Iulian Florin Andreias
Ghimbav,Romania
Summary
Experienced IT professional with extensive expertise in Office 365, Azure Identity, and cloud-based solutions such as SharePoint Online, OneDrive for Business, and Exchange Online. Proficient in managing enterprise-level tools including Microsoft Teams, Skype for Business, and Security and Compliance platforms. Demonstrates technical skills in PowerShell scripting, Active Directory management, and Azure AD Connect integration. Skilled in web technologies like JavaScript, HTML5, and CSS3 alongside database tools such as SQL Developer . Adept at leveraging monitoring tools like Grafana, Kibana, and Process Explorer to ensure system performance and reliability. Strong background in ITSM platforms including Service Now and Remedy with additional expertise in networking across Windows and Linux server environments. Committed to driving innovation through secure cloud solutions while maintaining operational excellence.
Overview
10
10
years of professional experience
2028
2028
years of post-secondary education
1
1
Certification
Work history
Azure Identity Support Escalation Engineer
Microsoft Romania
01.2025 - Current
- Supporting escalated issues of all strategic customers via live chat and Teams meetings.
- Reviews highly complex issues and contacts customers to understand issue.
- Ensures customers stay informed as to the status/solution of their issue.
- Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues.
- Supports the business both locally and globally to drive business.
- Serves as a technical escalation point.
- Resolves highly complex cases and by working on the end-to-end on case resolution.
- Serves as an escalation point for other engineers to assist in resolving cases.
- May have to work with product group or engineering team.
- Performs complex product troubleshooting and remediation when needed.
- Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.
- Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
- Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology.
- Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes.
- Contributes to product improvements by filing bugs and design change requests and recommends potential fixes to validate resolution prior to shipping to customer or production, in order to prevent customers from being impacted.
- Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools.
- Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution.
- Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team.
- Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.
Azure Identity Support Engineer
MICROSOFT Romania
10.2022 - 01.2025
- Company Overview: Business software solution
- Offering support for strategic customers via Live chat sessions.
- Assisting customers with issues regarding the whole Azure Active Directory blade (Account Management, Authentication, and Provisioning) within Microsoft Azure Product
- Reviews complex issues and contacts customers to understand issue
- Ensures customers stay informed as to the status/solution of their issue
- Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues
- Resolves customer issues through problem solving, collaboration, and research
- May take escalated issues as needed
- Documents technical work and research
- Performs in-depth product troubleshooting and remediation when needed
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks)
- Develops readiness content
- Mentors new Technical Support Engineers
- Develops intermediate level competence on support topics
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers
- Provides feedback to the product group for product improvement
- Identifies potential defects and escalates to more senior engineers to resolve
- Applies broad knowledge of automated tools being used across other technologies and products
- Provides feedback for tool improvement
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions
- Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team
- Business software solution
IT System Lead/Application Manager
ACCENTURE Industrial Romania
05.2022 - 10.2022
- Company Overview: Business software solution
- Working on a Pharma Industry Project, being the MES System Lead responsible for a few EMEA Sites
- Management of MES Applications and Application Platforms
- Coordinate technical infrastructure changes with the Client IT stakeholders, business and MES provider
- Coordinate application changes with the Client IT stakeholders, business and MES provider
- Coordinate demands with Client IT Function Stakeholders and Subject Matter Experts
- Coordinate change requests with technical support teams, Client IT Function Stakeholders
- Handle all configuration management, documentation update/review, and periodic checks required by Client standards
- Provide review of user accounts, license utilization and security checks
- Ensure that technical operations of Application and Application Environment are managed and completed, including but not limited to, disaster recovery tests, backups, application and security patch review, software improve
- Audit support activities, including travel to on-site location on written requests from the Client and providing information, answers, documentation and guidance to IT function within the Client
- Ensure that GxP standards are met, processes followed, and that proper training is handled prior to granting access to the Application
- Business software solution
Office Premier Support Engineer
MICROSOFT Romania (RINF TEMPS Agency)
01.2021 - 02.2022
- Company Overview: Business software solution
- Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed
- Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues
- Act internally as a customer advocate
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support
- Advise customers on how to gain additional value from their Microsoft products
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations
- Offering Premier and Unified Support for the customers
- For the M365 apps for enterprise
- Responsible for the CORE apps and Deployments/activations/updates of M365 apps for enterprise
- Technical Support for Tier 1, Tier 2, Tier 3
- Collaborating with other Microsoft Teams like: Azure, Windows, SCCM, Commerce, Volume Licensing, etc
- Business software solution
Application Management and Support Consultant
NTT Data Brasov
01.2019 - 01.2021
- Company Overview: Software development and outsourcing
- Release & Deployment Management Process
- Incident Management Processes
- Problem Management Processes Change Management Processes
- Knowledge Management Processes
- Configuration and Asset Management Processes
- Availability Management Processes
- Worked on an Automotive Project
- Responsible for 15 internal applications (5 of them very critical ones)
