Dipl.-Ing. Ioana Burdea

Bis 2019, Global Knowledge-Centered Service (KCS) Coach Lead, PTC

Abschluss: Master's degree, Polytechnic University of Timisoara, Romania

Munich, Germany

Skills

Corporate Trainer
Training & Coaching
Integrity Lifecycle Manager
Salesforce
Troubleshooting
Business process management
Customer Relationship Management
Knowledge management
Technical Knowledge
Technical Support
Technical Documentation
Technical Training
Microsoft Office 365
Microsoft Excel
Leadership
Workshop
Customer Support
Mentoring
Jira
Application Management
Cisco Webex
Project management
Change Management
Incident Management
Tracking
Kundenservice Metrics
Software Development
Workflow Management
Case Management
Knowledge Base
Reports
Article Quality Review
strong interpersonal skills
Teamwork
Alignment
Reviews
reliable
Customer

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

Interests

Tennis
Travel
Basketball
Digital Photography

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