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SUMMARY

Technical Support Engineer skilled in endpoint management (Intune, Azure AD) and high-volume user support. Expert in Active Directory, ServiceNow, and cross-platform diagnostics (Windows, macOS, Android). Proven ability to troubleshoot complex issues, optimize processes, and deliver exceptional support. Strong collaborator focused on system reliability and user satisfaction.

EXPERIENCE

L2 Support Engineer Stefanini January 2024 - Present

• Streamlined incident escalation workflows in ServiceNow, reducing average ticket resolution time by 35% over a 12-month period and ensuring compliance with strict SLA targets for MEM systems.
• Provided escalated technical support for MEM systems, resolving 95% of complex hardware/software issues within SLA.
• Improved response times by 30% by implementing follow-up procedures and streamlined ticket management in ServiceNow.
• Reduced service interruptions by 25%, ensuring 99.9% uptime for critical customer systems.
• Collaborated with engineering teams to diagnose issues and implement permanent fixes, reducing repeat incidents by 40%.
• Maintained knowledge base documentation, cutting average resolution time by 20% through improved self-service resources.

Technical Support Specialist Stefanini May 2022 - January 2024

• Provided frontline support for 500+ users across Windows, macOS, and Android, resolving 90% of tickets (password resets, account unlocks, device enrollment) via Active Directory and Azure AD within SLA.
• Reduced repeat support requests by 35% by creating user training guides and improving documentation for common issues.
• Managed 200+ Intune-enrolled devices, ensuring 95% compliance with security policies and troubleshooting enrollment/performance issues.
• Cut average ticket resolution time by 25% through efficient ServiceNow workflows and proactive follow-ups.
• Collaborated with engineering teams to escalate and resolve 15+ recurring system issues, eliminating 80% of root causes.

EDUCATION

Bachelor's Degree in Business and Administration Universitatea Liberă a Moldovei • Chisinau • 2023

SKILLS

• Technical Troubleshooting
• Technical Documentation and Reporting
• Customer Support and Communication Skills
• Remote Desktop Support
• Customer Support Workflow Improvement
• Mentoring
• Service Level Agreement (SLA) Management
• Troubleshooting and Problem Solving
• IT Support
• Software Installation and Configuration
• Ticketing Systems Proficiency (Service Now)
• Incident Management and Resolution
• Networking Fundamentals
• Operating Systems Knowledge (Windows, Linux, macOS)
• Hardware Diagnostics and Repair
• Windows, macOS, Android
• English Fluent, Romanian Fluent.