Ionut-Alexandru Tabacaru
Iasi
Summary
Self-motivated and cheerful personality focused on teamwork and diligent to acquire new knowledge. Constantly developing my skills and capabilities,adept learner, and passionate about new challenges. Dedicated to best-in-class customer services and dynamic thinker, with deep understanding of resolving problems with efficiency. Prepared to offer skills and experience to a growth-oriented company.
Overview
4
4
years of professional experience
2
2
Certification
Work History
Application & Infrastructure Support Tech Lead
Appsbroker CTS
Iasi
09.2023 - Current
- Create and maintain guidelines, and processes.
- Technical Lead Activities ( overview of all technical changes and documentations, collaborate with the other teams in implementing new contracts in Support, part of ongoing Projects and contracts that will be transitioned to the Support team.
- Reviewed project requirements to identify customer expectations and resources needed to meet goals.
- Collaborated with stakeholders of the support applications to define business requirements and the changes applied to the applications. Weekly meetings with Product Owners for the applications in support.
- Collaborate with Application Developers and Platform Engineers for automations and new feature releases. Communicate and work closely with the CSMs for the contracts in Support in terms of issues raised by the customer.
- Assisted in the recruitment, selection, onboarding, and training of new team members.
- Provided technical guidance and mentorship to new-joiners and team colleagues.
Application & Infrastructure Support Specialist
Appsbroker
Iasi
03.2022 - Current
- Act as main contact between the customer and the Development Teams (Application Development and Platform Engineering).
- Provide support for multiple applications, front-end and back-end activities.
- Infrastructure support for multiple customers including tasks like: IAM roles and permissions, Compute Engine (connection, troubleshooting, creation, decommission etc.), Patching for GKE and GCE instances, Monitoring and Logging, Databases access and troubleshooting etc.
- Part of a dedicated SME program for a specific application, following more complex training.
- Replicate reported bugs and test new features deployed on the Dev/Test environments.
- On-call coverage for OOH activation for P1-P2 alerts and phone calls.
- Provide support and consultancy for various customers on Google Workspace Console(Access, Groups/Org/User Administration, Applications, Implementation, Customer Security Audits, reporting and logging etc.)
- Work in an ITIL environment following the fundamentals. Experience with the FreshService SD, Jira, Confluence.
- Internal license management and support.
Cloud Support Engineer
SCC
Iasi
11.2021 - Current
- Offering support for Feature Teams/DevOps/Platform Engineers with micro-services availability, endpoints errors, ticketing tasks and triage for issues reported by bank customers.
- Investigations micro-services errors and traces using applications like Honeycomb, AWS Cloud Watch, Splunk Cloud
- Ticketing triage using Zendesk platform for Defect,Service Requests,Platform Incidents and Problem Records.
Senior Analyst
Capgemini
Iasi
09.2020 - 11.2021
- Providing technical support for more complex incidents received from 1st line, in respect of clients/services supported
- Preparing training materials and organize/holt training sessions for new agents
- Acting as first point of escalation for service desk in respect of technical support.
- Providing technical advices and assisting in migrations ,meetings related to services and technical issues
- Laptop/Desktop Performance issues troubleshooting
- Network printers troubleshooting
- Performing actions in M365,Exchange Online,Azure AD, Active Directory and Exchange On-prem related to customers needs, incidents.
Customer Service Advisor
Capgemini
Iasi
10.2019 - 08.2020
- Taking calls/chats from end users.
- Creating tickets in ticketing tool(Service Now).
- Applying knowledge articles in remote sessions on an end user device.
- Basic troubleshooting steps done on end user's devices/mobile phones.
Education
High School Diploma -
Colegiul National "Vasile Alecsandri"
Bacau07.2016
Not Ended - Industrial Engineering
Facultate Constructii Masini Si Managament Ind.
IasiSkills
- Customer service
- Teamwork and Collaboration
- Creative Problem-Solving
- Problem-solving aptitude
- Attention to Detail
- Self Motivation
- Active Listening
- Analytical Thinking
- Employee Training
- Technical Analysis
- Remote Troubleshooting
- Active Directory, IAM, GWC, GCP
- Traces and Logs
- Basic to medium Linux Environments knowledge
Languages
Romanian
First Language
English
Upper Intermediate (B2)
B2
Certification
- Professional Google Workspace Administrator
- Associate Cloud Engineer
Timeline
Application & Infrastructure Support Tech Lead
Appsbroker CTS
09.2023 - Current
Application & Infrastructure Support Specialist
Appsbroker
03.2022 - Current
Cloud Support Engineer
SCC
11.2021 - Current
Senior Analyst
Capgemini
09.2020 - 11.2021
Customer Service Advisor
Capgemini
10.2019 - 08.2020
High School Diploma -
Colegiul National "Vasile Alecsandri"
Not Ended - Industrial Engineering
Facultate Constructii Masini Si Managament Ind.
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