Ana-Maria Luca-Diaconescu

As a Senior Application Management Engineer, I am responsible for providing comprehensive application support for a key client in the international payments sector.

Key Responsibilities:

• Escalation Point & Team Leadership (acting as the primary escalation point for critical issues; leading and mentoring a team of application support engineers, fostering a collaborative and high-performance work environment; coordinating and managing team efforts during high-priority incidents, ensuring timely resolution and effective communication with stakeholders)
• Application Support & Maintenance (supporting critical payment applications, ensuring maximum uptime and minimal disruption to client operations)
• Continuous Improvement (identifying opportunities for process improvements and implementing best practices to enhance the efficiency and effectiveness of application support; developing and maintaining technical documentation, including standard operating procedures, configuration guides, and troubleshooting manuals)

As a Technical Support Engineer Tier 2/3 at HCL Technologies, I provided advanced software support for complex printing solutions. My responsibilities included handling escalated incidents, troubleshooting, resolving intricate software issues, and ensuring the highest quality standards in service delivery.

Key Responsibilities:

• Incident Response & Escalation Handling (handling escalated software incidents from Tier 1/2 teams; assisting on direct escalations primarily via telephone from regional field service operations and Customer’s Authorized Service Providers)
• Training & Knowledge Management (creating and updating comprehensive training plans, conducting training sessions for new joiners and existing agents requiring retraining on specific topics)
• Quality Assurance & Auditing (leading internal audits to ensure adherence to quality standards and best practices; monitoring and reporting on service performance metrics to ensure Service Level Agreements (SLAs) were consistently met)

As a Technical Support Engineer at SysAid Technologies Ltd, I provided expert technical support for SysAid's IT service management and ticketing system. My responsibilities included troubleshooting and resolving complex technical issues, ensuring seamless operation of the ticketing system, and maintaining high standards of customer satisfaction.

Key Responsibilities:

• Incident Management & Troubleshooting (managing and resolving customer support tickets related to the SysAid ticketing system)
• Professional Services Implementation (leading the implementation of SysAid's IT service management and ticketing system for new customers, starting from fresh installations)

As an Escalation Manager, I was responsible for overseeing the escalation and expedite process, ensuring timely resolution of escalated incidents and service requests. My role involved coordinating with technical teams from multiple service providers, initiating hierarchical escalation processes, and maintaining customer satisfaction throughout the escalation process.

Key Responsibilities:

• Escalation Management (initiating and managing the escalation and expedite process for incidents and service requests, ensuring adherence to established timelines and procedures)
• Feedback and Reporting (provided feedback to Service Desk agents, facilitating continuous improvement and skill development; assuring that Weekly/Monthly/Quarterly Reports were delivered within specified deadlines; creating Monthly/Quarterly trend analysis on escalations received)

As a Customer Service Advisor & Knowledge Manager, I provided service desk support for a client operating in the agriculture domain. My role involved undertaking initial diagnostics of incidents, accurately recording and classifying incoming incidents, and proactively managing knowledge to enhance service delivery and efficiency.

Key Responsibilities:

• Service Desk Support (undertaking initial diagnostics of incidents using available tools and resolving as many as possible on initial contact)
• Knowledge Management (identifying gaps in knowledge, creating new articles to enhance support; collaborating with client Service Management to implement ITIL-based Knowledge Management; ensuring accuracy and consistency in knowledge creation and maintenance)