Dipl.-Ing. Ioana Burdea

Leading a team of 11 KCS Coaches in EMEA and 2 regional Coach Leads. Simultaneously coached up to 30 knowledge agents. Driving customer self-help, team self-help and case deflection through knowledge capture and reuse. Created training materials, learning paths, knowledge processes. Generated monthly knowledge metrics and worked on projects assigned for continuous improvement. Coordinated the creation of Support Services Playbooks for a seamless customer experience.

Ensured customer success by efficiently processing customer cases, in alignment with customer expectations and ISO 9001:2008 quality objectives and processes. Provided technical support for PTC Integrity Lifecycle Manager usage, customization and configuration. Mentored and trained colleagues regarding software capabilities and troubleshooting. In direct contact with global enterprise customers, development team and product management. Handled escalations, incident management and defect management.

Assured global support and training for software development tools, e.g. PTC Integrity Lifecycle Manager. Performed administration tasks regarding Configuration, Change, Requirements or Test Management. Coached Developers, Configuration Managers, Integrators, Requirements Engineers, Test Engineers, Quality Engineers, Project Managers on tool usage, for their daily work. Trained users from Germany, Romania, North America, Japan, India and China. Created application user guide documentation.

Student collaborator in the Health and Safety department. Automated the process used for in-company communication, allowing for the fast and easy distribution of information. Scripted different business related applications and taught other departments in the usage of company specific software.