Lucian Cojocaru
Salesforce Administrator at Deloitte Digital Romania- Claim this Profile
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Bio
Credentials
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Salesforce Certified Administrator
SalesforceJun, 2022- Nov, 2024 -
Excel Essential Training (Office 365/Microsoft 365)
LinkedInJul, 2021- Nov, 2024 -
Google IT Support Certificate
CourseraMay, 2021- Nov, 2024
Experience
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Deloitte Digital Romania
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Romania
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IT Services and IT Consulting
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300 - 400 Employee
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Salesforce Administrator
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Nov 2021 - Present
• Took part in an intensive Salesforce bootcamp, covering the necessary knowledge needed for administering and developing different Salesforce Orgs and features, based on client requirements and needs; • Proactively participating in the development lifecycle of the project, by working on implementing/modifying features, based on User Stories and technical documentation in Jira; • Tools used: Salesforce Setup environment, VS Code, GitHub, Sourcetree, IntelliJ, Azure DevOps. • Took part in an intensive Salesforce bootcamp, covering the necessary knowledge needed for administering and developing different Salesforce Orgs and features, based on client requirements and needs; • Proactively participating in the development lifecycle of the project, by working on implementing/modifying features, based on User Stories and technical documentation in Jira; • Tools used: Salesforce Setup environment, VS Code, GitHub, Sourcetree, IntelliJ, Azure DevOps.
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HCLTech
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India
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IT Services and IT Consulting
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700 & Above Employee
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Salesforce Business Administrator
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Apr 2021 - Nov 2021
• Data interpretation/analysis, based on statistics and report retrieval; process used in discovering new ways of automating recurring tasks, increasing efficiency and work quality. • Database development/implementation, data collection sets. • Data retrieval from primary and secondary sources, used for keeping databases up-to-date, according to daily changes. • Data filtering and data cleansing are part of my daily tasks. Primary method used to accomplish them is Salesforce reporting. • Searching and identifying new opportunities for continuous process improvement. Show less
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Capgemini
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France
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IT Services and IT Consulting
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700 & Above Employee
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Incident Manager
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Jul 2019 - Apr 2021
• Assisting Higher Management in the process of business services on a regular basis. My personal aim is to improve service quality where necessary, and to identify more economical ways of providing a service where needed, providing daily results, and ways of making the job easier, also increase the quality. I must identify areas where the targeted process is not reached, where our Agents always meet gaps/issues, and to act, to gather my managers and provide issue + solution.• As an Incident Manager, I must verify if improvement initiatives, brought by me or my colleagues are proceeding according to plan, and to introduce corrective measures where necessary, in case gaps appear again.• Handling new incoming cases, assigning them further, to Resolving IT Groups, depending on the issue; assigning tickets to our Service Desk agents, for a proper resolution, or when a ticket does not meet the proper troubleshoot/information.• Creating daily/weekly/monthly reports, regarding Service Desk performance, cases/calls handled, breached/achieved SLA tickets in our queue/Resolving IT Team queue.• Taking care of Daily Backlog, assuring the Service Level Agreement will be met, keeping our KPI at a high standard, according to Internal Company Policies.• Assisting Service Desk agents with cases/questions that are not easily understood.• Creating special reports/dashboards for our Service Desk Management, or for Resolving Groups, depending on requirements/needs.• For reporting, tools used are Microsoft Office Excel/PowerPoint, ServiceNow and internal telephony tools.• ServiceNow Training for New Team Members, for accommodation and a better understanding of its features. Show less
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Knowledge Transfer Gatherer
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Jun 2019 - Jun 2019
• Participating in daily meetings with future clients, obtaining information about their internal processes, and the roles/permission our Service Desk will have, for each situation.• Creating Knowledge Articles, for Service Desk agents to have a proper guidance.• Above mentioned Knowledge Base Articles will receive a double-check from Knowledge Team Lead, before sending documentation further, to Client SME, for the final approval.
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Senior Analyst
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Jan 2019 - May 2019
• Performing higher technical troubleshooting and assisting 1st Line Agents.• Onboarding/Offboarding Employees/Contractors, by using Active Directory, Exchange Management Shell/Power Shell.• Usage of PowerShell Scripts for daily tasks.• Creating/Modifying Object in Microsoft 365 environment:- Granting/revoking licenses to different services or Cloud-based apps for users.- Creating/removing Objects in the Exchange/Office 365 Admin Console (either by using GUi or PowerShell Cloud-based Modules).• Handling Network Folder permissions per user/bulk requests.• Creating ITSM Remedy accounts and granting needed permission.• User management in UserSync. Show less
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Customer Service Advisor
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Apr 2017 - Dec 2018
• Handling daily incoming contacts from Clients, via Phone, Chat, or E-mail.• Handling new incoming tickets and Backlog tickets, according to the SLA.• Performing basic/technical troubleshooting, depending on the existing issue.• Handling Major Incidents, creating tickets per issue, obtaining all the information needed and assigning the ticket to the Resolving Team. Also, involving the MIM Team, as per process.During my role as a Customer Service Advisor, I had the pleasure of working with Microsoft Office Package, ITSM Remedy, ITSM ServiceNow, Citrix, RSAT Package, Remote Desktop tools, ManageEngine, SAP Systems GUI.During my role as a Customer Service Advisor, I have been fulfilling the backup role for Incident Manager, lasting on a period of 3 Months.Incident Manager Backup tasks: assisting with daily/weekly/monthly Reports, handling Daily Backlog cases, taking part in Client Meetings. Show less
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Education
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2012 - 2018
Universitatea Tehnică „Gheorghe Asachi” din Iași
Lucrarea de Licenta - Proiectare Poduri Metalice, Cai Ferate, Drumuri si Poduri
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