Gheorghe Alexandru Octavian

• Overseeing daily operations and ensuring that team members are effectively performing their dailly activities;
• Assigning tasks and responsibilities to team members based on their skills and workload;
• Organizing and leading team meetings to discuss goals, progress, and any issues that need addressing;
• Tracking team performance and productivity, providing feedback, and identifying areas for improvement;
• Conducting performance reviews and appraisals;
• Addressing and resolving any conflicts or issues that may appear within the teams;
• Identifying obstacles and implementing solutions to improve team efficiency and effectiveness in collaboration with every team member and the SME;
• Identifying training needs and organizing development opportunities for team members, based on their career aspiration;
• Mentoring and supporting team members to enhance their skills and career growth;
• Collaborating with management to set team goals and objectives aligned with organizational priorities;
• Motivating and guiding the team to achieve these goals;
• Participating in client meetings to discuss their topics, improvement ideas in our processes;
• Handling administrative duties such as scheduling, record-keeping, and correspondence.

• Managing user identities and access permissions to ensure that individuals have the appropriate level of access to systems and data;
• Implementing user provisioning and de-provisioning processes;
• Ensuring proper authorization protocols are in place to control access to resources;
• Developing and maintaining role-based access control models to streamline access management and ensure compliance with security policies;
• Creating and enforcing IAM policies and procedures to ensure compliance with regulatory requirements and organizational standards;
• Conducting regular audits and assessments to ensure adherence to IAM policies;
• Learning to use the inhouse tools of the client.

• Installing, configuring and providing maintenance for hardware, telephony, printing and networking equipment;
• Managing and maintaining the internal hardware inventory;
• Troubleshoot and resolve incidents and requests based on the current access level;
• Escalating and providing the necessary information for the 3rd level teams;
• Configure and providing maintenance for the conference rooms;
• Participating actively in different projects like, domain migration, O365 implementation, SD-WAN migration;
• Driving future workplace implementation by using and proposing new and advanced technologies;
• Creating and implementing workflows like new joiner process, ticket creation in ServiceNow;
• Acting as contact point for users in regards with different projects in order to train them and to explain what benefits it brings to them;
• Responsible for ordering new hardware, consumables and software;
• Ensuring a proper ticket management and SLA agreement;
• Responsible for keeping and ensuring a good stock management;
• Achievements :
• Implement SD-WAN across CEE region
• Create and implement the new joiner/leaver process in strong relation with multiple stakeholders
• Unblocking the purchase order flow and train other colleagues 'how to'

• Installing and configuring hardware equipment for the end users;
• Creating AD accounts and providing the necessary accesses;
• Managing and maintaining the internal hardware inventory;
• Network patching and troubleshooting;
• Troubleshoot and resolve incidents and requests based on the current access level;
• Providing the necessary information for the new users regarding the ticketing systems and tools that they need to connect;
• Escalating and providing the necessary information for the 3rd level teams;
• Configure and providing maintenance for the conference rooms;

Achievements :

• I was in charge of transferring the accounting software (SAGA) and data base on a VM;
• In charge of finding a company and dispose the old equipment which is not used anymore

• Remote and on-site support for customers;
• Installing, configuring and providing maintenance for hardware and networking equipment;
• Monitoring alerts that are critical for different environments to work properly;
• Setup and configure virtual machines (RHVM, HyperV);
• Installing, configuring, testing and maintain operating systems, application software and system management tools;
• Creating activity reports with priority status;
• Creating users and providing necessary roles for different applications;
• Using different platforms for maintaining and creating users/groups/e-mail addresses (Virtualmin, Google admin, Microsoft Office365);
• Monitoring servers, services and systems, using the Check_Mk application;
• Managing and installing Active Directory;
• Deploying and installing Check_Mk agent on different systems;
• Managing and maintaining Ansible inventories;
• Deploying and creating Linux/Windows machines in Spearhead Cloud;
• Troubleshooting and maintenance on VMware ESXi machines for different clients

• Monitoring the queues and responding quickly and effectively to requests received through the IT helpdesk;
• Monitoring service desk queue and resolving the tickets based on the priority;
• Assisting with onboarding of new users;
• Installing and configuring new workstations, printers, peripheral and software;
• Providing support in conference rooms with connection, sound and video projection;
• Performing initial troubleshooting and diagnostics as well as fixing problems as detected;
• Supporting, creating and executing procedures and processes as related to day to day operations;
• Using the ticket platform (Service-Now) in order to resolve and document problems, adding new devices in order to keep and check the inventory, documenting the knowledge articles, registering the mobile phones and iPads in the system;
• Migrating users to the lync telephony;
• Maintaining the data and voice numbers stock assigned in the company;
• Communicating with different 3rd parties regarding devices that need to be send in warranty;
• Documenting and performing the qualification for workstations situated in the laboratory and the factory

• Participating as a team member to achieve established objectives, working in close liaison with local and international colleagues;
• Performing gap analysis of the business requirements to the existing solutions;
• Evaluating ticket classification and accuracy performed by the service desk;
• Providing support for Nike stores all over Europe;
• Documenting and escalating tickets in order to dispatch a field technician in case the problem could not be solved remotely;
• Assisting field technicians with the necessary information in case of a dispatch was needed;
• Programing and confirming with Nike stores a quarterly 'health check' in order to review and test the equipment situated in the store;
• Maintaining a good collaboration with 3rd party and Nike members when a Priority 1 incident (incidents that affects the business) appears in order to solve the issue as soon as possible

• Learning to adapt and understand the Nike environment;
• Gathering all information related to processes and procedures;
• Understanding and documenting flow processes;
• Creating new knowledge articles that were missing and escalating them to the responsible team for publishing;
• Finding gaps in the processes that could be optimize;
• Monitoring and reporting the queues for the service level agreement;
• Acting as a liaison between Nike and Stefanini;
• Helping in developing the necessary training for the new agents (help desk/field);
• Performing daily activities as a Help Desk and also Deskside technician;

Achievements :

• I was based in the Nike European Headquarters for 4 months for data harvesting;
• I assisted the project trainer with the necessary materials for developing the project training;
• I have trained and assisted Stefanini's Field technicians and Help Desk agents

• Logging all customer questions, problems received via e-mail, phone or self service into the ticketing platform;
• Basic troubleshooting of hardware, software and network related issues;
• Escalating tickets to second or third level of support;
• Managing user database, access rights and security groups in Active Directory, SAP, Service-Now;
• Creating security groups in Active Directory and on server folders;
• Granting and revoking accesses to users based on their position, to different security and shared folders;
• Assisting in defining and documenting knowledge base articles;
• Installing computer peripherals;
• Initiating the process for shared mailboxes and distribution list creation;
• Creating new hires accounts;
• Updating employees information in SAP(phone number, work location);
• Maintaining the ticket and request queues;
• Extracting reports from the ticket platform with the agents activity per month

Achievements :

• I was participating in a weekly meeting with the client and the local support team in order to see how to improve the service delivery;
• I was providing the specific affiliate training for my new co-workers;
• Sending reports to team leader with the month activity of the agents