Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Hobbies, Languages & Projects
Hobbies
Generic

Mircea Calin

Curtea De Argeş

Summary

IT Support Engineer with over five years of experience in providing exceptional technical support. Proficient in managing help-desk ticket systems and resolving complex issues while collaborating effectively with teams to ensure seamless operations. Committed to delivering outstanding customer service and technical training, consistently meeting service level agreements and improving operational efficiency. My background also includes web development projects both academic and personal.

Overview

4
4
years of professional experience
1
1
Certification

Work History

2nd Line Support Engineer

Green 4 Solutions
08.2022 - 01.2025
  • Acted as the key communication bridge between clients and internal technical teams to coordinate and resolve Priority-1 incidents, ensuring minimal downtime and SLA compliance.
  • Reproduced complex technical issues, documented clear steps-to-replicate, and created detailed DevOps/Jira cases for code review and development fixes.
  • Conducted end-to-end functional and regression testing of the booking journey to validate defect fixes, improve reliability, and maintain a seamless customer experience.
  • Delivered EPOS support and troubleshooting (hardware, software, network connectivity, payment integrations), collaborating with vendors to resolve escalated issues.
  • Administered user lifecycle management in Active Directory, including account provisioning, access control, password resets, and group policy updates.
  • Configured and maintained Microsoft Dynamics 365 product catalog and workflows, supporting business operations and enabling efficient sales/fulfilment processes.
  • Led the daily support stand-up meeting, prioritising incidents, assigning owners, monitoring progress, and escalating blockers to maintain operational efficiency.

IT Field Support Engineer

Whistl
08.2021 - 01.2022
  • Logged, triaged, and resolved 1st and 2nd line support tickets via the company helpdesk system, ensuring timely response to incidents and service requests.
  • Responded to employee support callouts (in-person and remote), diagnosing technical issues and providing quick resolutions to minimise downtime.
  • Conducted user consultations to identify the nature and scope of technical problems, escalating to senior support or development when required.
  • Performed routine servicing and preventive maintenance on IT hardware and office equipment to reduce unexpected failures.
  • Inspected and troubleshot hardware, software, and network issues, applying fixes or coordinating repairs with vendors.
  • Repaired and replaced faulty components, ensuring minimal disruption to business operations.
  • Installed, configured, and tested new equipment (workstations, peripherals, and software) to meet employee and business needs.
  • Delivered preventive equipment maintenance schedules to extend hardware lifecycle and ensure compliance with IT standards.
  • Monitored and maintained equipment stock inventory within the office, coordinating purchases and replacements as needed.
  • Provided technical training and onboarding for employees during new equipment installations and software rollouts.
  • Completed detailed job and service reports, maintaining accurate records of incidents, fixes, and preventive actions for audit and compliance.

IT Support

First Recruitment, 4PX
10.2020 - 08.2021
  • Responded to employee callouts in the office, delivering on-site technical support to resolve urgent IT issues.
  • Provided 1st and 2nd line support across desktop environments (Windows, Office applications, peripherals), ensuring minimal downtime for staff.
  • Diagnosed technical problems by identifying hardware and software issues, applying effective solutions or escalating where required.
  • Troubleshot and repaired hardware, software, and network-related faults, restoring service in line with SLAs.
  • Resolved network connectivity issues and supported configuration of LAN/WAN equipment and user devices.
  • Installed and configured hardware, software, and peripheral devices, ensuring systems were secure and fully operational.
  • Interacted directly with employees to quickly identify root causes, providing timely, accurate updates and clear guidance.
  • Talked employees through step-by-step resolutions, enabling self-sufficiency and reducing repeat tickets.
  • Followed up with employees post-resolution to confirm service restoration and customer satisfaction.
  • Repaired or replaced faulty components and carried out preventive maintenance to reduce recurring issues.
  • Supported the rollout of new applications and system upgrades, including installation, configuration, and user training.
  • Authored and maintained procedural documentation, knowledge base articles, and support guides for common issues.
  • Managed multiple open cases simultaneously, prioritising workloads and ensuring SLA adherence.
  • Evaluated and tested new technologies, providing feedback on suitability for business adoption.
  • Performed electrical safety checks on IT equipment, ensuring compliance with company and legal standards.

Education

Higher National Certificate - Computer Science

Edinburgh College
Edinburgh
08-2016

High School Diploma -

St Thomas of Aquin’s RC High School
Edinburgh
08-2013

Skills

  • The ability to work well with others
  • Analytical thinking skills
  • Thorough and pays attention to detail
  • Customer service skills
  • Excellent verbal communication skills
  • Flexible and adaptable
  • Eager to learn and improve
  • MS Windows/Linux/Android/iOS
  • Azure App-Insights/DevOps (Monitoring / Administration)
  • Active Directory Administration
  • Windows Server (Event Viewer/ Disk Management/Performance Monitor)
  • MS Office Exchange/365
  • Ticket/Incident Service Desk Applications
  • HTML, CSS, JS, PHP, MySQL
  • Open Systems Interconnection Model, Transmission Control Protocol/Internet Protocol
  • Backup/Disaster Recovery
  • Customer Relationship Management Software
  • Hardware: Desktop/Laptop/PDA/Printer Firewall/Switch/Router/AP

Certification

  • CompTia A+ 220-901 Training - 2017
  • CompTia Network+ N10-007 - 2017

Languages

English
Native or Bilingual
Romanian
Native or Bilingual

Timeline

2nd Line Support Engineer

Green 4 Solutions
08.2022 - 01.2025

IT Field Support Engineer

Whistl
08.2021 - 01.2022

IT Support

First Recruitment, 4PX
10.2020 - 08.2021

Higher National Certificate - Computer Science

Edinburgh College

High School Diploma -

St Thomas of Aquin’s RC High School

Hobbies, Languages & Projects

Hobbies: Cycling, Reading, Guitar + others

Languages: Romanian (Native), English C2

Educational Projects: E-commerce website Pizza Paradise, Visit Reviews website. Made with HTML, CSS, JS and Bootstrap Toolkit

Personal Projects: Flip & Learn Web based App + ongoing projects

Hobbies

Reading, Cycling, Content Creation (Video Games)

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Mircea Calin