Ana-maria Alexandrescu
Angestellt, Service Desk Analyst, IDnow GmbH
Wiesbaden, Deutschland
Über mich
Experienced Service Desk Analyst, Subject Matter Expert and Level 2 Application Support with a demonstrated history of working in the information technology and services industry. Skilled in Postman, IntelliJ Idea, Salesforce Cloud, Customer Success. Promoting values through customer experience.
Werdegang
Berufserfahrung von Ana-maria Alexandrescu
Bis heute 2 Jahre, seit Juli 2022
Service Desk Analyst
IDnow GmbH
- Acting as first point of contact for all technical queries coming from customers; - Having technical and system expertise that help in providing fast and valuable solutions to customer facing issues; - Ensure the tracking and monitoring of performance of service delivery through all available channels by keeping good SLAs throughout the partnership; - Responsible for developing a positive customer experience and maintaining a healthy working relationship.
4 Jahre und 2 Monate, März 2018 - Apr. 2022
L2 Application Support Specialist
IBM Romania (Contractor)
- Provide end-user Desktop support via remote support tools; - Coordinated the escalation, tracking and follow-up on issue resolution in accordance with end-user; - Managed incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems; - Troubleshoot open ticket requests by completing a deep analysis and communicating recommended workarounds within applicable SLA times.
1 Jahr und 10 Monate, Sep. 2016 - Juni 2018
Subject Matter Expert
IBM Romania(Contractor)
1 Jahr und 1 Monat, Sep. 2015 - Sep. 2016
L1 Desktop Support Specialist
IBM Romania(Contractor)
Sprachen
Rumänisch
Muttersprache
Englisch
Fließend