Miruna Mocanu (Camara)

Experience

• 

  ITC Networks

  Aug 2006 - Dec 2010

  (Outsourced project for Trapeze Networks - a Belden brand)- providing tier 2 & tier 3 phone / e-mail / ticketing technical support to EMEA customers- traveling to customer sites all over Europe to support Trapeze wireless network solutions and troubleshoot technical issues in escalation cases- working in the lab to replicate software issues found during on-site visits or reported by customers. Submitting the new found bugs to developers and providing the relevant data from the replication test beds- beside the technical part, doing also administrative tasks like RMAs (return merchandise authorization) or licensing process related things- work with the entire range of Juniper WLAN (formerly Trapeze) equipments: MX controllers, MP access-points, location appliance, applications (Ringmaster, Smartpass) - both in real life customer networks and in lab replication environments- Layer 2/3 protocol/packet capture analysis- 802.11 protocol/packet capture analysis Show less

  • WLAN Technical Support Engineer

    Jan 2009 - Dec 2010

  • Software Quality Assurance Engineer

    Aug 2006 - Dec 2008
• 

  Luxoft

  Jan 2011 - Jan 2014

  (Outsourced project for Juniper Networks)- tier 3 phone / e-mail / ticketing technical support to EMEA customers using the NSM (Network Security Manager) software, managing most of the Juniper products- working in the lab to replicate software issues found during on-site visits or reported by customers. Submitting the new found bugs to developers and providing the relevant data from the replication test beds- beside the technical part, doing also administrative tasks like RMAs (return merchandise authorization) or licensing process related things- basic knowledge to work with SRX/EX Juniper devices Show less (Outsourced project for Juniper Networks)- providing tier 2 & tier 3 phone / e-mail / ticketing technical support to EMEA customers- traveling to customer sites all over Europe to support Trapeze wireless network solutions and troubleshoot technical issues in escalation cases- working in the lab to replicate software issues found during on-site visits or reported by customers. Submitting the new found bugs to developers and providing the relevant data from the replication test beds- beside the technical part, doing also administrative tasks like RMAs (return merchandise authorization) or licensing process related things- work with the entire range of Trapeze equipments: MX controllers, MP access-points, location appliance, applications (Ringmaster, Smartpass) - both in real life customer networks and in lab replication environments- Layer 2/3 protocol/packet capture analysis- 802.11 protocol/packet capture analysis- support also of Network Director, the new management software for the Juniper wireless and EX products; it is based on the Junos Space platform, so basic Space knowledge also Show less

  • NSM Advanced Technical Support Engineer

    Aug 2012 - Jan 2014

  • WLAN Advanced Technical Support Engineer

    Jan 2011 - Jan 2014
• 

  Microsoft

  Feb 2014 - now

  Accountabilities• Case wellness and case resolution quality – ensure progression of cases• Drive the team health by contributing to improve the work environment (readiness, knowledge, diagnostics, etc)Daily Execution• Case triages; perform tech reviews• Hot / Critical issue support (Tough or Escalation case handling).• Respond to requests for assistance via email and IM from support engineers.• To be an escalation point for the suppliers. • Interfaces closely with Service Delivery Manager on technical capabilityTeam management/Environment health• Leadership and Mentorship• Readiness and Training - developed a series of brown bags on subjects of interest, delivered by Subject Matter Experts (SME). This ensures, aside from the technical knowledge sharing, SME visibility in the team as well as cross-team collaborations, for borderline subjects. • Identified Channel focus areas – Workflows and WIKI coordination• Improvement on tools through feedback/Lab discussion• Ensure team members have suitable permissions in system to allow efficient resolution of cases• Work across SBUs to drive strong collaboration Show less Providing Tier 2 support for French/English speaking customer on the Exchange Onpremise/Exchange Online/Exchange Online Protection Microsoft products.Handling cases via phone and email conversations, having the customer's best interest in mind. Creating repro scenarios for customers' situation and doing research, in order to be able to best serve the customers' needs. Constantly learning and keeping up the pace with the fast evolving technology around us.Collaborating with colleagues from other teams, for cross technology cases, such as Outlook, Intune, Active Directory, Azure. Show less

  • Supportability Program Manager - Intelligent Assignment

    Oct 2024 - now

  • Support Engineering Manager

    May 2021 - Oct 2024

  • Technical Advisor / Partner Technical Advisor

    Jul 2019 - Apr 2021

  • Support Engineer Level 2 with French - Exchange Server

    Feb 2014 - Jun 2019