Vlad Cristea

Experience

• 

  Y4Y

  Mar 2004 - Apr 2006

  Volunteer Trainer
• 

  SC Ryoku SRL

  Jan 2008 - Oct 2014

  • Manager

    May 2013 - Oct 2014

  • Junior Accountant

    Mar 2012 - Oct 2014

  • Marketing and Sales Assistant

    Jan 2008 - Mar 2012
• 

  Armand Computer Service SRL

  Aug 2011 - Oct 2015

  IT Technician
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  BRITISH TELECOMMUNICATIONS PUBLIC LIMITED COMPANY

  Feb 2016 - Sept 2016

  Customer Service Advisor
• 

  Netcom Training

  Aug 2016 - Jan 2017

  IT Support Technician
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  Advanced

  Feb 2017 - Aug 2018

  - Service Desk -> Supporting an Advanced Business Cloud MIS- Dealing with incidents, service requests & change requests in SalesForce to ensure SLA's are met- Escalating relevant issues to Tier 3 or to Development.- Supporting a user-based MIS which uses a SQL database and also supporting the website for it (Apache Tomcat based)- Working with SSMS (SQL Server Management Studio) - Editing/Creating reports using SSRS (SQL Server Reporting Services)- Creation and upkeep of application and technical documents on the Support Portal.- Co-supporting the UK's biggest Academy Trusts (Education)- NPS Champion (Net Promoter Score – actively engaging and supporting the team to promote NPS to customers). Show less

  • Application Support Consultant (2nd Line)

    Aug 2017 - Aug 2018

  • Application Associate Support Consultant (1st Line)

    Feb 2017 - Aug 2017
• 

  IBM

  Oct 2018 - Apr 2020

  Technical Support Analyst

  - Providing Technical Support for a Sales Performance Management (SPM) application in IBM Cloud- Ensuring SLA's are met in SalesForce for incidents and escalated incidents raised by blue-chip companies from around the world.- Analyzing SQL Server query plans and providing solutions to improve query run time.- Working with the application's integrated REST API.- Troubleshooting client's Javascript and Python scripts- Performing various cloud-specific tasks for clients (backup/restore, terminating queries, sFTP queries, add/remove users etc)- Escalating relevant issues to Development and Cloud through JIRATechnologies: IBM Cloud, SQL Server, Windows Server, Postman (REST API), sFTP, Python, Javascript, PGP encryption, Apache Tomcat, Apache Web Server, PostgreSQL, Redis Server, Node.js, SalesForce, Cisco Webex Show less

• 

  Varicent

  Apr 2020 - now

  As a Lead Resolution Manager for a market leading multi-cloud, multi-product SaaS company, I oversee a strategic team dedicated to addressing technical challenges presented by high-profile clients across various industries, including finance, pharmaceuticals, insurance, telecommunications, IT etc. Technologies: AWS, IBM Cloud, Azure Fundamentals, SQL Server, PostgreSQL, Windows Server 2019, Rest API, sFTP, Python, Javascript, PGP, Apache Tomcat, Apache Web Server, Redis Server, Node.js, SFDC, Integration with Apache SparkThis role includes all of the responsibilities of the Resolution Manager role, as well as the following key responsibilities:- Team and Client Support: Lead and provide direction to the Resolution Manager team and Technical Support team on assigned clients - Projects: Spearheading project design and management to ensure successful completion, collaborating with partinent internal teams while maintaining a focus on effective client-facing communication- Operations: Part of the Technical Support Operations team, alongisde the other global managers to discuss team challenges and help develop or improve new strategies to increase team efficiency.- NPS: Evaluate NPS metrics and help create and implement improvement strategy- Career growth: Provide regular feedback to team members to foster continuous improvement and professional development- Process Improvement: Develop and refine internal processes to enhance resolution efficiency.- Hiring: Participating in hiring interviews and contributing to selecting the best candidates.- Training and Documentation: Create training strategy, materials and documentation to facilitate onboarding for new hires.- Culture: Improve belonging score for global team. Show less - Cross-functional Liaison: Coordinate with internal teams (Cloud/Infrastructure, Development, Quality Assurance, Project Management, Account Management, Service Delivery) to guarantee timely updates and resolutions for escalated issues, thereby minimizing project delays and reducing time to resolution.- Escalation Management: Respond to escalation requests within 30 minutes, prioritize with internal teams, and provide clients with timely updates on ongoing escalations. Resolving complex technical problems in all areas of assigned products.- Project Collaboration: Work with internal and external clients to ensure the successful implementation of projects.- Team Mentoring: Mentor, coach, and enable team members to achieve their full potential.- Account Management: Oversee assigned accounts and establish regular cadence calls to discuss the impact and priority of outstanding items.- Incident Reporting: Generate Incident Analysis Reports and distribute them to the team and clients within five business days of incident resolution. Approving root cause analysis verbiage Show less - Role consists of a mix focused on application technical support and also cloud tasks- Working with major global clients from various industries (banking, pharma, finance, insurance, media, automotive etc)- Single Sign On (SSO) integration with other client applications.- Working with SQL Server query plans and providing solutions to improve execution performance.- Working with REST API.- Troubleshooting Python and Javascript scripts- Escalating relevant issues to Development through JIRATechnologies: IBM Cloud, AWS Cloud (AWS CCP), Azure Fundamentals, SQL Server, PostgreSQL, Windows Server 2012+, Postman (REST API), sFTP, Python, Javascript, PGP, Apache Tomcat, Apache Web Server, Redis Server, Node.js, SFDC, Integration with Apache Spark Show less

  • Manager EMEA & APAC

    Sept 2025 - now

  • Lead Resolution Manager

    Sept 2023 - Sept 2025

  • Resolution Manager

    Jul 2021 - Aug 2023

  • Technical Support Engineer

    Apr 2020 - Jul 2021