Mihaela Munteanu

Server monitoring and support using internal tools as SCOM, Tevista, Stablenet, for more then 25 UK clients. Monitoring computer environment through detecting faulty components and escalating them to local technicians and/or level 3 support. Direct support for more then 20 Spanish companies, using Nagios, Cacti and SOF. Symantec Net backup support for Spanish clients. Troubleshooting hardware and software problems at board and component levels.

Network Troubleshooting and Analyze by connecting remotely to Cisco routers, switches, MGXs, Juniper routers, owned by AT&T, Local Internet Providers and/or the customers. Troubleshoot software and hardware equipment. Major incident Management done through special procedures. Remote LAN and WAN support, owned by AT&T, through placing loops/loop-backs. Technical support engineer dedicated to users worldwide, on a daily basis, 24/7.

Daily contact with customers from abroad, supporting the foreign market, by using IBM's business applications as: Intranet, Lotus Notes, Internal Knowledge Database, VPN, Maximo and/or Remedy ticketing tools. Referring incidents to 3rd parties. Communication via telephone or via mail, in English and Spanish. Providing Lotus Notes Support for IBM's clients. Creating/deleting accounts in Active Directory, along with troubleshooting accesses, always following the security system and rules.