Raluca Radulescu

Experience

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  Pv Group Romania

  Jul 2014 - Oct 2014

  Blogger (part-time)

  - managing the company's Facebook page, the website- processing and editing images in Photoshop- creating promotional catalogs - searching information regarding the financial market- made publicity for the company on other websites and social media

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  Jerry's Pizza

  Nov 2014 - Jun 2015

  Call center operator

  - taking orders by phone and send them to the other stores.- learning the new promotions- calling to other stores to give them indications about the orders in case we were encountering situations regarding the internet, the electricity power etc.

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  Playtika

  Jun 2015 - Feb 2016

  Senior Customer Support

  - performing technical troubleshooting and researching the problems reported by the company's clients in a professional and fast manner;- solving problems received from customers through Zendesk / Service Now;- checking the application on social platforms (Facebook, Twitter, etc.) and the operating systems provided (iOS, Windows, Android, Windows phone);- training of new colleagues in the team;

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  SC Amego Business Solutions SRL

  Mar 2016 - Jun 2016

  Sales Agent

  - taking calls and contacting customers to sell the packages offered by the company- obtaining new customers

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  MANNOCKS (CORPORATE WEAR) LIMITED

  Jun 2016 - Sept 2016

  - creating covers and advertising images: Adobe Illustrator- creating flyers for the company: Adobe Photoshop- the management of the office in Constanța- taking over the calls received within the company- creating daily reports and teaching them: Microsoft Excel- holding conferences with other company partners- training colleagues in the field of sales- conducting interviews- administration of the company's website- customer activation- photographing products and editing them in Adobe Photoshop Show less

  • Office manager

    Jun 2016 - Sept 2016

  • Web development

    Jun 2016 - Sept 2016

  • Graphic Designer

    Jun 2016 - Sept 2016
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  Consorzio IDC

  Sept 2016 - Nov 2016

  Assistant Manager

  - taking phone calls for the people that were interested on our crewing company.- setting the interviews - organizing documents- preparing contracts

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  Granity Entertainment

  Nov 2016 - Sept 2017

  Customer Support

  - answering to email and chats regarding the problems that the customers encountered and solving them as soon as possible

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  CGS Romania

  Nov 2017 - Apr 2018

  Technical Customer Support Representative

  - managing requests through ServiceNow / Live-chat or telephone tickets;- compliance with the procedures established within the company;- performing technical troubleshooting and researching problems reported by customers, including Remote;- identifying appropriate resolutions within the required time frame, based on the severity of the problem;- monitoring the company's systems in terms of performance;

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  2Checkout

  Apr 2018 - Apr 2019

  Merchant Support Analyst

  - managing T1/T2 requests through Helpdesk / Live-chat or telephone tickets- working within the service and process for managing incidents/problems in Zendesk;- maintaining and developing a vast technical knowledge about the features and services of 2Checkout;- API integration on customer platforms and the company system we work with;- performing technical debugging and researching problems reported by customers on WooCommerce, Shopify, OpenCart, WordPress, Wix, etc - HTML / CSS / PHP and Kibana;- identification of appropriate resolutions within the required time frame, based on the severity of the problem - Kibana investigation;- reporting performance or technical defects using Jira;- monitoring the company's systems in terms of performance - Grafana; Show less

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  BullGuard

  Apr 2019 - Nov 2019

  Technical Support Specialist

  - providing advice to customers and partners on the use of BullGuard products and managing payment issues.- promoting a positive image for the company as well as its products and services.- professional communication between clients/partners.- respecting the team's procedures and looking for ways to improve them.- monitoring, recording, and reporting customer issues, as described in standard operating procedures.- managing and monitoring the workload on a shift, reporting any internal or external problems that may arise using the process of critical incidents; sending the activity report in shifts to the direct superiors, if they are designated as observers.- gathering information, investigations and assisting superiors in solving the specific problems of the module, if they are selected as members of the quality assurance team. Show less

• 

  Auchan Retail România

  Nov 2019 - May 2021

  - monitoring the progress of the project transition process, in relation to the objectivesestablished from the perspective of time, purpose and quality; - ensuring good communication of information within the project transition team, as welland to the other departments of the organization; - organizing regular meetings with project teams and monitors project status;- ensuring the solution of the problems appeared in the teaching / transition process aproject and inform in due time the management team regarding the problemsappeared that cannot be solved at the level of the project team;- identifying of opportunities / activities / areas / processes to be optimized and offers recommendationsto improve them; - properly archiving all project documentation; - contributing to the implementation of the standards, methods and tools that are usedin the daily activity - contributing to defining and tracking activity-specific KPIsdepartment; - analyzes and proposes solutions to continuously improve productivitydepartment; - contributing to the planning, coordination, evaluation and reporting of his projectsspecific department activities; - ensuring the follow-up of ongoing projects: in terms of resources, time,human resources, efforts, etc .; - providing support for department employees; - participating, at the request of the supervisor, in projects or activitiesinterdepartmental, temporary, depending on its role and competencies, forto contribute to the achievement of the team's objectives; Show less - monitoring logical resources (software, disk space, etc.) - Linux;- monitoring flows between applications - Yoda, TAC, Centreon, CentreMOM, Kibana;- analyzing the events detected on servers or flows between different applications, solving problems or transmitting them to responsible equipment - EasyVista ticketing, Kibana investigation, data/file transmission in Linux;- creating flows according to business requirements;- constant start, stop, and monitoring of IT resources respecting the daily schedule - Rundeck / Linux;- handling both technical and functional incidents and resolving or escalating in accordance with existing procedures using EasyVista ticketing systems;- retransmitting messages from queues via AMQ;- launching recovery tools or beginners (manual recovery, reconfiguration of IT resources, file copying, backup operations) - Linux;- maintaining the database updated by documenting the problems encountered and the techniques needed to solve for future references - SQL. Show less

  • Junior Product Owner/IT Transition Project Manager

    Jun 2020 - May 2021

  • L2 Business & Technical Support Technician

    Nov 2019 - May 2020
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  Banca Romaneasca

  May 2021 - Nov 2021

  System Administrator

  - administration of operating systems (Windows, UNIX) and related software applications - RDP, SQL;- installation, configuration, and administration of WebSphere middleware elements;- running and managing SQL scripts to related applications;- deployment (upon request) in UAT and PROD;

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  Varicent

  Nov 2021 - now

  • Technical Account Manager

    Dec 2023 - now

  • Business Consultant

    Nov 2021 - Dec 2023