Mihaela Vologa

• Led and coached a 20-member Service Desk team, ensuring 24/7 high-quality customer support and full compliance with SLAs.
• Monitored performance KPIs through dashboards, analyzed trends, and implemented targeted improvement programs to enhance operational efficiency and service quality.
• Maintained ongoing communication with the Managed Services Chief Operating Officer and the MSDM regarding team performance, development, and strategic improvements.
• Collaborated closely with Subject Matter Experts (SMEs) to track and implement automation initiatives improving productivity and ticket handling speed.
• Organized monthly shift schedules (ROTA) to ensure optimal coverage for round-the-clock support operations.
• Conducted regular 1:1 coaching sessions and weekly team meetings, fostering open communication, accountability, and continuous professional growth.
• Partnered with cross-functional teams to align service delivery with business objectives and customer expectations.

• Perform configurations and troubleshooting on various STB components;
• Provide expertise in the analysis of major incident root cause and follow up with vendors and other Corporate teams as needed;
• Investigate and communicate outage impact to service (duty / incident) managers. Drive investigation and resolution efforts for critical incidents where multiple parties are involved;
• Support and manage architecture (Linux and Windows Based) for Video services;
• Troubleshoot and identify software bugs, perform root cause analysis on performance issues as needed;
• Provide feedback to the T&I teams (Technology, Product, IT ) concerning the performance and capacity of the interactive platform in production;
• Work closely with the NOC department and NMS team to set the requirements for alarm management;
• Provide knowledge transfer;
• Provide handover documentation;

Competences:
Video systems: Transcoders, Packagers, Media Delivery, VSPP/Fabrix;
OTT delivery protocols: HLS, Dash, HSS;
Monitoring services: Dynatrace, Extrahop, Kibana, Grafana, Zipkin, Icinga, Spectrum
Tools: Swagger, Postman, Jira, Remedy, DDS, Observer,
Experience with STB delivery platforms.

• Perform configurations and troubleshooting on various STB components;
• Provide expertise in the analysis of major incident root cause and follow up with vendors and other Corporate teams as needed;
• Investigate and communicate outage impact to service (duty / incident) managers. Drive investigation and resolution efforts for critical incidents where multiple parties are involved;
• Support and manage architecture (Linux and Windows Based) for Video services;
• Troubleshoot and identify software bugs, perform root cause analysis on performance issues as needed;
• Provide feedback to the T&I teams (Technology, Product, IT ) concerning the performance and capacity of the interactive platform in production;
• Work closely with the NOC department and NMS team to set the requirements for alarm management;
• Provide knowledge transfer;
• Provide handover documentation; Competences: Video systems: Transcoders, Packagers, Media Delivery, VSPP/Fabrix; OTT delivery protocols: HLS, Dash, HSS; Monitoring services: Dynatrace, Extrahop, Kibana, Grafana, Zipkin, Icinga, Spectrum Tools: Swagger, Postman, Jira, Remedy, DDS, Observer, Experience with STB delivery platforms.

▪ Support for OTT and DTV services in multiple countries using specific tools (ticketing and infrastructure monitoring) and processes (incident management, change management, problem management, event management);
▪ Responsible for the coordination, support, management and execution of reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance level;
▪ Monitoring of IT Infrastructure and Video Services;
▪ Follow internal incident, change and release management processes;
▪ Investigate troubleshoot and fix problems on relevant systems;
▪ Investigate incidents where technical domain relevancy and ownership is unclear, localize issue and either fix or assign to relevant technical domain owner for fix;
▪ Coordinate with vendor partners in the resolution of tickets providing traces, logs;
▪ Creation of incidents on alert, and logging of incidents. Create and distribute tasks to relevant support entities;
▪ Creating Problem tickets based on recurring incidents and add information as required;
▪ Ownership of incidents until fix, with follow up duties, and taking responsibility for e2e resolution of incidents, coordinating the fix with others teams;
▪ Provide expertise in analysis of major incident root cause and follow up with other Corporate teams as needed;
▪ Adhere to Service and Operational Level Agreements. Working towards targets set by Performance Management;
▪ Perform Change Management and Problem Management tasks relevant to the Central Service Desk including monitoring coordination for patches, and implementation approval of Change;
▪ Time to respond and time to fix incidents and trouble tickets, defined within the Service Level Agreement defined for a specific priority of service impact.

