Загруженный файл CV

Skills

• Technical Troubleshooting
• Customer Support
• Workflow Improvement
• Process Optimization
• Mentoring
• IT Support
• Troubleshooting and Problem Solving
• Customer Support and Communication Skills
• Technical Documentation and Reporting
• Software Installation and Configuration
• System Monitoring and Analysis
• Incident Management and Resolution
• Networking Fundamentals
• Operating Systems Knowledge (Windows, Linux, macOS)
• Hardware Diagnostics and Repair
• Remote Desktop Support
• Database Management Basics
• Ticketing Systems Proficiency (e.g., Jira, Zendesk)
• Service Level Agreement (SLA) Management

Work Experience

Technical Support Specialist
Stefanini
May, 2022 - January, 2024

• Supported customers by troubleshooting and resolving issues related to Mem systems.
• Collaborated with cross-departmental teams to enhance product quality and improve user experience.
• Provided technical support for hardware and software issues, resolving over 80% of tickets on first contact.
• Assisted in the installation, configuration, and maintenance of various operating systems and applications.
• Collaborated with cross-functional teams to troubleshoot and resolve complex system issues, improving incident resolution time by 25%.
• Conducted routine system performance monitoring and made recommendations for improvements to enhance efficiency and reliability.
• Documented support processes and created knowledge base articles to facilitate efficient problem resolution for team members.
• Participated in training sessions for end-users, enhancing their understanding of software tools and reducing support requests by 15%.
• Engaged in continuous learning to stay updated with the latest technologies and industry trends, applying new knowledge to improve support services.
• Assisted in equipment upgrades and migrations, ensuring minimal downtime and disruption to business operations.
• Implemented effective communication strategies to keep stakeholders informed during critical support incidents and system outages.
• Developed and maintained inventory of hardware and software assets, ensuring compliance with company policies and licensing agreements.

Mem L2 Support Engineer
Stefanini
January, 2024 - present

• Provided advanced technical support for Mem L2 systems, diagnosing and resolving escalated issues while maintaining high levels of customer satisfaction.
• Developed and implemented workflow improvements that increased efficiency.
• Assisted in troubleshooting and resolving technical issues related to software and hardware for end-users, improving response times by 20%.
• Provided support through various channels including email, phone, and chat, ensuring effective communication and customer satisfaction.
• Collaborated with senior engineers to diagnose and resolve complex technical problems and escalate issues as needed.
• Maintained documentation for support processes and user guides, contributing to a knowledge base that enhanced team efficiency and user self-service.
• Monitored system performance and identified potential issues proactively, resulting in a 15% reduction in service interruptions.
• Participated in training sessions for new team members, sharing best practices and enhancing team onboarding processes.
• Assisted in software installations, configurations, and upgrades, ensuring adherence to company protocols and minimizing downtime.
• Utilized ticketing systems to track and manage support requests, ensuring timely follow-up and resolution of customer issues.
• Engaged in regular feedback sessions with users to gather input on system performance and identify areas for improvement.
• Conducted root cause analysis for recurring technical issues and collaborated with the development team to implement lasting solutions.

Languages

• English - Fluent
• Romanian - Fluent

Education

Bachelor's Degree in Business and Administration
Universitatea Liberă a Moldovei
September, 2020 - June, 2023

Personal Information

• Birthday: 07/28/2001
• Nationality: Moldovean
• Gender: Male.