Mihai Popescu

Mihai Popescu 13 Mitropolitul Iosif Street Bucharest, Romania Telephone: - Skype: mihaiescu777- OBJECTIVE To provide remote technical support as a Customer Specialist with a dynamic enterprise. WORK EXPERIENCE 2nd level Technical Support Representative, GFI Software, Remote, 1/16 – 6/16 Provided excellence in product support to GFI Software clients Created customer support tickets and followed up with clients and Execution department Minimalized downtime on the mail security, archiving and Fax sector of SW Developed Customer Support Solutions as new ground for company initiatives Network Operations Coordinator, AT&T, Brno-City, Czech Republic, 9/14 – 8/15 Monitored, troubleshot and managed server, network issues Restored the failing network systems during incident production in contractual SLAs Led IT teams with advanced diagnostics in root causes Customer Support Specialist, PIXMANIA, Brno-City, Czech Republic, 8/12 – 8/14 Administered the E-Commerce platform via Agile Methodology Supervised communication and schedules for platform improvements, bug fixes Handled Project Manager requests and served as the liaison for development & execution divisions Repaired customer malfunctions from Front Office Applications, Web Services and Back Office Order Management Incident Coordinator, IBM, Brno-City, Czech Republic, 1/10 – 8/12 Communicated with global support teams for critical incident resolution in real time Directed activities during their overall life cycle, supervise communication and tickets Updated and forwarded incident notifications to managerial units EDUCATION Polytechnic University Bucharest, Engineering, Engineer Diploma, 2003 - 2008 Francophone filial, Electrical Engineering and Computer Science Specialization Tudor Vianu National College of Computer Science, Bucharest, 1999 – 2003 SKILS Technical abilities and competences: Networking, web site management, data base administration, basic query execution, AD user administration, platform administration - Jira, Microsoft server framework. Certifications and courses: 1 Technical Writing introduction GFI 2016 2 CCNA - revision AT&T 2014 3 Router configuration AT&T 2014 - 2015 4 Oracle SQL Developer Independent Coursework 2013 5 SQL basic training Independent Coursework 2013 6 Excel certification Pixmania 2013 7 Negotiation course Pixmania 2013 8 Professional business presentations Pixmania 2012 9 IT awareness course IBM 2011 10 Project Management Orientation IBM 2011 11 Conflict management and problem solving  IBM 2010 - 2012 12 Soft skills  IBM 2010 - 2012 13 Network administration Tractebel Engineering 2007 - 2008 14 Direct customer contact ING 2004 - 2008 15 Contract management ING 2004 - 2008 16 Time management ING 2004 - 2008 17 CISCO CCNA Polytechnic University 2007 LANGUAGES: English (C2, C2, C2), French (B2, B2, C1)