Alin Tiganesteanu
Desktop Systems Specialist Level 2 - Verifone
Bucuresti
Summary
Expert Desktop Specialist ready to take ownership of installing and maintaining Windows, Linux and Mac os systems. Provides cost-effective resources to maintain efficiency and performance levels. Dedicated to applying novel management approaches to reduce support costs and minimize service calls.
Overview
7
7
years of professional experience
16
16
years of post-secondary education
Work History
Desktop Systems Specialist Level 2
Verifone
2 2023 - Current
- Advanced Technical Support: Provide Level 2 technical support for a wide range of IT issues, including hardware, software, network, and infrastructure problems
- Analyze, diagnose, and resolve complex technical problems efficiently and effectively.
- Incident Management: Handle escalated incidents from Level 1 support and manage them through to resolution, ensuring minimal downtime and disruption for end-users
- Document incidents and maintain a knowledge base of solutions.
- User Support: Deliver exceptional customer service by assisting end-users with their technical needs
- Communicate solutions clearly and in a user-friendly manner, ensuring that end-users are comfortable with the resolution process.
- System Maintenance: Contribute to the maintenance and optimization of IT systems, including Active Directory, Azure, and Intune
- Perform routine system checks, updates, and patch management to ensure system integrity and security.
- Technical Documentation: Maintain detailed documentation of IT configurations, processes, and solutions
- Ensure that documentation is up-to-date and accessible for both internal teams and end-users.
- Team Collaboration: Work closely with other IT teams, including Level 1 Helpdesk Engineers and IT administrators, to resolve issues and contribute to ongoing projects
- Share knowledge and expertise with colleagues.
- Security and Compliance: Assist in implementing and maintaining security best practices and compliance standards within the IT environment, ensuring the confidentiality and integrity of sensitive data.
- Training and Mentorship: Provide guidance and mentorship to Level 1 Helpdesk Engineers, helping them develop their technical skills and grow within the organization.
- Project Support: Participate in IT projects, such as system upgrades, migrations, and deployments
- Collaborate with project teams to ensure successful project outcomes.
Underwriter Analyst
2Checkout (now Verifone)
05.2021 - 02.2023
- Understand and apply compliance standards specific to eCommerce domain
- Review and decide on new applications
- Take ownership and responsibility for accounts during the underwriting process
- Review active accounts annually
- Review and process account updates as needed
- Review general documentation to ensure validity and compliance
- Communicate and assist via email, internally and externally, to ensure all the details needed for underwriting are available
- Monitor the system and suggest improvements in order to streamline the workflow
- Monitor metrics in order to effectively manage and mitigate risk in regards to the vendor portfolio
- Understand and balance between mitigating company risk and loss in revenue
- Reviewing merchant applications using in house tools and doing external research
- Researching and applying information during the review process, and updating internal documentation with your findings
Tehnical and Comercial Support With Bitdefender L1
Valoris
12.2019 - 05.2021
- Handling Level1 technical and commercial requests.
- Multi-channel customer service via tickets, phone and chats;
- Work in shifts to cover a 24/7/365 schedule;
- Managing subscription plans and customers accounts if possible if not escalating to upper level.
- Handling refund requests and disputed orders.
- Increased focus and problem-solving skills.
- Improve my analytical thinking, by being part of a team that works closely with the Incident Management Team;
- Maintain and develop a broad technical knowledge of Bitdefender`s features and services;
- Offer solutions to issues that are often non-standard or non-routine;
- Adapt and develop prioritization skills by identifying appropriate resolutions within the required time frame based on SLAs;
- Report performance or technical defects;
- Acquires complete information in order to escalate complex issues to the upper tiers;
- Build, assimilate, implement, audit and improve working procedures.
Attandant
SC Orion Bet SRL
07.2019 - 09.2019
- Meeting customers and serving them with protocol drinks, making payments on slot machines, communicating and listening to the needs of each client, cleaning the games room
Security and video monitoring systems
SC MAXBET SRL
12.2018 - 05.2019
- Monitoring and supervision of the activity in the work points / game rooms
- The recording and reporting of events in accordance with the rules and regulations in force of the company
- Granting specialized technical support to the staff in the game rooms
- Maintaining and archiving the department's database.
Attendant
SC Maxbet SRL
07.2017 - 12.2018
- Meeting customers and serving them with protocol drinks, making payments at the slot machines, communicating and listening to the needs of each client, cleaning the games room
Education
Bachelor's degree -
Universitatea din Bucuresti
01.2018 - 01.2021
High School Diploma -
Liceul Teoretic Zimnicea
04.2001 - 01.2014
Skills
365 suite
Application support
Preventive Maintenance Management
Fast learner
Technical Troubleshooting
Employee Onboarding
Data Backup and Recovery
Training and mentoring
Documentation Management
Capacity Planning
Server Management
Software Installation
Multitasking
Problem-solving abilities
Teamwork and Collaboration
Personal Information
Driving License: B
Languages
Romanian
Native language
English
Advanced
C1
Timeline
Underwriter Analyst
2Checkout (now Verifone)
05.2021 - 02.2023
Tehnical and Comercial Support With Bitdefender L1
Valoris
12.2019 - 05.2021
Attandant
SC Orion Bet SRL
07.2019 - 09.2019
Security and video monitoring systems
SC MAXBET SRL
12.2018 - 05.2019
Bachelor's degree -
Universitatea din Bucuresti
01.2018 - 01.2021
Attendant
SC Maxbet SRL
07.2017 - 12.2018
High School Diploma -
Liceul Teoretic Zimnicea
04.2001 - 01.2014
Desktop Systems Specialist Level 2
Verifone
2 2023 - Current