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Senior
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Romanian/French/English/Spanish Translator/Proofreader
Elena Camelia Simion
,
Aylesbury, United Kingdom
Experience
Other titles
Skills
I'm offering
A confident and reliable IT support engineer with extensive practical experience of working with computers and resolving any support issues that are raised to the service desk. Possessing a proven ability to administer and control the operation, configuration, and maintenance of computer-based information systems, as well as having an eye for detail and able to multi-task under pressure. An excellent communicator can relate well with people at all levels and has the flexibility of working well as part of a team and on my own.
Markets
United States
(Remote
only)
United Kingdom
France
(Remote
only)
Germany
(Remote
only)
Lithuania
(Remote
only)
Denmark
Norway
(Remote
only)
Sweden
(Remote
only)
Finland
(Remote
only)
Language
German
Good
English
Fluently
Spanish
Fluently
French
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
job
Systems Engineer
MeterMACS Ltd.
• Manage and monitor all installed systems and infrastructure
• Install, configure, test and maintain operating systems, application software and system management tools
• Proactively ensure the highest levels of systems and infrastructure availability
• Monitor and test application performance for potential bottlenecks, identify possible solutions and work with developers to implement those fixes
• Troubleshoot, diagnose and resolve hardware, software, and other network and system problems.
• Replace faulty network hardware components when required.
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Maintain security, backup, and redundancy strategies
• Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
• Participate in the design of information and operational support systems
• Provide 2nd and 3rd level support
• Liaise with vendors and other IT personnel for problem resolution
• Design and deploy cloud solutions on AWS
• Migrate existing systems to the new cloud solution
• Monitor and maintain high availability
• Apply patches and upgrades
• Ensure that the Smart Meter infrastructure is designed effectively, tested properly and working correctly.
• Build a thorough understanding of end to end Smart Meter infrastructure, messaging syntax and Operational
Performance Regime (SLAs and KPIs).
• Install, configure, test and maintain operating systems, application software and system management tools
• Proactively ensure the highest levels of systems and infrastructure availability
• Monitor and test application performance for potential bottlenecks, identify possible solutions and work with developers to implement those fixes
• Troubleshoot, diagnose and resolve hardware, software, and other network and system problems.
• Replace faulty network hardware components when required.
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Maintain security, backup, and redundancy strategies
• Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
• Participate in the design of information and operational support systems
• Provide 2nd and 3rd level support
• Liaise with vendors and other IT personnel for problem resolution
• Design and deploy cloud solutions on AWS
• Migrate existing systems to the new cloud solution
• Monitor and maintain high availability
• Apply patches and upgrades
• Ensure that the Smart Meter infrastructure is designed effectively, tested properly and working correctly.
• Build a thorough understanding of end to end Smart Meter infrastructure, messaging syntax and Operational
Performance Regime (SLAs and KPIs).
Design, AWS, Cloud, Management, Test, Network, Security, It, Support, Infrastructure, Hardware, Backup, Software
2017 - 2019
job
Application Support Analyst
Ford Dunton Technical Centre.
• Managing ticket workload across a number of customers, escalating issues where appropriate and providing resolution of issues;
• Liaising with internal Customer Managers, CDS Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance
reporting;
• Troubleshooting issues in the product (application and data), database server, web server (IIS, JBOSS, Apache, XEP), and networks, to minimize the risk of disruptions;
• Communicating and escalating critical service failures through the Incident Management,
Problem Management, and Senior Management teams using the ITIL/Agile framework;
• Ensuring reviews are fully documented and actions are raised and fulfilled;
• Being involved in changes to the service operation tools, processes and working practices;
• Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalog;
• Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support
resolution by the CDS Global Service Desk;
• Undertaking continuous improvement in the operation;
• Coordinating with Product Development and Implementation teams to support product updates;
• Supporting updates to CDS products and services in both test and live system environments, in compliance with defined procedures;
• Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity
issues in customer's data;
• Identifying opportunities that can improve the efficiency of the business and technical processes;
• Liaising with internal Customer Managers, CDS Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance
reporting;
• Troubleshooting issues in the product (application and data), database server, web server (IIS, JBOSS, Apache, XEP), and networks, to minimize the risk of disruptions;
• Communicating and escalating critical service failures through the Incident Management,
Problem Management, and Senior Management teams using the ITIL/Agile framework;
• Ensuring reviews are fully documented and actions are raised and fulfilled;
• Being involved in changes to the service operation tools, processes and working practices;
• Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalog;
• Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support
resolution by the CDS Global Service Desk;
• Undertaking continuous improvement in the operation;
• Coordinating with Product Development and Implementation teams to support product updates;
• Supporting updates to CDS products and services in both test and live system environments, in compliance with defined procedures;
• Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity
issues in customer's data;
• Identifying opportunities that can improve the efficiency of the business and technical processes;
Service, UP, Processes, Framework, Database server, Web, Server, Development, Incident Management, Implementation, Analyst, Support, IIS, Compliance, Sql, Test, Management, Apache, Continuous improvement, Database, Microsoft SQL Server, Microsoft SQL, Agile, ITIL, Oracle, Product development, SQL Server
2017 - 2017
job
Application Support Analyst with French
DG TAXUD.
