Petrica Mircea Andrei
Information Technology Support
Curtea De Argeş
Summary
Organized and proactive Information Technology Support with good leadership, decision-making, and problem-solving abilities honed in the Call center industry. Consistently keeps staff on track against goals and anticipates roadblocks impacting performance. Focused on expert support of IT system and application rollouts, from planning through day-to-day management. In Information Technology support roles involving large-scale, distributed environments. Consistently sought to advise executives on product use based on knowledge and expertise in strategic planning. Successful track record leading implementation processes, roadmapping and risk assessment. Always ready to take on challenging assignments and teams in need of improvement.
Overview
2
2
years of professional experience
41
41
years of post-secondary education
Work History
Information Technology Support
Ascensos Romania |
10.2024 - Current
- Supported organizational growth initiatives by participating in the planning, design, installation, testing, and deployment phases of new technology projects.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users workflows.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted in development of system security protocols.
Team Manager
Ascensos Romania
09.2023 - 10.2024
- Improved employee performance, coaching, and inspiring team members to achieve targets
- Participated in meetings and brainstorming sessions, engaging with staff members to solve problems
- Oversaw employee recruitment, training, and onboarding processes
- Monitored employee performance using real-time data and reports
- Addressed business risks through assessments and mitigation strategies
Subject Matter Expert
Ascensos Romania
04.2023 - 09.2023
- Developed strong connections with internal business partners, cultivating trust in service delivery and a firm understanding of client needs
- Defined business requirements and provided analysis to increase operational efficiency
- Assisting with the opening of a new site with my wealth of knowledge in this specialized field, as an SME, I've played a crucial role in ensuring the successful launch and efficient functioning of a new call center facility
- I brought to the table expertise in areas such as staffing, training, quality assurance, and operational workflows for agents and the new team managers
- Improved business direction by implementing changes based on collected feedback
Customer Service Advisor
Ascensos Romania
11.2022 - 03.2023
- Solved problems proactively, implementing standard solutions, as well as developing customized approaches
- Set up customer accounts, obtaining and documenting personal, payment, and order information
- Kept customers happy with a positive, professional attitude in all correspondence
- Worked hand-in-hand with cross-functional departments to maximize productivity and performance
Customer Service Representative
CGS Romania
08.2022 - 10.2022
- Delivered fast and friendly service to handle questions and service complaints
- Anticipated needs and resolved problems to keep customers happy
- Collaborated across departments to resolve customer-related issues
Education
High School Diploma -
Liceul Tehnologic Auto
Curtea De Arges, Romania 04.2001 - 07.2020
High School Diploma -
Liceul Tehnologic Petre Ionescu Muscel
Curtea De Argeş, Romania 04.2001 - 07.2023
Skills
- Employee Development
- Process Improvement
- Problem Resolution
- Teamwork and Collaboration
- Idea Development and Brainstorming
- Business Analysis and Reporting
- Information technology support
- System administration
- Ticketing systems
- Time management
Timeline
Information Technology Support
Ascensos Romania |
10.2024 - Current
Team Manager
Ascensos Romania
09.2023 - 10.2024
Subject Matter Expert
Ascensos Romania
04.2023 - 09.2023
Customer Service Advisor
Ascensos Romania
11.2022 - 03.2023
Customer Service Representative
CGS Romania
08.2022 - 10.2022
High School Diploma -
Liceul Tehnologic Auto
04.2001 - 07.2020
High School Diploma -
Liceul Tehnologic Petre Ionescu Muscel
04.2001 - 07.2023
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