Ovidiu Bucsa

Experience

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  Digi Romania

  Jan 2002 - Jan 2004

  Support Engineer

  - Meeting customer’s problems and needs - Recording and assigning customer events to the appropriate sub-department - Solving problems met by customers, over the telephone or oncustomer location - Consulting regarding network architecture, equipment selection,cross-platform collaboration, information security - Network architecture design and implementation skills - Multiple Operation Systems interaction solutions development - Teamwork and project-based interaction skills Afișează mai puține

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  Eurosoft Communication

  Sept 2002 - Dec 2004

  Network Administrator

  - Maintenance and troubleshooting for the computer network - Maintenance and troubleshooting for the POS machines andcommunication lines - Supplies the training for employees in using specific applications - Recommendation and purchase of specific equipment - Perform regular data backup and maintenance - Network architecture reconfiguration - Improvement of data replication structure and process - Creation and implementation of automated data backup solution overthe local area network Afișează mai puține

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  GFS Romania

  Jan 2004 - Jan 2006

  Network Administrator

  - Maintenance and troubleshooting for the computer network- Maintenance and troubleshooting for the POS machines andcommunication lines- Supplies training for employees in using specific applications- Recommendation and purchase of specific equipment- Perform regular data backup and maintenance- Network architecture reconfiguration- Improvement of data replication structure and process- Creation and implementation of automated data backup solution overthe local area network Afișează mai puține

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  GimRom Holding

  Dec 2006 - Mar 2008

  Network Administrator

  - Maintenance and troubleshooting for the computer network- Maintenance and troubleshooting for the POS machines and communication lines- Supplies training for employees in using specific applications- Recommendation and purchase of specific equipment- Perform regular data backup and maintenance- Network architecture reconfiguration- Improvement of data replication structure and process- Creation and implementation of automated data backup solution over the local area network Afișează mai puține

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  Comodo

  Mar 2008 - Mar 2013

  Technical Support Manager

  - Leads Comodo's customer support in Romania office - Manages staffing levels and support coverage. Refines support policies and procedures.- Experience with providing application support in a 24×7 environment interacting directly with customers- Expansion of helpdesk services from product support to SaaS operating mode- Provides high level support for both home users and enterprise environments- Involvement in recruiting trained support professionals- Responds to challenges of multi-cultural support teams, applying common standards to work procedures- Collaborates with developers, designers and analysts to ensure successful implementations of support solutions Afișează mai puține

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  SDL Language Weaver

  Sept 2013 - Nov 2013

  Customer Success Manager

  Establish support processes for services provided by SDL through the sites www.FreeTranslation.com and www.BeGlobal.com Assume ownership of customer communication for both individual users and enterprise environments Flow optimization for Human Translation services facing the users Technical support for BeGlobal translation API's Machine Translation Custom suport solution creation, integrated with BeGlobal API

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  SCC

  Dec 2014 - Nov 2020

  DCS Ops Team Leader

  Coordinating the out of hours activity for teams that include Service Desk, Major Incident Management, Infrastructure Support and Infrastructure Monitoring, ensuring the processes are ITIL compliant and incidents are resolved within SLA.Responsibilities: - ensure that each client's contractual specifications are followed in the incident progress- act as first escalation point- prepare activity reports for stakeholders- assess, based on all available information, the urgency and business impact of a ticket during the event coordination process and ensure SLAs are allocated effectively, as per contract.- evaluate team members' activity, provide feedback to the team for continual service improvement and organize periodical training sessions for information refresh and update- escalate all issues exceeding the team's expertise- act as a primary point of contact for both internal and external stakeholders- facilitate the communication between the team members and the company management.- dissipate knowledge to the direct reports - act as teams' liaison during the progress of time-sensitive incidents Afișează mai puține

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  E.ON

  Nov 2020 - now

  Senior Infrastructure Consultant

  Working in energy distribution network part of E.ON, I'm making sure we deliver best in class infrastructure services for the company, to make sure all the applications are running smoothly, in order to provide best user experience to all our users and customers.Maintaining relation with central and local IT service providers(more than 6)Coordinating projects related to IT infrastructure services with more than 500k budgetProviding IT infrastructure architecture for new applicationsProvide technical advisory in incident, change, problem ticketsTrack SLA's and KPI for local and global suppliersCreating requirements for new IT service providers in tender booksCreating IT policies, processes, documentation, knowledge articlesCreate and maintain budgets for IT related contracts(over 1mil euro)Asses and track quality of services, provided by external IT service providers Afișează mai puține