Summary
Overview
Work History
Education
Skills
Certification
Timeline
Work Availability
IT Courses
Awards
Soft Skills trainings
Language Skills
Projects
IT Courses
Awards
Soft Skills trainings
Language Skills
Projects
Awards
Soft Skills trainings
Language Skills
Hi, I’m

Burnei Amalia

Bucharest
Burnei Amalia

Summary

Results-driven Senior Product Support Manager with a strong record of enhancing service efficiency, customer satisfaction, and business impact in the Life Sciences and Retail industries. Proven ability to lead global teams, drive cross-functional collaboration, and implement strategic solutions that optimize support services and product performance. Expert in Agile methodologies, IT service management, and cross-functional collaboration, with proficiency in Confluence, Jira, SQL Analytics, and Knowledge Management. Adept at strategic planning, workforce development, and process automation, ensuring seamless support operations. Skilled in collaborating closely with Product Development, Cloud Ops, Program Managers, and Product Managers throughout the release lifecycle to ensure release readiness for support. Recognized for exceptional leadership, problem-solving, and customer retention initiatives, driving continuous innovation in support services.

Overview

13
years of professional experience
1
Certificate

Work History

Oracle

Senior Product Support Manager- Health Sciences
09.2022 - Current

Job overview

  • Led service improvement and delivery for Life Sciences GBU, driving operational efficiency and enhancing customer satisfaction.
  • Utilized Agile methodologies and the Atlassian Suite (Jira, Confluence) to optimize team performance and streamline support operations.
  • Directed strategic planning, workforce management, and IT service management, ensuring seamless operations and adherence to key performance indicators (KPIs).
  • Successfully coordinated cross-skilling initiatives for 11 engineers, expanding technical expertise and team flexibility.
  • Spearheaded cross-functional training programs, collaborating closely with Product and Services teams to upskill the technical support team and enhance service capabilities. Strengthened alignment between Development, Product, Engineering, Services, and Consulting teams.
  • Continuously improved service desk processes, focusing on comprehensive documentation, process automation, and efficiency optimizations.
  • Served as a primary escalation point for critical customer issues, working closely with internal teams to drive timely and effective resolutions.
  • Defined the End-to-End Cloud Support Management Workflow: Proactive Monitoring -> Incident Response & Escalation -> Root Cause Analysis & Prevention -> Reporting & Analytics -> Process & Automation Improvements:
  • Key Support Tools Used: OCI Console & Logging / APM / Grafana / Elasticsearch & Kibana / OCI Logging
  • Led key strategic projects to enhance operational efficiency and customer experience:
  • Error Glossary & Performance Checklist / Clinical One Release Readiness program / Quality Review Platform / Knowledge Management, Training App, and Chat Tool – Continuously improving support capabilities and customer engagement.

Oracle

Manager, Product Support - Health Sciences
01.2021 - 08.2022

Job overview

  • Managed and trained a 14-engineer Service Desk team, ensuring high-quality customer support.
  • Defined processes, teams, and tools to support the new product and ensure smooth deployment.
  • Delivered comprehensive training and maintained documentation in Confluence for continuous improvement.
  • Integrated Knowledge Base and Chat Tools for improved self-service options and streamlined support.
  • Introduced product enhancements to boost customer satisfaction, sales, and efficiency.
  • Monitored customer satisfaction and provided support for major escalations.
  • Led problem management activities, identifying and resolving recurring issues.
  • Collaborated cross-functionally with Product, Engineering, Cloud, and Services teams to address complex issues.
  • Cross-trained 15 engineers from other teams to increase agility and efficiency.
  • Conducted team meetings and collaboration sessions to align on goals and resolve challenges.
  • Implemented process improvements that increased response times and service quality, and optimization.
  • managing end-to-end cloud support processes, utilizing a wide range of tools for efficient incident resolution monitoring, and performance optimization.

