Service Desk Technician - Terumo la CEGEKA ROMANIA

IT Support Technician at CEGEKA ROMANIA

  • România, București
  • România, București
  • Romania, București
  • Romania, București
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Traduceri ale CV-ului
  • Ultima actualizare: 21.05.2012
  • Numar referinta: 27307


  • martie 2011 - Prezent

    Service Desk Technician - Terumo, CEGEKA ROMANIA

    • București, România
    • Full time
    • Domeniu - Vanzari: IT

    - Analizarea si rezolvarea problemelor si cererilor escalate de catre client prin intermediul telefonului sau automat prin e-mail
    - Activitate de follow-up cu clientul in vederea rezolvarii eventualelor cereri/probleme ramase fara solutie
    - Crearea in sistem de noi angajati
    - Monitorizare servere si routere
    - Intocmirea de rapoarte interne
    - Actualizarea procedurilor existente
    - Formarea profesionala a noilor membrii ai echipei
    - Pregatirea profesionala si transferul de informatii realizate la sediul clientului in Belgia.

  • octombrie 2010 - martie 2011

    Implementation Coordinator – NCR, WIPRO TECHNOLOGIES

    • București, România
    • Full time
    • Domeniu - Vanzari: Serviciu clienti

    - Analizarea cererilor primite telefonic sau in format electronic de la reprezentantii bancilor
    - Stabilirea echipamentului necesar
    - Coordonarea tehnicienilor de teren in vederea realizarii cererii facute de catre client – Instalare ATM sau upgrade al soft-ului.
    - Negocierea directa cu clientul in vederea stabilirii datilor limita pentru realizarea serviciilor
    - Intocmirea documentatiei necesare pentru facturarea clientului
    - Raportarea activitatilor clientului final si manager-ului de proiect
    - Intocmirea de rapoarte si analize interne
    - Coordonarea furnizorilor de aparatura necesara la locul desfasurarii activitatii
    - Folosirea programelor precum: Dispatck-1 si Quickbase in vederea inregistrarii activitatilor.
    - Pregatirea profesionala si transfer de informatii realizat la sediul clientului in Madrid

  • octombrie 2007 - octombrie 2010

    SPOC – Senior Accounts Payable, GENPACT ROMANIA

    • București, România
    • Full time
    • Domeniu - Vanzari: Serviciu clienti

    SPOC – Single Point of Contact - Novartis
    - Coordonarea echipei de Accounts Payable in vederea atingerii task-urilor zilnice
    - Raportarea zilnica, lunara si anuala a activitatilor si rezultatelor clientului si manager-ului
    - Pregatirea rapoartelor pentru potentialii clienti
    - Prezentarea procesului potentialilor clienti prezenti in firma
    - Sedinte saptamanale cu clientul pentru prezentarea activitatii desfasurate
    - Sedinte lunare cu echipa de management a firmei
    - Sustinerea lunara de sedinte tip one on one cu fiecare membru al echipei de AP
    Senior Accounts Payable - Novartis
    - Procesarea si contabilizarea facturilor in SAP
    - Implementarea noului proces – AP4SAP
    - Formarea profesionala a membrilor echipei – nou veniti si existenti in urma implementarii noului proiect
    - Imbunatatirea permanenta a procesului si modului de lucru in echipa
    - Participarea la VSM pentru procesul de AP in vederea imbunatatirii acestuia
    - Participarea la VSM realizat pentru patru conturi din firma in vederea alinierii acestora dupa un singur model
    - Transferul de informatii realizat la sediul clientului in Barcelona


  • 2007 - 2011

    Diploma de facultate, Universitatea Spiru Haret

    • București, România


Permis de conducere
  • B

Limbi straine

  • Last update: 21.05.2012
  • Reference number: 27307


  • March 2011 - Present

    IT Support Technician, CEGEKA ROMANIA

    • București, Romania
    • Full time
    • Work domain - Sales: IT

    Improving customer relationship due to professional Service desk support
    Analyzing tickets/requests generated by the customer by calls/e-mail or web submit
    Ensuring follow-up of all issues and proper documentation in the incident management tool
    Perform outbound communication to verify statuses, when missing information or when feedback is needed to proceed
    Reporting on progress, issues and problems to the supervisor, giving suggestions to optimize service offered and work processes
    Servers monitoring – perform outbound communication with local contact from site in case of server failure.
    Perform outbound and inbound communication with Orange Business Service for resolving as soon as possible the router/server issue

  • October 2010 - March 2011

    Implementation Coordinator, WIPRO TECHNOLOGIES

    • București, Romania
    • Full time
    • Work domain - Sales: Customer service

    Coordinating the field technicians in order to install, properly and in time, the ATMs or appropriate software Update, track and adjust the rollout schedule on a timely basis
    Create installation scheduling requests and ensure that all customer installation/deployment activity is scheduled and completed to the customer’s satisfaction
    Coordinate post-startup activities. (i.e. data gathering, team resources identification, installation processes distributed, data repository established, etc.)
    Coordinate with other vendors as needed for delivery of equipment or services
    Escalate issues with maintaining the rollout schedule, as needed, and manage to closure
    Ensure any necessary billing data is provided to the appropriate parties
    Establishes and maintains communications with project team
    OJT - knowledge transfer on client site in Madrid
    Standard Operating Procedures created during the knowledge transfer
    Updating and tracking the work in clients program: Quick base, Dispatch-1

  • October 2007 - October 2010

    SPOC & Senior accounts payable, GENPACT ROMANIA

    • București, Romania
    • Full time
    • Work domain - Sales: Customer service

    Main responsibility: advanced reporting on a daily basis for internal upper management and external client. In charge with: daily reporting dashboards and productivity, weekly calls presentations, monthly reporting of KPIs
    Reporting at client on a daily basis the productivity and workload
    Process reporting: monthly reports regarding number of invoices and amount booked on cost centers and internal orders, advanced payments booked, investment invoices booked, control of applicability of special tax codes and withholding tax, control of advanced payments made for the employees
    Implementing new project AP4SAP after KT in Barcelona on client’s site.
    Trained a batch of 10 people and KT accomplished successfully.
    As AP process owner for the team, I was coordinating the team to achieve and overcome the daily tasks; shadowing the team leader activities.
    As SPOC - single point of contact – I was responsible with the communication between the client and team, client and OM, with the process presentation in case of client visit, maintaining the weekly calls with the client, talk with the team in case of any issues and resolve them, assure the process training in case of new colleague.
    Booking invoices in the SAP program.
    Knowledge transfer on client site in Barcelona


  • 2007 - 2011

    Bachelor's degree, Spiru Haret University

    • București, Romania


Driving license
  • B

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