Onu Amalia

• Managed and coordinated new releases and distribution of Clinical One.
• Maintained product management staff by recruiting, selecting, orienting, and training 12 employees.
• Worked closely with the sales team on understanding customer requirements, promoting products and delivering sales support.
• Effectively managing, developing, and training the technical support team. Cross-functional trainings
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Resolve product issues by identifying solutions and/or collaborating with the applicable internal teams.
• Identify product improvements that would increase customer satisfaction, improve sales, and/or improve efficiency.
• Monitor customer satisfaction with the product and provide customer support as needed until product issues are resolved, customer calls major escalations.
• Also, identify technical problems, manage product performance using established metrics, and work efficiently by themselves with minimal supervision
• Team meetings, Cross-functional meetings
• Introduced Quality Reviews, Training App

• Effectively managing, developing, and training the 14 engineers ervice desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Resolve product issues by identifying solutions and/or collaborating with the applicable internal teams.
• Identify product improvements that would increase customer satisfaction, improve sales, and/or improve efficiency.
• Monitor the customer satisfaction with the product and provide customer support as needed until product issues are resolved, customer calls major escalations.
• Also identify technical problems, manage product performance using established metrics, and work efficiently by themselves with minimal supervision.
• Team meetings, Cross-functional meetings

• Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
• Responded to customer requests with friendly, knowledgeable service and support.
• Scheduled appointments with service professionals.
• Coordinated department schedules to maximize coverage during peak hours.
• Researched complex problems and resolved issues in a timely manner.
• Completed documentation and logs each day and generated weekly reports detailing activities.
• Worked with the management team to implement the proper division of responsibilities.
• Handled understaffing, disputes, terminating employees and administering disciplinary procedures.
• Administered compensation, benefits and performance management systems and safety and recreation programs.
• Developed new process for employee evaluation which resulted in marked performance improvements.
• Produced ad hoc reports and documents for senior team members.

• Supervisor access granted in order to monitor the team - ensures that the team is available on the phones and follow the good practice.
• Rota updated for MK desk
• Ensure the team follows the deadlines established for any tasks assigned by management.
• Ensure the NRD is accurate – calls updated and client aware of the progress
• Always responsive to the team needs or managers request, with no impact to daily activities.
• Proactively involved in MOS and GCCA transition in the process of Micros integration
• Contributes and participates in team meetings - Train The Trainer weekly call - Micros Integration Team meetings
• Bucharest Feedback sessions - UK team
• Shared feedback with management regarding insight team activities, regarding business process and elaborate feedback for MOS tool constantly .
• Helping new hires settle down - installing IBI - assigning new hires training and micros new hires plan and answers all related EDP queries.
• Complete assigned proactive activities on time and with high quality
• Bootcamp session for new hire Micros engineers
• Organized Team Events
• DID Telephony testing done prior GCCA Go Live MLPN updated for all Retail J customers
• MOS training delivered- Bucharest team
• Retail J troubleshooting procedures training sessions delivered to MK Bucharest team
• Entitlements request project - volunteer
• Office Supplies requisitions for Bucharest team

• Responsible for first and 2nd level support of Retail J product -based on Apache Tomcat server.
• SQL server - DB checks,re-index, repair , back -up, queries.
• Rebuild the registers once the HDD has been replaced.
• Checks the logs, clear the errors, monitor the processes running on the back office.
• Responsible for the entry, tracking and management of all incoming support calls in My Oracle Support.
• Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures
• Assist in training and supporting the Oracle Retail/MICROS Retail J product suites and associated interfaces for selected strategic projects when require
• Liaise with subject matter experts in the regional office on client requests for enhancements and development
• Work with the customers to ensure that contractual service expectations are exceeded
• KM author (L2 ) for Retail J - POS system
• First level for XStore US customers - starting early 2017
  

• Define and prepare localization tool/kit, containing all resource files, translation instructions/processes for software globalization and localization (Delta)
• Define localization scope of English Master source files, breakdown files into text fields/XML
• Arrange for external translation of Oracle Global templates for EMEA countries
• Provide relevant documentation and guidelines to external vendor Intermediate the communication between all departments involved in the translation process
• Identify issues in Global templates and address them to the corresponding owners
• Apply country specifics to documents and liaise with the Legal department for further reviews and adjustments
• Addressed any translation requests from Sales and Deal Managers in a timely manner and with appropriate research prior to the delivery
• Maintained self service drafting system for all EMEA countries, License, Cloud, Services, ACS.
• Activated accounts for clients interested in new services.
• Updated Contracts clauses, templates for self service drafting, XML
• Ensured the quoting system is accurate and up to date- clauses, customer details - text formatting etc.
• Raised bugs with IT for GSI issues or enhancement requests

Extra activities at the end of the quarter - helped Triage team processes all requests with high quality and within the agreed SLA: Q-tool.