Iustin Constantin Margineanu

Experience

• 

  Seminarul Teologic Liceal "Sf. Vasile cel Mare" Iasi

  Sept 2013 - Jun 2014

  Student council president
• 

  PROFIHOSTING ROMANIA

  Feb 2014 - May 2018

  Customer Service Representative

  Key Responsibilities & Achievements:• Provided technical and customer support via phone, chat, and email for global clients, ensuring timely resolution of hosting and gaming-related issues.• Delivered high-quality service aligned with SLAs, maintaining customer satisfaction and operational continuity.• Documented incidents accurately in ticketing systems, enabling efficient escalation and resolution processes.• Collaborated with technical teams to troubleshoot complex issues, demonstrating strong coordination and problem-solving skills.• Adapted to diverse customer needs and environments, ensuring clear communication and effective service delivery.Key Contributions:• Consistently met service quality targets through proactive issue resolution and effective communication.• Supported global operations by managing multilingual and cross-cultural interactionsSkills Demonstrated:• Customer-Centric Service Delivery• Incident Handling & Documentation• Stakeholder Communication & Escalation Management• Technical Troubleshooting & Remote Support• Process Compliance & Quality Assurance Show less

• 

  Universitatea „Alexandru Ioan Cuza” din Iași

  Oct 2014 - Oct 2019

  Head of the Year

  Key Responsibilities & Achievements:• Represented and coordinated a cohort of students, acting as the primary liaison between faculty and peers to ensure effective communication and resolution of academic or organizational issues.• Organized meetings, managed schedules, and facilitated information flow to maintain transparency and alignment across stakeholders.• Supported conflict resolution and problem-solving within the student body, demonstrating diplomacy and stakeholder management skills.• Led initiatives to improve student engagement and academic performance, fostering a collaborative and productive environment.• Delivered feedback and reports to university leadership, contributing to continuous improvement in academic processes and student experience.Skills Demonstrated:• Leadership & Team Coordination• Stakeholder Communication & Relationship Management• Conflict Resolution & Problem-Solving• Reporting & Process Improvement• Organizational and Planning Skills Show less

• 

  SC PIM SRL

  Sept 2015 - Mar 2019

  Computer operator and Graphic Designer
• 

  STB Coding

  Oct 2017 - Feb 2018

  Web Developer (Front End)

  Website development with WordPress kernel (installation, configuration, modification of settings/structure of modules, modification of design, adaptation of theme and website structure)Working with American clients, in the niche of WordPress.

• 

  Upwork

  Jan 2018 - Mar 2020

  Freelance
• 

  Capgemini

  Sept 2019 - Nov 2022

  1. Proactively managing team performance, aiming to exceed SLA targets, recommending, and implementing action plans as appropriate to address any shortfalls2. Providing support for the team in respect of service /delivery issues3. Escalation point for technical job-related queries4. Daily and hourly management of service desk resources5. Tracking problem trends and establishing corrective action plans, ensuring that corrective actions are put in place to prevent recurrent problems6. Day to day staff management. Staff onboarding, coordinating training and development7. Supply daily / weekly / monthly reports 8. Assisting in the planning and implementation of agreed changes to the delivered services.9. Process and Procedure ownership for the service desk functions 10. Identifying and analysing automation and improvement opportunities for increased productivity of the Service Desk Show less • Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidents;• Realise periodically service reports or ad-hoc reports requested by STL / ODM / SDM;• E2E Management of tickets, against SLAs and contracts;• Maintain good relations with all suppliers and resolving teams;• Escalation to STL / ODM / Resolving Teams where tickets may or have been breached;• Reporting to the management team possible escalation. Show less Key Responsibilities & Achievements:• Delivered technical support via phone, email, and chat to global customers, troubleshooting IT-related issues and ensuring timely resolution in line with service standards.• Maintained high-quality communication and customer satisfaction across multiple channels, leveraging translation tools for multilingual support.• Documented incidents accurately in ticketing systems, ensuring compliance with process guidelines and enabling efficient escalation when required.• Collaborated with technical teams and stakeholders to resolve complex issues, demonstrating strong coordination and problem-solving skills.Key Contributions:• Consistently met or exceeded service quality targets through effective issue resolution and proactive communication.• Supported global operations by adapting to multilingual environments and maintaining service continuity.Skills Demonstrated:• Customer-Focused Service Delivery• Incident Handling & Documentation• Stakeholder Communication & Escalation Management• Technical Troubleshooting & Remote Support• Process Compliance & Quality Assurance Show less

  • Team Manager

    Mar 2021 - Nov 2022

  • Incident Manager

    Feb 2020 - Mar 2021

  • Customer Service Advisor

    Sept 2019 - Feb 2020
• 

  Cegeka

  Nov 2022 - now

  Shift Manager

  Responsible for coordinating and organizing the delivery of all services and support activities of the division, while on duty while also aiming for the development of a customer-focused team, which delivers services 24/7/365, managing both day-to-day activities and critical end-to-end situations.Roles and responsibilities include but are not limited to:• Effective resolution of customer incidents in line with documented processes and best practices;• Proactive and intelligent handling of events and alerts and customer incidents in line with agreed standards;• Correct prioritization of activities within the teams;• High quality and accurate documentation of incident handling via the Ticketing systems;• Internal and external escalation point for all exceptional situations related to all services delivered and end to end management of escalations;• Documentation and follow-up of recommendations and actions in the incident action log;• Prompt follow-up with internal & external partners to resolve incidents;• 24 x 7 business continuity management;• Compliance to all management controls, security policies and security incidents reporting to the line managers;• Authority & Order on the work floor;• Interim team leader, when the role is not present in the office;• Adherence to Physical Security guidelines.Supporting on-going service improvements through the Continuous Service Improvement and Opportunity for Improvement processes:• Creation of accurate and timely incident reporting for all P1 & P2 incidents for management-level distribution;• Trend analysis, corrective and preventive resolution proposals;• Documentation of known errors, workarounds, fixes and process by updating internal systems;• Development and improvement of existing business processes to drive continuous service improvement. Show less