Apr 2021 – May 2022 · 1 yr 1 mo

• Led L2/L3 support and escalations for Idemia's Java-based document issuing apps and data platforms across bare metal, VMs, cloud, and
• containers—improving SLA attainment, speed, and solution quality.
• Impact
• Owned the technical support process; coached engineers to hit KPIs (TTR, FCR, SLA, CSAT)
• Primary handler for sev1/critical incidents; ran war rooms, delivered urgent fixes, and drove RCAs
• Planned/executed scheduled changes (config and infra) with minimal downtime and risk
• Multiplier: Delivered technical trainings, runbooks, and best practices to scale team capability
• Deployed and troubleshot web applications; resolved web service issues and JVM/Tomcat problems
• Administered and troubleshot databases (Oracle, Microsoft SQL Server, Cassandra, PostgreSQL); handled maintenance, backup/restore, and
• integrity checks
• Implemented and tuned monitoring/observability (Centreon, Nagios, ELK, Splunk, Zabbix); built actionable alerts and dashboards
• Reproduced bugs; partnered with dev/product to implement fixes and enhancements
• Operated under ITIL (Incident/Problem/Change) and Agile; facilitated team meetings and cross-functional coordination
• Tech stack
• Java apps and web services
• Databases: Oracle, SQL Server, Cassandra, PostgreSQL
• Monitoring: Centreon, Nagios, ELK, Splunk, Zabbix
• Platforms: bare metal, VMs, cloud, containerized environments
• Domains: system administration, security, deployment, infrastructure operations

Sep 2019 – May 2021 · 1 yr 8 mos

• L3 support engineer for mission-critical national ID, passport, and driver’s license platforms—expert in Java application troubleshooting on complex,
• secure infrastructures with PKI/HSM.
• Impact
• Diagnosed and resolved complex issues across app/server layers (Java/JVM, Tomcat/JBoss/WildFly, web tiers)
• Implemented configuration fixes and process automation to reduce MTTR and improve stability
• Administered Linux and Windows systems; performed on-site maintenance and security audits at client premises
• Troubleshot and restored PKI/HSM integrations for credential issuance, signing, and secure key operations
• Resolved infrastructure issues across networking, proxies/reverse proxies, load balancing (keepalived), and storage
• Maintained and troubleshot databases (Oracle, MySQL, PostgreSQL, Cassandra); ensured secure connectivity and recoverability
• Integrated and debugged REST/SOAP APIs; validated via SoapUI and systematic test scenarios
• Executed incident/problem/change workflows; produced clear RCAs and preventive actions
• Authored procedures/runbooks and delivered client trainings to strengthen operational readiness
• Supported messaging and coordination layers (ActiveMQ, RabbitMQ, ZooKeeper) across on‑prem and OpenStack environments
• Tech stack
• Platforms: Linux, Windows, OpenStack; bare metal and virtualized
• App/middleware: Java, JVM/JDK, Tomcat, JBoss/WildFly, httpd, proxies/reverse proxies
• Data: Oracle, MySQL, PostgreSQL, Cassandra
• Messaging: ActiveMQ, RabbitMQ; Coordination: ZooKeeper
• Security: PKI, HSM

Oct 2018 – Oct 2019 · 1 yr · Bucharest, Romania

• Delivered multi-country application support for Orange Money, administering and troubleshooting large-scale Java apps/web services across clustered,
• cloud/hybrid infrastructures; led critical incidents and change management.
• Impact
• Owned E2E triage and resolution for Sev1/critical incidents across app, web, and DB layers; accelerated recovery through log centralization and
• clear runbooks
• Administered and tuned Java/JDK/JVM stacks (Tomcat, JBoss), reverse proxies (nginx, Apache + mod_security), and HAProxy load balancing for
• high availability
• Change Manager: scheduled/validated changes, coordinated cross-functional stakeholders, and executed infra/app version upgrades (change
• implementer)
• Optimized and implemented monitoring/alerting with Elastic Stack; improved on-call readiness and signal-to-noise
• Automated deployments and ops with Ansible and Jenkins; reduced toil and configuration drift
• Performed log management/analysis, regular maintenance, and on-site audits for affiliates
• Supported cloud and container platforms (OpenStack, OpenShift, Kubernetes) and virtualized estates
• Maintained databases and connectivity (MySQL, Oracle, MongoDB); ensured backup/restore and performance baselines
• Handled telecom and transfer components: USSD, Kannel, Axway Transfer CFT
• Drove project coordination across multiple countries; ensured SLA adherence and clear stakeholder communication
• Internal role: Customer Success Engineer within the customer success engineering team
• Tech stack
• Linux, Windows Server; Java/JDK/JVM; Tomcat, JBoss/WildFly; nginx, Apache httpd, mod_security; HAProxy; Ansible, Jenkins; Elastic Stack; OpenStack,
• OpenShift, Kubernetes; MySQL, Oracle, MongoDB; USSD, Kannel; Axway Transfer CFT; virtualization