Oracle Romania SRL

Customer Support Manager - Retail
11.2017 - 12.2020

Job overview

  • Successfully led a team of 22 L1/L2 engineers, optimizing performance, efficiency, and service quality.
  • Designed and led a new training program for new hires, enhancing productivity, accuracy, and service quality.
  • Optimized department schedules to ensure peak-hour coverage.
  • Collaborated with senior management to define KPIs, including FRT, CSAT, and Average Resolution Time.
  • Managed staffing challenges, disputes, terminations, and disciplinary procedures.
  • Developed an employee evaluation process, incorporating quality reviews, training, and mentoring to improve performance.
  • Streamlined ticket routing, automation, and escalation processes for greater efficiency.
  • Focused on Knowledge Management by creating with the team to create our FAQs, knowledge bases, and video tutorials to reduce support ticket volume.
  • Standardized support responses across phone, email, chat, and social media to maintain brand consistency and service quality.
  • Provided weekly and monthly workload and trend reports using BI tools.

Oracle Romania SRL

Coordinator for Bucharest - Retail Micros Support
04.2015 - 10.2017

Job overview

  • Granted supervisor access to monitor the team, ensuring availability, best practices, and KPI compliance.
  • Developed and maintained a 24/7 scheduling program in Confluence.
  • Supported team alignment with Oracle policies post-acquisition.
  • Point of contact for the MOS/GCCA Ticketing System and Telephony transition during Micros integration.
  • Conducted DID Telephony testing and MLPN updates before GCCA Go Live.
  • Participated in the Train The Trainer program.
  • Delivered MOS training for Bucharest teams and technical/functional training for RetailJ.
  • Provided management with insights on team activities, business processes, and MOS tool enhancements.
  • Volunteered for the Entitlements Request Project to improve contract, credit, collections, and renewal tracking.
  • Served as POC for new hires, ensuring onboarding success, training plan assignments, and EDP query support.
  • Led Bootcamp sessions for new Micros engineers in Food & Beverage, Hospitality, and Retail.

Oracle Romania SRL

Support Analyst
11.2011 - 10.2017

Job overview

  • Managed SQL Server DB checks, re-indexing, repairs, backups, and queries for Retail J on Apache Tomcat.
  • Rebuilt registers post-HDD replacement and monitored back-office processes.
  • Ensured adherence to current configuration, installation, and support procedures.
  • Collaborated with SMEs on client enhancements and contributed as a Knowledge Base Author.
  • Delivered customer service that exceeded expectations.

Education

CITY College, University of York Europe
Bucharest

MBA from EMBA- General Management
2025

Faculty of Mathematics and Computer Science, University of Bucharest
Bucuresti Str. Academiei nr. 14, sector 1, C.P. 010014

Master of Science from Databases and Web technologies
2019

Faculty of Mathematics and Computer Science, University of Bucharest
Bucuresti Str. Academiei nr. 14, sector 1, C.P. 010014

Bachelor of Science from Mathematics and Informatics
2013

National College Vlaicu Voda
Negru Vodă 131, Curtea de Argeș 115300, România

High School Diploma
2008

Skills

  • Decision Making
  • Personal Drive
  • Results Focused
  • Planning & Organizing
  • Problem Solving
  • Synthesis Skills
  • Integrity
  • Training & Development
  • Escalation Management
  • Effective Time Management
  • Cross-functional Collaboration
  • Project Management
  • Customer Relationship Management
  • Cloud Support Management
  • Critical Thinking
  • Presentation Skills
  • Change Management
  • IT Service Management
  • Agile Expertise
  • Cloud Troubleshooting
  • Oracle Cloud Infrastructure
  • Grafana Performance Monitoring
  • Oracle Cloud Infrastructure Logging
  • APM
  • Kibana Data Visualization

