Luminita Stefan

Experience

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  Stefanini- John Deere

  Aug 2011 - Nov 2012

  IT Security Analyst

  • Managed daily security operations across global infrastructure supporting 10,000+ users, maintaining 99.9% system integrity and zero major breaches during tenure.• Conducted vulnerability assessments and compliance audits, identifying and remediating 95% of critical risks within SLA and improving audit readiness across departments.• Collaborated with cross-functional teams to implement security controls and access policies, reducing unauthorized access attempts by 30%.• Delivered security awareness training to 200+ employees, increasing phishing detection rates by 40% and strengthening organizational security posture.• Supported incident response and forensic investigations, contributing to faster resolution of security events and enhancing reporting accuracy for executive stakeholders. Show less

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  Electronic Arts (EA)

  Nov 2012 - Mar 2014

  Service Desk Technician

  • Resolved 1,000+ technical incidents annually, maintaining an average first-response time under 15 minutes and achieving 95%+ first-contact resolution rate.• Supported global gaming infrastructure, contributing to 99.9% uptime across critical systems and services used by millions of players worldwide.• Collaborated with cross-functional teams to troubleshoot hardware, software, and network issues, reducing recurring incidents by 20% through root cause analysis and proactive fixes.• Delivered onboarding and IT setup for 100+ new employees, streamlining access provisioning and reducing setup time by 30%.• Documented support workflows and knowledge articles, improving internal resolution efficiency and enabling 20% faster ticket handling by junior technicians. Show less

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  Microsoft

  Mar 2014 - Oct 2025

  • Directed planning and execution of Customer Success Contracts across 70+ enterprise accounts, SMB and SMC accounts, maintaining a customer satisfaction score (CSAT) above 90% and ensuring 100% renewal rate for strategic contracts.• Aligned territory strategy with executive stakeholders, influencing regional cloud transformation plans and contributing to €20M+ in incremental cloud revenue over three years.• Coordinated account integration and portfolio reviews, resulting in 20% faster onboarding and 25% improvement in customer success planning efficiency.• Coached and developed a diverse team of 15 CSAMs, achieving 100% team certification in Microsoft Cloud Fundamentals and increasing internal mobility by 40% through targeted skilling programs.• Resolved high-impact escalations, reducing average resolution time by 30% and strengthening executive relationships across C-level stakeholders• Promoted inclusive hiring and performance practices, increasing team diversity by 25% and improving onboarding satisfaction scores by 15%. Show less • Delivered proactive service planning and lifecycle management across 40+ enterprise accounts, resulting in 95%+ customer retention and consistent CSAT scores above 90%.• Facilitated 100+ training and enablement sessions, accelerating cloud onboarding and boosting Azure and Microsoft 365 usage by 25% within the first 6 months of engagement.• Led incident resolution and escalation management, reducing average resolution time by 35% and improving stakeholder satisfaction across technical and business teams.• Acted as a trusted advisor, influencing digital transformation roadmaps and contributing to €15M+ in cloud services expansion across strategic accounts.• Designed and delivered internal skilling programs, enhancing team capabilities and achieving 100% certification rate in Microsoft Cloud Fundamentals and Security. Show less • Delivered global incident management training to 15+ vendor teams across EMEA and APAC, improving incident response times by 30% and reducing repeat escalations by 25%.• Managed career development and performance reviews for 10 direct reports, achieving 100% completion rate for development plans and increasing internal promotion readiness by 40%.• Ensured SLA and KPI compliance across multi-region service delivery teams, maintaining 98–100% SLA adherence and driving 20% YoY improvement in operational efficiency metrics.• Collaborated with global stakeholders to align change management initiatives with business goals, contributing to successful rollout of 3 major service delivery transformations. Show less • Led quality assurance and billing oversight for incident teams supporting 100+ enterprise accounts, ensuring 99% billing accuracy and compliance with global service standards.• Delivered onboarding and training programs for 50+ new hires, accelerating time-to-productivity by 40% and improving onboarding satisfaction scores by 20%.• Piloted new services and reporting frameworks, resulting in 25% improvement in incident trend visibility and enabling data-driven support planning across regional teams.• Reviewed and optimized premier support cases, reducing repeat escalations by 15% and enhancing customer trust through consistent follow-through and root cause analysis.• Collaborated cross-functionally with engineering and account teams to align support strategies with business priorities, contributing to €10M+ in retained support contracts. Show less

  • Manager of Customer Success Account Managers

    May 2021 - Oct 2025

  • Senior Customer Success Account Manager & Trainer

    Oct 2018 - May 2021

  • Business Program Manager

    Jun 2017 - Oct 2018

  • Service Incident Manager / Senior Service Incident Manager / Premier Case Reviewer

    Mar 2014 - Jun 2017
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  Ask Yourself NGO

  Oct 2024 - now

  Trainer/Collaborator

  Designing and implementing training sessions through ERASMUS + EU ProgramsTrainings in Nonformal Education Methods used in ERASMUS+ projects