Stefan G.

Sysops Engineer

555 dollar
Freelancer
11 years
Iasi, ROMANIA

My experience

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OnsiteApril 2018 - Present

*Performance and delivery of tasks within the time frame and resources constraints set forward;
*Performance of tasks and projects in line with instructions and objectives set;
*Delivering the highest levels of quality during the performance of work;
*Provide top-level technical guidance, customer support and administration for break/fix situations, installations, account creation, and advanced software support;
*Observing all applicable processes and procedures in the performance of work;
*Set-up video conferencing equipment, troubleshoot malfunctions, and assist customers in successful technology usage.
*Performing and completing tasks and responsibilities within deadlines provided;
*Support fellow technicians in global company locations, coordinating troubleshooting to resolve complicated software support issues;
*Providing IT support for the local staff as well as for remote workers including desktop support and end-user trainings;
*Management of servers and other intranet systems as well as telecom and network equipment;*Computer image creation and implementation, responsible for choosing and ordering all hardware, software and peripherals for the US organization.
*Participation in IT infrastructure design, development, maintenance and upgrade projects;
*Handling local IT and telecom vendor relations and purchases equipment and services as appropriate;
*Readily diagnose, analyze, and troubleshoot all PC hardware and software issues;
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SCCSeptember 2017 - April 2018

▪Providing a first point of escalation for the team in respect of technical support;
▪Problem monitoring, resolution and escalation;
▪Day to day ticket management;
▪Verification of priorities and data contained in the ticket;
▪Ensure that the process and procedures described in the Help Desk manual are followed;
▪Ensure that automatically populated data in the tickets is correct and correct any errors;
▪Update data bases to maintain their accuracy;
▪Perform symptom analysis on incidents to determine next course of action;
▪Participation in meetings with support teams;
▪Ensure that all of the terms and conditions specified in the Service Level Agreement are followed;
▪1st line analysis (on-hold incidents, mailbox);
▪Providing training for new joiners;
▪Support for VIP users;
▪Backlog Management (2nd Line Backlog);
▪Mailbox archive.
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CapgeminiMay 2015 - August 2017

*Providing a first point of escalation for the team in respect of technical support;
*Problem monitoring, resolution and escalation;
*Day to day ticket management;
*Verification of priorities and data contained in the ticket;
*Ensure that the process and procedures described in the Help Desk manual are followed;
*Ensure that automatically populated data in the tickets is correct and correct any errors;
*Update data bases to maintain their accuracy;
*Perform symptom analysis on incidents to determine next course of action;
*Participation in meetings with support teams;
*Ensure that all of the terms and conditions specified in the Service Level
Agreement are followed;
*1st line analysis (on-hold incidents, mailbox);
*Providing training for new joiners;
*Support for VIP users;
*Backlog Management (2nd Line Backlog);
*Mailbox archive.
*Monitoring the applications/servers/databases
*Performing daily/weekly/monthly health care checks
Customer Service Advisor▪Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on
initial contact;
▪Recording and classifying all incoming incidents with the appropriate priority, category and incident summary
details or error messages;
▪Proactive flagging incidents where no knowledge solution was found;
▪Meeting or exceeding the level of Service when responding to all incoming incident.

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EuroDemos Youth Mobility NGOApril 2015 - May 2015

*Youth Exchange Volunteer on the ERASMUS + program
*In the youth exchange experience with the Erasmus+ project I took part in many activities that were meant to develop our team spirit but also the ability to take action and make
decisions on spot.
*We had the pleasure to play treasure hunting games and create bonds between people from different countries in order to get to know more about other countries culture and traditions.
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IT Blog creatorSeptember 2013 - July 2014

*Creating blogs in order to advertise specific websites, activities and places.
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People InternationalSeptember 2009 - July 2013

* Going to Foster care houses
* Performing cleaning activities in the city
* Raising funds for Foster care houses
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Taxi bikeJuly 2011 - August 2011

*Driving people around Copenhagen in a rickshaw.

My stack

Languages

HTML, SQL

Other

customer support and administration, advanced software support, Helping and Advising Customers, IT infrastructure design, Problem monitoring, day ticket management, Perform symptom analysis, line analysis, Backlog Management, youth exchange experience, develop our team spirit, Onsite / Desktop Support, Desktop Support Technician, Senior Service Desk Analyst, Monitoring Engineer, Student Volunteer, Youth Exchange Volunteer, Management of servers and other intranet systems, Rickshaw Driver, End User Services Specialist, Diploma > Diploma English Language and Literature, Romanian, English, Microsoft Windows, French, PC Hardware, Microsoft Windows 7, help desk, VOLUNTEER, Technician, CUSTOMER SERVICE ADVISOR, SLA, customer service, IT support, Information Technology, Senior Analyst, support professional, Lean Six Sigma

IT Infrastructure

Windows

Others

Technical Support, ITIL, Troubleshooting

My education and trainings

Diploma, English Language and Literature - Universitatea "Alexandru Ioan Cuza'' din Iaşi2013 - 2016

High School Diploma - Theoretical High School2009 - 2013

Cambridge Certifcate ESOL Field Of Study English Language Grade C1 - University of Cambridge2010 - 2012