Bucharest
• Administration, maintenance, troubleshooting, and incident resolution, if required in cooperation
with the Client or 3rd party suppliers;
• Perform Level 2 support based on generic and basic troubleshooting instructions for in-scope applications;
• Redirect application incidents that requiring further Level 3 support to the client or other applicable 3rd party
providers;
• Monitor integrations between applications and redirect failed transfer to the client or other applicable 3rd party
providers for resolution;
• Maintain and update Level 2 support instructions for the applications;
• Maintain and update descriptions for security and backup/restore procedures for the applications;
• Follow internal procedures and processes;
• Ensure contract SLAs, KPIs and obligations are met.
• Investigate problems with software applications, diagnose root causes, and work on fixing them
• Identify known errors and problem trends and find permanent solutions
• Receive and log requests for support from the help desk, other service delivery staff and/or users
• Investigate problems and other requests for support and determine appropriate actions to take
• Prioritize requests in accordance with agreed criteria
• Monitor progress of requests for support and ensure users and other interested parties are kept informed
• Provide correct responses to requests for support by means of for example: making modifications to system
parameters, developing workarounds or enhancements, reconfiguring systems, changing operating procedures,
training users or operations staff, producing additional documentation
• Administration, maintenance, troubleshooting, and incident resolution, if required in cooperation
with the Client or 3rd party suppliers;
• Perform Level 2 support based on generic and basic troubleshooting instructions for in-scope applications;
• Redirect application incidents that requiring further Level 3 support to the client or other applicable 3rd party
providers;
• Monitor integrations between applications and redirect failed transfer to the client or other applicable 3rd party
providers for resolution;
• Maintain and update Level 2 support instructions for the applications;
• Maintain and update descriptions for security and backup/restore procedures for the applications;
• Follow internal procedures and processes;
• Ensure contract SLAs, KPIs and obligations are met.
• Investigate problems with software applications, diagnose root causes, and work on fixing them
• Identify known errors and problem trends and find permanent solutions
• Receive and log requests for support from the help desk, other service delivery staff and/or users
• Investigate problems and other requests for support and determine appropriate actions to take
• Prioritize requests in accordance with agreed criteria
• Monitor progress of requests for support and ensure users and other interested parties are kept informed
• Provide correct responses to requests for support by means of for example: making modifications to system
parameters, developing workarounds or enhancements, reconfiguring systems, changing operating procedures,
training users or operations staff, producing additional documentation
Administration, Operations, Training, Service, Security, Support, Analyst, Backup, Software, Processes, Service Delivery, Basic
2017 - 2017
job
Service Desk Admin L1 with French
Novartis France.
Bucharest
• To provide 1st line/2nd line technical support; answering support queries via phone, email, chat, and Web -
• To maintain a high degree of customer service for all support queries and adhere to all service
management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging /verifying customer details
• Ensure contract SLAs, KPIs and obligations are met.
• Identifying the issue and categorizing/prioritize the incident
• Creating a ticket in CRM tool
• Referring KB for workaround/resolution and attempting resolution
• Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
• Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
• Routing / Chasing of tickets with other PRG's
• Recording trend of calls and identifying outages proactively
• Call-backs for customer not reachable cases & customer request
• Identifying the trend of calls/tickets and highlighting it to L2 / TL as applicable for outage confirmation;
• Creating child tickets and tagging them with problem ticket;
• Call back the user and confirm resolution (where ever applicable).
• To provide 1st line/2nd line technical support; answering support queries via phone, email, chat, and Web -
• To maintain a high degree of customer service for all support queries and adhere to all service
management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging /verifying customer details
• Ensure contract SLAs, KPIs and obligations are met.
• Identifying the issue and categorizing/prioritize the incident
• Creating a ticket in CRM tool
• Referring KB for workaround/resolution and attempting resolution
• Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
• Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
• Routing / Chasing of tickets with other PRG's
• Recording trend of calls and identifying outages proactively
• Call-backs for customer not reachable cases & customer request
• Identifying the trend of calls/tickets and highlighting it to L2 / TL as applicable for outage confirmation;
• Creating child tickets and tagging them with problem ticket;
• Call back the user and confirm resolution (where ever applicable).
CRM, Management, Customer service, Service, It, Support, Web
2015 - 2017
job
Transaction Processing Analyst with French
Case IH.
Bucharest
• Assess and process warranty claims submitted electronically by the dealer
• Resolve dealer issues and answer questions submitted through an electronic communication system
• Receive and assess the claim according to defined procedures/ routines
• Perform claim assessment and follow defined procedures to resolve correctly.
