Vlad George Gorgan
Senior Support Technician
Iasi
Summary
Technically inclined individual with a strong focus on providing technical assistance. Reputation as an outstanding troubleshooter backed by a collaborative and adaptable demeanor that seamlessly integrates with team dynamics. Quick and eager learner who thrives in various environments and has a knack for simplifying complex concepts to ensure clear and effective communication.
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Overview
9
9
years of professional experience
2018
2018
years of post-secondary education
2
2
Languages
Work History
Senior Technical Support Engineer
Genpact
01.2024 - Current
- Provide advanced technical support for microbiology instruments, remotely diagnosing and resolving hardware and software issues to ensure optimal performance.
- Perform in-depth log analysis and root cause identification using Salesforce, Genesys, RSS, and SQL, enhancing system reliability and support efficiency.
- Manage parts procurement and inventory with precision, maintaining accurate order logs to support seamless operations.
- Collaborate with cross-functional teams to swiftly resolve complex technical challenges, ensuring minimal downtime.
- Uphold rigorous documentation standards, contributing to a comprehensive knowledge base for ongoing support and process improvement.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored system performance to identify potential issues.
Senior Discrete Graphics Support Technician
Genpact
01.2022 - Current
- Expertly troubleshot complex discrete graphics issues, ensuring optimal software and hardware performance.
- Utilized Salesforce and Genesys for streamlined service request management and documentation.
- Collaborated within cross-functional teams, leveraging collective insights to swiftly resolve challenges.
- Meticulously tested and analyzed discrete graphics components, ensuring precise problem identification.
- Managed orders log, facilitating seamless procurement of parts, and maintaining inventory accuracy.
- Facilitated transparent communication of issue resolutions to internal teams and clients.
- Innovatively addressed unique, discrete graphics challenges while adhering to established procedures.
- Committed to continuous learning, staying updated on industry trends, and technological advancements.
- Uphold rigorous documentation standards, contributing to a comprehensive knowledge repository.
- Prioritized customer care and satisfaction, consistently delivering high-quality solutions.
Technical Support Consultant
HCL Technologies
10.2019 - 01.2022
- Served as a Technical Support Consultant at HCL Technologies, providing exceptional customer care and technical support for diverse software and hardware solutions to Italian and European clients, specializing in production and office printers.
- Conducted rigorous testing and troubleshooting of software and hardware components, swiftly rectifying issues to ensure optimal performance of appliances.
- Managed incoming service requests using ticketing systems, promptly addressing concerns, and delivering timely solutions.
- Collaborated closely with dispatch teams, ensuring seamless service delivery, and maximum customer satisfaction through appropriate case escalation.
- Orchestrated the procurement of essential parts and components, meticulously maintaining an orders log for precise inventory management.
- Leveraged tools like Genesys, ESAP, and Microsoft Office to facilitate effective communication, data analysis, and reporting.
- Established strong relationships with clients, fostering trust and loyalty through exceptional communication skills and professionalism.
Junior Accounting Specialist
UniCredit Services S.C.p.A.
03.2019 - 10.2019
- As a dedicated Back Office Specialist at Unicredit Italy, within the Securities Department, I was entrusted with the crucial responsibility of managing sensitive data and facilitating intricate transactions involving funds and actions mandated by local banks. My role required meticulous attention to detail, a deep understanding of financial protocols, and the ability to maintain the utmost confidentiality.
- Supported month-end closing process by preparing journal entries, account reconciliations, and variance analysis reports.
- Improved financial accuracy by performing detailed account reconciliations and resolving discrepancies.
- Enhanced financial reporting by creating clear and concise financial statements, providing insight into company performance.
- Increased efficiency in accounts payable and receivable management, reducing processing time and minimizing errors.
IT Service Desk Analyst
Capgemini
05.2018 - 03.2019
- As a dedicated IT Service Desk Analyst with proficiency in both Italian and English languages, I played a pivotal role in ensuring smooth IT operations by effectively addressing a wide range of technical issues.
- My responsibilities spanned across Active Directory (AD) management, user creation, privileges administration within the network, Identity Management (IDM), ServiceNOW, and proficient usage of Outlook and Teams.
