Pascal F.

Sysops Engineer

435 dollar
Freelancer
14 years
Iasi, ROMANIA

My experience

More

SCCOctober 2018 - Present

remote technical support for customers
- Information Technology
- Standard Operating Procedure (SOP)
- Data Reconciliation
- gather customer's information and determine the issue by evaluating and analyzing the data provided by customers
- keeping the record of the support cases & reporting to the Support Lead on a daily basis
- Service-Level Agreements (SLA)
- Performance Improvement
- Quality Improvement
- Technical support
- Service Operations
- Service Providers
- Escalation matrix
- Printer troubleshooting
- Software troubleshooting

Tools used :
- Active Directory
- RSA Security
- Virtual Private Network (VPN)

Page - Citrix
- HPSM
- Service Now ticketing system
- McAfee
- Cisco Systems Products
- Data Analysis
- Aerohive
- Webex
- Sharepoint
- Exchange
- Symantec Encryption
More

GenpactMarch 2018 - September 2018

provide remote technical support for customers to resolve incidents
- Information Technology
- Standard Operating Procedure (SOP)
- Data Reconciliation
- gather customer's information and determine the issue by evaluating and analyzing the data provided by customers
- keeping the record of the support cases & reporting to the Support Lead on a daily basis
- Service-Level Agreements (SLA)
- Performance Improvement
- Quality Improvement

Tools used :
- Active Directory
- RSA Security
- Avaya Communication Manager
- Cortex
- Virtual Private Network (VPN)
- Citrix
- HPSM
- BMC Remedy
- BMC Remedy Ticketing System
- McAfee

- DLP
- VDI
- Symantec Endpoint Protection
- Cisco Systems Products
- Data Analysis
- Aerohive
More

Xten GroupNovember 2012 - August 2018

Freelancer Administrator

- advertising website manager
- support manager
- website's maintenance and keeping it up to date
- web marketing / SEO
- web design
- web hosting
- sales management
- campaign budget management
- incident Reporting
- experience in online selling and advertising
- experience with end-client , customers

Tools used :
- Photoshop
- Bootstrap
- WordPress
- Magento
- PrestaShop
- OpenCart
- Drupal Commerce
- Zen Cart 
More

Self-employedOctober 2007 - October 2012

Webesign, Web Advertising

My stack

Multimedia

Adobe Photoshop

Frameworks

Prestashop, WordPress, Bootstrap, Magento

Application servers

Microsoft SharePoint

Other

Software Specialist, Administrator, customer support, Citrix Winframe, Website Design, Website Manager, remote technical support, Support Manager, Nondestructive Testing, Service Desk Analyst, Data Encryption, Standard Operating Procedure, Information Technology, Communication Manager, DLP, SLA, industry~customer-service, a freelancer, SOP, Client Service Analyst, Microsoft Exchange Server

IT Infrastructure

VPN, Active Directory

Others

Remedy, Spanish, Symantec, Technical Support, Troubleshooting

My education and trainings

Technician - Grup Scolar Radu Cernatescu2003 - 2007