Vasile Burtea

Experience

• 

  Masstech Innovations

  Jan 2007 - May 2021

  - Provided regular business metrics, including team utilization, SLA reporting, to facilitate incremental improvement and drive informed decision-making.- Implemented remote performance and availability monitoring systems to proactively identify and address potential issues, ensuring optimal service delivery to customers.- Developed and implemented preventative maintenance strategies across customer accounts, minimizing downtime and enhancing overall system reliability.- Offered regular constructive feedback to the Product and Engineering teams, providing insights based on customer interactions to drive continuous product improvement and innovation.- Led proactive assistance communication initiatives with customers by leveraging analytics information, delivering timely and relevant updates to address potential concerns and enhance customer satisfaction. Show less Key responsibilities:- Provided exceptional service to end-user customers, serving as the primary point of contact for escalated issues and ensuring prompt and effective resolutions by the support team.- Contributed valuable insights and ideas during strategic planning discussions, focusing on process improvements and enhancing customer service delivery.- Conducted regular team meetings and performance discussions with support engineers to foster collaboration, provide guidance, and address any challenges or concerns.- Collaborated with cross-functional departments to align on functional areas, customer needs, and overall company objectives.- Tracked, monitored, and reported on team operations, diligently managing critical customer accounts to proactively identify and resolve issues.- Monitored team performance and availability, documenting issues and ensuring efficient and effective resolution of cases.- Assigned and managed projects related to customer support, based on factors such as new product releases, call-related issues, and internal training needs. Tracked project progress and initiated comprehensive documentation upon project completion.- Worked closely with third-party partners, providing guidance and support to ensure seamless integration of our products with their systems. Show less

  • Director Service Delivery

    Oct 2020 - May 2021

  • Director Of Global Support

    Jul 2018 - Oct 2020

  • Director of Customer Support

    May 2015 - Jul 2018

  • Manager - European Technical Support Center

    Jun 2012 - May 2015

  • Tech Support

    Jan 2007 - Jun 2012
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  Telestream

  Mar 2021 - Jul 2023

  Director Service Delivery

  In my current role, I oversee and manage a dynamic team in a 24/7 support department. Some key aspects of my responsibilities include:- Leading new installations and managing project implementations, collaborating closely with customers to understand their unique needs and implementing customized workflows to optimize their experience.- Conducting regular analysis of support cases to identify areas for improvement, implementing strategies to enhance team performance and continuously improve customer satisfaction.- Providing comprehensive training and development opportunities to the support team, ensuring their skills align with the evolving needs of our customers and the industry.- Delivering tailored training sessions to customers upon request, empowering them to make the most of our product and maximize its value.- Proactively opening and managing bug reports, actively participating in weekly meetings with the development team to prioritize and resolve issues promptly.- Actively participating in sprint reviews, providing valuable feedback to drive iterative product improvement and enhance user experience.- Offering regular business metrics, including team utilization, SLA reporting, to facilitate continuous improvement and strategic decision-making.- Implementing remote performance and availability monitoring systems to proactively address potential issues, ensuring uninterrupted service delivery.- Developing and implementing preventative maintenance strategies across customer accounts to minimize downtime and enhance overall system reliability.- Providing constructive feedback to the Product and Engineering teams based on valuable customer interactions, contributing to the enhancement of our products and services.- Driving proactive communication with customers through analytics information, offering timely and relevant updates to address concerns and further improve customer satisfaction. Show less

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  CloudAscent.io

  Aug 2023 - now

  Director of Customer Success