Certification

  • Generative AI Overview for Project Managers
    Project Management InstituteProject Management Institute Issued Jan 2025
  • EXFACIE NEGOTIATION CONSULTANTS LIMITED logo
    Negotiation Masterclass EDi/Exfacie & University of YorkNegotiation Masterclass EDi/Exfacie & University of York
    EXFACIE NEGOTIATION CONSULTANTS LIMITED
  • Confluence Fundamentals Issued Apr 2024
  • Jira Fundamentals Issued Apr 2024
  • Jira Service Management Fundamentals Issued Apr 2024
  • Oracle Cloud Infrastructure 2023 Certified Foundations Associate
  • ITIL - Training completed - Certification scheduled
  • Certificate of professional competence in C ++ 2008
  • Language Competencies Certificate - University of Bucharest - Faculty of Foreign Languages - C1
  • CCNA 1 - Introduction to Networks -www.infoacademy.net -in class -2014
  • Linux Admin and systems -TelAcad -http://www.telacad.ro/ -in class -2014
  • PHP/MySQL -TelAcad -http://www.telacad.ro/PHP/MySQL - in class -2014

Timeline

Senior Product Support Manager- Health Sciences

Oracle
09.2022 - Current

Manager, Product Support - Health Sciences

Oracle
01.2021 - 08.2022

Customer Support Manager - Retail

Oracle Romania SRL
11.2017 - 12.2020

Coordinator for Bucharest - Retail Micros Support

Oracle Romania SRL
04.2015 - 10.2017

Support Analyst

Oracle Romania SRL
11.2011 - 10.2017

Faculty of Mathematics and Computer Science, University of Bucharest

Master of Science from Databases and Web technologies

Faculty of Mathematics and Computer Science, University of Bucharest

Bachelor of Science from Mathematics and Informatics

CITY College, University of York Europe

MBA from EMBA- General Management

National College Vlaicu Voda

High School Diploma
Availability
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IT Courses

  • CCNA 1 - Introduction to Networks -www.infoacademy.net -in class -2014
  • Linux Admin and systems -TelAcad -http://www.telacad.ro/ -in class -2014
  • PHP/MySQL -TelAcad -http://www.telacad.ro/PHP/MySQL - in class -2014

Awards

Q2 FY13 Employee Recognition Award - Connect Award -SSC Deal Management

Q2 FY15 Employee Recognition Award - The Extra Mile -SSC Deal Management

Q2 FY16 Spot Award. Oracle Support Micros Retail

Q4 FY18 Spot Award. Oracle Support Micros Retail

Q3 FY21 Pacesetter Team Award

Q2 FY23 Peer Award Winner

Soft Skills trainings

  • OWL EMEA Emerging Leader Summit – 2022
  • Lead to Achieve - 2018
  • Manager Bootcamp -2018
  • Change Management -Oracle - 2016
  • Time Management -Oracle - 2016
  • Advanced Communication -Oracle - 2017
  • Emotional Intelligence Training - Oracle -2014
  • Presentation Skills -Oracle -2014

Language Skills


  • English: Advanced
  • Italian: Intermediate
  • Spanish: Beginner


Projects

Training Initiative 2018 - ongoing - Coordinator

This program was designed to meet the team technical needs and covers personal areas of development as well.

 We deliver consecutive training sessions, with the help from some of the experienced team members.

  • Soft Skills sessions (Communication, Emotional Intelligence)
  • Technical skills session (SQl Fundamentals )
  • Language Initiative (2h per week 1xlanguage class - Spanish/Italian/German/Swedish/french)

 

Micros Bootcamp -2016 - Coordinator

Sessions delivered to new hires Retail and Hospitality. within the Support center Bucharest

  • Monthly meetings with the the presenters.
  • Build and hold presentations.
  • Agenda

 

Entitlement SRs for MICROS Retail -Proactive Support -2016 - created for tracking Customer Non Technical (NT) Entitlement Service Requests for MICROS Retail.

As a part of MICROS Retail team i would assign the request and investigate if the customer is entitled for support.

The purpose is to reduce calls from customers with no support and have MOS updated accordingly.

  • Held the weekly meetings to share feedback,exchange views,establish common approach.
  • Assisted with the deployment of the Printing error tool -for user to log the issues directly.

