Radu Smarandescu Email & Phone Number

Bucharest, Romania

Bucharest, Romania

- Responsible for monitoring and troublesooting the customer network on a 24/7/365 basis. - Handling incident, fault and problem management activities- Ensuring network and service performance and performing initial diagnostics/restoration while adhering to the network SLA- Perform initial diagnostics and troubleshooting for hardware, software, network connction issues- Identify, analyze, test and resolve faults and problems within the network- Log, manage and track all faults and problems in the incident management system- Correlate alarms with ongoing changes and incidents from other areas- Dispatch field personnel for the resolution of faults and problems when necessary- Control and follow-up on all matters forwarded to 3rd parties (vendors, suppliers, etc.) for fault resolution- Act als incident owner and ensure adherence to network SLAs- Lead technical conference calls for incidents

Bucharest, Romania

Romania

Bucharest, Romania

Romania

• Handling IT service desk support calls and e-mails.• Responsible for Service ticket creation and resolution.• Provided primary customer support to internal employees and external car dealers,• Offering support to other team members regarding cases and tickets

• Handling service desk support • Responsible for service ticket creation and resolution• Responsible for escalations, in case of BullGuard issues.• Provided primary customer support to external customers, mostly for BullGuard cases but also helped the Avira team when my team was not busy.• Offering support to other team members regarding BullGuard cases• Create KB articles.

Bucharest, Romania

• Handling service desk support tasks • Responsible for Service ticket creation / resolution• Performing proactive queue management at the team level• Provided primary customer support to external via chat and e-Mail.• Offering support to other team members when dealing with difficult cases.• Create knowledge base articles.• Translate knowledge base articles and website pages from English to German

Bucharest, Romania

• Worked on both BPO and IT projects for Harman/Kardon as technical agent, SME and trainer.• Helped with the transition in both cases• Responsible for service ticket creation / assignment / categorization• Performing proactive queue management at the process level• Provided primary customer support to both internal and external customers in fast-paced environment. Also provided support and level 2 tasks for my collegues.• Trained new employees for the BPO project.• SME for the BPM team, providing knowledge and expertise regarding products, connectivity and operation.• Created knowledge base articles and training documentation.• Handled both customer and service desk support tasks with a higher focus on VIP support (for IT), major incident management, training and knowledge sharing at team level• Driving an incident to resolution through support engagement• Ensuring proper escalation procedures are followed and that the team is engaged

Bucharest, Romania

• Responded to customer requests regarding products, spare parts and offering support for product software as well as professional mixing software like Traktor and VirtualDJ via e-Mail and telephone.• Responsible with recommendations (dj gear, tools, controllers) to customers • Responsible for Service ticket creation• Provided support in a fast paced environment• Offering support to other team members when dealing with difficult cases and basic training to new employees.• Create knowledge base articles.

Bucharest, Romania

• Handling service desk support tasks and major incident management for multiple processes.• Responsible for Service ticket creation / assignment / categorization• Performing proactive queue management at the team level• Provided primary customer support to internal and external customers in a fast-paced environment.• Offered support to other team members when dealing with difficult cases• Create knowledge base articles.• Trained team on all aspects of operating procedures and company services.

Bachelor'S Degree, Informatica Manageriala

Mathematics And Computer Science

Activities and Societies: Cupa Coman (2nd place 2 years in a row)