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Technical Support Management

United States
April 28, 2016

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Paul-Radu Dan

**** * ***** ****, *********, PA **083 E-mail: Tel: 610-***-**** Green Card


Accomplished systems administrator with 15 years of experience managing server infrastructures and data-center. Effectively plan, install, configure and optimize the IT infrastructure to consistently achieve high availability and performance.

Proven ability to create and deliver solutions tied to business growth, organizational development and systems/network optimization. Skilled problem identifier and troubleshooter comfortable managing systems, projects and teams in a range of IT environments.

Highlights of IT Skills

LAN/WAN Administration

Project Management

Workflow Planning

Technical Support

Systems Installation,

Configuration & Upgrading

Productivity Improvement

Security Solutions

Professional Experience

EXL Services Private Limited, Cluj-Napoca, Romania December 2014 – January 2016

Outsourcing/offshoring management and analytics company serving the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, EXL has more than 24,000 professionals in locations throughout the US, Europe, Asia, Latin America, Australia and South Africa.

Lead Assistant Manager Technology Operations, System Engineer

•Supported two key clients to include American Express and Ace Insurance; assessed and diagnosed escalated problems, root cause analysis, providing quick work around to resolve

•Identified potential problems through proactive measures and do a trend analysis of those incidents

•Interacted with the external clients and troubleshooted network connectivity issues

•Ensured maximum uptime of all servers and systems including the exchange mailing platform and maintenance of more than one segregated windows domain

•Supported full operations from systems perspective by ensuring user management/ email management/ group policies management/ windows scripting/ automation;

•Ensured patch updates/ antivirus updates/ backups are being followed religiously

•Provided technical solutions as per requirements of clients/customers

•Worked closely with Information Security Group for ensuring all security parameters are in place;

•Managed team of 2 outsourced employees

•Coordinated with telecom and network service provider on timely execution of various telecom and network projects to include windows servers, domain controller, backup solutions

Bosch, Cluj-Napoca, Romania November 2013 – December 2014

The Bosch Group is a leading global supplier of technology and services.

IT Specialist for Manufacturing Execution Systems [MES]

Configured and secured IT applications

Coordinated start-up and change activities with internal and external parties

Organized and executed software maintenance measures, incident management

Developed new reporting tools (queries, applications )

Maintained and monitored production databases SQL / Oracle ( OLTP & OLAP )

MES – Managed monitoring, tracking, checking quality and packing products from production lines, ensuring production machine communication via xml telegrams with dedicated servers.

IT division networking (office network from production network), implement ACL's on production switches, management VLANs and IPs, WTS management, user and virtual machines management, computer service.

Separate IT networks - production from office, implementing automatic data backup, antivirus system on production area, implementation WTS - accessing machines from manufacturing area from the office network;

Trained production staff on data security; automated daily tasks (batch files, bash scripts)

S.C. Rehau Polymer S.R.L., Cluj-Napoca, Romania February 2008 – November 2013

Plastic Fabrication Company

Network/System Administrator for SE Europe

Installed, configured and maintained IT equipment (server, router, PC) operating systems, software applications locally, on site and remotely (SE Europe)

Designed, configured, implemented and managed Wireless and LAN networks, domain and user accounts management, management rights

Performed data backup and recovery for desktops and servers

Installed and updated security systems i.e. antivirus, secure remote connection etc.

Provided technical support to users by phone, secure remote connection

Collaborated with local service and IT equipment providers

Budget preparation, management IT spending

Constant tracking and updating IT maintenance contracts

UPC Romania, Cluj-Napoca, Romania January 2005 – February 2008

The 2nd largest cable TV operator in Romania

B2B Tier 1 Technical Support

Offered in-depth IT / networking / VoIP support via telephone and email for business clients

Maintained continuous communication and transfer of knowledge with numerous departments in the interest of offering an efficient and quick resolution for presented issues

Resolved tickets from THD (Technical Helpdesk ),situations that cannot be resolved instantly via phone (low internet speeds, telephony problems ), maintained communication with specific tech departments

Provided technical support via phone on UPC services

Gained and made use of advanced knowledge of company products, terms and conditions.

Maintained continuous communication and transfer of knowledge with numerous departments in the interest of offering an efficient and quick resolution for presented issues

Used Citrix platform (Clarify database)


Institution Phoenix College, 2000 – 2003; Cluj-Napoca, Romania

Specialization Computer network Administrator, Web servers

Diploma Thesis Server Administration

Fluent in Romanian

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