Razvan-Robert Chilu Email & Phone Number

Timisoara

As Sr. Director of Support, my responsibilities expanded, focusing on strategic leadership and continuous improvement:• Led the digital transformation of the Customer Experience team, streamlining tools and processes to enhance efficiency and responsiveness• Built and maintained an internal knowledge base, fostering a culture of shared expertise and continuous learning among team members• Provided customer service leadership in operations analysis, performance management, and time entry, ensuring alignment with organizational goals• Worked within a voice of the customer framework to interpret and action team member and customer feedback for ongoing improvement• Developed service policies, programs, and systems to support strategic direction, maintaining a customer-centric approach• Developed and executed new performance metrics, including NPS and CSAT, to track and optimize customer satisfaction• Partnered with interdepartmental and field leaders to forecast, appraise, and report operating results, ensuring performance met or exceeded expectations• Monitored the expense process, established budgets and constraints, and ensured expense goals were metIn my role as Sr. Director of Support, I focused on driving excellence in customer experience, fostering collaboration across departments, and promoting a culture of continuous improvement. By prioritizing customer feedback, refining our support processes, leveraging key performance metrics, and building a robust internal knowledge base, I aimed to deliver the highest level of service to our valued clients.

Romania

Upon my promotion to Director of Support and Professional Services, my responsibilities expanded to include the following areas:[Customer Support]• Led and mentored the Customer Experience team, setting strategy and priorities• Developed customer support methodologies and best practices• Represented the customer's voice, promoting a customer-centric mindset• Handled escalations, resolving challenging situations positively• Monitored and improved CSAT metrics[Account Success]• Built high-level relationships with customer contacts for growth and loyalty• Coached team members to uncover customer needs and achieve goals• Monitored and improved NPS as an indicator of customer satisfaction[Professional Services]• Led and managed the Professional Services team• Recruited and developed a high-performing team, ensuring clear career paths• Ensured full product capability utilization on customer deployments• Built and updated the Professional Services portfolio• Managed resource capacity, staffing customer engagements appropriately• Ensured timely, high-quality OPSWAT technology deployments with measurable impact• Continuously improved implementation methodology for efficiency and consistency• Collaborated with Product and Sales departments to achieve business goals

Timisoara

As the Support and Professional Services Manager for the EMEA region at OPSWAT, a leading cybersecurity company, I played a pivotal role in overseeing the technical support and professional services for the organization's software applications. My responsibilities and experience included:Strategically and tactically managing the support for software applications developed by the OPSWAT engineering organization, ensuring the highest quality of customer experience.Providing hands-on technical management and supervision for a team of Application Support Engineers, responsible for delivering technical support, problem resolution, and research for customer-facing applications.Building, managing, and empowering a top-quality team of Application Support Engineers, dedicated to providing 24/7 application support for clients across the EMEA region.Proactively identifying critical technical and operational issues, driving them to closure to ensure the highest level of customer satisfaction and system reliability.Serving as a technical escalation point for team members, assisting with the resolution of challenging or complex problems.Acting as a Solution Architect advisor for customers, providing expert guidance and recommendations for optimized implementations.Technical skills developed and utilized during this experience include:Windows Server (2008, 2008-R2, 2012, 2012-R2, 2016)Exchange Server (2007, 2010, 2013, 2016)Office 365Active DirectoryNetworkingHyper-VVMwareScripting (PowerShell, CMD)Reverse EngineeringZendeskJIRASalesforce

Timisoara

As a Technical Consultant at Red Earth Software, my primary focus was to provide exceptional support for the company's product suite, including Policy Patrol Mail Security, Policy Patrol Signature, Managed File Transfer (MFT), and other related solutions. My responsibilities and experience encompassed:Delivering timely and effective customer support for Red Earth Software products, ensuring a high level of satisfaction and helping clients optimize their use of these tools for enhanced productivity and security.Interacting with customer environments utilizing Windows Server 2003/2008/2012 and Exchange Server 2007/2010/2013, allowing for seamless troubleshooting and resolution of product-related issues.Collaborating with clients to understand their unique technical challenges and requirements, providing tailored solutions and guidance for effective implementation of Red Earth Software products.Continuously expanding my knowledge of Windows Server and Exchange Server environments in order to offer comprehensive and up-to-date support for Red Earth Software's clientele.

Timisoara

As an Active Directory Engineer, I focused on the following responsibilities and technologies:Managed and maintained Active Directory infrastructure, ensuring efficient and secure user authentication and access control.Administered and optimized DHCP and DNS services, providing seamless IP address allocation and domain name resolution.Leveraged scripting skills to automate tasks and improve efficiency in managing Active Directory, DHCP, and DNS.Oversaw print services, ensuring reliable printing capabilities across the organizationUtilized Remedy for incident management, ticket tracking, and resolution, contributing to improved IT service delivery.Provided help-desk phone support, offering prompt and effective assistance to users facing technical issues, while maintaining a high level of customer satisfaction.

Timisoara

Managed and maintained the company's infrastructure, including Windows Servers 2003/2008-R2, Active Directory (user accounts, group policies), Exchange Server 2010, Hyper-V, Virtual PC, Virtual Box, DNS, and DHCP.Administered the company's LAN/WAN networks, ensuring optimal performance and securityInstalled, upgraded, and maintained store equipment, such as workstations, electronic cash registers, mobile scanners, switches, and routers.Participated in key projects, including the implementation of a backup system for all stores and migrating workstations from Windows XP to Windows Vista and Windows 7.Provided help-desk support to over 100 stores, ensuring timely and effective resolution of technical issues.Real-time monitoring and troubleshooting of network and server performance, maintaining system stability and minimizing downtime.

Bachelor'S Degree, Computer Science

High School, Mathematics And Computer Science