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Profile

Experienced technical support engineer with expertise in endpoint management (Intune, Azure AD) and high-volume user support. Proficient in Active Directory, ServiceNow ticket management, documentation, process optimization, and cross-platform diagnostics (Windows, macOS, Android). Proven track record in troubleshooting and resolving complex technical issues, ensuring system reliability, and delivering exceptional customer support. Adept at collaborating with cross-functional teams to enhance processes and improve user satisfaction. Committed to continuous learning and applying industry best practices to elevate operational efficiency.

Work Experience

• Mem L2 Support Engineer

  • Provide escalated technical support for MEM systems, resolving complex hardware/software issues.
  • Solved advanced driver issues.
  • Improved response times through implementing follow-up procedures and ticket management in ServiceNow.
  • Reduced service interruptions.
  • Collaborate with engineering teams to diagnose issues and implement permanent fixes.
  • Maintain knowledge base documentation to enable faster problem resolution.
  • Technologies: MEM systems, ServiceNow, Windows/macOS support.

• Technical Support Specialist

  • Provided frontline technical support for 500+ users across Windows, macOS, and Android environments.
  • Performed hundreds of password resets and account unlocks via Active Directory and Azure AD.
  • Managed device enrollment, policy enforcement, and troubleshooting in Intune.
  • Resolved tickets through efficient troubleshooting.
  • Reduced repeat support requests by improving user training and documentation.
  • Technologies: ServiceNow, Azure AD, Intune, Active Directory, Windows/macOS/Android.

Education

• Bachelor's Degree in Business and Administration

Skills

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

Personal Information

• Birthday: 07/28/2001
• Nationality: Moldovan
• Gender: Male

Languages

• English: Fluent
• Romanian: Fluent.