Dragos Aldesiu

Experience

• 

  Media Net SRL

  Oct 2005 - Dec 2007

  Information Technology Support Specialist

  • Providing assistance and support to end-users for clients using the specific software.• Installing and troubleshooting specialized software and databases in Access and MySQL• Diagnosing and resolving technical problems, ensuring seamless operation of computer systems• Creating and updating documentation for procedures and troubleshooting guides• Assisting with the planning and implementation of system upgrades• Implementing and managing data backup procedures to prevent data loss and facilitating data recovery when necessary Show less

• 

  OMV Petrom

  Dec 2007 - Dec 2022

  • Supported and maintained the operation of the server infrastructure according to ITIL procedure• Managed and resolved alerts and incidents in order to assure continued and uninterrupted server operation and business processes • Configuring and maintaining the IT service processes using various tools like Service Now, Active Directory, vSphere, SCOM, NAGIOS, Network Node Manager, Windows Orchestrator • Installing and configuring Windows Server OS• DNS (domain name system) management • Providing support, managing, tracking and solving requests and incidents from service managers• Proposing relevant solution and ensuring contact with hardware providers for troubleshooting equipment • Maintaining the correct description and its relation with the designated service for virtual servers in CMDB (Configuration management database)• Maintaining the operational calendar and overseeing tasks such as firmware upgrades and system decommissioning for all systems and processes.• Facilitating communication across teams to address issues, implement resolutions, and subsequently initiate a post-incident report Show less • User Support: Addressing and resolving user issues and inquiries through various channels, such as phone, email, or chat.• Troubleshooting: Diagnosing and resolving hardware, software, and network issues for end-users.• Ticket Management: Logging and tracking incidents and service requests using ticketing systems to ensure timely resolution and documentation.• Remote Assistance: Providing remote desktop support to users by connecting to their systems to troubleshoot and resolve issues.• Escalation: Escalating complex issues to higher-level support teams, such as 2nd or 3rd level support groups (e.g., Network, Server, or Field Support teams).• Software Support: Assisting users with software-related problems, including installations, configurations, and usage guidance.• Hardware Support: Handling hardware-related issues, such as computer malfunctions, printer problems, and peripheral device troubleshooting.• Training: Offering guidance and training to users on IT tools, applications, and best practices to enhance overall user proficiency.• Documentation: Maintaining detailed records of incidents, resolutions, and user interactions to contribute to knowledge management.• Communication: Providing clear and effective communication with end-users and collaborating with other IT teams to ensure seamless problem resolution. Show less

  • Information Technology Operations Engineer

    Jan 2019 - Dec 2022

  • Service Desk Analyst

    Dec 2007 - Dec 2018
• 

  Wipro

  Dec 2022 - Dec 2023

  Information Technology Operations Engineer

  • Maintaining the operation of the server infrastructure• Installing and configuring Windows Server OS• DNS (domain name system) management• Offering assistance, overseeing, monitoring, and resolving requests and incidents from service managers• Managing and addressing alerts and incidents to sustain seamless and uninterrupted server operation along with business processes • Set up and supervision of IT services with tools like Service Now, Active Directory, vSphere, SCOM, NAGIOS, Network Node Manager, and Windows Orchestrator• Ensuring accurate descriptions and their alignment with designated services for virtual servers in the CMDB (Configuration Management Database)• Supervising the operational calendar for firmware upgrades and system decommissioning for systems and processes• Streamlining communication across teams to tackle issues, execute resolutions, and subsequently initiate post-incident reports• Maintaining contact with hardware providers and suggesting appropriate solutions for troubleshooting equipment Show less