Tudor Lupea

Experience

• 

  CGS

  Jan 2012 - Feb 2015

  ▪ Offering phone support for UK customers in regards to technical issues and email issues▪ Administrative rapports within the department, such as Monthly, Weekly and Daily Rapports, Schedule and others▪ Supervisor activities▪ Handling escalated e-mails that required personalized responses, getting in touch with the customer by phone and solving complicated issues ▪ Offering phone support for UK customers in regards to technical issues and email issues▪ Handling escalated e-mails that required personalized responses, getting in touch with the customer by phone and solving complicated issues

  • Backup Supervisor

    Aug 2013 - Feb 2015

  • Customer Care Consultant

    Jan 2012 - Jul 2013
• 

  IBM

  Mar 2015 - now

  - manage a team of 8 members and ensure high service delivery and execution - perform Operations Manager duties: be accountable for Production releases, approve all Production changes, participate in third party provider review meetings, manage resource availability - part of a DevOps team - deliver using an Agile model - work with stakeholders to transition processes and run it on an ongoing basis - own and drive operational and business goals/metrics for the team owned - own service delivery and planning, including infrastructure, resource hiring and optimising utilisation - establish measurement, reporting and delivery management processes for effective accomplishment of goals - establish & drive business communication and reviews with senior stakeholders - set a high quality bar and continuously reinforce a culture of quality and innovation - drive continuous focus on process excellence and automation. Provide inputs for technology roadmap for tool-development projects to improve process efficiency, quality and end-customer impact - involved in the technical parts: application management, deployments - technologies and tools: Jira, Confluence, Bitbucket, Sharepoint, Jenkins, Openshift, Docker, Unix, Oracle Weblogic Server, Oracle Database Show less

  • Market Lead and Operations Manager

    Mar 2019 - now

  • Functional Lead

    Jan 2018 - Mar 2019

  • Infrastructure Specialist

    Mar 2015 - Jan 2018