Emil Iovanovici

Experience

• 

  ProMarketing, Inc.

  Jan 2002 - Jan 2005

  Graphic Designer
• 

  UNITECH COMPUTERS

  Jan 2005 - Jan 2007

  Shop Assistant
• 

  Microsoft

  Sept 2007 - Mar 2009

  Customer Support Administrator

  • Providing technical support L1 • Ensuring internal knowledge transfer among resolver groups• Developing & improving processes in cooperation with management

• 

  HP

  Mar 2009 - Sept 2012

  Partner Sales Manager

  • Primary point of contact, providing customer support• Ensuring timely and successful delivery of solutions according to the customer needs• Creating forecast and tracking key account metrics• Working with sales team on onboarding and integrating new clients• Building and developing long – term relationships with the clients• Ensuring clear communication of the progress of monthly/quarterly initiatives to internal & external stakeholders

• 

  DXC Technology

  Dec 2012 - Jun 2021

  Senior Information Technology Support

  • Providing technical support L1 and L2• Providing training for L1 agents to increase FCR rate• Ensuring internal knowledge transfer among resolver groups• Developing & improving processes in cooperation with management• Providing account administration for Citrix XenDesktop / XenApp 6.5

• 

  Devoteam

  Jun 2021 - Sept 2023

  Managing team of consultants, ensuring knlowledge transfer developing and reaching the KPI, Monitoring more than 400 apps with variaty of monitoring tools,offering full support within a 24-7 enviroment Monitoring more than 500 apps with a variaty of specific monitoring tools.Mantaining a strict KPI for response time and updating the knowledge base for the project

  • Event Analyst- Team Coordinator

    Jan 2023 - Sept 2023

  • ServiceNow Consultant

    Jun 2021 - Dec 2022
• 

  AVASO Technology Solutions

  Mar 2024 - now

  Regional Field Support Engineer

  Responsibilities Provide technical support as point of contact for IT for the site. End-user desktop, laptops, office IT with smart hand support for network and servers.Installation support for various software on end user systems and servers when required. New users onboarding preparing IT assets and tools. Offboarding support, collecting IT assets and sanitizing IT assets and keep in stock. Executive / VIP support. Executes service delivery (e.g., IMAC, break fix, desk side support) Coordinates with Client end user on expectations and availability to conduct managed ClientServices. Performs trouble shooting, parts replacement, system upgrades, and basic deployments andrepair on Client as-sets in campus/remote locations. Identifies potential issues that could adversely impact end user experience and follows throughon action steps. IP phone, Video conference support, Level 1 Multifunction Printers support. Serves as an entry point to develop both technical and Client skills to grow into broader andmore challenging field services roles. Basic installation and maintenance of technical products Handing tickets on ServiceNow or similar ticketing system. Work is regularly reviewed by a more senior level technical specialist. Reviews, troubleshoots, and approves operational quality desktops, notebooks, printers, andassociated peripherals. Installs, maintains, and optimizes desk-top /notebook configurations. Application-support with Microsoft Office (Outlook, Word, Excel, and PowerPoint) andSharePoint. Troubleshooting MS Windows 10. Troubleshooting MS Office 365 issues for end-users. Performs maintenance and repair services. Advises Client on preventive maintenance and configurations which may impact productperformance & Instructs Clients in the operation and maintenance of the system. Show less