Marina Precup

• Provide advanced technical support for Veeam’s backup and replication solutions across on-prem and cloud environments, including AWS, Google Cloud Platform (GCP), and Microsoft Azure.
• Troubleshoot complex issues across Windows Server environments (2008R2/2012R2/2016), TCP/IP networks, and third-party components such as VMware, Hyper-V, Microsoft Exchange, and SQL.
• Analyze and interpret logs to diagnose problems, identify root causes, and guide customers through resolution for known and unknown issues.
• Serve as a key technical contact for German- and English-speaking customers, delivering support with clarity and professionalism.
• Own support cases end-to-end, ensuring accurate case documentation in the CRM system in accordance with SLA guidelines.
• Collaborate with internal teams and vendors to resolve multi-layered issues, including those involving cloud integrations and configurations.
• Educate customers on configuration best practices, root cause insights, and Veeam feature usage to reduce recurring issues and improve system performance.
• Continuously expand technical knowledge of virtualization, cloud platforms, backup architecture, and Veeam’s evolving product suite.

Key Technologies & Tools:
Windows Server, TCP/IP, VMware ESXi, Microsoft Hyper-V, AWS, Google Cloud, Microsoft Azure, Microsoft Exchange, SQL Server, Oracle, Linux/Unix (basic), NAT, DNS, DHCP, CRM systems

Gained hands-on experience with IT infrastructure, virtualization, and backup technologies as part of a structured training program. Developed foundational skills in troubleshooting, customer support, and system administration, with exposure to platforms like VMware, Microsoft Hyper-V, and Windows Server. This role laid the groundwork for transitioning into a technical support position focused on virtualization and data protection.

• Delivered daily technical support to German-speaking clients, resolving a broad range of IT issues efficiently and professionally.
• Acted as an escalation point for complex service desk tickets, providing advanced troubleshooting and resolution.
• Assisted the wider Service Desk team by mentoring colleagues and contributing to continuous improvement efforts.
• Participated in regular meetings with the management team to evaluate support performance and implement process enhancements.
• Authored clear, structured Knowledge Base Articles to document solutions and improve first-call resolution rates.
• Supported and maintained enterprise IT infrastructure components, including Active Directory, Office 365, Microsoft Exchange, Citrix, and SCCM.
• Utilized ServiceNow for incident management, ensuring accurate ticket documentation and adherence to SLAs.
• Contributed to improving service delivery by identifying recurring issues and proposing preventive measures.

Key Technologies & Tools:
Active Directory, Networking (TCP/IP, DNS, DHCP), Office 365, Microsoft Exchange, Citrix, SCCM, ServiceNow, Windows OS (client and server)

• Provided first-line technical support to German-speaking clients via phone, chat, and email, ensuring clear and effective communication.
• Remotely accessed customer devices to diagnose and resolve technical issues in real time.
• Created, updated, and managed service tickets in ServiceNow, adhering to internal SLAs and documentation standards.
• Delivered daily support across a variety of user issues, including login problems, system errors, and application troubleshooting.
• Offered guidance on Active Directory-related tasks such as account unlocks and password resets.
• Maintained a high level of customer satisfaction by combining technical support with strong customer service and communication skills.

Key Technologies & Tools:
Active Directory, ServiceNow, Remote Access Tools, Windows OS, Customer Support, Technical Troubleshooting

• Conducted software testing activities, identifying bugs and collaborating closely with developers to ensure timely resolution.
• Provided technical support and performed ongoing maintenance for TELEKOM Romania’s database systems.
• Assisted in database performance analysis and troubleshooting tasks to maintain system stability and data integrity.
• Utilized SQL and PL/SQL to query, update, and manage data within Oracle databases.
• Documented issues and technical findings to improve overall product reliability and testing efficiency.

Key Technologies & Tools:
SQL, PL/SQL, Oracle Database, Bug Tracking & Reporting, Technical Support