- Worked under the ITIL methodology
- Applications were deployed on UNIX servers and Windows servers
- Responsible for some windows servers
- Collaborating with Web Team, Windows Team, Unix Team, Oracle Team
- Administrating the applications databases (Oracle SQL and Postgres SQL) restart, patch, creation of tables, views, checking if new data is available, creation/deletion of jobs, update table, insert new data, etc
- Administrating the application servers (Glassfish) and web servers (Apache) restart, patching, checking logs, installing java application
- Qlikview, Technology used for Big Data applications responsible for the applications that end-users were using, also for the tasks from the management console that were running every day to extract data from the databases (ODBC, OLEDB connections), checking the tasks logs, changing the scripting code from the developer tool with the developer approval, deploying applications on a different BMW Plant, restarting the IIS server, restarting the server
- SAP: reset passwords, unblock accounts, checked the telegrams that were sent from the application to SAP and vice versa, checking the error messages from the telegrams if these ones were not sent for some reasons
- Software development and outsourcing
Office 365 Support Engineer
WIPRO Technologies
04.2018 - 01.2019
- Company Overview: IT Outsourcing
- Working for Microsoft as a vendor, responsible for the Office 365 Package for Concierge, Enterprise and Premier customers
- Represents the client and communicate with customers via telephone or email with regards to finding technical solutions
- Facilitating resolution of complex technical issues in all areas of assigned Microsoft products by collecting the necessary documentation or recreating issue in house
- Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases
- Abilities to deal with not only technically complex issues, but also the ability to address politically charged situations requiring the highest level of customer skill
- Ensuring customer's issue is resolved to their satisfaction by recommending workarounds and/or other fixes
- Keeping the customer updated on the status of issue, as well as keeping the CRM system updated with current information on the case, recommendations, and resolution
- Contributing articles to the technical support knowledgebase
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve the customer issues
- Collaborate with Tech Leads and Escalation Resources when appropriate
- Provide the best customer experience not only from a technical point of view as they will be the single point of contact for the customer
- Meet individual targets set by the direct supervisor on a monthly basis
- IT Outsourcing
Senior IT Support Engineer
STEFANINI Romania
06.2015 - 04.2018
- Company Overview: IT Outsourcing & Software Application Development
- Starting off answering calls and making troubleshooting steps to search for the problem of the users
- Phone calls in German and English, the documentation of the tickets in English only
- From office repair to installing new software to solving business applications, losing or stolen IT equipment's procedure
- Unlocking windows accounts
- Resetting windows password, BAAN password
- Creation of UNIX, Oracle accounts
- User Terminations
- Connecting remotely to user's PC
- Providing users with new pins for secure id cards
- Assisting user from the smallest issue to the biggest issue
- Was managing more than 50 applications for the employees
- Assigned to another task on chat
- Assigned to another task as in e-mails, supported users through e-mails regarding every issue
- Assigned then to another task as in CASE, assisting user that open a ticket with an issue then calling user back and assisting him with every issue that he has Day by day doing the calls +e-mails +chat
- IT Outsourcing & Software Application Development
Education
Web Development Course - HTML5, CSS3, Vanilla JavaScript
Informal IT School
Certificate - undefined
ITIL 4 Foundation training version 2
Bachelor degree - International Business Profile, German Line
"Babes Bolyai” University
01.2008 - 01.2011
High School Diploma - Philology - Intensive English
Ion Codru Dragusanu High School
Victoria, Brasov County 01.2004 - 01.2008
Skills
- Office 365 (SharePoint Online/ OneDrive for Business, Exchange Online, Security and Compliance, etc)
- Azure Identity/Microsoft Entra ID
- M365 Apps for enterprise
- Azure information Protection
- KUSTO
- AWS
- Web development (JavaScript, HTML5, CSS3)
- Kibana
- PowerShell scripting
- Local Active Directory
- Grafana
- Process monitor
- Process Explorer
- Fiddler
- SQL Developer
- QlikView developer
- QlikView Management Console
- Microsoft Visual Studio
- GitHub
- Git Lab
- PC Operation Systems starting from version 95 till today
- Windows Server 2016 administration
- Linux server administration (Web servers, App servers)
Certification
- ITIL 4 Foundation V2, IT Academy Bucharest
- HTML, CSS, JavaScript MIMO, MIMO Application course.
- Windows Server 2016 Administration, 02/17/20
- Python Bootcamp: Go from zero to hero in Python 3, 02/29/20
- SQL & PostgreSQL for Beginners, 03/23/20
- Identity & Access Management - Azure Active Directory 2021
- SC-300 Course - Microsoft Identity & Access Administrator
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Microsoft Certified: Cybersecurity Architect Expert
- Microsoft Certified: Azure Security Engineer Associate
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Azure Fundamentals
Languages
Romanian
Native
English
Fluent
German
Fluent
Personal Information
- Date of birth: 03/20/89
- Gender: M
- Nationality: Romanian
Affiliations
- Reading and learning new things related to Cybersecurity.
- Love spending time with my family (Wife and son)
- Fitness/Gym
- Travelling in the mountains
References
References available upon request.
Timeline
Azure Identity Support Escalation Engineer
Microsoft Romania
01.2025 - Current
Azure Identity Support Engineer
MICROSOFT Romania
10.2022 - 01.2025
IT System Lead/Application Manager
ACCENTURE Industrial Romania
05.2022 - 10.2022
Office Premier Support Engineer
MICROSOFT Romania (RINF TEMPS Agency)
01.2021 - 02.2022
Application Management and Support Consultant
NTT Data Brasov
01.2019 - 01.2021
Office 365 Support Engineer
WIPRO Technologies
04.2018 - 01.2019
Senior IT Support Engineer
STEFANINI Romania
06.2015 - 04.2018
Bachelor degree - International Business Profile, German Line
"Babes Bolyai” University
01.2008 - 01.2011
High School Diploma - Philology - Intensive English
Ion Codru Dragusanu High School
01.2004 - 01.2008
Certificate - undefined
ITIL 4 Foundation training version 2
Web Development Course - HTML5, CSS3, Vanilla JavaScript
Informal IT School
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