Alex Dobrescu

Experience

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  Idea

  Jan 2006 - Jan 2012

  • Oversaw day-to day-operations, including staffing updates, daily metrics and financials. • Reported to senior management all information regarding staff status, workload, tools, and changes. • Assisted in the execution of procedures to ensure appropriate levels of productivity were maintained, including tools and training; monitored 300 applications to provide support and ensure teams SLA metrics were met, starting at escalation level up to resolution; improved metrics by performing a deep-dive analysis on all tickets to ensure proper training and access level.• Tracked daily reporting to ensure schedules and staffing met service levels, and approved schedules. • Monitored real-time statistics to make required adjustments on short notice. • Tracked and analyzed KPIs related to Help Desk performance, as well as proposed continuous improvement initiatives to optimize process and procedures. • Reviewed monthly financial reports and addressed or clarified any discrepancies found. Show less • Supported staff through supervision, mentorship, conflict management, and performance growth. • Assisted analysts with call escalations and during peak periods and outages, including taking calls. • Created, modified, updated, and adjusted staff weekly schedules and attendance records. • Provided real-time monitoring of the ACD system to ensure continual adequate staffing. • Engaged in troubleshooting and oversaw the resolution of outages and/or critical situations. • Administered quality and periodic monitoring of the help desk bins globally and per analyst to ensure that tickets are being handled within the SLAs. • Reviewed all new or modified processes and policies, encouraging strong adherence to corporate performance and industry standards. Show less

  • Help Desk Manager

    Jan 2011 - Jan 2012

  • Help Desk Team Lead

    Jan 2009 - Jan 2011

  • Support Analyst ( Level 1 and 2 Technical Support)

    Jan 2006 - Jan 2009
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  Alphanumeric Systems

  Jan 2012 - Jan 2017

  Senior Operations Manager

  • Oversaw multiple teams, including Executive Support, Process Improvement and Technical Support. • Developed strategy and operations, supervising execution and gauging financial, operational results.• Composed ongoing improvement plans and provided strategic recommendations on an ongoing basis. • Executed the set-up of a new office in Barcelona within 90 days while hiring 70 employees. • Created and introduced global solutions to improve service across multiple desks, leading to the extension of existing contracts. • Functioned as the point of contact for the multiple teams concerning training and coaching of the help desk technicians, as well as served as key person for any new service implementations.• Designed a unique online training platform that improved knowledge transfer across global help desks (used by 350 employees). • Implemented a mentorship program for future managers and team leaders. Show less

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  GSK

  Sept 2017 - Dec 2021

  Service Owner for the Clinical Support ServiceDesk (contracted as third party)

  • Regulating a Clinical Support center with a global reach across 55 countries.• Serving as a bridge for all technical communications between GSK and other Service Partners. • Preparing and managing multiple RFPs for service transitions and ramp up programs to support over 18 clinical applications such as Veeva Vault and Salesforce. • Negotiating contract renewals and running efficient cost-saving models, yielding savings of 20%.

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  Alphanumeric Systems

  Nov 2018 - Dec 2021

  Director of Innovation and Technology Solution

  • Strategically identifying and instituting tools and technological solutions that drive improved business results by increasing revenue, decreasing expense, and improving operational efficiency. • Assessing various companies in the AI and RPA sector to recommend fruitful partnerships. • Regulating and implementing a POC with a large pharmaceutical company for AI; delivered three AI solutions to GSK Pharmaceuticals: two AI chatbots for healthcare professionals and a search bot; all of them using the latest technology in Natural Language Processing. Over a span of four months, the POC showed results of 80% accuracy (high compared to average standards which are around 35%-45%) • Spearheading the creation of an Automatic Assessment solution for recruitment with a database of over 4000 users. • Focusing on digital transformation within the pharmaceutical sector and life science corporations; implemented ITIL best practices for deploying AI intelligence. Show less

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  Broadsign

  Jan 2022 - now

  Director Technical Support