
Dipl.-Ing. Ioana Burdea
Skills
Timeline
Professional experience for Ioana Burdea
- 3 years and 6 months, Oct 2015 - Mar 2019
Global Knowledge-Centered Service (KCS) Coach Lead
PTC
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.
- 1 year and 8 months, Mar 2014 - Oct 2015
Specialist Technical Support Engineer (ALM)
PTC
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.
- 2 years and 8 months, Aug 2011 - Mar 2014
Tool Support Engineer
Continental Automotive
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.
- 1 year and 2 months, Jul 2010 - Aug 2011
Student collaborator
TRW Automotive
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.
Educational background for Ioana Burdea
- 1 year and 9 months, Oct 2010 - Jun 2012
Computer Engineering
Polytechnic University of Timisoara, Romania
- 3 years and 9 months, Oct 2006 - Jun 2010
Computer Science
Polytechnic University of Timisoara, Romania
Languages
English
Fluent
Romanian
First language
German
Intermediate
Spanish
Basic
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