Radu Olaru
Bucharest
Summary
Accomplished support professional delivering reliable information and communications technology assistance. Maintained robust, high-performing systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting. Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Application Support Specialist
PwC Romania
9 2022 - Current
- Collaborate with development team to ensure seamless deployment and operation of software applications utilizing Azure DevOps
- Provide top-notch technical support to clients and end-users, addressing inquiries, troubleshooting issues, and offering solutions promptly
- Azure Cosmos DB, and MSSQL databases, optimizing query performance and data integrity
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Assist in the implementation of continuous integration and continuous deployment (CI/CD) pipelines, streamlining the development and release processes.
- Performed root cause analysis to identify issues and limit repeat reoccurrence.
- Expertly utilize Service Bus to manage communication between distributed components of applications, optimizing data flow and system reliability
- Conduct thorough testing using Visual Studio to validate API endpoints, ensuring data accuracy and proper functionality
- Diagnosed and resolved database-related issues by working with MongoDB
- Collaborate with development teams to analyse application logs and diagnose complex technical issues, reducing downtime and improving overall system stability
- Contribute to the creation and maintenance of detailed documentation, including troubleshooting guides and knowledge base articles, improving support efficiency
- Monitor and manage the health and performance of applications, utilizing monitoring tools (DataDog, Opsgenie) and techniques to proactively identify and address potential issues
- Work in an ITIL environment
Application Support Specialist
NN Romania
10.2018 - 09.2022
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Perform the administration and optimization of the systems; - Responsible for finding solutions, workarounds and/or fixes in order to maintain and improve the functionality of the systems in his/her administration
- Promote the new applications/systems into production, perform various technical tests on systems and properly install the patches and version releases;
- Documents functions and changes, configurations, monitoring and other areas (e.g., error handling, backup/recovery procedures)
- Assist in the development of user guides and training documentation for systems
- Monitor the system, set up automated alerts, and performance notifications to proactively address problems
- Troubleshoot, upgrade, monitor, and diagnose application and system problems to enable ongoing business
- Respond to problems in workflow or unmet business needs with strategies and potential solutions
- Working with BMC Remedy and Service Now ticketing systems
- Work in an ITIL environment
Payments Operations Engineer
ING Bank
11.2017 - 10.2018
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Primarily responsible for finding solutions, workarounds and/or fixes in order to maintain and improve the functionality of the systems as part of the 2nd line support
- Research, document, and act as subject matter expert on specified applications
- Participate in design and improvement processes
- Proactively identify issues within the environment and resolve them
- Create scripts to simplify processes and improve alerting
- Troubleshoots software and/or infrastructure issues as necessary, including hands-on correction of problems and working with necessary support teams to solve issues
- Participate in DR/BCP plans
- Working with Service Now ticketing system
- Work in an ITIL environment
System Support Specialist
ING Bank
03.2017 - 11.2017
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Primarily responsible for finding solutions, workarounds and/or fixes in order to maintain and improve the functionality of the systems as part of the 2nd line support
- Research, document, and act as subject matter expert on specified applications
- Participate in design and improvement processes
- Proactively identify issues within the environment and resolve them
- Create scripts to simplify processes and improve alerting
- Troubleshoots software and/or infrastructure issues as necessary, including hands-on correction of problems and working with necessary support teams to solve issues
- Participate in DR/BCP plans
- Working with Service Now ticketing system
- Work in an ITIL environment
Sr E-banking specialist
ING Bank
12.2015 - 02.2017
- Client on-boarding/set-up
- Standard channel/product implementation
- Support to clients in channel implementation, set-up, activation and training
- Help-line for clients, including dispatching to other teams with overall monitoring and follow up on progress
- Daily issues for channel/product related systems
- Development and keeping up to date client manuals and presentation materials
- Channel testing
Product Manager
ING Bank
06.2015 - 12.2015
- Analysed market trends using customer data, research, market reports and regulations.
- Collaborated with finance to develop robust business cases for product viability and profitability.
- Used available data to establish budgets and implanted controls to manage expenditure against targets.
E-banking specialist
ING Bank
07.2011 - 06.2015
Customer Services Adviser
Unicredit Bank
05.2008 - 07.2011
- Technical support for the ATM's network
- Training in branches for ATM's
- Monitoring the anti burglary system for the ATM's
- Technical support for the POS's network
- Technical support for owners of UniCredit Tiriac Bank cards (informations about accounts balance, amount of the pay, temporary modification of the card limit, blocking/unblocking cards Pin)
- Providing support to Online Banking users
- Obtained feedback from customers to improve service experience.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Verifying/confirming payments made on OnlineBanking
Helpdesk officer
03.2008 - 05.2008
- Install and configure the Multicash application (electronic payment) for the business clients; -technical support for the Multicash application; -technical support for Online Banking(electronic payment)
Education
Engineering
Politehnica University
Skills
Service bus
MSSQL
Postman
MongoDB
Azure DevOps
Software diagnosis
Troubleshooting proficiency
Application support
Technical issues analysis
System monitoring
Certification
Microsoft Certified: Azure
Fundamentals
Timeline
Application Support Specialist
NN Romania
10.2018 - 09.2022
Payments Operations Engineer
ING Bank
11.2017 - 10.2018
System Support Specialist
ING Bank
03.2017 - 11.2017
Sr E-banking specialist
ING Bank
12.2015 - 02.2017
Product Manager
ING Bank
06.2015 - 12.2015
E-banking specialist
ING Bank
07.2011 - 06.2015
Customer Services Adviser
Unicredit Bank
05.2008 - 07.2011
Helpdesk officer
03.2008 - 05.2008
Application Support Specialist
PwC Romania
9 2022 - Current
Engineering
Politehnica University
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