Sorin Stratulat

- Participating at creation of the custom service design solution according to the customer needs and requirements - Managing the transition and transformation activities for the Romanian delivery centres - Budget estimation for the transition and project financial management - Keeping track of the progress by updating project plans, status reports, risk management logs, tracking approvals - Handing over the account to the steady state governance model

- Single Point of Contact to SCC customers for all IT issues and concerns; - Assist in driving new opportunities and handle work on the Service Improvement Plans over the term of the Contract - Monitor service delivery compliance to budget, quality standards and customer and business stakeholder requirements - Infrastructure services coordination related to design and coordinate activities at different stages of projects - Professionally represent the infrastructure team on projects

- providing 1st and 2nd Line Infrastructure support for the existing systems within the customers environment - providing support in adding or removing systems within the environment - working continuously on a task until completion (or referral to third parties, if appropriate) - prioritizing and managing all the open incidents and managing internal and external escalations and special events - agreeing with customers on new Infrastructure projects

- daily 1st, 2nd and 3rd level user support (software and hardware) - infrastructure maintenance(Active Directory, Microsoft Exchange, Microsoft Windows) - network administration - ticket management

- monitoring and maintaining computer systems and networks - troubleshooting system and network problems and diagnosing and solving hardware/software faults - provide technical support, including procedural documentation - setting up new users’ accounts and profiles and dealing with password issues - working continuously on a task until completion (or referral to third parties, if appropriate) - prioritizing of all open incidents and managing internal and external escalations

- manage a team of Service Desk agents and ensure that agreed targets are met and appropriate qualitative standards achieved - develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers - maintaining effective communication channels with the customers for high priority incidents - coordinating the team in solving all the incidents within agreed SLA - creating and updating technical documentation