Adrian Popa

Level 2 support on 2 projects: LG and Microsoft

Role description: Providing software troubleshooting support within Microsoft and LG

Microsoft:

• Diagnosed issues with the Office package for small business owners, resolving tickets raised by them
• Contact via email and phone
• Experience with PowerShell, PowerPoint, Excel, Outlook - handling licensing issues, functionality, billing, tips & tricks

LG:

• Providing support for HPBX and IMS, assisting end users with unified communication issues
• Acquired skills and competencies: Office 365,
• Troubleshooting, Microsoft Exchange, PowerShell, technical support.

• Prepared and developed training materials, visual aids and handbooks for relevancy and consistency.
• Conducted hands-on workshops, resulting in better practical skills among trainees.
• Promoted a culture of continuous learning through interactive seminars and webinars.
• Designed training and development programmes for individual and group instruction.
• Started training department on a project with Data Harvestings and Training Plan Creation
• Conducted New Hire Trainings as well as Refresher Trainings

• Promoted from Service Desk agent
• Conducted studies focused on analysing current strategies and evaluating feasibility and potential results of proposals.
• Drafted procedure manuals, work definitions and standard operating procedures by job title or work area.
• Increased productivity by effectively delegating tasks amongst team members.
• Acted as a backup for the Trainer Specialist and Quality Specialist

• Taking calls, chats and emails from end users
• Troubleshooting basic IT problems regarding Windows, Office, legacy systems, networking, unified communication
• Documenting every call through ticketings systems (HPSM, ServiceNow)
• Resolving existing tickets in backlog

Worked as a sales representative in a retail store, selling phones and telecom solutions / solving problems regarding these aspects.

Working as a sales representative in a retail store, selling phones and telecom solutions / solving problems regarding these aspects.

• Providing the customer with information about a company's products or services in order to create interest in the brand
• Helping telesales teams identify and qualify potential sales leads
• Providing reliable and actionable data to support the telesales team to increase efficiency and productivity
• Pre-qualifying prospects to make the work of sales teams easier
• Generating repeat business by promoting new offers to customers
• Converting customer inquiries into sales opportunities
• Providing market research through outbound calling
• Surveying customer satisfaction