Mihaela Grigore

ALEXANDRA MIHAELA GRIGORE Sector 1, Bucharest011202 | (C- |- Professional Summary Currently, I work as a Service Delivery Manager at Microsoft Romania. I am driven by assuring the best experience through Premier customers - IT Services customers and Microsoft partners. Except the basic KPIs, I am involved in driving new business, managing cloud metrics, organizing open workshops, incident management. Prior to the current job at Microsoft, I was a support engineer at Wipro - Microsoft vendor, where I have provided support for Office 365 - small business and enterprise customers. I understood the customers' needs and business requirements, by providing fast solutions on complex technologies. I thrive in rapidly growing, innovating organizations, I am passionate about technology and provide the best services for both my customers and my team. I love traveling the world and takings picture through the places I visit. In my spare time, I am searching for travel deals, singing at karaoke and playing board-games. Skills  Excellent communication skills  Project management  Customer service-oriented  Service Delivery Management  Excellent planner and coordinator  Digital Transformation  Superb time management skills  Incident Management  Works well under pressure  Technical and Customer Support  Fast Learner  Microsoft Office 365  Analytical and critical thinker  Coursework includes Java and PHP Work History Service Delivery Manager 06/2015 to Current Microsoft Romania – Bucharest - Acting as a Trusted adviser, ensuring Customers are making the most of their technology by creating a tailored service delivery plan to drive business value from Customer's IT investments and improve operational stability and performance - Increased Customer satisfaction, reduced support costs and awareness around product improvements - Managing the delivery of contracts - Following up on proactive services outlined in the service delivery plan - Effectively communicating the realized value of delivered service through service reviews with the Customer - Developing and expanding strategic Customer relationships to grow Premier Service coverage and ultimately the delivery and realization of its value - Manage/leads critical support escalations, often including multiple internal and external support teams and often with visibility to internal and external leadership teams. Frontline Engineer with Office365 05/2014 to 05/2015 Wipro Technologies – Bucharest - Provide technical support to Cloud administrators via phone and email - Facilitate resolution with necessary documentation or reproducing the issue - Efficient customer handling skills, on complex technical issues and difficult customers - Interact with both customers and teams all across EMEA region - Collaborate with Subject Matter Experts/ Technical Leads, Technical Advisors, Escalation resources Romanian Correspondent 04/2015 to Current Cult.is – remote - Romanian corespondent - select one item per week to feature on Cult to promote Romania's values Intern 06/2013 to 09/2013 ASTI Automation – Bucharest - Developing projects with PLCs, HMI, Logo! connections with Phoenix Contact equipment (databases, configuration MODBUS) and developing projects based on SCADA. - Modbus communication between Phoenix Contact IL ETH BK and Siemens SIMATIC S7 - Simulation of various projects with LOGO!, Boards of equipment based on PLC Simatic S7. Event Planner & Children Entertainer 12/2011 to 06/2016 Jolly Club – Bucharest - meeting with the clients to decide the details and event's requirements- location, food, location design. - patience and imagination. - awesome face painting. - complex game ideas for children parties. - balloon modeler. Education Bachelor of Science: Automatic Control and Computer Science Polytechnic University of Bucharest - Bucharest Certifications Project Management Professional Certification Microsoft Certified Partners - 346 module Language English - Advanced | C1 Spanish - Beginner | A2 French - Beginner | A2 2014