Diana Elena Groapa
MDM Technical Engineer
Brasov,BV
Summary
I'm a skilled MDM engineer with a focus on delivering seamless and secure mobile experiences for our organization's users. I leverage my expertise in various MDM platforms (Intune, AirWatch and SCCM ) to design, implement, and manage mobile device deployments, ensuring compliance and robust security.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
MDM Technical Engineer
Atos IT Solutions and Services A/S
11.2021 - Current
- Implemented mobile device management policies via ActiveSync ensuring secure access to corporate emails across multiple devices/platforms while maintaining control over sensitive information access outside the organization''s network perimeter boundaries.
- Managed and maintained computer systems, equipment and mobile devices by troubleshooting hardware and software issues, cleaning out keyboards and wiping down computer surfaces.
- Streamlined the mobile device management process for enhanced user experience and increased productivity.
- Implemented mobile device management policies to protect sensitive company data on employee devices while facilitating their work tasks remotely.
- Collaborated with other departments to facilitate successful project completion.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Maintained service schedule for software and hardware.
- Developed and implemented procedures to verify compliance with engineering standards.
- Incorporated delivery requirements into planning of testing schedules.
- Identified and resolved software defects by conducting thorough root cause analysis on reported issues.
- Ensured cross-platform compatibility by performing tests across multiple devices, operating systems, and screen resolutions.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
- Established strong relationships with clients by troubleshooting technical issues and providing ongoing support.
- Coordinated cross-functional efforts to successfully implement new technologies into existing systems.
Customer Care Specialist
Dell Technologies
08.2021 - 11.2021
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Communicated with clients regarding account services, statements, and balances.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Proactively identified areas for process improvement within the department, leading to increased efficiency and better use of resources.
Account executive in B2B sales
CGS
08.2019 - 06.2021
- Stayed current on company offerings and industry trends.
- Met and exceeded service level goals to achieve standards and expectations.
- Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
- Trained clients on product features and updates to secure buy-in.
- Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Prepared additional quotes for current clients to upsell products and services.
Technical Support Specialist
Atraxo
02.2019 - 08.2019
- Installed, configured and maintained computer systems and network connections.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Configured and tested new software and hardware.
Customer Service Representative
SYKES
11.2018 - 02.2019
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
Arvato
09.2016 - 11.2018
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained up-to-date knowledge of product and service changes.
- Answered constant flow of customer calls with minimal wait times.
- Trained staff on operating procedures and company services.
Customer Service Representative
CGS (Computer Generated Solutions)
09.2014 - 09.2016
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Education
English Language and Literature/Letters -
Universitatea Vasile Alecsandri Bacau
01.2010 - 04.2014
Skills
Mobile Device Management
2nd Line IT Support
Mobile Devices
Microsoft Endpoint Configuration Manager
Remote Infrastructure Management
Microsoft Intune
Office 365 Administration
Microsoft Azure
Airwatch
Teamwork and Collaboration
Time Management
Laptop and Mobile Device Use
Awards
Okta Certified Professional - Okta, 03/2020, Okta Certified Professionals possess knowledge about secure identity management and mobility concepts.
Timeline
MDM Technical Engineer
Atos IT Solutions and Services A/S
11.2021 - Current
Customer Care Specialist
Dell Technologies
08.2021 - 11.2021
Account executive in B2B sales
CGS
08.2019 - 06.2021
Technical Support Specialist
Atraxo
02.2019 - 08.2019
Customer Service Representative
SYKES
11.2018 - 02.2019
Customer Service Representative
Arvato
09.2016 - 11.2018
Customer Service Representative
CGS (Computer Generated Solutions)
09.2014 - 09.2016
English Language and Literature/Letters -
Universitatea Vasile Alecsandri Bacau
01.2010 - 04.2014