Silviu Petrescu

Was responsible with helping out the clients via e-mail and with checking data in the back-end in order to prevent/solve the reported issues Was the point of contact for our players Was using Zendesk ticketing system to monitor, solve and escalate the clients raised tickets in order to offer the best customer service experience Was providing comprehensive information regarding the products and services offered by the company Was working closely with the QA and Technical Support to solve player's technical issues

Apps Used: Magento, Pingdom, PRTG, Jira, Slack, Citrix, QlikView, LastPass, Nexus etc. Incident handling - 24/7 monitoring of infrastructure hardware, company IT services and websites. - Identifying, logging and escalating incidents to the correct department according to established procedures. - Fixing small issues according to team's knowledge. Support and Service Desk - Perform Triage on incoming Service Desk Tickets - Provide first level support for requests received through e-mail, chat, phone and service desk tickets within the SLA. - Responsible for the new user creation and user departure process (account, mailbox, building access). - Handle repeating clearly documented operational requests within the SLA. IT Tasks - Responsible for basic Active Directory administration (security groups, access rights management). - Responsible for managing Exchange processes (recipient configuration). - Basic application management for several applications like Biostar / QlikView / Jira - Perform basic infrastructure tasks like configuring devices, managing software. - Administrative tasks including weekly outage reports, known errors and webshop uptime data.

- Monitor servers / applications performance and availability and respond accordingly through service requests - Event management (analyze alerts and logs ) - Following pre-defined procedures and documentation to aid timely task resolution - Provide metrics for capacity management purposes - Create / update reports - Assists in the development of new environmental procedures, protocols - Using JIRA ticketing tool for occuring alerts - Being the first contact between the system errors and devOps or other development teams

Checking all the bookings that enter the work platform of the company, alert any modification or error that might appear in terms of booking details ( such as wrong price, wrong booked hotel , wrong type of room etc. )