Maximilian-Flavius Francu

• Responsible for all Serrala customer escalations in the EMEA/DACH region • Evaluate customers, their solutions, and challenges to identify the proper escalation route. • Collaborate with clients to devise actionable plans aimed at restoring operational stability. • Drive and ensure timely resolution of major incidents and major customer escalations • Provide strategic direction to clients to revert to normal business operations.

• Managing incidents and problems for customers in Austria and Germany • Handling incident dashboards using Jira, prioritizing high-severity tickets in the banking sector. • Providing regular updates to customers and other stakeholders during incident management cycles. • Coordinating minor and major release incidents through effective stakeholder communication. • Developing and presenting incident and problem management reports. • Organizing and leading task force meetings for critical incidents.

• Led a global team of 7, overseeing departmental management (US, EU/DACH, APAC) • Managed budget planning and resource allocation for IT equipment and personnel. • Served as primary contact for stakeholders and IT vendors on a global scale. • Conducted performance reviews and set development targets for team members. • Assisted the team with ticket resolution and support. • FPoC for stakeholders and other managers • Global recruiting and hiring decisions

• Led 18-member IT team, managing operations and driving overall performance. • Acted as main contact for vendors and internal stakeholders across departments • Recruited staff, conducted reviews • Defined and reported on SLAs, KPIs, and service improvement metrics. • Delivered 2nd level support • Managed servers, Active Directory, Exchange, SCCM, and M365 admin environments. • Improved digital workplace tools and automated infrastructure for better efficiency.

• Operation and maintenance of IT assets (main focus on Citrix and Microsoft Exchange) • Germany/DACH-based end-users support: Windows OS, driver updates, troubleshooting • Operations monitoring of the network, computer clients and servers • Mail and distribution lists management • Windows OS support: Windows errors, analyzing dumps, BSOD, driver updates, Windows logs • Configure, monitor and maintain email applications or virus protection software

• Managed a dual role as operational leader (25%) and team leader (75%) for a team of 8 staff. • Set annual objectives and conducted regular one-on-one meetings to ensure team performance and development. • Ensured team availability and equipped members with the necessary knowledge for optimal service delivery. • Analyzed team performance, implementing corrective actions to improve task efficiency and SLA adherence. • Collaborated with functional managers on service improvements

• Provided remote support to over 3,000 end-users across global offices. • Conducted troubleshooting for various systems, including Windows OS and Mac OS X. • Supported server environments, including Windows Server 2003/2016 R2 and Citrix. • Assisted with applications such as SharePoint, Active Directory, and Google Apps. • Managed issues related to DHCP, DNS, backups, and other IT tools like SCCM and MS Office.

• Handled incoming calls from end-users to address support needs. • Logged reported issues systematically for tracking and resolution. • Provided basic troubleshooting to resolve common technical problems. • Escalated complex issues to senior teams for further investigation. • Worked in 24/7 shifts to ensure continuous support availability.