Experience

MIND CTI

• United States
• Software Development
• 100 - 200 Employee

• Team Leader, Managed Services

  • Apr 2010 - Present

  - Providing 2nd level technical support for company's customers- Working closely with customers on service bureau/managed services tasks- Leading the team to achieve the important goals we have for each teammember and for the entire team.- Monitoring the service requests received from customers. Assigning tickets tothe team members and supervising their resolution- Developing support procedures for different types of service request- Training/coaching team members and ensuring a professional attitudetowards the customer- Troubleshooting, solving and escalating service requests. Reporting software bugs to the relevant department- Preparing software system upgrade procedures for real time systems, assuringminimum downtime and upgrade rollback scenarios- Understanding customer business model and implement it into the billing system- Identifying potential problems in the customer system and taking the necessaryactions to prevent them- Working closely with other departments (R&D, QA) in reproducing and solvingsoftware bugs Show less

• Support Engineer

  • Apr 2006 - Mar 2010

  - On site installation and configuration of company's billing and customer careapplications for telecommunications service provider- Oracle database installation and configuration- End users training and business models implementation- Remote technical support via on line trouble ticketing system, phone,conference and remote access to customer servers.



SC PETAL SA

• Husi, Romania

• IT System Administrator

  • Oct 2001 - Apr 2006

  ▪ PC Network administration ▪ Phone lines support ▪ Technical drawing/design (CAD) ▪ PC Network administration ▪ Phone lines support ▪ Technical drawing/design (CAD)