Denisa Olariu

• Delivered third-line support for critical incidents (including P1), ensuring rapid restoration of services and uninterrupted business operations.
• Administered and maintained Windows Server and Linux environments, managing system provisioning, patching, access control, and performance tuning.
• Managed virtual infrastructure using Hyper-V, including deployment and migration of virtual machines, storage, and snapshots.
• Used AS400 (IBM i) to manage user accounts, print queues, and troubleshoot application-level output issues.
• Handled Microsoft Exchange administration tasks including mailbox management, shared mailbox permissions, transport rules, and remote connectivity troubleshooting.
• Worked extensively with Microsoft Azure (Azure AD, Conditional Access, Group Management) and Microsoft Intune (app deployment, compliance policies, device configurations) to manage and secure hybrid enterprise environments.
• Automated administrative tasks and incident resolution flows with PowerShell, increasing speed and consistency of service delivery.
• Participated in IT infrastructure projects such as system upgrades, software deployments, and security compliance implementations, following ITIL change and incident management practices.
• Authored and updated technical documentation (config guides, SOPs, troubleshooting playbooks), enhancing team knowledge.
• Provided mentorship to junior engineers and supported 1st/2nd line teams with escalations and technical training.
• Participated in 24/7 on-call rotation, ensuring consistent support for international enterprise clients.

Key technologies & tools:
Windows Server · Linux · Hyper-V · AS400 (print/user admin) · Microsoft Exchange · Azure AD · Microsoft Intune · Office 365 · PowerShell · Active Directory · Conditional Access · VPN ·

• Delivered technical support for P1 and P2 incidents, ensuring rapid issue resolution and business continuity for enterprise clients across Europe.
• Diagnosed and resolved end-user and infrastructure issues involving VPN connectivity, software installations, Active Directory permissions, and network interruptions, using tools like PowerShell, Event Viewer, and Sysinternals Suite.
• Handled account, permissions, and print queue administration in AS400, supporting business-critical legacy operations.
• Provided functional support and technical communication to client-side application/system managers, improving issue resolution time and client satisfaction.
• Worked with Intune and Azure AD to manage endpoint security, user access, and app deployment in hybrid environments.
• Installed, configured, and tested client systems and back-end infrastructure according to documented procedures, ensuring smooth system rollouts and updates.
• Collaborated with 1st line teams and infrastructure engineers to resolve escalations, reduce repeat incidents, and improve service delivery processes.
• Participated in shift-based support and on-call rotations to maintain 24/7 service availability.

Key technologies & tools:
PowerShell · VPN · AS400 · Active Directory · Intune · Azure AD · Microsoft Office 365 · Windows OS · Network troubleshooting

• Served as the first point of contact for customers via phone, email, and chat, ensuring efficient triage, resolution, or escalation of incidents in line with SLAs and service quality standards.
• Resolved technical issues related to Windows OS, Microsoft Office 365, network access, email accounts, printers, and user authentication, often resolving issues on first contact.
• Performed remote diagnostics using tools like TeamViewer, Quick Assist and RDP.
• Managed user requests and standard changes, including password resets, printer mappings, and basic application installs, following internal procedures.
• Collaborated with 2nd line teams to escalate unresolved issues and followed up proactively to ensure customer updates and satisfaction.

Key tools & technologies:
Windows 10/11 · Office 365 · Active Directory (basic) · Remote support tools (RDP, TeamViewer) · VPN · Printer troubleshooting · Outlook configuration

• Collaborated with UK-based audit teams to support statutory audits of British clients across industries, focusing on key financial areas such as Accounts Receivable (AR), Accounts Payable (AP), General Ledger (GL), and cash reconciliation.
• Performed audit testing on client financial data.
• Prepared working papers and documentation in line with Deloitte’s audit methodology, ensuring traceability, clarity, and audit readiness.
• Assisted in identifying misstatements, unusual transactions, and control weaknesses, and flagged risk areas for further review by senior auditors.
• Engaged directly with client-side accountants to gather evidence, clarify issues, and ensure complete and timely data delivery.
• Participated in internal training on audit procedures, tools, and reporting, and supported peers through shared documentation and best practices.