Andrei Mihaila

Experience

• 

  Think Invest SRL

  Apr 2008 - Dec 2008

  Technical Support Engineer
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  Omnilogic Ltd

  Jan 2009 - Jun 2012

  Implementation Engineer

  Provided technical support and consultancy for clients in the banking segment for Contact Center-related software solutionsServed as lead technical consultant and on-site liaison between customer representatives and external development team, during the development, testing and implementation of a CTI Application.Provided first and second level technical support as well as implementation services for voice recording solutionsGathered information and feedback from customer for Business Analysis purposes which led to new implementations as well as expanding functionalities for existing implementations Show less

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  TeamNet

  Jun 2012 - Mar 2013

  QA Analyst

  I supported the SDLC by performing Quality Assurance testing for custom made web-based applications while ensuring proper reporting and follow-up on findings, using specialized toolsAs part of the QA process, I was also trusted with the creation and review of test cases in order to achieve full coverage of business and functional requirements. In further trying to support the process, I had also helped create user manuals for newly developed applications and was involved in providing feedback from the QA standpoint, to internal stakeholders. Show less

• 

  INTRAROM S.A.

  Mar 2013 - Sept 2017

  Evolved from Technical Consultant to a role encompassing three major areas of activity:Service Management• Ensure contractual requirements for service support are managed and report on service status to stakeholders• Serve as escalation point for customers• Day-to-day management and technical involvement in operational aspects of on-going services providedSoftware Project Management• Co-author project plans and implementation timescales• Identify and manage project risks for on-going implementations or scheduled operations• Liaise with responsible departments to facilitate case resolutions, CR’s and operational activitiesTeam Management• Provide training and mentoring for team members for technologies and software within the company portofolio• Efficient allocation of tasks to ensure consistency of delivery and adherence to SLA's• Perform administrative activities related to daily team operation Show less • Certified in implementation of multi-layered, highly available software as well as SIP based components such as Session Border Controllers, proxies and various endpoints. • I've actively participated in and influenced technical project management for software implementation. Served as technical lead in system maintenance procedures of medium to large scale production software as well as cutover/post go-live procedures.• Proven theoretical knowledge and practical experience in the implementation and technical support of various NICE Systems TDM/VoIP and screen recording software(NICE Perform 3.1, 3.5, NICE Interaction Management 4.1, NICE Perform eXpress 3.0)• Other responsibilities include design and delivery of pre-sales presentations, gathering technical information, business analysis, software documentation and manuals Show less

  • Professional Services Consultant

    Oct 2015 - Sept 2017

  • Technical Consultant

    Mar 2013 - Sept 2015
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  AdsWizz

  Sept 2017 - now

  • Manager, Product Compliance & UAT

    Oct 2019 - now

  • Incident Manager

    Sept 2017 - Oct 2019