Experience

Lidl România

• Romania
• Retail
• 700 & Above Employee

• IT Support Analyst - Infrastructure

  • Aug 2022 - Present



Cegeka

• Belgium
• IT Services and IT Consulting
• 700 & Above Employee

• Network Operations Center Technician

  • Nov 2018 - Aug 2022

  Tasks/Responsibilities:• Monitor the customers’ IT infrastructures (servers, network devices, applications) via agreed monitoring tools and participate in the solving process by performing troubleshooting steps described in the Knowledge Base articles; • Analyze the support requests sent by customers by phone, email, or ticketing tools and document the steps are taken to solve them; • Follow-up on tickets and escalate following priority, impact, and SLAs; • Offer regular feedback to the affected customers on the status of the support request in accordance with priority; • Worked in close collaboration with colleagues (team) to ensure that service delivery to the customer is of the highest standard and within SLAs; • Perform daily, weekly, monthly checks on the customers’ IT Infrastructures by following the agreed on work instructions; • Worked under the company’s quality standards, procedures, processes, and work instructions; • Report any inaccuracy found in the processes, procedures, or work instructions; • Bring improvement ideas related to the processes, tools, or the entire activity of the team; • Contribute to the positive morale and the enjoyable atmosphere within the team; • Attend training and team meetings.Knowledge and experience with:- Windows Server 2003, 2008 R2, 2012 R2, 2016;- Active Directory, DNS, GPO;- Virtualization products (Vmware, Hyper-V);- Microsoft SQL Server 2008, 2012;- Microsoft Exchange Servers (2010, 2007, 2003;- Citrix XenApp;- Monitoring solutions (SCOM, Zenoss);- Backup solutions (Symantec Backup Exec, Veeam, Microsoft System Center);- Antivirus solutions (Sophos Cloud, Symantec Endpoint Protection);- Patching (SCCM, WSUS).