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
Problem-Solving
Customer Service
Performance monitoring
Threat Intelligence
Security Awareness Training
Incident Response
SIEM management
Endpoint Protection
Incident Response Management
Vulnerability Assessment
Google Cloud Platform experience
Google Cloud Security
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