with colleagues in order to deliver high-standard service• Working in accordance with CEGEKA quality standards, procedures, processes and internal regulations• Strict adherence to change management procedures before performing any change

Bucharest, Romania

• Creation of requests, incidents, change orders; • Solving incidents and requests following standard procedures; • Catch&Dispatch tickets to other resolver groups; • Accounts creation for company’s new joiners;• Enriching my knowledge in specialties as: Active Directory, Exchange;• Providing internal training for new service desk employees;• Internal procedures creation;

Bucharest, Romania