Roxana Stancu
Application Support Engineer
Bucharest
Summary
Active and passionate IT professional with a strong focus on transparent communication with management to resolve issues effectively. Enthusiastic about technology, sports, and nutrition, with a proactive approach to problem-solving and continuous improvement.
Overview
6
6
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Technical Support Engineer
IBM
12.2021 - Current
- Worked in an Agile environment using Scrum methodology, utilizing JIRA for task management and tracking team progress.
- Provided technical support for customers and assisted in troubleshooting.
- Resolved high-level support incidents and managed incident escalation processes, reducing incident resolution time by 95%.
- Ensured 24/7 availability and functionality for critical back-end applications within a cluster (On-Call).
- Analyzed business requirements and technical specifications to implement solutions effectively.
- Performed manual and automated deployments for applications and server resources (Product Releases).
- Investigated application logs to identify root causes of issues and implemented fixes.
- Created User Stories to effectively capture and communicate technical requirements for the team.
- Coordinated weekly report presentations to the Operations Manager, providing insights into team performance, incident resolution time, and customer satisfaction metrics.
- Conducted Level 1 meetings focusing on customer satisfaction, incident resolution times, and addressing client concerns to improve service delivery.
- Worked with AWS Cloud services, including log analysis, certificate management, and configuring the AWS alarming system to ensure system performance and reliability (CloudWatch, ECS, Secrets Manager, IAM).
- Generated reports regarding the management of BMW clients across different markets, allowing the Business BMW team to review and analyze data.
- Extracted data from databases based on specific business requirements, enabling informed decision-making and performance analysis.
- Provided training to new colleagues, helping them understand internal processes, tools, and best practices.
IT Support Specialist
JTI (Japan Tobacco International)
09.2019 - 01.2021
- Configured iPads, mobile phones, printers, and scanners to set up workstations for employees.
- Diagnosed and resolved technical issues related to hardware, software, and network connectivity.
- Installed and maintained operating systems and business applications.
- Provided technical support via phone or in person, ensuring prompt issue resolution.
- Managed user accounts and permissions to ensure secure access control.
- Developed reports in Entersoft Interface using SQL Server.
- Tested and troubleshot the Entersoft Mobile Application to improve functionality.
- Provided technical support for mobile devices used by sales agents.
- Managed and provided technical support for JTI’s national sales project using Entersoft iOS.
Education
Master of Science - E-business
Bucharest University of Economic Studies
Bucharest, Romania07-2023
Bachelor of Science - Economic Cybernetics, Statistics And Informatics
Bucharest University of Economic Studies
Bucharest, Romania07-2021
Skills
Problem-solving
Teamwork and collaboration
Ticket management
Analytical thinking
Certification
Microsoft Certified: Azure Fundamentals
Sport and Nutrition
I am passionate about staying active through various sports, from CrossFit to dance, and I encourage others to adopt healthy lifestyles. I stay informed about nutrition to support my fitness goals and promote balanced eating habits. My dedication to both sports and nutrition enhances my discipline, focus, and overall well-being, which I bring into my professional life.
Timeline
ITIL 4 Foundation Certification
03-2025
Microsoft Certified: Azure Fundamentals
01-2022
Technical Support Engineer
IBM
12.2021 - Current
IT Support Specialist
JTI (Japan Tobacco International)
09.2019 - 01.2021
Master of Science - E-business
Bucharest University of Economic Studies
Bachelor of Science - Economic Cybernetics, Statistics And Informatics
Bucharest University of Economic Studies
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