Technical Support

RAZVAN TOLBARU

******.*******@*****.*** +1-905-***-****

**** ***** ****, ********, ** L6J 5M1

SUMMARY

Passionate senior support engineer with strong and extensive technical expertise, always up to date in an ever changing environment with a go the extra mile attitude. Fast learner, easily understanding complex technical processes, offering high level of support, feeling great in a multicultural dynamic team.

SKILLS & CERTIFICATIONS

Linux (Red Hat, Ubuntu)

UNIX Shell Scripting

Oracle DB 11g, 12c

JD Edwards EntrepriseOne

WebLogic application server

HP OpenView

Nagios Monitoring Tool

BMC Remedy Ticketing Tool

TCP/IP Networks

Microsoft SQL Server

Exceed, Xming

Toad, SQLDeveloper

Service Level Management, Problem Management

Major Incident Management

ITIL Foundation v3

ITIL Service Operation

HP – Fundamentals of the UNIX System

POSIX Shell Programming

Oracle database: Introduction to SQL ed1 PRV

WORK EXPERIENCE

Senior Technical Support Engineer, ORACLE Feb 2015 to Jan 2016

Handled and resolved Service Requests for JD Edwards EntrepriseOne application;

Contributed to proactive support activities according to the product support strategy and model;

Focused on managing customer expectations throughout the Service Requests lifecycle;

Contributed to Knowledge Management content creating and ensuring information was up to date

Installed, maintained and troubleshoot all application servers across multiple platform environments - Windows, Linux using different databases - Oracle Databases, SQL, and application servers Weblogic, Websphere along with replicating the reported behavior.

Operating Support System Engineer, Ericsson Dec 2013 to Feb 2015

Have been assigned to work on the 3G/4G Refarming Campaign (Jul/Aug 2014), being part of the team that offered full time support for Orange Switzerland in increasing signal coverage from an estimated 80% to 85% of the Swiss population.

Managed the Overall System Administration of Radio Network Controllers and Base Station Controllers;

In charge of end to end troubleshooting for Fault Management, User Management, Software/Hardware Management, Performance Management;

Resolved Trouble Tickets and Change Requests according to the Service Level Agreements

Handled services for multiple Linux distributions (RedHat and SuSe, CentOS) along with installing, administering and patching activities for the managed servers;

On-call/pager duty support (primary or backup) along with being responsible for communication with external suppliers.

Incident Manager, Ericsson Apr 2012 to Dec 2013

Member of the team that handled all the critical incidents during the London Summer Olympics, with a 20+ million people attendance.

Responsible for IT&C recovery of the service, ensured that all required resources were involved in the recovery process and, if needed managed the escalation process;

Lead customer communication flow and shared information with Customer Management; provided an Executive Summary to the stakeholders (Service Delivery Manager, Operational Management, and Customer’s Management).

Assured service restoration and provided input to root cause analyses for the Problem Management Team;

Coordinated all handover activities ensuring a smooth transition between shifts.

Provisioning Engineer, Ericsson Nov 2010 to Apr 2012

Coordinated the 2011 X-Mas activation campaign for H3G UK, totaling an excess of 150k SIMs.

Ensured monitoring and troubleshooting provisioning flows for telecom providers;

Worked with ITIL framework Service Level Agreements and Working Level Agreements;

Provided technical information to dedicated support teams;

In charge of debriefing customer technical staff.

Service Layer Engineer, Ericsson Aug 2009 to Oct 2010

Monitored the alarms generated and performed basic restoration actions;

Focused preparing the future planned works and reviewed existing documentation.

Network Technician, S.C. IMSAT May 2008 to Aug 2009

Network Technician, S.C. Dynasoft Sept 2006 to May 2008

EDUCATION

Polytechnic University in Bucharest

Bachelor’s degree, Major in Electronics Engineering

FOREING LANGUAGES:

English – Proficient

French – Beginner

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