Alexandru Șmira

As an IT Analyst, I am responsible for ensuring the stability and efficiency of IT systems while supporting agile business processes. My key responsibilities include a mix of technical support, testing, troubleshooting, and working with various tools and environments:

• L2 Support for PeopleSoft: Offer Level 2 support on PeopleSoft, a Human Resource tool, helping users resolve issues and maximize the use of its HR modules, such as payroll, benefits, absences and employee records management.
• Issue Investigation & Resolution: Conduct thorough investigations of issues, identify root causes, and implement temporary workarounds and permanent fixes to minimize system disruptions.
• Application Performance Monitoring: Actively monitor the performance of key applications, identifying bottlenecks or potential issues early to maintain system performance at optimal levels.
• User Training & Support: Provide technical guidance and training to end-users, particularly for new software releases or system updates on PeopleSoft. In addition to general support, I offer in-depth training for new HR employees, ensuring they are fully equipped to use the platform effectively.
• HR Modules & Ticketing Systems: Work extensively with Neocase and Jira to manage and resolve tickets related to HR processes. I also utilize other internal HR tools to perform in-depth investigations.
• Testing & Quality Assurance: Perform functional testing across multiple test environments to ensure that fixes developed by Level 3 are accurate and meet the necessary specifications. Ensure these changes are safe to deploy into production environments.
• SQL & Database Analysis: Use basic SQL skills to query databases for troubleshooting and verifying data integrity, aiding in more efficient issue diagnosis and resolution.
• Fault Resolution & Configuration: Provide temporary and permanent solutions to faults, ensuring quick service recovery and minimizing downtime. Also, handle configuration changes as needed to tailor applications to specific entities requirements.

Additional Achievements:

• Winner of the "Innovation Trophy": Proposed and developed an enhancement idea named "KB Happy," a Machine Learning-powered solution designed to answer basic questions or resolve issues that employees might encounter with the tools they use for work. The innovation aimed to improve user experience by automating common support requests.
• Contributor to "PM Academy" Program: Participated in the internal "PM Academy" program, where I helped develop the "Purposeful INTRApreneurial HUB" project. This initiative focused on creating and maintaining a hub that enables employees to grow their entrepreneurial and intrapreneurial knowledge and skills, fostering innovation and business development within the company.
• ITIL 4 Foundation Certification: Earned the "ITIL 4 Foundation" certification, demonstrating a solid understanding of IT service management best practices, enabling me to contribute to continuous service improvement initiatives within the organization.

• - assisting customers to solve technical issues; - facilitating the identification, investigation, resolution, root cause analysis and product recommendations; - providing pre-and post-sales technical and sales support assistance; - contributing to ongoing Quality Improvement initiatives; - assisting the department for issues with Salesforce GDM or inContact; - delivering product training & product presentation to newcomers.
• Delegated with several Management responsibilities like: - creating and managing the reports necessary to extract the data that will allow us to track the KPIs; - extracting and analyzing the statistical data from several tools such as
• Salesforce, inContact and Tableau; - responsible for the creation and continual service improvement of the
• Standard Operation process for the department; - weekly reminders to the team for the missing information on the closed cases.

• - providing technical and software support for 15 different clients (over 100.000 employees) regarding their mobile devices (smartphones, tablets, scanners
• PDAs and MiFi devices); - identifying and solving software issues regarding device operating systems, carrier related corporate management using various MDMs tools and platforms such as AirWatch, inTune, Soti, Maas360 and MobileIron; - using systems such as Salesforce CRM to create and document cases for phone calls and emails; - identifying and solving hardware issues regarding accessories or mobile devices, helping and guiding both technical and non-technical personnel within the business.

• - providing technical and customer support, including procedural documentation; - accurately answering questions and addressing client concerns to solve customer's issues, through phone and email; - using specific systems and platforms to solve various issues that the customer encountered; - scheduling call backs to facilitate the research and investigation for more complicated scenarios, escalating to superior when necessary; - following up with escalation response and resolution to ensure customer satisfaction.

• - managing existing portfolio of customers; - forming new relationships and maintaining the existing ones with the companies from the customer's database; - providing support and offering consultancy regarding the available products to ensure the customer makes his best choice.