Daniel Valentin Roca Email & Phone Number

- Providing Technical and Product Support for high value PaaS and SaaS products such as Oracle Transportation Management, Oracle Fusion Transportation Intelligence and Oracle Global Trade Management;- Regularly engaging with customers from Forbes 200 companies by troubleshooting and resolving high impact and complex issues related to shipment planning, integration within an owned queue of over 50 support tickets at any given time;- Experienced in delivery in high impact production… Show more - Providing Technical and Product Support for high value PaaS and SaaS products such as Oracle Transportation Management, Oracle Fusion Transportation Intelligence and Oracle Global Trade Management;- Regularly engaging with customers from Forbes 200 companies by troubleshooting and resolving high impact and complex issues related to shipment planning, integration within an owned queue of over 50 support tickets at any given time;- Experienced in delivery in high impact production systems for Fortune 100 companies, resolving technical issues arising in production with minimal downtime to ensure minimal disruption to business critical processes;- Mentoring junior team members. Show less

Bucharest, Romania

- Co-founded a Hosting Solutions company providing Web Hosting, VPS Hosting, Dedicated Servers, Cloud Storage, Game Servers, Domain Registration and SSL Certificates;- Designed the company logo and web page;- Acted as the main sales person.

Bucharest, Romania

- Provided product support for the following BA applications: Clarity Performance Management, IBM Cognos Financial Statement Reporting, IBM Cognos Disclosure Management;- Resolved complex issues such as automating generation of taxonomies and reports for the SEC and similar government agencies;- Routinely engaged stakeholders from IBM and Forbes 100 Companies earning trust and maintaining relationships;- Repeatedly achieved a perfect grade for overall customer satisfaction and… Show more - Provided product support for the following BA applications: Clarity Performance Management, IBM Cognos Financial Statement Reporting, IBM Cognos Disclosure Management;- Resolved complex issues such as automating generation of taxonomies and reports for the SEC and similar government agencies;- Routinely engaged stakeholders from IBM and Forbes 100 Companies earning trust and maintaining relationships;- Repeatedly achieved a perfect grade for overall customer satisfaction and support ticket quality for long periods of times (years), earning multiple "SWG Eminence And Excelence" and "BA CSS 100% Club" recognition awards;- As the first hire, self-trained, ultimately resulting in becoming a product champion for IBM Cognos Disclosure Management and IBM Cognos Financial Statement Reporting products since January 2014;- Drastically reduced the EMEA backlog of Clarity Performance Management support tickets from 500 to under 50 in 4 months;- Ideated and Led initiative to institute best practices in regional office and shared across EMEA, which led to a 20% reduction in backlog of support tickets pending over 30 days. Work led to EMEA region having the lowest number of pending support tickets of all regions globally;- Provided technical training to new hires and created training documentation to help scale hiring process and grow the business;- Led project to gather data from EMEA engineers and BA teams to create a new workflow for support, remove blockers and improve communication between support and development teams leading to improved ‘time-to-resolution’ for support tickets;- Served as key liaison between support teams globally and development teams in development of a new incident logging tool, participating in weekly meetings to provide input and direction on product roadmap; - Promoted from Level 1 Product Support Specialist to Level 3 Product Support Specialist and then to Technical Lead. Show less

Galati County, Romania

- Held a multi-role position dealing both with technical support and sales;- Resolved issues related to online streaming and hosting (SHOUTcast, Icecast, Windows Media Streaming, Flash Streaming, Teamspeak Servers, Dedicated Servers, Game Servers);- Developed procedures, best practices and templates for coworkers to facilitate better communication with customers.;- Developed soft skills training for engineers, leading to increased customer survey performance and customer… Show more - Held a multi-role position dealing both with technical support and sales;- Resolved issues related to online streaming and hosting (SHOUTcast, Icecast, Windows Media Streaming, Flash Streaming, Teamspeak Servers, Dedicated Servers, Game Servers);- Developed procedures, best practices and templates for coworkers to facilitate better communication with customers.;- Developed soft skills training for engineers, leading to increased customer survey performance and customer satisfaction;- Provided technical leadership by dealing with complex streaming and server setup issues experienced by customers and reducing downtime by automating account creation and server setup using tools such as PERL and SQL;- Mentored junior coworkers;- Promoted from Technical Support Specialist to Team Lead. Show less

Galati County, Romania

- Created website for company using Adobe Flash;- Trained detectives in using hi-tech equipment such as long range audio and video surveillance devices and GPS trackers, along with their respective computer software;- Served as translator and facilitated communication with foreign customers from EU countries.

Long Term Study Bachelor Degree, Computer Science

Long Term Study degree, equivalent with Master degree.

Bachelor'S Degree, Law

4 years degree. I have completed years 3 and 4 simultaneously.