Valentin Cîrdei

Experience

• 

  GENPACT

  Apr 2014 - May 2015

  Junior Process Associate

  - Handling customer IT demands via voice /Non Voice and IT troubleshooting activity ;- Taking calls in both Italian and English on any priorities;- Handling emails / web cases, translating them into the appropriate language , depending on customer requirements ;- Document cases for each incident, handle cases meeting Service Level Agreements (customer requirements) follow up case status;- Troubleshooting IT problems according to the Standard Operating Procedures and previous trainings; - Sharing knowledge cases with the team;- Creating Standard Operating Procedures;- Training new associates and cross-training existing associates;- Administrative work for helpdesk needs;- Arranging flexible working schedule with colleagues, according to business needs.During my time at GENPACT I have acquired different skills and knowledge that will help me with the troubleshooting and solving of issues for the following applications or software : Internet Explorer, PowerPoint, iPhone, iPad, Sharepoint, Google Chrome, Microsoft Lync, Intranet Applications, Avaya Softphone, HP printers, Microsoft Word, Mobile Iron , Microsoft Excel, Microsoft Outlook, Samsung Devices, WebRa, GDDB, NetIQ Dra, Entrust Digital ID, Adobe Reader and Standard X, Avaya Desk Phone, Remedy RoD, Windows 7 (connect). Show less

• 

  Oracle

  Jun 2015 - Jun 2017

  Software Support Engineer la Oracle

  - Take ownership of all assigned tickets;- Keep all the colleagues involved in the escalated tickets, until a solution is found;- Help increase the knowledge in the team by sharing the expertise on troubleshooting; - Hospitality support for Opera4&5, Fidelio Suite 7&8; - Update the call logging system and provide the required information to 2nd Level Support Teams, by testing both hardware and software systems;- Oracle Database - Data manipulation with SQL scripts;- Keeping the knowledge system up to date; - Keep up to date with Software Release, Customer Customization and through self-learning;- Proactive approach to prioritizing assigned workload and resolve the SR`s. Show less

• 

  METRO SYSTEMS Romania

  Jun 2017 - Apr 2019

  System Engineer

  • Support of METRO Group corporate applications addressing core business needs like Sales, Logistics, Purchasing, Finances & Accounting;• Monitoring & reporting of data flows, in real time, between existing productive systems, meeting specific deadlines;• Diagnose and troubleshoot issues on live production environments;• Analyzing and solving the incidents sent by the First Level Support;• Assess, troubleshoot and escalate user problems to specialized teams when necessary;• Giving required support effectively and in accordance with priority, impact and SLAs;• Working in close collaboration with other teams and/or customer technical staff to ensure that service delivery to the customer is at the highest standard;• Identify trends and recurring incidents and document them;• Improve the existing knowledge base with updates and maintenance of technical documentation. Show less

• 

  METRO.digital

  Apr 2019 - Dec 2021

  Service Owner

  • Manage team of second level support for corporate applications exclusively for Metro Cash & Carry Italy• Taking over new projects and coordinate the knowledge transfer : Define transfer plan and make sure all the needed resources are available (people, equipment, application process), prioritize tasks, ensure proper handover, present status reports to management and customer;• Ensure that the team members have the necessary education and training to effectively sustain regular services.• coordinate daily tasks within the team;• communicate clear instructions to team members;• Monitor activity flows and set KPIs to measure team`s productivity and reaction time;• Be the escalation point for Italian customer;• Perform regular one on ones with the team members;• Create and environment oriented on trust, open communication, creative thinking and cohesive team effort;• Facilitate problem solving and collaboration;• Recruit and ensure appropriate training for new team members;• Perform technical evaluation and set in place career paths for team members;• Maintain close communication with the customers;• Promote team`s service and achievements inside the company during conferences and department meetings.• Incident management - weekly reporting to the client of the incidents in the queue of the team with the required explanations; Show less

• 

  Hewlett Packard Enterprise

  Oct 2021 - Oct 2022

  Account Support Manager

  • Own customer operational relationship: develop & nurture to excellent customer satisfaction• Have a high level of account knowledge about the Customer’s IT environment from a technical, operating procedure and business impact perspective.• Align the service delivery to the Customers Business and IT objectives.• Build and maintain customer relationships at appropriate levels within the account including key decision makers and influencers.• Leverage the extended account team (including channel and delivery partners) to expand relationships and communication networks.• Support Account Support Team & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.• Deliver standard services in accordance with the Service Delivery Guides.• Ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans.• Be the contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manage performance metrics, reporting, escalation & communication.• Regularly leads in the technical assessment and delivery of specific technical solutions to the customer.• Engages in technical problem solving across multiple technologies• Act as a team or project leader for small and medium AST/delivery teams by providing managerial and technical direction.• Apply industry knowledge, trends, and innovative technology directions guiding the customer to successful business outcomes. Show less

• 

  Oracle

  Oct 2022 - now

  - Provide specialized service and incident management support for top Oracle accounts- Act as an escalation point for urgent issues- Stand as customer advocate and work in partnership with Account Managers to make sure customers receive the right level of attention and support from Oracle resolver groups- Enable and expedite the resolution of functionality/performance issues reported by customers, by proactively and reactively tracking customers’ accounts and raising the necessary awareness with the appropriate troubleshooting teams- Understand customer concerns, issues and impact, follow-up on the open incidents and ensure their progress with Oracle engineering teams- Join conference calls with Oracle teams or the customer, on demand, to discuss critical issues, establish action plans and share status updates on incidents- Prepare the deliverables required by each customer/account manager and send them on the agreed schedule and frequency- Process improvement & ITIL implementation- Issue analysis Show less

  • Change Manager & Problem manager

    Nov 2023 - now

  • Service Manager

    Oct 2022 - Dec 2023