Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Software
Timeline
Generic
Silviu De Cesare

Silviu De Cesare

Brasov,Romania

Summary

Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach.Expert iOS/Android and ALM Lifecycle Management. Familiar with ServiceNow, Jira and Salesforce. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Work History

QA Manual Tester

Exelia
Brasov, Romania
01.2024 - 08.2024
  • Improved software quality by meticulously executing manual test cases and identifying defects.
  • Executed test scripts, logged defects and worked to resolve issues noted in testing process.
  • Worked extended hours when necessary to meet deadlines.
  • Collaborated with development team to diagnose and resolve software issues in a timely manner.

Technical Support Specialist LVL1

Apple
Remote
01.2022 - 07.2023
  • Provided complete software troubleshooting and problem-solving for iOS, macOS, and Microsoft via chat ticketing and call taking; Performed around 30+ customer interactions on a daily basis troubleshooting various issues such as hardware and software; Quickly solved approx
  • 30+ issues daily with 95% customer success resulted in positive survey experiences received from the customers; Managing a high rate of KPI success and Quality Standards based on a weekly and monthly evaluation; Learned quickly through training new software systems, and tools and adjusted to a fast-changing environment while providing the best customer experience.Maintaining a positive, empathetic and professional attitude toward customers at all times; Acknowledging and resolving customer complaints; Processing orders, forms, applications, and requests; Ensure customer satisfaction and provide professional customer support; Keeping records of customers' interactions, transactions, comments, and complaints.

Occupational Therapist

Humanitarian Association "Il Chicco"
Iasi
05.2021 - 03.2022
  • Evaluating the patient's condition and needs and adjusting according; Developing treatment plans to address a patient's needs and help them meet specific goals; Undertaking patient's assessment of physical, communication, interaction, and cognitive skills; Undertaking general administrative tasks and advising people on how they can approach everyday tasks differently; Keeping contact with doctors, family members, carers, and other professionals and keeping them updated.

General Assistant

Columba Hotel
Isle of Iona - Scotland
03.2018 - 02.2021
  • Assisting Line Manager to manage the overall day-to-day running of all aspects of the hotel, including occupancy, food and beverage, and events/banqueting; Assisting Line Manager to manage housekeeping, front desk, leisure, human resources, and accounts; Ensured quality control of all aspects including hygiene and health and safety; Contribute to training and development of the hotel team; Manage customers' expectations, deal with and resolve all queries.

Technical Support HelpDesk

Vodafone
Iasi
09.2017 - 02.2018
  • Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
  • Identified trends in customer inquiries, providing insights to improve products or services accordingly.
  • Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.

Education

Baccalaureaat Diploma -

"Richard Wumbrand" High School
Iasi, IS
09.2011 - 05.2015

Skills

Adaptability

Analysis of Technical Issues

Attention to Detail

Empathy

Technical Troubleshooting

System Provisioning

Mobile Device Management

Remote Diagnostics

Incident Management

Personal Information

  • Date of Birth: 09/06/1996
  • Gender: Transgender Male
  • Nationality: Romanian

Languages

English
Advanced
C1
Italian
Advanced
C1
Romanian
Proficient
C2

Software

ALM Application Lifecycle Management

ServiceNow

Timeline

QA Manual Tester

Exelia
01.2024 - 08.2024

Technical Support Specialist LVL1

Apple
01.2022 - 07.2023

Occupational Therapist

Humanitarian Association "Il Chicco"
05.2021 - 03.2022

General Assistant

Columba Hotel
03.2018 - 02.2021

Technical Support HelpDesk

Vodafone
09.2017 - 02.2018

Baccalaureaat Diploma -

"Richard Wumbrand" High School
09.2011 - 05.2015

Similar Profiles

CREATE PROFILE
Silviu De Cesare