Jan 2018 – Oct 2018 · 9 mos · Bucuresti

• Due to my outstanding results in upselling, customer service/ interaction skills and advanced tech knowledge, i was promoted to both handle technical issues, as a sysadmin and handling sales leads, sales procedures and offering infrastructure solutions to customers as a Tech sales representative.
• Key responsibilities on 2 directions:
• 1. Sales and account managing:
• Converting phone (on the sales queue)/ email inquiries into sales;
• Finding the best product according to the customer's technical requirements;
• Deep understanding of cloud based hosting solutions: presenting infrastructures, explaining technology;
• Proactively identifying sales opportunities/ new customers;
• Managing key accounts;
• Making sure that new accounts are provisioned and billed;
• Reporting MRR, analyzing net growth/ financial indicators and creating reports for management;
• Deep understanding of our products and business;
• Analyzing trends in IT industry to report to our product manager;
• Hitting targets established by management;
• Working with my direct manager towards developing efficient sales procedures;
• Direct customers to the needed department;
• 2. Business development:
• Analyzing data from customer interactions/ needs to propose new products/ promotions;
• Analyzing our net growth and developing strategies on improving net growth;
• On site modifications to make our product appealing to target;
• Identifying new niches and stakeholders;

Sep 2017 – Oct 2018 · 1 yr 1 mo · Bucuresti

• Hybrid sales engineer and sysadmin bridging customer requirements to hosting architectures while running reliable day‑to‑day operations, incident
• response, and on‑call.
• Growth
• Promoted into a dual role (technical + sales) based on top upsell results, strong customer interaction, and advanced technical skills
• Impact — Sales and Account Management
• Converted inbound phone/email inquiries into sales through discovery and solution mapping to best‑fit hosting architectures
• Managed key accounts end to end: provisioning, billing, and ongoing success; consistently met targets
• Proactively identified new opportunities, niches, and stakeholders; refined sales procedures with leadership
• Presented cloud hosting solutions and explained technologies clearly; routed customers to the right internal teams
• Impact — Operations and Support
• Led incident management and damage control for critical issues; coordinated rapid recovery and communication
• Optimized monitoring/alerting; handled on‑call actions for CPU/load, web tier, storage, FTP, and mail queues
• Identified and mitigated spam/spam scripts; maintained service health and uptime
• Technical Operations
• Web/hosting: DNS configuration; account and domain provisioning
• Resolve Apache/Nginx errors; edit configuration files
• Manage ModSecurity rules/exceptions; iptables/firewall policies
• Restore customer content; provide/verify backups
• Reset credentials; manage permissions/groups and access controls
• Migrate websites/content between servers
• Deploy VMs/virtualization; operate complex cloud infrastructures
• Provision Office 365 accounts; resolve DNS mail conflicts
• Migrate mailboxes (imapsync/manual/GUI)
• Configure clients
• Authored procedures/runbooks and improved handoffs; pursued continuous Linux/system administration learning and applied it in production
• Tech stack
• Linux, Windows Server; Apache httpd, Nginx, ModSecurity; DNS; iptables/firewall; virtualization/VMs; cloud infrastructures; Office 365; imapsync;

Mar 2017 – Sep 2017 · 6 mos · Bucharest, Bucharest, Romania

• Training in progress...DONE
• Mood Media is the global leader in offering sensory marketing solutions to various business on various fields of activity,providing products such as overhead licensed music, licensed video, scent dispensers, messaging and on-hold messaging . Being a company founded almost 80 years ago, Mood Media holds an impressive customer database, varying from large corporations like McDonald's, KFC, Puma, CVS Pharmacy, Home Depot etc., to small family business.
• As a client satisfaction agent, i have to ensure a "platinum" customer service to all our customers, so my key responsibilities are:
• Offering technical support to customers and troubleshooting over 20 music, video and scent devices that we offer;
• Finding solutions to customer's issues in a timely manner;
• Creating tasks/ tickets for other departments when the issue is out of our department's attributes; - Taking ownership of customer's issue;
• Following up with customers;
• Solving billing/ financial issues regarding invoices, receipts, autopay etc.;
• Being the liaison between customer and other departments/ agents;
• Upselling products;
• Having an expert understanding of how music devices/ sound systems/ networks work
• Being a good team player
• UPDATE: For outstanding results on Q&A evaluations and good results, after only 2 months of production i was Cross Trained as an advanced agent to all Tier 1 voice queues, with access to secure payments line and Data Divider software so currently i am working on several departments, offering technical and financial support: Mood Mainline (Premier& Platinum Queues, Technician's Support and Affiliate Support), Pandora for business, Visual Support, E-com and CC Payments.

Dec 2016 – Mar 2017 · 3 mos · Bucharest, Bucharest, Romania

• Sprint OS Training- Completed!
• Cgs offers BPO solutions to Sprint, one of the most innovative mobile carrier in the US, so my job is Project based, allowing me the possibility to interact with/ understand american markets and customers and accumulate numerous skills in customer service and sales :
• My present essential functions, roles and responsibilities are:
• offering support for orders placed on different sales channels;
• resolving customer's issues efficient and in a timely manner;
• offering order statuses and explanations;
• resolving billing/ charging issues that are order related;
• adjusting and changing customer's orders;
• make use of numerous CRMs and softwares to deliver fast results and performance;
• Processing RMA (return kits), exchanges and replacements;
• Placing orders for customers;
• Liasing with customers, sales support, back office and escalation departments;
• keeping brand loyalty;
• multitasking
• respecting a strict schedule;

Jan 2013 – Jan 2016 · 3 yrs · Romania

• Before the jobs that are relevant to my current field of activity, as i have finished law school, i have worked in several lawyer's offices or companies as a legal adviser. During college and while working in law domain, i have performed lots of freelancing jobs in seo, marketing online, web administration, online marketing.