IT Courses

  • CCNA 1 - Introduction to Networks -www.infoacademy.net -in class -2014
  • Linux Admin and systems -TelAcad -http://www.telacad.ro/ -in class -2014
  • PHP/MySQL -TelAcad -http://www.telacad.ro/PHP/MySQL - in class -2014

Awards

Q2 FY13 Employee Recognition Award - Connect Award - Oracle SSC Deal Management

Q2 FY15 Employee Recognition Award - The Extra Mile - Oracle SSC Deal Management

Q2 FY16 Spot Award. Oracle Support Micros Retail

Q4 FY18 Spot Award. Oracle Support Micros Retail

Q3 FY21 Pacesetter Team Award - Oracle - Pandemic Apps

Q2 FY23 Peer Award Winner - Oracle - Life Sciences Global Business Unit

Soft Skills trainings

  • OWL EMEA Emerging Leader Summit – 2022
  • Lead to Achieve - 2018
  • Manager Bootcamp -2018
  • Change Management -Oracle - 2016
  • Time Management -Oracle - 2016
  • Advanced Communication -Oracle - 2017
  • Emotional Intelligence Training - Oracle -2014
  • Presentation Skills -Oracle -2014

Language Skills


  • English: Advanced
  • Italian: Intermediate
  • Spanish: Beginner


Projects

Quality & Process Improvements:

  • Quality Review Platform (2025) – Designed and implemented a structured review system to enhance quality standards.
  • Quality Review Process & Best Practices (2024) – Developed and standardized best practices to drive process efficiency.
  • Chat Tool Implementation (2023) – Successfully introduced and integrated a real-time communication tool within LSGBU Product to improve customer interactions.


Leadership & Coaching 

  • Mentor for the Global Units Industries - yearly projects working with key mentees in their growth journey.


Training & Knowledge Management

  • Agile Training Application – Product Manager (2022)
    - Designed APEX-based tool for training assignments and refresher tracking.
    - Defined functional requirements, conducted testing, and oversaw implementation.
    - Expanded adoption by introducing the tool to two additional support teams.
  • Knowledge Management Processes & Training Design (2021 – Ongoing) – Continuously improving documentation, training materials, and knowledge-sharing practices.
  • Training Initiative Coordinator (2018 – 2020)
  • Micros Bootcamp – Coordinator (2016) - Designed and delivered structured training sessions for new hires in Retail and Hospitality within the Bucharest Support Center. Facilitated knowledge transfer to accelerate onboarding and improve support efficiency.


Customer Retention

  • CRO Growth Initiative (2022 – Ongoing) – Leading efforts to enhance customer retention and expand relationships with Contract Research Organizations (CROs) through strategic engagement and tailored support.
  • Entitlement SRs for MICROS Retail – Proactive Support (2016) – Designed and implemented a tracking system for Non-Technical (NT) Entitlement Service Requests, improving customer entitlement management and proactive support for MICROS Retail clients.

Awards

  • Q1 FY25 – Pinnacle Award – Recognized for leading the introduction of the Quality Review Support Organization.
  • Q2 FY24 – Peer Award – Acknowledged for contributions to the Life Sciences Global Business Unit.
  • Q2 FY23 – Peer Award Winner – Recognized for outstanding collaboration and impact within the Life Sciences Global Business Unit.
  • Q3 FY21 – Pacesetter Team Award – Awarded for contributions to Oracle Pandemic Apps, driving innovation during critical times.
  • Q4 FY18 – Spot Award – Recognized for excellence in Oracle Support – Micros Retail.
  • Q2 FY16 – Spot Award – Awarded for contributions to Oracle Support – Micros Retail.
  • Q2 FY15 – Employee Recognition Award ("The Extra Mile") – Recognized for exceeding expectations in Oracle SSC Deal Management.
  • Q2 FY13 – Employee Recognition Award ("Connect Award") – Acknowledged for exceptional collaboration in Oracle SSC Deal Management.

Soft Skills trainings

  • OWL EMEA Emerging Leader Summit – 2022
  • Lead to Achieve - 2018
  • Manager Bootcamp -2018
  • Change Management -Oracle - 2016
  • Time Management -Oracle - 2016
  • Advanced Communication -Oracle - 2017
  • Emotional Intelligence Training - Oracle -2014
  • Presentation Skills -Oracle -2014

Language Skills


  • English: Advanced
  • Italian: Intermediate
  • Spanish: Beginner


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