Valeriu Senic, Ssca, Ssvvp Email & Phone Number

Raleigh, NC, US

Raleigh-Durham-Chapel Hill Area

Raleigh, North Carolina, United States

Provide technical support to customers for Business Solutions voice, SMS, and 9-1-1 via phone, email, and ticket updatesProfessional communications with customers in troubleshooting reported issuesPartner with Local Exchange Carriers in resolving customer network (LAN/WAN) issuesManage ticket progress to address and resolve customer issues within Service.

Raleigh-Durham, North Carolina Area

Provide technical support to customers for W&E voice, SMS and 911 products.Professional communications with customers in troubleshooting reported issues.Partner with Local Exchange Carriers in resolving customer network (LAN/WAN) issues.Manage ticket progress to address and resolve customer issues within Service Level Agreement requirements.Partner with.

• Analyzed ticket and escalation trends, utilizing GoodData and Excel, to find documentation and training discrepancies and set up remediation plans to resolve. Subject matter expert in billing, security, CPNI, Local.
• Administered feedback surveys to assess partner network related to escalation effectiveness and opportunities for improvement, resulting in feature requests creation that allowed partner and member autonomy in.
• Presented strategic initiatives, highlighting performance against KPIs to leadership team each month.

• Continued troubleshooting escalated technical, porting, and billing issues.
• Investigated service fraud, churn, and failure to onboard prevention, saving $1+ / day by converting just top 4 SIM misuse outliers, realizing $90+ savings for the last quarter, with 349 SIMs sent, and retaining 18+.
• Interfaced between cross-discipline departments on assisted support towards process improvements and aided with presentations review / fine tuning existing processes and churn reduction via retention of Relay members.
• Participated in first article inspections of new smartphones entering the market as each was accepted into the Republic Wireless portfolio, ensuring proper function and design before launch.
• Aided Tier 3 with technical and non-technical bug tickets and outages and collaborated on submission and working through each by confirming, updating, solving, and invalidating 55+ bug tickets & service interruptions.

940 Main Campus Drive Raleigh, NC 27606

• Resolved escalated customer issues as customer advocate, coached and mentored departmental team members on attainment of KPIs, and reviewed ticket trends.
• Ensured Callbacks / LogMeIn sessions were completed as scheduled, found bugs for later escalation, and created and modified Zendesk macros used for quickly corresponding to customers.
• Led internal and partner onboarding, technical QA process, and technical writing, equipping each team member with proper access and training to become successful by reviewing a sampling of tickets worked and providing.
• Coached and trained employees and outsourced partners, encouraging independence/self-sufficiency in roles.

• Functioned as primary point of contact for internal agent questions and smartphones, cellular service, and WiFi connectivity escalations for customer technical support.
• Analyzed tickets affected by a bug using Pivot tables and presented postmortem documentation as Mentor-in-Training project to entire Technical Assistance Center team, leading to promotion into mentor role.
• Created Catapult (Bandwidth Application Platform) Python scripts that evaluated calls (with audio) and messaging on lab phones and phones for assessing viability of various cluster-nodes.

27606

• Supplied technical customer support for consumer product offerings, applying technical ability in (LAN / WAN) Local, Router Configurations, VoIP, and SIP Trunking / SMS Messaging. Delivered technical support to.
• Interfaced with LECs, solving customer network (LAN / WAN) issues with high efficiency.
• Resolved customer issues using Salesforce by collaborating with clients’ IT support members.
• Aided with configuration and troubleshooting of customers’ routers on VoIP networks.
• Escalated critical, chronic, or intermittent issues to Tier 3 and management.

28027

• Supported customers in connecting analog telephone adapters (ATA) / telephone VoIP adapters (TVA) to home networks, small offices, and home offices. Troubleshot TCP / IP issues within customers’ network connections..
• Created DIY Port Forwarding Guide and distributed to new agents, supplying clear and concise step-by-step instructions that streamlined troubleshooting of call quality issues caused by router security system.

Charlotte, North Carolina Area

• Render an elevated level of help to the surgeon to ensure safe operation with the best results for the patient.
• Assume preoperative and postoperative duties to improve the quality of patient care continuously.
• Address various issues and concerns related to patient, visitor, staff, and employee promptly.
• Build and cultivate long-term quality relationships with patients, patient family members, visitors, and staff by supplying superior customer service always.
• Honored as “Employee of the Month” in January 2008 by showing a high degree of personal commitment, arduous work, and dedication

Chisinau, Moldova

• Incurred $1014.84 savings upon implementation of one of the program sub-projectsMedIT
• Highly praised country manager Accountable in rapidly expanding Internet Access and Training Program (IATP) MedIT seminars (IT training program for the Medical Workers) in medical institutions throughout Moldova
• Expanded MedIT to 248 doctors and medical staff in 13 medical institutions throughout Moldova
• Found Training Laboratory requirements and generated volunteers, which contributed 700-800 hours of work per quarter
• Increased financing for expansion in Moldova by more than 200% and elevated the number of people trained by 121%
• Administered budget of $3516.16 for a unique project and $103,000 for the program in total to fund operations

Balti, Moldova

• Translated reports and other information from Russian into Romanian and presented evening news in Romanian. Wrote reports about events attended and performed opinion research.
• Analyzed speeches and supported in the final assembling of the broadcast.
• Recognized as the face and voice for local news in the home city
• Served as a significant contributor in creating and developing entertainment programs

Kalamazoo, Michigan Area

• Assisted Dr. Leneway within the educational technology department as well as in various instructional activities. Monitored activities of 15 education students and prepared tutorial materials.
• Conceptualized and posted an instructional movie compilation k-2 level
• Instructed students in utilizing Windows Movie Maker to create instructional videos, which later became a part of curriculum for the Technology for Elementary Education class

Balti, Moldova

• Designed and implemented an on-sight research guide system for publications used by the professors and students at Alecu Russo University, which lists books and publications on the topic of Informational Science.
• Reputed as the founding member of the center of resources and informing in information technology
• Forged highly organized teams to create an on-site research guide system for publications used by professors and students at Alecu Russo state university in conjunction with the library director
• Executed three trainings for 50 trainees within three-month window including Learning English through Internet, Online Translation, and Women in IT

Bachelor Of Science, Information Technology And English, 3.31

Activities and Societies: Activities and societies: graduated 2ndbest from 46 graduates of specialization 1854.01 Informatics&Applied.

.8 Ceu'S, Hallmarks Of Success&Providing Constructive Feedback, Completed

Continuing Professional Education, Social Marketing

Graduate And Undergraduate Courses, Education And Computer Science

Secondary School Certificate

Education record