Objective
To provide service as a Customer Specialist and build a career with a rewarding, supportive team.
Work Experience
Sales Agent, SC Wood Gogos SRL, Bucharest, Romania,
4/15 – present
• Field agent selling doors and windows on construction sites
NOC Operator, AT&T, Brno-City, Czech Republic,
9/14 – 3/15
• Managed network incidents, site updates, installations and hardware replacement
• Restored the failing network systems during incident production in contractual SLAs
• Being customer’s single point of contact over all incident purposes
• Led cross-discipline teams of IT in complex diagnostics of root cause
• Assured soft skills practice, customer management and best behavioral polices
• Assisted in the development of strategic plans for operational activity
IT Support Specialist, PIXMANIA, Brno-City, Czech Republic,
8/12 – 8/14
• Agile methodology based – Support the customer’s eCommerce platform
• Managed incident SLA’s and schedules for improvements
• Held weekly meetings to get approval for bug fixes, new initiatives and customer projects
• Fixed issues on Front Office Applications, Web Services and Back Office Order Management
Incident Coordinator, IBM, Brno-City, Czech Republic,
1/10 – 8/12
• Real time and continuous follow-up with global support teams for critical incident resolution
• Managed activities during overall ticket life cycle
• Ensured that the incident record is fully updated prior to problem management handover
• Responsible for sending all incident notifications as per agreed process
1st level Customer Service Representative, IBM, Brno-City, Czech Republic,
2/09 – 1/10
• Coordinated management, communication, escalation, investigation and resolution of incidents
Internship | Business Administration, Tractebel Engineering, Bucharest, Romania,
9/07 – 10/08
• Reconfigured operating system workstations and replaced the networks infrastructure
• Implemented ticketing solution and solved incidents
Financial Advisor, ING, Bucharest, Romania,
3/04 – 1/09
• Life insurance, financial planning, retirement scheme, investment and insurance sales
Education & Qualifications
Polytechnic University Bucharest, Engineering, Engineer Diploma, 2003 – 2008
Francophone filial, Electrical Engineering and Computer Science Specialization Tudor Vianu National College of Computer Science, Bucharest, 1999 – 2003
Skills
Technical abilities and competences: Networking, web site management, data base query execution, user administration, eCommerce platform administration, IBM framework tools.
Sales skills: Direct customer contact, cold contact, contract negotiation for individual and business, contract administration and service over time, planning techniques.
Social skills and personal description: I always involve people to complete tasks, I believe in my structure of principles, I am a good listener and I am a man of God.
Organizational abilities and professionalism: I like to coordinate activities, I make professional presentations to ease my job, I know the training process, I take ownership of the customer communication and my life always follows a schedule.
Certifications & Courses
1 CCNA – revision AT&T 2014
2 Oracle SQL Developer Independent Coursework 2013
3 SQL Basic training Independent Coursework 2013
4 Excel certification Pixmania 2013
5 Negotiation course Pixmania 2013
6 Professional Business Presentations course Pixmania 2012
7 Communication and direct customer contact ING 2004 – 2008
8 IT Awareness course IBM 2011
9 Project Management Orientation(PMO) IBM 2011
10 Conflict management and problem solving IBM 2010 – 2012
11 Soft Skills IBM 2010 – 2012
12 Network administration Tractebel Engineering 2007 – 2008
13 Contract management ING 2004 – 2008
14 Time management ING 2004 – 2008
15 CISCO CCNA Polytechnic University 2007
16 Odds and Probabilities in Poker Independent Coursework 2009 – 2013
17 Meditation and Yoga Independent Coursework 2015
18 Router configuration AT&T 2014 – 2015
19 Business administration SC Wood Gogos SRL 2015
Languages
English (C2, C2, C2), French (B2, B2, C1)
