Technical Support Service
Resume:
Curriculum Vitae
Personal information
First name/ Surname
Andrei – Vasile, Radu
Address
Costache Negri street, number 4, D2 block, 16th apartment
Telephone
Mobile:
********************@*****.***
Nationality
Romanian
Date of birth
16th of September, 1990
Gender
Masculine
Work experience
Dates
Occupation or position held
Main activities and responsabilities
Name and address of employer
Type of business or sector
Dates
Occupation or position held
Main activities and responsabilities
Name and address of employer
Type of business or sector
Dates
Nov 2015 - present
Helpdesk Analyst
o Log and manage support requests received via telephone and email from external customers, within the
specified time
o Analyse, troubleshoot and resolve customer issues - working towards resolution at first level within a timely
manner or reassign to the appropriate resource if this is not possible.
o Update the call logging system (ensuring that full and concise details of the nature of the incident are
recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners. This includes
providing and testing hardware
o Take ownership of calls and monitor through to resolution - this includes calls passed to other teams or
external support partners
o Maintain good relationships with customers, liaising with customers during the incident process to ensure
that they are kept informed of progress and relieve any stress or concern caused by support issues
o Carry out any other duties as reasonably requested by your line manager.
Oracle
Helpdesk/IT
Jun 2015 - Oct 2015
2nd line internal service desk support
o Troubleshoots via the phone hardware, software, and network operating problems and involves technical
resources to ensure resolution
o Applies understanding and knowledge of information systems products and services to assist users
o Identifies, investigates and researches user questions and problems as well as isolating and resolving
information systems problems
o Coordinates referrals to appropriate technical, professional, or service personnel
o Receives and prioritizes issues and forwards using appropriate escalation procedures
o Provides functional or task leadership
o Coordinates special projects and system upgrades
o Briefs customers and/or management on the status of resolution efforts
o Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel
o Recommends system or process improvements, including procedures, training, and enhanced
documentation
o All other duties as assigned
Xerox Romania
Helpdesk
Sep 2014 - May 2015
Occupation or position held
Catalog Associate - English
Main activities and responsabilities
- Handle the day-to-day volumes of the assigned tasks and ensure the given SLAs are met per quality standards
- Understand and correctly use Amazon's Retail Systems Platform(RSP) to support vendors and buyers in enhancing the retail selection on Amazon's online catalog
- Maintain records of day-to-day work by updating trackers to reflect work done
- If there is a possible default on SLAs or quality, flag the escalation in time to the manager or lead
- Interacting and coordinating with vendors/buyers to accurately reflect the Amazon catalog for price, product details and other product-related information
Name and address of employer
Amazon Development Center Romania
Type of business or sector
Retail
Dates
June 2013- September 2013
Occupation or position held
UK Resource Control
Main activities and responsibilities
- Develop effective solutions and respond promptly to internal/external client
scheduling requests
- Negotiate with customers to find win-win solutions for scheduling assessment
deliveries
- Manage the logistics of scheduling client calls, assessments, reports and editing;
work directly with client contacts to schedule delivery work
- Utilize on-line systems, tracking databases, and scheduling criteria to maximize
resource efficiency, team member engagement and firm profitability
- Update and maintain all necessary tracking information and online client
documentation in designated systems
- Be knowledgeable about the capacity level and current projects of the available
consulting staff
- Utilize client management data to satisfy specific client needs/preferences
- Participate in team events/weekly meetings; Participate on firm-wide teams as
needed
Name and address of employer
SCC Services Romania, Niciman Street, 2 700521 Iasi, Jud. Iasi Romania.
Type of business or sector
Helpdesk/Customer Support
Dates
September 2013- August 2014
Occupation or position held
Multiclient Service Desk Analyst
Main activities and responsibilities
- to provide technical support remotely consistent with established service agreement (SLA )
- to analyze and resolve reported incidents within the competences set
- to maintain contact with the client and other parties involved in resolving incidents - to act as technical support for field engineers
- to monitor and report incidents and issues raised; suggest medium and long term solutions
- to identify any particular customer requirement
- to decide impact activities ( emergency or incident )
- to update the records with the details of all actions taken and with new information obtained
- to provide solutions by phone, email or remote connection to incidents and requests according the SLA’s
Name and address of employer
SCC Services Romania, Niciman Street, 2 700521 Iasi, Jud. Iasi Romania.
Type of business or sector
Helpdesk/Customer Support
Education and training
Dates
October 2009- June 2013
Title of qualification awarded
Bacheloor Degree in Energetic Engineering
Principal subjects/occupational skills covered
Energy production and Distribution, Electrical Engineering
Name and type of organisation providing education and training
Technical University of Iasi
Dates
September 2005- June 2009
Title of qualification awarded
Highschool Graduation Diploma
Principal subjects/occupational skills covered
Mathematics, Informatics, Physics, English
Name and type of organisation providing education and training
‘Mihai Eminescu’ National College of Iasi
Dates
September 2001 – June 2005
Title of qualification awarded
Gymnasium Graduation Diplma
Principal subjects/occupational skills covered
Mathematics, English
Name and type of organisation providing education and training
‘Emil Racovita’ National College
Personal skills and competences
Mother tongue
Romanian
Other language(s)
Self-assessment
Understanding
Speaking
Writing
European level Listening
Reading
Spoken interaction
Spoken production
English
C2
C2
C2
C2
C1
French
A1
A1
A1
A1
A1 Common European Framework of Reference for Languages
Social skills and competences
I was a member of the Scout Organization, from where I have learnt how to adapt into a multicultural environment, to work in a team and to take responsibility of my actions, good or bad .I have good communication skills, written and spoken and I am, also a fast learner.
Organisational skills and competences
During my time as a Scout, I helped at the organization of different festivals and charity actions. I was a Scout squad leader and I have developed my leading and time management abilities, in order to touch the target deadline.
Technical skills and competences
During college I worked with various appliances, such as:
- Measuring and control apparatus
- Transformers and autotransformers
- Miscellaneous electrical machines and components
Other: -Problem solving and troubleshooting skills
- Laptop/Desktop setup and use
- Remote assistance
- General Hardware knowledge
Computer skills and competences
-Microsoft XP, 7,8 and 10 environments
-Microsoft Office 2003, 2007 & 2010
-Active Directory account creation and administration
-ansi C programming language
-Microsoft Server 2003/2008/2012 environment.
- HTML & CSS
-Microsoft Exchange
- Oracle Virtuale Box
- Linux
- IOS
Artistic skills and competences
I am a drummer for more than 5 years. I always loved music and making it, so I learnt to play drums by myself.
Other skills and competences
-multi-tasking
- working under stress conditions
-self-motivated, proactive and a self-starter
-prepared to travel both domestically and internationally
-I have a friendly and composed manner, even when working under pressure
-I am able to contribute to and stay focused on the company’s strategic plan
-I have excellent time management, organizational and planning skills
- I am prepared to complete appropriate professional training/education to improve my knowledge and abilities, some of which may be in my own time
Driving licence
B category ( cars)
Contact this candidate