Ciprian Muntean

Experience

• 

  Global Remote Services

  Jun 2012 - Jan 2013

  Customer Sales Representative (IT)

  Managing inbound / outbound calls for Lottomatica Italy. Solve special situations following the existing procedures.

• 

  Business Oriented group

  Jan 2013 - Nov 2013

  Sales Representative (IT)

  IT Support&Sales SW & HW, WebmasterProjects: Telecom/TIM Italy, Vodafone Italy, Enel Green Power Italy, Surveys for Pragma

• 

  Walter services Romania S.R.L.

  Nov 2013 - Nov 2016

  Technical Support Lead (IT/EN)

  IT / Telecom Technical Support - Sunrise Communications AG: internet, landline and mobile network tech support and sales - Inbound/OutboundResponsibilities:In charge of troubleshooting and problem solution; create easy TT through Remedy in order to solve eventual issues of the different technical used tools.Using Citrix, Clarify, Remedy, WSG, XIP, ACS, CSI, PCRF, Infoscreen, other Tech&Network tools.Random calls taken weekly in order to know the customers issues.Random tickets/cases viewed in order to improve the quality and the technical knowledge.Weekly meetings with 2nd level in order to improve the technical troubleshooting based on the new technology and customer requests. Responsible to view, correct and send required cases to 2nd level.Periodical trainings to develop the necessary knowledge through various methods and with different topics.Service Level Management: the Intraday periodical monitoring of planning parameters and applying corrective measures if the realization deviates from the forecast planning parameters. Schedule Adherence Management.Schedule checks and shifts approval.Inbound monitoring to achieve an optimal SVL/ACC vs FC.Outbound monitoring and organization for callback NPS, missing FCR, solved tickets/cases.Weekly meetings to improve the performance of the agents in an optimal way and also to ensure the fulfillment of the necessary targets of the project: NPS, SR, AHT, Sales.Skills:• teamwork, leadership qualities• creating clear and challenging objectives• continuous knowledge enhancement and adjustment• patient, helpful and empathetic approach• oriented to provide quality support and targeted to achieve positive results• excellent organizational and analytical skills• sound ability to take on multiple assignments• ability to motivate a team to work effectively together• sound interpersonal, problem solving and decision making Show less

• 

  Webhelp Romania Beta S.R.L.

  Feb 2016 - Nov 2016

  Technical Support Lead (IT/EN)

  The Webhelp Group, a specialist in customer experience management and services, took over Walter Services Romania.

• 

  Yokogawa

  Nov 2016 - now

  Business Support System Engineer - SecurePlant (RO) & Yamal LNG (RU)

  Yokogawa is active in the industrial automation and control (IA), test and measurement, aviation and other businesses segments.Engineer – Industrial Cyber Security SolutionsProjects: Shell SecurePlant & Yamal LNG MSS Yokogawa Electric Corporation is collaborating with Cisco Systems, Inc. to deliver Shell’s SecurePlant initiative at Shell. SecurePlant is a comprehensive security management solution for plant control systems jointly developed between Cisco, Yokogawa and Shell. The SecurePlant solution consists of supplier-certified Windows security patches and virus signature files distributed from a SecureCenter to the SecureSite at each plant via Shell’s existing global network. Real-time, proactive monitoring enables the centralized management of plant security. Yokogawa and Cisco offer comprehensive security solutions involving the deployment, operation and monitoring of control system environments. The services are applicable to plants of all sizes in a wide variety of industries, including facilities spread out over a large geographic area. Both companies develop industrial automation (IA) solutions such as remote system maintenance, remote plant asset management and Big Data on the top of a secure remote access platform.MSS development and research - Maintenance Support SystemEnsuring:- Backup Governance reporting: TaCIT, MBR, Service Performance, Capacity Management, User Access Management, Incident Management, Change Management- Remote Server Admin ~ 250 Virtual Machines- SCOM Management, Development and Configuration- Administer Servers, Network Infrastructure and Databases- Working with: Veeam Backup & Replication, Windows Server 2008/2012 R2, Citrix, WSUS, Splunk, Symantec Backup&Security, McAfee, Cisco monitoring system (CMS > Servers and Network Infrastructure)- Using ticketing systems as: Service Manager, ServiceGrid, Cisco Managed Services Show less