Andreea Ion

Experience

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  Bet Cafe Arena

  Jan 2012 - Sept 2019

  Sef unitate elementara de lucru

  Coordonarea activitatii in agentie;Supravegherea si supervizarea operatiunile efectuate de Casieri;Monitorizarea si completarea corecta a actelor contabile zilnice;Promovarea produselor firmei;Evaluarea personalului unitatii;Asigurarea formarii profesionale a personalului aflat in subordine;Gestionarea relatiei cu clientii de asa maniera incat a evita aparitia situatiilor conflictuale, etc ;

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  Ericsson

  Oct 2018 - Jul 2023

  Being responsible for the complete Problem Management process alignment and handling of problems according to SLAs;Involving and leading the support teams for Root Cause Analysis and problem resolution;Validating whether the corrective actions implemented are meeting the requirements;Identifying, prescribe and implement pro-active prevention methods in problem handling;Participating in internal technical discussions in view to improve the overall network performance and make recommendations wherever possible from the problem management perspective;Ensuring accurate working methodology governed by the work instruction outlined for problem management;Initiating, supporting, encouraging and improving the program in the operation activities based on current problem handling experience;Ensuring that necessary reports (e.g. RCA, reviewed Major Incident, etc.) are delivered towards the customer within an agreed deadline;Ensuring quality of Known Error record and the Knowledge Database;Driving and facilitating the identification of permanent solutions, to eliminate the causes, or problem workarounds, to minimize the impact of incidents that cannot be prevented;Supervising the progress on the resolution of Known Errors and follow-up on the corrective action's implementation;Ensuring all Problem Management activities are documented;Proactive in identification of possible problems before incidents occur. In order to achieve this, alarms, tickets, incidents trend analysis are performed;Working closely and supporting the Incident Management and Change Management processes. Show less As a 1st level Broadcast Operations engineer we offer 1st level support for OTT and DTV services in multiple countries using specific tools (ticketing and infrastructure monitoring) and processes (incident management, problem management and event management).Monitoring of the IT Infrastructure and Video Services;Follow internal incident, change and release management processes in USMS;Monitor USMS queues. Attempt first fix and ad-hoc workaround incident resolution activities, including but not limited to Stop/Start applications on alert;Creation of incidents on alert, and logging of incidents. Build and distribute tasks to relevant support entities (USMS);Crafting Problem tickets based on recurring incidents and add information as required, ensuring relevant associations between Problem and Issue are logged;Ownership of incidents until fix, with follow-up duties, and taking ownership for e2e resolution of incidents, coordinating the fix with 2nd and 3rd line teams;Guide in analysis of major incident root cause and follow up with other Corporate teams as needed;Enforce to Service and Operational Level Agreements. Working towards targets set by Performance Management and Liberty Global critical metrics relevant to Service Assurance, Support and AvailabilityApproval, monitoring and validations of Change Implementation.Participation to MIR meeting to discover the RCA of a high impact incident and find a way to avoid it in the future. Show less • Serve as single point of contact for Customers for raising IT service incidents or requests via email or any other agreed channel and provide resolution or dispatch accordingly where applicable (incidents, change request, work orders);• Log and classify each incident or request using Service Management tools;• Ensure fulfillment of the agreed Service Level Agreements/Key Performance Indicators;• Perform ticket follow-up according to the internal procedure;• Provide the customer with regular feedback on trouble ticket status;• Extracting tool reports (pending incidents and work orders) relevant for chase activity;• Escalate incidents or requests to appropriate support teams in case resolution is not possible at SD level;• Internally communicating with other departments, second line support teams, change management department, and access approval product team;• Perform Change Management tasks relevant to Service Desk like raising CRs, notify the customer about a planned change in IoTA portal. The activity includes information as: (CR Reference, Affected Service, Change reason, Change Type, Expected impact, Start/End time of maintenance).• Tools used: IoT Smart IT, ITop, BMC Remedy. Show less

  • Problem Manager

    May 2022 - Jul 2023

  • 1st Level Broadcast Engineer

    Jun 2020 - Apr 2022

  • Service Support Specialist

    Oct 2018 - May 2020
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  Stefanini EMEA

  Jul 2023 - now

  Problem Management Specialist