Dragos Andrei Erdedi

Experience

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  ING Romania

  Jul 2011 - Mar 2014

  IT Helpdesk Technician

  Hardware and software support:- register every request or incident in the ticketing application- software and hardware installation- troubleshooting- solving incidents or escalating them to the corresponding responsibleteam- communicate with users regarding any aspect of the incident (progress, solution etc.)

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  Philip Morris International

  Mar 2014 - Apr 2015

  System Analyst

  Application support for Sales Force:- Address and solve as quickly as possible the incidents that affect the sellingsystem- Address requests and offer solutions or advise (issues regarding flows,system functionalities, territory allocation, merchandising services etc)- Generate SQL reports based on request (territory allocation, daily/monthlyactivity, products invoicing etc)- Bonus calculation for third party merchandisers- Maintain database accuracy by running monthly reports- Perform fiscal controls for new clients Show less

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  Huawei Technologies

  Apr 2015 - Jun 2019

  Second Line Support Engineer

  Skilled and focused L2 Support Engineer with a strong commitment to system security and efficiency. Able to handle multiple simultaneous end user service requests with complete accuracy. - Support a wide and varied client base (~1100 users)- Responsible for supporting Windows 7/Windows 10- Responsible for supporting Office 2007/2010/2013- Active Directory management - User management for ~8000 users (local and worldwide) - Group policy- Exchange Server: creating email addresses- Anti-virus products - Symantec Endpoint Security (SEP) - Assign corresponding policies - Modify policies according to requests and regulation- Proxy server - Change proxy policies by request - Configure proxy settings for users - Troubleshoot proxy issues- Troubleshoot and diagnose Citrix issues- Management of RSA token used as a second authentication factor for VPN- Install and configure VPN clients (many clients require a different way of conectivity and thus we have several VPN clients that we use)- Troubleshoot VPN issues- Diagnosis of any desktop, application, networking (TCP/IP, DNS, DHCP) and infrastructure issues- All request and issues are recorded in a ticketing system and are dealt with according to Incident Management (IM) rules- Follow agreed procedures, provide advice to users on systems, products and services which are available to them- Created and maintained second line support SOPs (examples: generating reports on access control system; Database backup for access cotrol system; RSA token distribution; Quarterly access control privilege review etc).- Printing system management - User management - Maintenance- Access control system - User management - Configure the access control system from begining to end - Configure and maintain access levels - Database backup - Generate report from ACS - Quarterly access privilege review- Update and maintain CMDB - Communicate with Change Advisory Board (CAB) regarding upcoming change requests (CR) Show less

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  Electronic Arts (EA)

  Jun 2019 - now

  As an Incident Manager I am responsible of:- Assessing the impact and urgency of incidents reported by other teams or automated reporting tools- Assembling the necessary resources to achieve the resolution of Major Incidents- Leading and driving Major Incidents until resolution by ensuring effective communications and coordination of problem-solving efforts between support teams- Facilitating bridge calls including, if necessary, identifying a technical leader to assist with service restoration efforts. - Developing and delivering incident communication of Major Incidents to users and leadership (based on frequency as determined by severity)- Creating incident documentation - Collaborating with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.I am also working with the Problem Management team in the Root Cause Analysis (RCA) process:- Participating in daily discussions of ongoing Problems.- Creating RCAs.- Evaluating incident tickets. Show less

  • Incident Manager

    Dec 2021 - now

  • Junior System Administrator

    Jun 2019 - Dec 2021