OTILIA CRUCEANU

OTILIA CRUCEANU

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  • Timeline

  • About me

    Service Delivery Manager DSL& Fax Services- SME at Allianz Services

  • Education

    • University of Bucharest

      2009 - 2012
      Faculty of foreign languages and literature
  • Experience

    • Image Service

      Jul 2010 - Sept 2010
      Secretary

      • liaising with colleagues and external contacts to book travel and accommodation;• organising and storing paperwork, documents and computer-based information;• photocopying and printing various documents, sometimes on behalf of other colleagues.• translating official documents from Romanian into German and from German into Romanian

    • IPA

      Oct 2010 - Mar 2011
      Translator

      • translating official documents from German into Romanian and from Romanian into German

    • GENPACT

      Jan 2013 - now
      Process Associate

      • Respond to requests for technical assistance via phone or electronically• Research questions and find solutions using available information resources• Advise user on appropriate action • 1st line of support - troubleshooting of IT related problems from networking to in-house software and hardware such as : Blackberrys,Iphones,Ipads, Laptops, PCs and Printers.• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority• Basic Active Directory knowledge: creating user accounts, reset passwords, create groups Show less

    • Vodafone Next Generation Services Limited

      Aug 2015 - Feb 2016
      IT-Helpdesk-Analyst

      Main responsibilities: -TAKING CALLS ON GERMAN AND ENGLISH OF ANY PRIORITIES OF CMS AVAYA PHONE -HANDLING EMAILS/ WEBCASES, TRANSLATIONG THEM INTO THE APPROPRIATE LANGUAGE, DEPENDING ON CUSTOMER REQUIREMENTS-DOCUMENT CASES FOR EACH INCIDENT, HANDLE CASES MEETING CUSTOMER REQUIREMENTS, FOLLOW UP CASE STATUS-TROUBLESHOOTING IT PROBLEMS ACCORDING TO THE PREVIOUS TRAININGS-SHARING KNOWLEDGE CASE WITH THE TEAM

    • Wipro Limited

      Oct 2018 - now
      IT-Helpdesk-Analyst

      Main responsibilities: -TAKING CALLS ON GERMAN AND ENGLISH OF ANY PRIORITIES OF CMS AVAYA PHONE -HANDLING EMAILS/ WEBCASES, TRANSLATIONG THEM INTO THE APPROPRIATE LANGUAGE, DEPENDING ON CUSTOMER REQUIREMENTS-DOCUMENT CASES FOR EACH INCIDENT, HANDLE CASES MEETING CUSTOMER REQUIREMENTS, FOLLOW UP CASE STATUS-TROUBLESHOOTING IT PROBLEMS ACCORDING TO THE PREVIOUS TRAININGS-SHARING KNOWLEDGE CASE WITH THE TEAM

    • Allianz Services

      Dec 2019 - now
      Customer Service Manager
  • Licenses & Certifications