- I took charge of Level 1 (L1) technical support, expertly troubleshooting and resolving issues, along with efficiently managing and resolving tickets.
- Additionally, I extended my support to encompass general media queries involving PCs, phones, mobile phones, printers, and project-related software concerns for end users.
Recovery Officer
FireCredit
03.2018 - 05.2018
- Employ persuasive communication to engage clients behind on payments.
- Devise tailored solutions for payment and negotiation.
- Maintain accurate records and follow payment schedules.
- Collaborate with teams and escalate complex cases.
- Ensure compliance with regulations and targets.
Customer Care Agent with Italian English
AlmavivA
04.2017 - 03.2018
- Provide exceptional customer service in both Italian and English languages.
- Address customer inquiries, concerns, and requests via phone, email, and chat.
- Troubleshoot technical issues related to telephony services and assist with solutions.
- Assist customers with flight reservations, changes, and inquiries for airlines.
- Process bookings, cancellations, upgrades, and rebooking requests.
- Resolve conflicts and customer disputes with professionalism and empathy.
- Maintain accurate records of interactions and transactions.
Sales Callcenter Operator
Xerox
09.2016 - 04.2017
- As a Sales Representative within a high-performing Call Center environment, I excelled in promoting and selling cutting-edge media solutions tailored to the Italian market.
- My role was instrumental in driving revenue growth and expanding our customer base through persuasive communication and active listening.
- I effectively engaged with potential clients over the phone, building strong rapport and understanding their unique needs to provide tailored solutions.
- By exceeding sales targets, I demonstrated my ability to effectively communicate the value and benefits of our products while addressing objections and adapting to customer preferences.
Education
Bacalaureat - Filologie
Liceul Teoretic Vasile Alecsandri
Accounting Specialization
University Alexandru Ioan Cuza
01.2015 - 01.2018
Industrial Management
Gheorghe Asachi Technical University of Iași
Skills
Remote support
Application support
Customer support
Virtualization technologies
Remote diagnostics
Incident management
Hardware diagnostics
Main Qualities
- Proven track record in delivering exceptional customer service, ensuring client satisfaction through effective communication and problem resolution.
- Possess advanced technological proficiency, adept at leveraging various tools and platforms to enhance customer experience and streamline processes.
- Demonstrated ability to diagnose and resolve issues across diverse domains, showcasing a problem-solving mindset and a commitment to delivering efficient solutions.
- Capable of providing straightforward and concise solutions to complex problems.
- Adept at leveraging available resources to overcome obstacles and deliver results.
General Description
A technically inclined individual, I am driven by a strong focus on providing technical assistance. My reputation as an outstanding troubleshooter is backed by a collaborative and adaptable demeanor that seamlessly integrates with team dynamics. A quick and eager learner, I thrive in various environments and possess a knack for simplifying complex concepts to ensure clear and effective communication.
Studies
- Liceul Teoretic Vasile Alecsandri, Bacalaureat, Filologie, 2015
- University Alexandru Ioan Cuza, Faculty of Economy and Business Administration / Accounting Specialization, 2015-2018
- Gheorghe Asachi Technical University of Iași, Engineering/Industrial Management, 2019
Timeline
Senior Technical Support Engineer
Genpact
01.2024 - Current
Senior Discrete Graphics Support Technician
Genpact
01.2022 - Current
Technical Support Consultant
HCL Technologies
10.2019 - 01.2022
Junior Accounting Specialist
UniCredit Services S.C.p.A.
03.2019 - 10.2019
IT Service Desk Analyst
Capgemini
05.2018 - 03.2019
Recovery Officer
FireCredit
03.2018 - 05.2018
Customer Care Agent with Italian English
AlmavivA
04.2017 - 03.2018
Sales Callcenter Operator
Xerox
09.2016 - 04.2017
Accounting Specialization
University Alexandru Ioan Cuza
01.2015 - 01.2018
Industrial Management
Gheorghe Asachi Technical University of Iași
Bacalaureat - Filologie
Liceul Teoretic Vasile Alecsandri
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