sorin rusu

director of global support and professional services

About

Senior shift leader with strong analytical and problem solving skills, having a client-focused attitude and solid communication and presentation skills. High-level knowledge of enterprise IT organizational, business, and technical environments.

Country

romania

City

cluj-napoca

Industry

information technology and services

Skill

vmware, disaster recovery, technical support, high availability, windows server, servers, hyper v, cloud computing, troubleshooting, iis, operating systems, active directory, microsoft exchange, data center, management, cluster, vmware esx, san, tcp/ip, testing, dns, system administration, vcenter, microsoft sql server, vsphere, windows, sql server, vmware infrastructure, system deployment, team leadership, network security, databases, microsoft technologies, business continuity, blackberry enterprise server, storage area networks, security, network administration, itil, project management, teamwork, apache, group policy, windows xp, backup exec, cross functional team leadership, professional mentoring, citrix metaframe, clustering

Experience

software support team manager

neverfail

2016-4 - 2017-9 · 1 yr 6 mos

support engineer

ag insurance

2003-12 - 2005-2 · 1 yr 3 mos

system administrator

consel grup

2000-9 - 2003-11 · 3 yrs 3 mos

director of global support and professional services

neverfail

2017-10 - Present · 9 yrs

senior support engineer

neverfail

2005-3 - 2007-1 · 1 yr 11 mos

* Provide technical support to customers for the company products via email, phone, remote sessions, etc. * Investigate incidents and provide information, workarounds and documentation in order to solve the issue. * Perform detailed technical analysis in order to identify solutions for the incident. * Using a broad range of diagnostic tools in order to resolve customer issue. * Escalate those cases that do not have a known course of action, ensuring that the appropriate data is collated and documented. * Initiate and own follow-up actions to prevent similar incidents from recurring. * Participate in regular support team meetings.

senior shift leader - technical support

neverfail

2007-1 - 2016-4 · 9 yrs 4 mos

* Experienced technical support engineer who coordinates the support team during shift’s activity ensuring that support cases are handled in order to meet SLA and customer expectations * Monitor progress and keep the support team manager informed on the task accomplishment, issues, etc. * Promote discussion of technical and user issues and problems to ensure a global awareness of current activities, identify areas of potential concern, and recommend courses of actions to rectify these * Initiate and own follow-up actions to prevent incidents from reoccurring * Work with members from other departments to set up a resolution plan * Provide guidance to the team based on management direction * Ensure that all quality procedures and guidelines are adhered to and suitably maintained * Maintain an awareness of all the company products, services and activities * Undertake any other reasonable request as made by Senior Management * Train and mentor new support team members