Razvan Enache

Main tasks: - install astraia software, a medical database applications, Java based. - prepare and conduct technical and application trainings. - provide Level 1&2 service and support via phone, Internet and on-site. - provide customized SQL queries based on customers requests. - create and/or customize reports from the existing XML based ones. - documenting all tasks in ticketing and CRM systems. - closely co-operate with the Sales and Product Management department.

I managed to achieve following certifications: - Fortinet NSE 1 to NSE 6 Network Security Specialist. - Check Point Certified Security Administrator (CCSA) and Check Point Certified Security Expert (CCSE) Tasks: - offering direct technical support via phone and email to our customers. - analyzing reported technical problems involving Fortinet products, and providing technical solutions/workarounds to address customer issues.

Achievements: - I got promoted to Senior Associate Customer Support Engineer after only 9 months. - after three months I was trusted to work on one of the most challenging products: SDL Passolo. - I managed to close more cases then the monthly target and keep a high customer satisfaction. Tasks: - diagnose problem rout causes and provide solutions to customers over the phone, e-mail and remote sessions; - create knowledge base articles in Salesforce according to KCS principles;

Administrative support for Corporate sales team in Transylvania: - assisting my colleagues with drafting contracts, annexes, addendum, reports, according to internal procedures. - keeping a good business relation with customers by helping them with every request, from SIM changes, ordering devices, content transfer from one phone to another, detailed consumption reports. - generating new leads and arranging meetings for my colleagues by prospecting new or competition clients.

Securing private customer base by promoting new offers: - taking customer calls requesting denunciation of existing contract or requesting a new offer ; - negotiation of mobile and internet subscriptions and extension of contracts; - retain existing customers by selling subsidized terminals; - providing support for new assistants.

- good command of Microsoft Office™ tools (Excel, Word, PowerPoint, Outlook); - basic knowledge of C/C++, Java programming, beginner level; - Computer Aided Design MPLAB, Orcad, Eagle, beginner level; - Matlab, beginner level.