Gheorghe Marius

Experience

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  RCS&RDS

  Mar 2008 - Sept 2008

  Administrative agent
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  Citibank

  Sept 2008 - Mar 2014

  Job Responsibilities:o Diagnosed and resolved software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications; o Assisted all our users with any logged IT related incident when called upon;o Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; o Escalate incidents to other support teams where necessary; o Accurately recorded, updated and documented requests using the IT service desk system. Installed and configured new IT equipment. Resolved incidents and upgraded different types of software and hardware. o Maintained a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner; o Maintained excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. Show less

  • IT Remote desk side operator

    Aug 2012 - Mar 2014

  • Banking Officer

    Sept 2008 - Aug 2012
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  Stefanini

  Apr 2014 - Sept 2018

  Duties: • Coordinate the daily execution of the Incident Management process acting as the ultimate owner of all Incidents and as SPOC for Incident Management process; • Acts as central focal point during resolution of all Major business affecting incidents• Manage the communication (conference calls between vendors and support groups) during Major/ High Priority Incidents;• Identify problem candidates, improvement opportunities and feed this information to the other Account Specialists and Program Managers with the scope of process improvement• Broadcast updates on a High Severity Ticket via the agreed channels to the client's business environment and the IT stakeholders;• Provide coaching for new Incident Managers on the team• Incident Management job presentation for any New Hire and appropriate training for interactions with P1 / P2 incidents. Show less • Duties: o Brief the 1st level teams on changes or deployments that may affect Volumes at the Service Desk;o Detect any indicators of an outage/ high priority/ major incident, such as abnormal call volume increases and high volume of single user incident reports;o Place flash messages on the Telecom Lines in case of calls overflow within the agreed SLA, by following up with the Support Groups;o Upon closure of the Major Incident, collected useful info regarding its resolution and lessons learned and conveyed that info to the Service; Desk (Root Cause Analysis)o Overall Incident analysis and taking actions to reduce the number of bouncing tickets and tickets breaching SLAs, by sending e-mails to Group Managers and Service Desk Management;o Take actions for tickets that have exceeded the agreed chase counts;o Find ways of improving daily Service Desk activities and optimizing recurrent tasks; o Quality Concerns analysis and providing feedback to agents for any valid QC; o Involved in service desk floor management activities when direct service desk managers are not present; Show less • Duties:o SAP account creation tasks and offers basic troubleshooting for Linde financial users; o Logs, addresses and resolves incidents and requests;o Engages other service desk resources or appropriate service resources to resolve incidents;o Maintains communication with Linde's IT Vendors in order to efficiently troubleshoot specific incidents; o Assists in wide area network monitoring activities;o Maintains and protects confidentiality with regard to all aspects of patient care and employee information;o Performs other duties as assigned Show less

  • Senior Major Incident Manager

    Oct 2016 - Sept 2018

  • Incident Controller

    Jun 2015 - Sept 2016

  • Senior Global Servicedesk analyst

    Apr 2014 - Jun 2015
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  Ericsson

  Sept 2018 - Jan 2022

  Technical Coordinator is a subject matter expert with a very good understanding and usage of all tools involved in Problem Management delivery.Technical Coordinator main responsibilities include:• Actively monitoring and driving the team activities• Checking and approving all Problem Management deliverables• Supporting and driving the team with on-going issues• Driving the Problem Management process, Continual Service Improvement activities and producing the technical documentation• Point of Contact for team members for all questions related to technical operational aspects Show less The Problem Manager is responsible of managing the lifecycle of all problems; its primary goal is to coordinate actions to ensure that problems that result in incidents are prevented from re-occurring as well as to minimize impact of incidents that cannot be prevented.Experience in IoT , XaaS and Core networking environments.Problem Manager's main responsibilities are:• Managing and coordinating the technical support staff during the problem lifecycle;• Identifying problems before they generate Major Incidents• Investigate problems per impact;• Monitor progress on resolution of known errors;• Raising request for change to clear errors;• Assisting with handling of critical incidents by identifying its root cause when requested. Show less

  • Problem Management Coordinator

    Nov 2020 - Jan 2022

  • Problem Manager

    Sept 2018 - Nov 2020
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  Infosys Consulting

  Jan 2022 - now

  SIAM ITIL Process Manager

  Responsible for development, integration and day to day management of Change, Release, Incident and Problem Management processesResponsibilities: Process Development and Integration:- Review existing ITIL Process for the customers and identify possible gaps in order to develop proper improvements - Develop new process based on ITIL guidelines taking into account the existing resources and optimizing them for peak added value- Coordinate integration groups in order to customize existing solutions and bring them to the standard of the new processOperational Process Manager-Managing the integrated process in it's day to day lifecycle and applying Continual Service Improvement best practices to ensure process improvement, reduction of risk and number of emergency releases, changes and occurrence of incidents-Handover of process and training of operational groups (where applicable) -Scheduling, coordinating, and managing continuous releases/changes across the enterprise for multiple applications-Participating in weekly Change Advisory Board, Technical Advisory Board and Incident review meetings to communicate and review all ongoing issues/Records-Closely coordinating with Operational teams in order to ensure seamless transition of IT releases and changes to production by decreasing the risk of incidents-Handling of Major Incidents after they are triggered. Handling of the communication process to stakeholders and coordinating operational teams in order to resolve incidents as fast as possible and ensuring of continuation to Problem records for RCA analysis Show less