Andrei Pompas

Experience

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  Euroins Insurance Romania

  Oct 2009 - Dec 2009

  Personal Computer Operator

  • Operated the Inax interface to facilitate the transfer of physical insurance policies into the internal centralized database.• Ensured accurate data entry and maintained the integrity of the database during the transfer process.• Assisted customers in completing insurance policy applications during their visits to the facility• Provided guidance on policy options and requirements, ensuring a clear understanding of terms and conditions.

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  Bosch Communication center

  Aug 2010 - Aug 2013

  IT Helpdesk

  • Provided first-level support for user desktop services, including Microsoft Office, printing solutions, Windows operating systems, and Bosch internal tools.• Acted as a dispatcher for second-level support issues, coordinating with specialized teams for topics such as SAP, VPN, internal communicator, etc.• Assisted users in troubleshooting and resolving technical issues, ensuring timely and effective solutions. • Maintained accurate records of support requests and resolutions in the ticketing system.• Contributed to knowledge base articles to improve team efficiency and enhance user support resources. Show less

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  Atos

  Aug 2013 - May 2022

  • Lead and manage the ATOS RO teams responsible for delivering virtualization services, including VMware, Hyper-V, Nutanix, and other niche technologies, ensuring high-quality service delivery.• Ensure compliance with company policies and procedures, overseeing vacation planning, invoicing, activity reporting, and adherence to mandatory training requirements.• Facilitate the evaluation and onboarding processes for new team members, ensuring a smooth transition and integration into the team.• Strategically manage team staffing to maintain optimal operational efficiency and effectiveness.• Actively participate in the recruitment process to attract and retain top talent within the virtualization domain.• Drive continuous improvement initiatives within the team, fostering a culture of excellence and innovation.• Develop and implement individualized training plans to enhance team skills and capabilities.• Provide operational consultancy and support to internal and external stakeholders, ensuring alignment with best practices.• Monitor and track service volumes and financial metrics to ensure operational effectiveness and profitability.• Collaborate with international partners to align on service delivery and share best practices. Show less 2015 – promotion to Global Cloud Tower Service Manager, having the following additional tasks:• Conduct financial forecasting and budgeting.• Coordinated delivery teams across various Global Business Units (GBUs) in Romania, Germany, France, North America, and India.• Collaborated with Global Management to align objectives and strategies.• Led initiatives aimed at cost reduction and revenue enhancement through automation.• Participated in discussions on IT architecture design. Show less 2013 Infrastructure and Cloud Tower Service Manager: • Managed services delivered to German customers, including Windows/Linux Server OS, virtualization, storage, and backup solutions.• Collaborated with Atos technical teams to ensure smooth operations.• Consolidated customer requests and directed them to the appropriate teams for processing.• Identified service risks and advocated for timely resolution.• Oversaw Service Level Management, focusing on delivery performance and quality.• Managed service continuity, improvement initiatives, and automation efforts.• Led Incident and Problem Management according to ITIL Framework, including escalation and decision-making.• Directed Change Management processes, including planning, coordination, and follow-up.• Ensured compliance with security and vendor standards in the operational environment.• Provided project support for transition and improvement initiatives.• Assisted in critical business situations until services were stabilized, repaired, or restored.• Coordinated major incident responses. Show less

  • Virtualization Team Lead

    Dec 2020 - May 2022

  • Global Cloud Tower Service Manager

    Jan 2015 - Dec 2020

  • ICS Tower Service Manager

    Aug 2013 - Jan 2015
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  Allianz Services

  May 2022 - now

  Service Integration Manager

  Customer Front-End Specialist for Allianz Global Network (AGN) ServicesAllianz Germany - GBU • Serve as primary point of contact for customers utilizing AGN services, including LAN/Wi-Fi, SDWAN, soft-phone, video telephony, Microsoft Teams, Webex, proxy services (Zscaler), firewalls, and remote access/VPN solutions. • Prepare comprehensive overviews on operational status, ensuring clear communication of service performance and availability to stakeholders. • Support project activities by collaborating with product owners and service managers to address customer issues and fulfill requests effectively. • Actively participate in continuous service improvement initiatives, identifying areas for enhancement and implementing best practices. • Develop and execute strategies aimed at improving customer satisfaction scores through proactive engagement and feedback mechanisms. • Provide consultancy to customers on AGN internal processes, facilitating a better understanding of service capabilities and fostering stronger relationships. Show less