Загруженный файл CV

Date of birth: 28 07 2001
Nationality: Moldovean

Summary

I’m a Technical Support Engineer with more than three years of experience helping users and teams keep their systems running smoothly. I work daily with Intune, SCCM, Azure AD, and Active Directory to solve issues on user devices and accounts. I’m trusted to manage the support queue, mentor new hires, and test updates before they go live. I enjoy finding the cause of tough problems, improving how the team works, and making sure people can get back to work quickly and efficiently.

Work experience

01/2024 – present
Chisinau, Moldova
L2 Support Engineer
Stefanini

• Handling escalations as part of the L2 Microsoft Endpoint Management (MEM) team, — from driver and Windows update problems to complex SCCM deployments and Intune device troubleshooting.
• Working daily with SCCM, Intune, and Azure to perform software deployments, device management, and advanced troubleshooting requiring elevated access.
• Managing large-scale deployment failures, resolving up to 100+ tickets per day, while maintaining one of the lowest open-ticket counts in the team.
• Collaborating cross-functionally with L1, L3, Cloud, Network, and M365 teams to identify root causes, test fixes, and roll out stable solutions to end users.
• Supporting L3 engineers by testing and validating new Intune scripts, application packages, and system changes before company-wide release.
• Creating and maintaining Knowledge Base (KB) articles based on real cases, improving first-contact resolution and reducing ticket escalations.
• Recognized for consistency and ownership, maintaining high closure rates, clear communication, and dependable delivery on complex issues.

05/2022 – 01/2024
Chisinau, Moldova
Technical Support Specialist
Stefanini

• Supported over 3,000 users across Windows, macOS, and Android environments — handling everything from account and login issues to device configuration and software troubleshooting.
• Used Intune and Azure AD daily for device enrollment, policy validation, MFA resets, and account provisioning, ensuring secure and compliant access for end users.
• Resolved a broad range of incidents, from routine password resets to complex application or configuration issues, maintaining exceptional SLA compliance and quality.
• Provided support via phone and chat, delivering clear communication, empathy, and step-by-step technical guidance.
• Tested fixes and Intune policy updates before rollout, helping reduce post-deployment incidents across the organization.
• Served as Queue Manager (QM) on rotation — assigning tickets, managing workloads, and supporting teammates during high-volume periods.
• Created and maintained Knowledge Base (KB) articles and how-to documentation to improve resolution speed and reduce escalations.
• Trained and mentored new hires, helping them quickly adapt to internal processes and tools.
• Earned multiple monthly performance bonuses for maintaining top-tier customer satisfaction and service quality.
• Handled large-scale workload spikes, including year-end password reset surges, efficiently processing hundreds of requests.

Skills

• Endpoint & Device Management: Intune (MDM/MAM), SCCM, Azure AD, Active Directory, Group Policy
• Software Deployment & Troubleshooting: Application distribution, device collections, driver and Windows update issues, configuration troubleshooting
• Access & Identity Management: Account provisioning, Conditional Access, MFA, policy validation, permissions troubleshooting
• Systems & Platforms: Windows, macOS, Android, Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive
• Administration & Tools: Azure Portal, Microsoft 365 Admin Center, PowerShell (basic), ServiceNow, Remote Support utilities
• Collaboration & Process: Queue management (QM), escalation handling, Knowledge Base creation, process improvement, mentoring new hires
• Communication & Service: Phone and chat-based support, clear technical documentation, user guidance, and customer satisfaction focus

Languages

• English: PROFESSIONAL
• Romanian: NATIVE
• Russian: ELEMENTARY

Education

09/2020 – 06/2023
Chisinau, Moldova
Business and Administration | Bachelor’s Degree
Universitatea Libera a Moldovei