Flory Neagu

Experience

• 

  Clarity Systems

  May 2010 - Apr 2011

  Junior Product Support Specialist

  Worked as the initial support level responsible for basic customer issues. Gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. Sort through the possible solutions available. Troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.Handled 70%-80% of the user problems while the rest were escalated to a higher level. Show less

• 

  IBM

  May 2011 - Jun 2015

  Performed the following tasks:- Lead a team of Product Support specialists.- Review, evaluate and improve team performance- Report results to upper management- Investigate, isolate and resolve escalated issues from around the world.- Stay current on the latest technologies, tools, and support best practices.- Author technical material for internal and external publication,- Provide the product support perspective to guide future product investment- Work closely with management in the Product Development, Product Management, and Professional Services departments. Show less

  • Team Lead

    Jul 2013 - Jun 2015

  • Senior Product Support Specialist

    May 2011 - Jun 2013
• 

  Oracle

  Jul 2015 - now

  * Provide remote technical support for Primavera Unifier, Primavera Analytics, Primavera Risk Analysis, CIC Analytics products for live production instances, and new installations on technologies such as Weblogic, Oracle Databases and OCI, for on premise and Cloud customers* Mentoring new Hires* Back-up Escalation Manager, * Interactive/Automated Troubleshooting Flow Lead - responsible for testing and developing automation flows * Knowledge base lead - responsible for creating, reviewing and publishing internal and public Knowledge content* Technologies and Tools used: Windows, Linux, SQL DB, Oracle DB, Weblogic, SQL Developer, SQL Management Studio, APEX, BI Publisher, Gateway, JIRA, Zoom, Slack, Show less Support Primavera P6 Professional and Enterprise suite productsSupport integration of Primavera P6 with related technologies like Weblogic, BI Publisher, Oracle and Microsoft SQL Server database platformsAnalyze complex situations, troubleshoot problems, identify causes and provide solution for production and fast-pacing environments Take part in testing activities, replicate complex issuesCreate documentation for new issues and review existing oneInvestigate, isolate and resolve issues from around the world.Stay current on the latest technologies, tools, and support best practices.Author technical material for internal and external publication, Show less

  • Software Developer

    Oct 2023 - now

  • Principal Technical Support Specialist

    Oct 2018 - Oct 2023

  • Senior Technical Support Engineer

    Jul 2015 - Oct 2018