Ana-maria Alexandrescu

- 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.

- 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.