Denisa-Maria Faur

• Proactively manage technical escalations with SLAs under 24 hours, resolving complex issues by applying deep product knowledge and strong problem-solving skills.
• Serve as the final escalation point for technical issues prior to development involvement, conducting in-depth debugging and root cause analysis to identify workarounds or determine if developer support is required.
• Maintain direct, daily collaboration with development teams to ensure seamless handover of unresolved technical cases, providing clear documentation and context to accelerate resolution.
• Continuously update and optimize support procedures related to alert monitoring, task resolution, and incident response to ensure consistency and efficiency in operations.
• Proactively monitoring system performance and addressing issues in real-time based on alert-driven insights, ensuring system stability and performance. Monitoring server performance and availability using advanced tools such as ThinkTribe, New Relic, Redgate, and SolarWinds, ensuring proactive identification and resolution of issues.
• Perform daily SQL operations to support alert resolution, customer service integrations, and data correction (datafixes), ensuring accuracy and consistency across systems.
• Led training sessions for 2nd line colleagues to ensure high-quality technical support standards across team.
• Maintained high case throughput by managing multiple support issues concurrently, ensuring resolution within agreed timelines.

Key Strengths and Achievements in Technical Support Engineer II Role:

• Consistently deliver high-quality customer support by efficiently addressing inquiries and incidents via Skype and the Helpdesk system, ensuring quick resolution and a positive user experience.
• Proactively onboard and mentor new team members, providing structured training from the ground up to enable independent performance and confidence in handling responsibilities.
• Maintain continuous oversight of internal monitoring tools, collaborating cross-functionally with departments to troubleshoot issues and deliver clear, professional explanations to customers.
• Build on prior experience as a Network Operations Center Engineer by leveraging a deep understanding of internal systems and tools (Zabbix, Grafana, Kibana, etc.) to resolve technical challenges and support operational efficiency.

• Acted as the primary point of contact for customer inquiries and requests, ensuring timely and effective resolution.
• Collaborated cross-functionally with all internal departments to address and resolve complaints or technical issues.
• Monitored and responded promptly to alerts and tasks using internal tools, escalating to relevant teams when necessary to ensure rapid issue resolution.
• Analyzed and interpreted code using Chrome DevTools to identify and troubleshoot technical problems.
• Utilized a variety of internal monitoring and ticketing tools, including:
  Zabbix – for real-time server issue tracking and continuous updates;
  Grafana (Prometheus) – for monitoring urgent alerts and system performance;
  Kibana (OpenSearch) – for log analysis and debugging;
  Jira – for ticket management and tracking customer complaints or requests;
  Confluence – for accessing and updating procedural documentation and knowledge bases;
  RMS, Monitoring, and other proprietary internal systems.
• Operated in a high-demand environment requiring exceptional multitasking and situational awareness, simultaneously monitoring server alerts 24/7, addressing client tickets, and maintaining live communication via Skype with operators and integrated service providers.

• Processed and managed orders using SAP, ensuring data accuracy and compliance with internal procedures.
• Maintained continuous cross-functional collaboration with multiple departments to support seamless workflow integration.
• Coordinated and actively participated in department-specific meetings to align on objectives and drive process improvements.
• Utilized various SAP transactions to execute operational tasks efficiently and support daily business activities.
• Provided operational and administrative support to key departments, including Design, Product Development, and Process Industrialization.