33 years
Male
Chișinău
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About me
With more than 6 years of experience in IT support and incident handling, I've built strong skills in solving technical issues and working in team-oriented environments. I have developed strong skills in troubleshooting, SQL querying, customer communication, and issue resolution across multiple IT environments, including POS support, network troubleshooting, and software testing. I stand out through my attention to detail, proactive approach to problem-solving, and ability to collaborate across teams.
In addition, I completed a Front-End Development course, gaining hands-on knowledge of HTML, CSS, JavaScript, and Git – which allows me to bridge the gap between technical support and software development. I am confident that my combined skills in support, testing, and coding enable me to bring value and flexibility to any IT team.
TOP Skills
Work experience
September 2023 - Present
1 year 10 months
Incident Analyst
Stefanini
Chișinău
- Provided technical assistance and support for point-of-sale (POS) applications used by major retailers across Europe.
- Performed application and database checks using MySQL to identify and resolve system incidents.
- Identified, documented, and prioritized incidents to ensure efficient resolution and minimize business impact.
- Ensured quality assurance through proactive monitoring and issue prevention.
- Escalated high-priority risks and unresolved issues to the team leader and incident manager.
- Contributed to the continuous improvement of the incident management process by identifying gaps and proposing enhancements.
June 2018 - August 2021
3 years 3 months
Client Service Analyst
Arobs Transilvania Software
Cluj Napoca
- Provided technical and functional support to customers using the TRACKGPS application.
- Investigated and diagnosed issues using SQL queries and escalated complex cases to relevant departments when necessary.
- Collaborated closely with development teams to analyze dysfunctions and propose improvements based on customer feedback.
- Logged all incidents and support interactions in the Request Tracker (RT) system, ensuring traceability and follow-up.
- Identified performance bottlenecks in application usage scenarios and documented them in JIRA for future development.
- Ensured all customer tickets were addressed within SLA timeframes and maintained a high level of customer satisfaction.
- Delivered training and guidance to end users on how to use software features effectively.
January 2017 - June 2018
1 year 6 months
Senior Technical Support Specialist
UPC
Cluj Napoca
- Managed and resolved escalated technical support tickets related to internet, telephony, TV, and networking issues.
- Configured and troubleshot various network equipment (switches, routers, media converters) using telnet, SSH, and HTTP sessions.
- Ensured timely resolution of support tickets within Service Level Agreements (SLA) and Estimated Time of Resolution (ETR).
- Provided remote technical support to customers, diagnosing and resolving complex issues remotely via remote desktop and network tools.
- Delivered exceptional customer service by maintaining clear communication, managing customer expectations, and resolving technical problems efficiently.
- Contributed to improving 1st Level Support operations by providing feedback on recurring issues and recommending process improvements.
- Collaborated with internal teams and network administrators to escalate and resolve complex network problems, ensuring quick resolution and minimal downtime.
August 2015 - January 2017
1 year 6 months
Technical Support
UPC
Cluj Napoca
- Managed customer support calls for a wide range of technical issues, including internet, telephony, TV, email, and applications.
- Troubleshot and resolved technical problems efficiently using specialized software and network equipment.
- Provided remote support to clients, ensuring timely and accurate solutions through remote desktop tools and other troubleshooting methods.
- Directed customer calls efficiently, ensuring a seamless support experience and prompt problem resolution.
Contributed to maintaining high customer satisfaction by delivering exceptional service and effectively managing multiple issues at once.
January 2014 - September 2014
9 months
QA Manual Tester
Tapptitude SRL
Cluj Napoca
Internship Experience
Performed detailed manual testing of software applications, with a focus on Apple devices. Identified and reported bugs, collaborating closely with development teams to ensure quality standards. Gained hands-on experience with console-specific issues and demonstrated strong problem-solving and communication skills. Contributed to real projects such as Zonga, TEDxCluj, and VIAS.
Acquired skills and competencies: manual testing, bug reporting, GUI testing
Skills
Languages
Romanian Native
Russian Medium
English Communication
Desired industry
Education: Higher
Graduated in: 2015
Universitatea Tehnica din Cluj Napoca
Faculty: Autovehicule Rutiere
Speciality: Mecanica
Graduated in: 2011
Liceul Teoretic Agrar
Courses, trainings
Graduated in: 2023
Front End Developer
Organizer: Beetroot Academy
Graduated in: 2019
Intro in IT
Organizer: Scoala informala de IT Cluj
Job preferences
Location
In-house
Hybrid
Remote
Working hours
Full-time
Driving licence
Category: B
With personal auto
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