Open To Work
Dumitru Baluta
Support Analyst
Bucharest
Summary
Technical Support Analyst with 4 years of hands-on experience in Dynamics 365, data verification, incident resolution, and SLA-based client support.
Skilled in multi-channel troubleshooting (phone, chat, email), database accuracy checks, and technical documentation.
Additional background in investigative journalism strengthens research precision and clear written
communication.
Overview
18
18
years of professional experience
Work History
Support Analyst
Luatel
Bucharest
07.2022 - Current
- Managed multi-channel communication (Phone, Chat, Email) to resolve technical incidents, consistently meeting company Service Level Agreements (SLAs).
- Executed core database operations to maintain data integrity and ensure accurate updates of client records.
- Developed and updated technical documentation for internal SOPs, streamlining response times for recurring tickets.
- Performed manual application testing when needed, identifying and reporting bugs to the development team ahead of release.
Certified Massage Therapist
Urban Masaj
08.2021 - 07.2022
- Conducted comprehensive client assessments to tailor massage techniques for enhanced health outcomes.
- Maintained high service standards in premium urban environment, fostering client loyalty and satisfaction.
- Optimized appointment management, ensuring seamless operations during peak demand periods.
Certified Massage Therapist
Max Relax
08.2017 - 07.2020
- Achieved 10% improvement in customer satisfaction by implementing feedback protocols and enhancing interaction standards.
- Utilized assertive communication and emotional intelligence to manage complex client situations effectively.
- Coordinated massage therapy schedules for partner corporations' employees, optimizing coverage and resource utilization.
Journalist
Freelancer
10.2008 - 07.2013
- Research & Investigation: Conducting in-depth research and cross-referencing multiple sources to produce high-accuracy journalistic materials.
- Conducted interviews with representatives of multinational organizations, adjusting communication styles to suit diverse professional contexts.
- Submitted high-quality articles ahead of deadlines, demonstrating effective time management and prioritization skills.
- Extracted and communicated key insights from extensive data collections, enhancing reader understanding and engagement.
Education
Bachelor's Degree - Journalism
Hyperion University
Bucharest 04.2001 -
Skills
Data analysis
Data Management - Intermediate
Software testing
Microsoft Office - Intermediate
Problem Solving - Intermediate
Customer support - Skillful
Communication - Skillful
English - Skillful
Timeline
Support Analyst
Luatel
07.2022 - Current
Certified Massage Therapist
Urban Masaj
08.2021 - 07.2022
Certified Massage Therapist
Max Relax
08.2017 - 07.2020
Journalist
Freelancer
10.2008 - 07.2013
Bachelor's Degree - Journalism
Hyperion University
04.2001 -