Andrei Vitan

Insurance and Re-Insurance Domain

• Managed Incident, Problem, and Change processes using ServiceNow, handling customer-specific issues and requests
• Performed system refresh rework checks, identifying issues and escalating to SAP teams for resolution
• Collaborated with system owners and business users across multiple environments
• Executed SAP ChaRM (Change Request Management) activities in Solution Manager (AS2), including transport imports, user unlocks, and withdrawal of change requests
• Conducted daily operational and customer-specific checks across multiple SAP systems (SAP R/3, Transport Management, SAP ChaRM)
  collaborate with multiple System owners and users and perform different ChaRM activities in AS2 System Landscap: (import SAP transports, unlock/lock users, perform Withdrawn requests on ChaRM documents)
• Performed daily customer specific checks in multiple SAP Systems: SAP R/3 or S/4, and Change Request Management (SAP ChaRM)

Technologies Used: SAP, ServiceNow, Azure DevOps, SAP Launchpad, JIRA, SharePoint.

• Provided 2nd-level technical support for logistics applications used by automotive manufacturers
• Managed Incident, Problem, and Change Management through ticketing systems, including analysis, troubleshooting, and resolution
• Performed operational and troubleshooting tasks on Linux systems, such as log analysis, command-line checks, and service validation
• Executed basic Oracle Database tasks, including query execution, data verification, and support-related database checks
• Ensured clear and accurate documentation of incidents and resolutions to meet quality standards and customer expectations
• Worked closely with end users and Application Owners to resolve issues efficiently
• Conducted daily system monitoring and proactive health checks, identifying and addressing issues before escalation
• Created and maintained technical documentation in Confluence and SharePoint
• Worked in an Agile environment, managing Jira stories within sprint-based planning and execution

Technologies used:
Oracle SQL · Linux · Windows · Jira · Confluence · SharePoint

Role: IT Monitoring Support Engineer

• Monitored multiple customers global IT infrastructure and information workflows, ensuring system availability and data flow continuity
• Worked with multiple ticketing systems to identify alerts and incidents, perform initial diagnostics, collect relevant data, and escalate issues to 2nd and 3rd level support teams
• Performed regular health checks of infrastructure and network components to proactively detect potential issues
• Acted as a communication bridge between technical teams, and project participants during incident resolution
• Documented procedures, incidents, and resolutions in Confluence and tracked activities using Jira

Monitoring & Tools:
Nagios · Check MK · Zabbix · Grafana · Leutek · SAP DWH · Jira · Confluence

• Created, maintained, and invoiced orders, services, and projects for Emerson Germany customers
• Managed customer and order data in Oracle Business Suite and JD Edwards (JDE)
• Responded to customer requests received from the Front Sales Office, providing timely and accurate support
• Prepared standard and routine sales quotations for repairs, training, and engineering services using predefined templates, technical inputs, and service rates
• Updated quotation systems and ensured follow-up on submitted quotations
• Entered and validated sales orders in order processing systems, ensuring data accuracy and completeness
• Took ownership of factory repair and service-related issues, coordinating resolution with internal teams
• Responded to inquiries from service teams and customers in a professional and timely manner, providing regular status updates
• Coordinated with third-party suppliers for procurement of external items when required
• Provided administrative support to both local and remote managers as needed
• Worked closely with service schedulers to ensure proper planning and allocation of service engineers
• Prioritized administrative tasks effectively to meet deadlines and business requirements

Systems & Tools:
Oracle Business Suite · JD Edwards (JDE) · Order & Quotation Management Systems · MS Office

• Tested Gameloft mobile applications across a wide range of Apple devices to ensure functionality, performance, and compatibility
• Identified, documented, and reported software defects, creating detailed bug reports and tracking them through resolution in collaboration with developers
• Performed daily test executions and validation tasks to support release cycles
• Verified release candidate builds, ensuring critical and high-impact issues were resolved and only non-blocking defects remained prior to release