Adrian Sima

• Overseeing, facilitating and administering ITIL based service support and/or technical account management, in the coordination of incident ownership and customer account management on a 24x7 basis. • Being part of a shared team, which is managing the major incidents for more than 30 companies providing services in different area (e.g. healthcare, hospitality, commercial, public sector, etc.) • Responsibilities include the management and oversight of service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during service engagements, from tactical to strategic. This requires a working knowledge of different Data Center technology layers, starting from server Operating Systems (e.g. Windows Server 2012, Red Hat), continuing with services for Network & telephony devices, storage, VMWare virtualization, back-up and monitoring activities, and finishing with application support, for both public and internally-developed software. • Ability to convey highly technical messages, provided by the different resolver groups, into brief updates which can be easily understood by non-technical stakeholders. • Acting as Change Manager when change implementations are required for resolving major incidents. • Preparing After Incident Reports which serve as a handover towards Problem Management. Acting as Subject Matter Expert for one of the accounts our shared team is serving, by creating new processes and procedures, in agreement with the customer, and by being the Single Point of Contact from our team, for any topics related to the account. • Vast experience working with different ITSM tools (e.g. Remedy, Service Now, LanDesk, CA).

Coordinating the activity of 4 different teams: - Level 1 (Support Technicians): handling the alerts coming from the IT Infrastructures of our customers, performing different checks, according to the customers’ needs and handling the incoming tickets. - Level 2 (Support Engineers – Servers and Storage): first escalation point whenever the Level 1 team cannot resolve the event. - Level 3 (System Engineers – Servers and Storage): last escalation point for all events. - Networking Team: handling all events regarding the Network infrastructures of our clients. Performing the role of Major Incident Manager for all teams, in order to ensure that all outages are handled according to the agreed Service Levels and by respecting the processes put in place for each customer. I was responsible with the creation of daily, weekly and monthly reports, showing how our teams are performing in regards to the Service Level Agreements. Creating and reviewing internal processes and procedures, in order to ensure that the information we have in production is always accurate and up to date. Acting as Shift Leader throughout the night shifts.

Coordinating the activity of 2 teams: one providing Service Desk activities to the employees of our customer and the second one handling the proactive alerts regarding the IT Infrastructure of several customers. Creation of daily, weekly and monthly reports, showing how the teams are performing in regards to the Service Level Agreements. Performing the role of Incident Manager for both teams, in order to make sure that all outages are handled according to the agreed Service Levels and by respecting the processes put in place for each customer.

As a Support Technician I offered IT support (software installation, troubleshooting for various problems regarding the supported software, user administration, remote support, etc.) to the English and French speaking employees of our customer. Also, being part of the Service Desk team (which had the role of Single Point of Contact for our customer), I had to report and follow-up on the general issues handled by other support groups.