▪ Data transition;
▪ Real time code tracking using Data Project software solutions;
▪ Video editing;
▪ Detailed analysis of all of the data;
▪ Charts reporting on particular activities;
▪ Creating temporal trend graphs through graphical analysis;
▪ Weekly meetings for reports and data analysis;
▪ Uploading video and scouting file on the Data Video Sharing server;
▪ Traveling abroad whenever is needed;
▪ Collaborate with foreign coaches and professional players;

▪ Perform real-time proactive monitoring of servers, database and network devices using monitoring
tools : Solarwinds, Vistara IT and Nagios
▪ Accurately log incidents within Service Now (SNow), documenting symptoms and perform event
rating;
▪ Update assigned tasks in a timely manner, escalate as required to management, vendors and
clients;
▪ Monitor multiple logs across diverse platforms to uncover specific activities as they occur from
platform to platform.
▪ Ensure proper escalation during outages or periods of degraded system performance, problem
resolution and customer satisfaction;
▪ Managing the correct assignment of High Priority Incidents, acting as buffer between Users, Service
Desk and Client Support Groups; broadcasting the status updates using predefined Hierarchical
Communication plans;
▪ Communicating closely with the Incident Controller, system engineers, developers to resolve alerts,
incidents, prioritizing and solving them;
▪ Participate in 24x7 rotating shift schedule with ability to work day, evening and weekends as
required.
▪ Create and implement documentation and procedures for alerting and escalation.

▪ The main responsibility is to provide assistance to Level 1 technicians from EY on various issues
according to EY policies and procedures, via inbound calls and chats.
▪ Assisting agents when new procedures and knowledge articles are created for a better
understanding. Also setting reminders for them through emails;
▪ Creating accounts for new hired IT Technicians and making sure that they are able to perform their
daily tasks without any issues;
▪ SME (Subject Matter Expert) - Checking and validating tickets for proper escalation;
▪ Participating in outage chats and daily chats referring to issues raised by the clients;
▪ Providing feedback as a tester for various important applications for EY.
▪ Coaching agents in QC stage 2 and when needed.
▪ Assisting IC team when outages are declared by checking the tickets, calling Infrastructure, posting
email and Service Disruption also recording FEM/IVR message on the line;
▪ Providing floor management and ensuring that the Service Level Agreement is fulfilled by being duty
TL and IC after hours or if needed .
▪ Keeping a close collaboration with the management, CMC, Infrastructure and QA
▪ Participating in team meetings with the TL, QA team and trainers to discuss about improvement
plans and ideas;
▪ Handling Lost/Stolen cases.
▪ Creating accounts and generating codes for Blackberry and Good Mobile Messaging platform.
▪ Creating and sending the Weekly Newsletter, containing the weekly planned maintenance, the
knowledge created or updated and other changes;
▪ Weekly feedback for the new applications;
▪ Adherence reports when requested by Team Leaders;
▪ Handling angry user calls as supervisor.

• ▪ Providing IT support on specific software to users according the EY Security Policy and procedures;
  raising, updating and solving tickets using the Service Now (SNow) platform;
  ▪ Troubleshooting hardware and software issues, using the Knowledge Base (KB) articles from
  Service Now and Lotus Notes databases, such as PSSR and HOT Topics, and constantly proposing
  ways of improving the KB database;
  ▪ Providing assistance through inbound and outbound phone calls, as well as through emails for the
  tools used by the customer, such as:
  ▪ Symantec PGP
  ▪ SCCM;
  ▪ Office Suite;
  ▪ MS Windows;
  ▪ Shared mailboxes;
  ▪ Windows file share;
  ▪ Lotus notes database;
  ▪ MS Sharepoint;
  ▪ Windows file sharing;
  ▪ Remote connection applications;
  ▪ Good for enterprise;
  ▪ Blackberry;
  ▪ Active Directory;
  ▪ RSA tokens;
  ▪ Cisco and Nortel hardphone;
  ▪ InContact/InTouch;
  ▪ LAN and Wireless connectivity troubleshooting;
  ▪ Printers;
  ▪ EY specific applications;
  ▪ Escalating issue to designated support levels, if needed;
  ▪ Assisting the Knowledge Engineers in documenting and updating the knowledge base articles,
  based on the most frequently issues reported by the users;
  ▪ Logging remotely to the client's computer and help them solve software issues;
  ▪ Processing technical issues into the ticketing system;
  ▪ Troubleshooting hardware, software and network related issues.

Faculty of Economic, Cybernetics, Statistics and Informatics

Faculty of Economic, Cybernetics, Statistics and Informatics