Adrian Mihaila

Experience

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  Electronic Arts (EA)

  Oct 2011 - Mar 2012

  Quality Assurance Technician

  - Detecting and reporting bugs in mobile applications during critical stages of development.- Supporting the Lead by assigning testing tasks, offering feedback to the team and compiling status reports.- Assisting co-workers resolve difficult tasks and supporting them when needed.- Acquired a very good understanding of the Quality Assurance methodology.

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  Stefanini

  Mar 2012 - Feb 2015

  Increased the overall Knowledge Base usage of the team from 74% to 92%, by analyzing statistical data and creating a ranking system for the team members.Increased the First Level Resolution metric by identifying areas where the knowledge can be "Shifted Left" toward a less specialized support team.- Acting as Technical Writer by creating and managing Knowledge Base articles in HTML format.- Working with content experts and project management for agreeing on procedures, identifying knowledge gaps and training opportunities.- Checking articles for accuracy and eliminating redundancy.- Ensuring the team is up to date on the latest changes, increasing the call avoidance potential and customer satisfaction.- Building and designing Knowledge-based reports. Show less - Acting as Lead Agent and Single Point of Contact for the team.- Assisting the Incident Controller with coordinating, communicating and detecting major Priority 1 incidents.- Providing guidance to the team when procedural and technical difficulties were encountered.- Creating/Updating/Terminating network accounts and application access for Customer employees and internal analysts.- Training new analysts.Winner of "Certificate of Achievement – Great Inventor” during the Yearly Awards session for the following contributions:• Helpdesk Control Panel - Automated the Account Administration process by creating Visual Basic and PowerShell scripts, drastically reducing the time of terminating network accounts, setting out of office messages for other users, finding specific computer details and so on.• Unallocated BT Cisco Extensions - created and maintained a large workbook of phone extensions for the global locations, facilitating the extension assignment process for the entire support team. Show less

  • Knowledge Specialist

    Mar 2014 - Feb 2015

  • Technical Support & Dispatch (TSAD) Specialist

    Dec 2013 - Mar 2014

  • Lead Agent & Account Administrator

    Oct 2012 - Dec 2013

  • Senior Service Desk Analyst

    Mar 2012 - Oct 2012
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  The Kraft Heinz Company

  Sept 2014 - Feb 2015

  Project: Office 365 Migration

  Travelled to the Heinz office locations in the United Kingdom (Wigan and London) to assist with transitioning 19 000 mailboxes from Exchange 2010 to Exchange Online.- Working closely with the customer's Program Manager and Project Manager to communicate migration details, building troubleshooting guides, providing instructions and solutions to the remote and local support teams in preparation for the scheduled migration dates.- Representing Stefanini in daily migration meetings with the customer, Microsoft and Xerox teams.- Building migration schedules by analyzing and prioritizing large numbers of mailboxes to mitigate end-user impact.- Creating weekly support reports, analyzing trends and identifying improvement areas. Show less

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  Microsoft

  Feb 2015 - Jun 2021

  Managed a portfolio of 10 top elite Microsoft Partners, as part of the FastTrack Ready Partner program: Deutsche Telekom, Softline International, Lizard Soft, Smart Business, Fortevento, Squalio, IT Dev, EXE, Innoware, Energy Time.- Driving Microsoft goals through partners by building strong and long-term relationships with key stakeholders, including at the executive level.- Acting as a single point of contact and a trusted advisor for Microsoft Partners to help grow their business and customers portfolio, helping identify new leads and opportunities.- Managing Rhythm of Business and Monthly Business Reviews, evaluating partner adherence to KPI's, program participation criteria and building Partner Development Plans.Managing specific internal activities, such as:• Leading the Skype to Teams transition motion, coordinating transition activities with key partners to minimize disruption at the end of product life.• Building and managing the internal EMEA-wide Awards program for a team of 200+ people, providing recognition, ensuring Diversity & Inclusion and increasing people's spirit. Show less Increased product adoption and active use of cloud services by conducting deployment activities, workshops and demonstrating how new ways of working will improve customer's experience, performance and efficiency.- Providing use case recommendations by understanding desired customer outcomes, technical challenges and product capabilities.- Collaborating with Enterprise Customers, Microsoft Account Executives, Partners and Support Teams.- Delivering fast and efficient onboarding and adoption of Microsoft cloud services (Office 365, Windows 10 and Enterprise Mobility + Security).- Leading deployment projects and providing guidance on the onboarding strategy, tasks and milestones.- Coordinating assessment, remediation, enablement and migration activities.- Handling sensitive situations, coordinating technical blockers and managing customer issues.- Reducing customer's time and costs of implementation.- Ensuring customer and partner satisfaction.- Participating in training and obtaining certifications for Microsoft 365 and Azure technologies.Managing specific internal activities, such as:• Mentoring low performers and new hires, reducing the ramp up time.• Promoting the internal adoption of collaboration tools, such as Yammer.• Ring 1: Validating changes to materials and tools before going live. Show less

  • FastTrack Partner Manager

    Nov 2018 - Jun 2021

  • FastTrack Project Manager

    Feb 2015 - Nov 2018
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  Acronis

  Jun 2021 - Oct 2022

  Partner Success Manager

  Part of the Inside Sales department, the primary objective is helping partners grow their business and customers portfolio by empowering organizations to operate safely through top-class Cyber Protection solutions.- Driving business goals through managed service providers by building strong and long-term relationships with key decision makers.- Managing Rhythm of Business, Monthly and Quarterly Business Reviews for developing key cloud partners in UK, Benelux and Northern Europe.- Performing territory analysis, driving up-sell and cross-sell activities to increase revenue and decrease churn rate.- Identifying knowledge gaps on partner side and addressing them through technical and sales certifications.- Understanding the cloud market business model and providing strategic business development and go-to-market strategies.Cybersecurity, Management, Backup, Disaster Recovery, Enterprise File Sync & Share.Anti-Virus, Anti-Malware and Ransomware Protection through enhanced Artificial Intelligence and Machine Learning technologies. Show less

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  Deutsche Bank

  Oct 2022 - now

  AVP - Technical Product Manager and SRO Delegate

  Assistant Vice President, Technical Product Manager and Microsoft Service Relationship Owner Delegate.Working with both Deutsche Bank and Microsoft teams on all aspects of the engagement between the 2 parties, including product, engineering and operations team across End User Computing, Server, Database and Software Development Tools areas.Product Management | Collaboration & Devices | End User Computing