• Document verifications and customer information in data capture tools and when
needed, transfer claims/ tickets to another responsible party, for resolution
• Serve as a secondary point of contact besides the team leader for the client project manager and segment/regional leads (for cross-segment issues or escalated issues)
• Collaborates with Team Lead to meet all Key Performance Measures (KPMs) for the function/s as set by the Internal Unit Lead &/or by senior management/Accenture Service Manager pertaining to process, process
changes and relevant updates to the Provider Address Correction function
• Assigns cases/workload to agents, manages reportorial requirements, completion status, and inventory tracking
• Maximizes team efficiency by creating and implementing daily, monthly, quarterly and yearly work tasks/plans
aligned with project initiatives and goals/SLAs for BPO/ Voice function
• Facilitates conference calls between Manila and Onshore teams (client and Accenture team) to provide updates
and/or come up with a resolution on key issues that affect production and quality
• Participate in brainstorming sessions to improve Knowledge Management/Communication Tool,
communications process, customer satisfaction, agent processes, and agent effectiveness
• Collects and consolidates escalated team issues that remain unaddressed (e.g., technology, target cases, pending onshore requests and escalation) for escalation to the team leader or manager (client) and/or to the Internal Unit Lead / Accenture Service Manager as appropriate
• Assess and process warranty claims submitted electronically by the dealer
• Resolve dealer issues and answer questions submitted through an electronic communication system
• Receive and assess the claim according to defined procedures/ routines
• Perform claim assessment and follow defined procedures to resolve correctly.
• Document verifications and customer information in data capture tools and when
needed, transfer claims/ tickets to another responsible party, for resolution
• Serve as a secondary point of contact besides the team leader for the client project manager and segment/regional leads (for cross-segment issues or escalated issues)
• Collaborates with Team Lead to meet all Key Performance Measures (KPMs) for the function/s as set by the Internal Unit Lead &/or by senior management/Accenture Service Manager pertaining to process, process
changes and relevant updates to the Provider Address Correction function
• Assigns cases/workload to agents, manages reportorial requirements, completion status, and inventory tracking
• Maximizes team efficiency by creating and implementing daily, monthly, quarterly and yearly work tasks/plans
aligned with project initiatives and goals/SLAs for BPO/ Voice function
• Facilitates conference calls between Manila and Onshore teams (client and Accenture team) to provide updates
and/or come up with a resolution on key issues that affect production and quality
• Participate in brainstorming sessions to improve Knowledge Management/Communication Tool,
communications process, customer satisfaction, agent processes, and agent effectiveness
• Collects and consolidates escalated team issues that remain unaddressed (e.g., technology, target cases, pending onshore requests and escalation) for escalation to the team leader or manager (client) and/or to the Internal Unit Lead / Accenture Service Manager as appropriate
Project Manager, Management, Service, Technology, Analyst, Brainstorming, Assessment, Production, Service Manager, Processing, Agent, Manager, Processes, UP
2013 - 2015
job
Bilingual Technical Support Specialist
SFR/Vodafone France.
Bucharest
• Troubleshooting system and network problems and diagnosing and solving the issues encountered by
ADSL and Fiber customers
• Replacing parts as required;
• Providing support, including procedural
documentation and relevant reports;
• Following diagrams and written instructions to repair a fault or set up a system;
• Setting up new email accounts and profiles and dealing with password issues;
• Working continuously on a task until completion (or referral to third parties, if appropriate);
• Rapidly establishing a good working relationship with customers and other professionals, such as software
developers; Prioritizing and managing many open cases at one time;
• Responding within agreed time limits to call-outs;
• Remotely troubleshoot issues from customers and field engineers. Resolve or escalate as needed.
• Troubleshoot layer 1 to layer 3 issues on broadband circuits
• Troubleshoot/configure Network and VoIP services
• Provide clear and concise documentation for each call or remote chat
• Focus on a smooth transition from agent to agent
• Troubleshooting system and network problems and diagnosing and solving the issues encountered by
ADSL and Fiber customers
• Replacing parts as required;
• Providing support, including procedural
documentation and relevant reports;
• Following diagrams and written instructions to repair a fault or set up a system;
• Setting up new email accounts and profiles and dealing with password issues;
• Working continuously on a task until completion (or referral to third parties, if appropriate);
• Rapidly establishing a good working relationship with customers and other professionals, such as software
developers; Prioritizing and managing many open cases at one time;
• Responding within agreed time limits to call-outs;
• Remotely troubleshoot issues from customers and field engineers. Resolve or escalate as needed.
• Troubleshoot layer 1 to layer 3 issues on broadband circuits
• Troubleshoot/configure Network and VoIP services
• Provide clear and concise documentation for each call or remote chat
• Focus on a smooth transition from agent to agent
Network, Voip, Support, Software, Agent, UP
My education
2019
-
2021
Arden University
MSc, Data Analytics and IT Security Management
MSc, Data Analytics and IT Security Management
National College Spiru Haret
Unspecified, Project Management
Unspecified, Project Management
?
-
2017
University of Bucharest
Certification, N/a
Certification, N/a
?
-
2015
University of Bucharest
BSc, Chemistry
BSc, Chemistry
?
-
2011
Science College
N/a, N/a
N/a, N/a
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