Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Daniel Geatara

Tier 2 Support Engineer
Bragadiru,IF

Summary

Professional support engineer with strong technical skills and focus on delivering results. Known for effective problem-solving, and excellent communication with both team members and clients. Adept at adapting to changing needs and ensuring seamless team collaboration. Skilled in troubleshooting, customer support and a fast learner. Constantly taking online courses to expand my knowledge.

Overview

11
11
years of professional experience
2008
2008
years of post-secondary education
2
2
Languages

Work History

Tier 2 Support Engineer

NobelBiz
Bucharest, Bucharest
03.2022 - Current
  • Tier 2 troubleshooting (call analysis, tracing of calls/messages, verify logs).
  • Working with the development team (tier 3) to help in the bug resolution/feature request processes by opening internal tickets or submitting feature request forms for custom requests or new features.
  • Creating automations using python.
  • Training customers to use the new solutions developed by the company.
  • Training Tier1 Support team.
  • SCM troubleshooting and configuration based on customer's needs.
  • Provided support during implementations of new customers.
  • Troubleshooting and modifying current CCaaS scripts (JavaScript).
  • Build script UI and functionality for call-center agents to improve flows using JavaScript, VB, HTML, SQL.
  • Develop IVRs for contact/call centers using in-house built solution (JavaScript, C#, SQL).
  • Creating and modifying reports based on SQL stored procedures.
  • Reduced downtime for clients by providing prompt and efficient Tier 2 support for software and hardware-related issues.
  • Developed and implemented preventive maintenance procedures.
  • Generated reports to track performance and analyze trends.
  • Supported the implementation of new systems by conducting thorough testing procedures to ensure seamless integration with existing infrastructure.
  • Contributed to the development of knowledge base articles, enhancing the availability of self-service resources for endusers.
  • Maintained high levels of customer satisfaction through clear communication, empathetic listening, and diligent problem-solving efforts.
  • Exceeded service level agreements consistently by delivering prompt resolutions to client inquiries regarding software concerns or hardware malfunctions.

Telecom Support Engineer

NobelBiz
07.2016 - 03.2022
  • Responsible for installing, maintaining and repairing all telecommunication systems within the network;
  • Inspecting and checking equipment to locate problems or potential problems or causes of failure and making necessary repairs and adjustments;
  • If needed, opening trouble tickets regarding equipment that is a part of Nobel's network worldwide or carrier issues and capable of troubleshooting on all internal switching trouble tickets and insure that they are looked at according to their priority.
  • Responsible for preparing and maintaining reports and records such as inventory records by site and system, cable schematics and equipment configurations;
  • Creating and completing daily reports and also properly delivering these reports via e-mail to those interested in receiving them;
  • Ensuring that all applications work as expected by performing maintenance on components as needed and using the proper tools;
  • Working on interconnecting other carriers to Nobel's network;
  • Working with other carriers (companies) to troubleshoot or improve the quality of service between Nobel and its customers.
  • Identifying and resolving problems and restoring services to the user in a timely and efficient manner with minimum disruption to the user;
  • Ensuring that operations and equipment are in compliance with applicable policies, procedures and rules;
  • Providing data and feedback to internal and external customers in a timely manner and according to established guidelines;
  • Attending internal and external educational programs and professional meetings as requested;
  • Responsible for installing, maintaining and repairing the asterisk servers within the NobelBiz network.
  • Updating existing procedures and writing new procedures on the Nobelbiz help pages when changes are needed.
  • Monitoring, creating backup, updates and troubleshoot incidents for monitoring systems.
  • Ordering new DID or TF numbers.
  • Handling projects for RespOrg change for TFs or porting for DIDs.

NOC Supervisor

Nobel, Ltd
01.2016 - 07.2016
  • Supervising day to day activity of the NOC shift;
  • Training new team members and providing them feedback;
  • Providing monthly evaluation of the team and individuals;
  • Organizing the workload and assigning tasks to each team member;
  • Ensuring high quality and solving tasks in a timely matter;

NOC & Routing Operator

Nobel, Ltd
10.2014 - 01.2016
  • Monitoring Nobel's network and equipment.
  • Monitoring network alerts.
  • Testing and monitoring VoIP routes.
  • Opening upstream/solving inbound trouble tickets in a professional way and in a timely matter.
  • Uploading outbound rates.
  • Routing as to avoid losses and/or maximize profit.
  • Generating daily/weekly reports.
  • Monitoring the voice traffic, adjusting the routes in order to maintain a proper balance between cost and quality.
  • Reacting quickly in case of fraud attempts.
  • Helping the retail clients via phone with the issues they were presenting, resolving it in a timely matter.
  • Handling special requests from business units;

Education

Studii de licență - Inginerie electrică, electronică și telecomunicații

Universitatea POLITEHNICA Din București
Bucharest

Skills

JavaScript

SQL

Interactive Voice Response (IVR)

Customer support

Angular

Python

Self learning

REST APIs

Html5 CSS

React

Timeline

Tier 2 Support Engineer

NobelBiz
03.2022 - Current

Telecom Support Engineer

NobelBiz
07.2016 - 03.2022

NOC Supervisor

Nobel, Ltd
01.2016 - 07.2016

NOC & Routing Operator

Nobel, Ltd
10.2014 - 01.2016

Studii de licență - Inginerie electrică, electronică și telecomunicații

Universitatea POLITEHNICA Din București

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Daniel GeataraTier 2 Support Engineer