Andrei Dinu

Experience

• 

  OMV Petrom

  Sept 2014 - Mar 2016

  Jr. Specialist Fleet Data Management and Reporting

  I was responsible of creating and adjusting reports to the customers needs.Assuring the creation and delivery of the reports that displayed different aspects of the fleet.Assisting customers with Fleet Management information.

• 

  Ericsson

  Mar 2016 - Aug 2018

  I was promoted to fulfil the 2nd level position within the Device Connection Platform project within the team responsible with maintaining and assisting on issues related to the Web Platform where the customers perform most of the tasks: SIM ordering, generating monthly bills, management of the subsidiaries of the company, ticket raising, generating reports. The workflow we are following for fulfilling the daily work is based on receiving tickets from the 1st level Team that need a deeper knowledge and analysis in order to provide an accurate and professional resolution to the customer. Many tasks include log analysis using dedicated tools (Splunk) and also accessing the server logs directly using the Linux dedicated terminal.We work closely with the 3rd Level Support team who is assisting us in resolving and interpreting code related issues of the platform.We are part of the deployment team during releases, in charge with supervising the platform load and database performance.Also, part of the daily work is identifying flaws of the platform when performing daily tasks and raise the issues to the Resource and Development Department within the project using Jira. Show less At the beginning of February I chose to take part of the ongoing Device Connection Platform project, the main and biggest project of the Industry and Society Department.Daily activities included:Monitoring of the platform and network using tools like Nagios and Cacti.Taking action on every alert that can generate the Incident Management process; raising tickets and making sure they are properly escalated to the 2nd Level teams.Taking ownership on Service Requests, Incidents and Requests for Information raised by the customer.Triaging incoming incidents from customers based on the agreed priority matrix. Assisting the customers with answers regarding the provided services, fulfilling new requirements.Constantly working on improving and creating a better experience for the client by having a proactive behaviour in order to fulfil in the SLAs and obtain better KPIsConstant contribution to the Knowledge Database of the team by creating written procedures of the main tasks. Show less Daily activities included remote troubleshooting, coodonating field technicians, monitoring server activity, identifying events and problems in the system and assigning then to the proper teams. Ensuring and trying to improve the performance of the platform in order for the SLAs to be achieved.I was part of the team that spent 2 weeks in Bangalore, India in order to offer training for the Life Cycle Management Department that would have to act as a 3rd Line Support for the team in Romania.We put the basis of a great bond and collaboration with the team form India, the SLAs being considerably improved after the knowledge transfer trip.During my time on the project I came with the idea of having automated reports for many daily tasks. After this was put in place, the team’s productivity increased since we managed to use more time to focus on complicated issues.I was in permanent contact with the Solution Architects from Sweden in order to deliver the best resolution to the customers. Show less

  • 2nd level BSS Engineer

    Sept 2017 - Aug 2018

  • 1st Level BSS Engineer

    Feb 2017 - Sept 2017

  • I&S Operations Engineer

    Mar 2016 - Feb 2017
• 

  Netcentric, A Cognizant Digital Business

  Aug 2018 - now

  Starting November of 2020 I made the transition from the Support Operations Team do the System Operations Team, I was a good fit for the System Operations Team as I had technical knowledge from my past job experience.As a new joiner of the team I was initially assigned various tasks in order to get more acquainted to the platform and responsibilities that the team has:- ensuring the stability of the platform by using Mmonit/Monit monitoring tool, investigating any item which is not working properly by checking logs and debugging the issue- perform releases on lower environment platforms using Jenkins- performing on-call work, prioritizing and working on alerts using OpsGenieAs I grew my knowledge I started taking up more complex tasks like:- creating new monitoring items for new services or improving existing monitoring items (Mmonit/ Monit/ Bitbucket/ Maven/ Graphana/ Prometheus/ Splunk)- performing releases on the Production environment ensuring no downtime (AEM/ Jenkins)- creating and reviewing Runbooks for the Production environment- fully taking care of renewing SSL Certificates on all environments- working on improvements in order to fully automate the Deployments and SSL Certificate renewal (Jenkins, Bash Scripting)- interacting and helping the Support Operations Team with investigations and solutions to incidents raised by the customer and/or Developers Show less In 2018 I joined an already established Support Team. The main responsibilities were to monitor, check logs, identify and triage issues based on priority on the live site.Reproduce the issues in lower environments, performing the necessary troubleshooting steps in order to be able to provide the fastest and the best workaround or raise tickets with the proper information (description, steps to reproduce, expected vs actual behavior, etc.) to the QA and Developer teams.Create new reports or fulfill other requirements from the customer.Communicate updates and ensure the satisfaction of the stake holders.Mostly the site is hosted on Adobe Marketing Cloud (AEM) and while troubleshooting, as an Application Support Engineer, I used all the knowledge I internally gathered on AEM as well as HTTP, interpreting HTML and JavaScript (being able to escalate to 3rd level well documented incidents), basic to advanced Linux knowledge. The support I offered is very much focused on customer satisfaction and I always strived to deliver the best answers in the shortest period of time, maintaining the KPIs green and keeping the standards high. Show less

  • System Engineer

    Nov 2020 - now

  • 2nd Level Support Engineer

    Aug 2018 - Nov 2020