Samfireag Florin

- Led Agile/Scrum processes, including sprint planning, daily scrums, sprint reviews, and retrospectives. - Coached team members and clients on Agile processes within the ServiceNow system. - Supported teams by resolving blocking points. - As a part of the SIAM team, served as Process Owner, including leading process improvement cycles, design and implementation, interface testing, cross-functional coordination, process review, and documentation maintenance.

- Directly interfaced with customers to meet service requirements and identify areas for improvement. - Managed contractual terms between customers and technical teams. - Supervised two technical teams (SCCM, Software Integration) and conducted management reporting. - Oversaw infrastructure for two projects in parallel, including ramp-up/ramp-down and hardware refresh processes. - Managed customer and management escalations and ensured adherence to ITIL v3 methodology.

- Part of the 2nd Level Support team for a major German customer, with responsibilities including Citrix support, Active Directory, backup and restore data, server management, and framework management. - Administered VDI's and contributed to project handovers, implementation, and documentation for projects like SAP .INI.

- Monitored and provided remote support for mobile telecommunication systems. - Coordinated field technicians and resolved errors quickly and efficiently.