Sorin Stefan Tanasa

- supervising all aspects related to the team and team's technical skills on a daily basis, - evaluating and training the support team, coordinating various activities within TAC, - collaborating with recruitment companies and interviewing new candidates. - reporting to management on a weekly/monthly basis, - solving complex customer's technical problems not only via main CRM (SalesForce.com), but also via remote secure connections in customers live network or even visiting the site if summoned.

As a part of my personal development and also getting promoted I have embraced the ideea of working abroad (family included) as an Level 2 On site Engineer. Duties are: - Solving cases escalated via CRM by Level 1 support - Testing presales possible solutions/scenarios in Laboratory - Evaluation and testing of new products and beta software releases. - On site visits for running or ongoing projects.

Level 2 support of mainly medium to difficult cases being escalated to me. Weekly reporting and synchronization with other suport teams from New Zealand and US-San Jose. Lab testing for complex network scenarios presented on cases of for pre-sales projects. Remote connection support sessions scheduled with customers.

Level 1 support Agent for Allied Telesis International via XL World (externalized department) handling and escalation of complex cases handling RMA's and Warranty registrations. A period of Intensive training sessions and self-training.