Andreea Bidirliu
IT Security Service Delivery Manager
Iași
Summary
Accomplished Cloud Security Operations Manager with a proven track record at AppsbrokerCTS, enhancing cybersecurity posture through strategic incident response and vulnerability assessments. Skilled in operations management and problem-solving, achieved a retention rate over 90%, significantly reducing risk exposure. Expert in Google Cloud Platform products and services , fostering strong client relationships and drive continuous improvement.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
7
7
Certifications
Work History
Cloud Security Operations Manager
Appsbroker-CTS
Iasi, Iasi
08.2023 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Monitored SOC systems to quickly respond to potential breaches or incidents, maintaining cloud environment secure at all times.
- Developed customized cybersecurity training programs tailored to unique needs of different organizations
- Improved security operations efficiency by implementing new protocols and procedures for different business departments.
- Fostered strong security culture within organizations by promoting awareness campaigns, hosting educational events, and providing ongoing support for end-users.
- Analyzed trends in security threats to proactively address potential issues before they escalated.
- Completed vulnerability scans to identify at-risk systems and remediate issues.
- Responded swiftly to security incidents (P1s) and effectively resolved breaches within SLA timing.
- Reduced risk exposure with proactive identification and remediation of system vulnerabilities.
- Developed strategic roadmaps outlining short-term and long-term objectives for strengthening organizational cybersecurity posture.
- Oversaw penetration testing activities, identifying vulnerabilities in critical systems before they could be exploited by malicious actors.
- Created cybersecurity best practice communications to educate staff against known threats and potential vectors of attack.
- Collaborated with cross-functional teams to ensure seamless integration of security measures across all business units.
- Managed incident response efforts, efficiently resolving breaches and minimizing downtime for affected systems.
Service Delivery Manager
AppbsrokerCTS
Iasi, Iasi
06.2022 - 08.2023
- Successfully managed over 20 accounts across various domains, achieving retention rates of over 90% by creating support strategies
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Led cross-functional teams to achieve project goals on time and within budget.
- Streamlined customer onboarding process (for Google Cloud) for accelerated product adoption and increased retention rates.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes across departments
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships
- Streamlined operations for improved customer satisfaction and retention rates - CSAT and NPS.
- Reduced client escalations through proactive issue identification and resolution strategies.
- Coordinated with internal teams (application support, platform support, security teams) to provide prompt support and address client needs efficiently.
- Monitored metrics (KPIs) and developed actionable insights to improve efficiency and performance.
Senior Service Delivery Manager
HCL Technologies
Iasi, Iasi
05.2019 - 06.2023
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Conducted regular reviews of service offerings, identifying market gaps, and recommending new solutions accordingly.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Planned and managed full project lifecycles, from conception through final completion.
- Contributed to internal and external account reviews.
- Implemented and supported Xerox Products at client site.
- Collaborated with manufacturing and supply chain management.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Supervised operations of 24-hour customer service desk staffed by 20 team members.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Senior Quality Analyst
Alten
Iasi, Iasi
05.2018 - 05.2019
- Streamlined quality assurance processes through development of comprehensive test plans and checklists for aerospace industry.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Collaborated with Product Development teams to establish performance baselines for new products, setting high standards that guided ongoing QA efforts from inception through release.
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
- Reduced production errors by training team members on best practices in quality control and continuous improvement techniques.
- Collaborated with cross-functional teams to establish quality standards, ensuring alignment with organizational goals and objectives.
- Facilitated open lines of communication between departments, fostering culture of continuous improvement and shared accountability for product performance.
- Oversaw test planning, workload balancing and assignment delegation.
- Administered over 20 internal quality audits and assessed results to inform corrective action measures
- Streamlined quality assurance processes through development of comprehensive test plans and checklists
- Improved product quality by implementing rigorous testing protocols
Education
Master of Science - Department of Computer Science And Engineering
Technical University Gheorghe Asachi Iasi
Romania, Iasi 09.2018 - 07.2021
Medical Bioengineering - Bioengineering, Romania
University of Medicine And Pharmacy Grigore T.Popa
Iasi, Romania 10.2013 - 07.2018
Skills
Operations Management
Certification
Google Cloud Certified - Cloud Digital Leader
Timeline
Cloud Security Operations Manager
Appsbroker-CTS
08.2023 - Current
Google Cloud Certified - Cloud Digital Leader
03-2023
Service Delivery Manager
AppbsrokerCTS
06.2022 - 08.2023
Intro to Service Management with ITIL 4
03-2022
Interpersonal Communication
03-2022
Managerial Excellence Program for Tenured Managers by Franklin Covery
01-2021
Agile Foundations Course by Project Management Institute
05-2020
BULATS - Business Language C2 Certification
02-2020
Maste Certificate in Business Management William L Evans
02-2020
Senior Service Delivery Manager
HCL Technologies
05.2019 - 06.2023
Master of Science - Department of Computer Science And Engineering
Technical University Gheorghe Asachi Iasi
09.2018 - 07.2021
Senior Quality Analyst
Alten
05.2018 - 05.2019
Medical Bioengineering - Bioengineering, Romania
University of Medicine And Pharmacy Grigore T.Popa
10.2013 - 07.2018
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